ERIC Number: ED359194
Record Type: Non-Journal
Publication Date: 1993-Apr
Reference Count: N/A
Communications Skills Training in the Public Sector: Applying the Carkhuff Model for Patient Management.
Smoot, Sharene L.; Gonzales, James L.
The long-term results of a 32-hour interpersonal communication skills training program for unit staff in a large state psychiatric hospital were evaluated. The main goal was to improve staff effectiveness through systematic training in communication behaviors expressing empathy in staff-patient interactions. Staff outcome measures were turnover, self-reported symptoms of burnout, use of leave and overtime, and assaults and injuries from patients. Patient outcomes were staff perceptions of patient milieu, patient satisfaction, patients' rights complaints, numbers of restraints and seclusions, numbers of patients' attempts to leave, and recidivism rates. Two adult psychiatric units that received the training (72 staff members) were compared with 2 that did not (86 staff members). The Carkhuff Human Resources Development Model was the basis for the training. All staff completed the Maslach Burnout Inventory and the Ward Atmosphere Scale before and 6 months after the training. Analysis of covariance was used to compare the units, and a time series design using effect sizes compared the data on other outcomes. The trained units improved on staff and patient outcomes more than did the untrained units, even though not all staff members on the experimental units received the training. Trained staff showed substantial improvement in staff outcomes measured. Training costs were recovered by the sixth month after training. After 1 year, staff members still felt that the training had improved the way they responded to patients. Six tables present study data. (SLD)
Descriptors: Adults, Analysis of Covariance, Communication Skills, Comparative Analysis, Cost Effectiveness, Effect Size, Empathy, Institutionalized Persons, Interpersonal Communication, Interpersonal Relationship, Mental Disorders, Mental Health Workers, Patients, Psychiatric Hospitals, Public Sector, Skill Development, Staff Development, Training
Publication Type: Reports - Research; Speeches/Meeting Papers
Education Level: N/A
Authoring Institution: N/A
Identifiers - Assessments and Surveys: Maslach Burnout Inventory