본 연구에서는 간호사가 의사와의 상호작용에서 경험하는 과업갈등과 관계갈등이 어떤 형태의 전이를 보이는지, 그 과정에서 정서는 어떤 매개 역할을 하는지 살펴보았다. 간호사는 의사에 비하여 관계갈등을 많이 경험하는데, 관계갈등은 팀에 대한 만족도와 팀 수행을 저하시키는 것으로 알려져 있다. 연구대상은 대학병원의 간호사였으며, 근무일 기준으로 5일간 반복 측정하는 일기 연구방법을 사용하였다. 기존 연구에서는 가장 갈등이 많았던 경험에 대하여 응답하도록 하였으나, 본 연구에서는 매일 가장 많이 상호작용한 의사를 선정하고 그 의사와의 상호작용에 대하여 응답하도록 함으로써 기억의 왜곡을 방지하고 일상적인 업무상황을 반영하였다. 또한 갈등과 밀접한 연관이 있는 정서도 매일 측정하여 갈등 전이에서 매개역할을 하는지 살펴보았다. 위계적 선형 모형을 이용하여 분석한 결과, 과업갈등에서 관계갈등으로의 전이가 발생하며, 그 과정에서 긍정 정서가 매개 역할을 하였다. 즉 과업갈등을 경험하면 긍정 정서가 감소하며 그 다음날의 관계갈등이 증가하였다. 그러나 업무상 경험한 정서가 다음날까지 이어지지는 않아 간호사가 심리적 분리를 한다는 것을 알 수 있었다. 마지막으로 본 연구의 의의 및 시사점과 제한점을 논하였다.
This study investigated the conflict transformation pattern and the mediating role of emotions in nurse-physician conflicts. Nurses experience relatively heavier amount of relationship conflict compared to physicians. Relationship conflicts are known to have adverse effects on team satisfaction and team performance. Using a five-day diary study, data was collected from nurses in large hospitals. The respondents selected the physicians with the most frequent interaction, and answered questionnaires regarding that specific interaction while most existing studies used the information elicited from the interaction with the most conflicts. Several HLM analyses on conflicts scales showed that there were conflict transformation from task conflict to relationship conflict and that positive emotion mediated the transformation process. In other words, once task conflict was experienced, positive emotion decreases, and the decrease leads to the increase of relationship conflict the following day. However, the emotion itself did not carry over to the next day. This result suggests that nurses are capable of psychological detachment, which buffers the emotional association for two consecutive days.
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