Analysis on impact of verbal violence on occupational burnout in outpatient nurses and the multiple mediating effects of caring ability and emotional intelligence

Abstract

Abstract: Objective To investigate the multiple mediating effects of caring ability and emotional intelligence on the relationship between verbal violence encountered by outpatient nurses and their professional burnout. Methods A convenience sampling method was used to select 394 outpatient nurses from 12 public hospitals of different levels in Jiangsu Province from June to August 2023 as research subjects. Data collection was conducted using a general information questionnaire,an outpatient workplace verbal violence questionnaire,caring ability inventory scale,Wong and Law emotional intelligence scale,and occupational burnout scale. Structural equation modeling was applied to analyze the mediating role of care capability and emotional intelligence between verbal violence encountered by outpatient nurses and occupational burnout. Results 110 outpatient nurses（27.92%） reported experiencing verbal violence at work in the past month. The total score of care ability,emotional intelligence and occupational burnout for outpatient nurses in 12 different levels of public hospitals in Jiangsu Province were （181.51±24.06）,（68.31±16.97）,and（135.57±24.22）points,respectively. There was a significant positive correlation between verbal violence suffered by outpatient nurses and occupational burnout（r=0.370,P<0.05）. Care capability and emotional intelligence played a partial mediating role in the relationship between verbal violence and nursing burnout,with mediating effects of 9.77% and 32.65%,respectively. Conclusion Care capability and emotional intelligence play an important mediating role in alleviating the relationship between verbal violence and occupational burnout,with the mediating effect of emotional intelligence being more significant. Enhancing the care capability and emotional intelligence capabilities of outpatient nurses can help reduce the occupational burnout caused by verbal violence,effectively improve doctor-patient relationships,enhance nursing service quality,and increase nurses' job satisfaction.

Key words: Outpatient nurses, Verbal violence, Occupational burnout, Care capability, Emotional intelligence

SONG Ping, ZHAN Hui, CHEN Xian, WANG Xiuping, ZHANG Zhongying. Analysis on impact of verbal violence on occupational burnout in outpatient nurses and the multiple mediating effects of caring ability and emotional intelligence. [J]OCCUPATION AND HEALTH, 2025, 41(11): 1456-1461.

References

[1] 蔡建政,王海芳,胡秀英,等.反复遭受工作场所暴力的护士人群特征分析[J].中华护理教育,2023,20(8):919-924.
[2] DOEHRING M C,CURTICE H,HUNTER B R,et al.Exploring verbal and physical workplace violence in a large,urban emergency department[J].Am J Emerg Med,2023,67:1-4.
[3] 何伟,刘佳欢.生态哲学观下语言暴力的界定、成因及防治[J].云南师范大学学报(哲学社会科学版),2020,52(6):36-45.
[4] 燕娟,张凯,王红媛.医务人员遭受医院暴力情况及影响因素分析[J].现代预防医学,2020,47(13):2332-2336.
[5] 蔡建政,王海芳,毛莉芬,等.护士遭受工作场所暴力及应对资源的现状及其相关性研究[J].军事护理,2022,39(10):37-40.
[6] 陈冬,程东阳,孙洋洋,等.黑龙江省高职护生中文版情绪智力量表的常模构建[J].护理学杂志,2022,37(11):18-20.
[7] 蔡建政,郗玉芝,王海芳,等.不同等级医院护士工作场所暴力发生现况研究[J].护理学杂志,2020,35(1):52-54.
[8] 周闯,金学勤,马晓敏.护士人文关怀的研究进展[J].中国医学伦理学,2024,37(1):100-107.
[9] NKONGHO N O.The caring ability inventory in measurement of nursing outcomes[J].New York:Springer,1990,4:3-16.
[10] 吴冰. 关怀能力量表的本土化修订与评价[D].新乡:新乡医学院,2016.
[11] WONG C,LAW K S,WONG P.Development and validation of a forced choice emotional intelligence measure for Chinese respondents in Hong Kong[J].Asia Pacific J.Manag,2004,21:535-559.
[12] 王叶飞. 情绪智力量表中文版的信效度研究[D].长沙:中南大学,2010.
[13] 唐颖,GARROSA EVA,雷玲,等.护士职业倦怠量表(NBS)简介[J].中国职业医学,2007,34(2):151-153.
[14] 宋双. 护士职业倦怠量表的评价研究[D].广州:南方医科大学,2010.
[15] 佘喜云,何瑾云,曾讯.门诊护士关怀行为现状及其影响因素研究[J].现代临床护理,2023,22(10):24-29.
[16] 张致琴,张全英,李雪.河南省三甲医院临床护士关怀行为的影响因素及路径分析[J].中国健康心理学杂志,2023,31(11):1658-1665.
[17] 郑应红. 急诊科护士情绪智力与冲突处理模式的相关性研究[J].全科护理,2020,18(35):4901-4904.
[18] 高业兰,李超群,金长雨,等.情绪智力在ICU护士领悟社会支持与死亡应对能力之间的中介效应分析[J].护理管理杂志,2023,23(8):613-617.
[19] 杨茂琼,张红英,罗艳芳.情绪劳动在三级甲等医院门诊护士工作场所心理暴力与职业倦怠中的中介作用[J].职业与健康,2023,39(13):1749-1753.
[20] 何江娟,叶志弘.护士工作场所暴力与社会支持及职业倦怠的关系[J].护理与康复,2022,21(9):38-43.
[21] ANGELINI G.Big five model personality traits and job burnout:A systematic literature review[J].BMC Psychol,2023,11(1):49-84.
[22] DALL'ORA C,BALLl J,REINIUS M,et al.Burnout in nursing:A theoretical review[J].Hum Resour Health,2020,18(1):41-58.
[23] 姜乾金. 医学心理学:理论,方法与临床[M].北京:人民卫生出版社,2012:140-141.
[24] 官春燕,潘绍山,胡德英,等.103所医院护理人文关怀开展现况的调查研究[J].护理学杂志,2023,38(21):82-86.
[25] 成萍萍,任一飞,郑晓萌,等.新疆护士工作场所欺凌与情绪智力的相关性分析[J].护理学杂志,2021,36(19):69-72.