Percepción de la inteligencia emocional, manejo del estrés y gestión de conflictos desde la perspectiva de las secretarias administrativas paraguayas

Abstract

Professional practice in the hospital setting has become a crucial topic in academia and requires special attention within the research community, as it fosters a healthier and more efficient work environment, which, in turn, positively impacts patient care and the quality of service provided. The objective of this research was to determine the perception of Emotional Intelligence, Stress Management and Conflict Management from the perspective of the administrative secretaries of a medical center in Asunción - Paraguay, 2024. Methodologically, the study has a quantitative, not experimental, transversal and descriptive approach. The population and sample were made up of 40 administrative secretaries from a medical center in Asunción. A structured questionnaire of 20 items was used, divided into three dimensions (Emotional Intelligence [11], Stress Management [5] and Conflict Management [4]). The results of the average means in the three dimensions were Emotional Intelligence (x̄=3.0), Stress Management (x̄=2.2) and Conflict Management (x̄=2.8). Likewise, the items with the best ratings were P3 I think it is important to adequately manage emotions when I interact with patients and/or family members (x̄=3.6) and P4 I feel prepared to manage my emotions in stressful situations with patients. and/or their companions (x̄=3.5). It is concluded that although a significant part of the staff recognizes the importance of emotional training, there is a general perception that the programs offered are insufficient both in frequency and effectiveness.  Finally, it is recommended to include more national health institutions, or those from other sectors, to be able to compare the level of the issue from different perspectives