HUMAN RELATIONS IN NURSING ADMINISTRATION

INTRODUCTION

We live in an age and culture where efficiency and productivity mean a great

deal. We have become obsessed with matters of technique and our

technological skills have developed tremendously. This has extended from

industry and commerce to these professions, which deal more directly with

human beings and their welfare. Nursing, Medicine, Social work and

psychology are some of them. We are busy doing things and at times we tend

to forget that the people with whom we are working and for whom we are

working are also human beings. The term human relation refers to interaction

of a group and people in various settings. The concept of human relations

takes in to consideration, why people are different?, why some are cordial,

efficient and why some work hard ?etc

DEFINITION OF HUMAN RELATIONS

Human relation is a science of applying principles of social psychology in

improving the working of an organization and to make it more productive and

the worker happier to improve efficiency and satisfaction

Human relation is motivating people in organizational setting to develop

team work which accomplishes individual as well as organizational goal

effectively (Davis. K)

OBJECTIVES OF HUMAN RELATIONS

Human relations approach emphasizes on the policies and techniques

designed to improve employee morale and job satisfaction so as to

increase the employee efficiency and reduce unrest.

To increase productivity and efficiency

To promote understanding of the people behaviour in group or as an

individual

Getting people to work effectively

CONCEPT OF HUMAN RELATIONS

In order to understand the concept of human relations, it is needed to know

the fundamental concept revolving around the nature of people and

organization.

A. Concept relating to the nature of people

Davis K analyses the assumptions about the nature of people as follows:

1. Individual differences: The individual differences in attitude, skill etc

affects the job behaviour of people. Scientific techniques have been

developed to identify and measure individual differences and can be used in

selection and placement of right person for the right job. The principle of

individual difference also emphasizes that a manager or administrator has to

deal with human beings, who differ in feelings, emotions, goal etc. In short

individual difference has wide application in selection, placement and

designing of training programmes and to know their motives and behaviours

and to supervise them effectively

2. Whole person concept: The concept of whole person signifies that

behaviour of a person cannot be studied in isolation. The person comes to

the workplace as a complete person. He has his own background, emotions,

feelings and sentiments, which cannot be separated from the skill he is using

on the job. At the place of work the person may carries with him the problems

of his private life and they also influence his performance of work.

3. Motivational behaviour: An important determinant of individual behaviour

and performance in an organization is motivation. From the psychological

point of view it can be learned that behaviour of individual has certain causes.

These causes may relate to an individual’s need or the consequences that

result from his/her acts. The concept of motivational behaviour remind that

the supervisor or the manager by his/her own behaviour can cause an

employ behave in a particular way.

4. Human dignity: This concept is different from the other three because it is

more an ethical philosophy than a scientific. It tells that every person should

be respected simply because he happens to be an employee of the

organization. The concept of human dignity rejects the old idea of treating

employees simply as economic tools. He cannot be treated like a machine or

commodity, which has no sensitivity or dignity. If a person is not treated with

dignity he will not co-operate with the organization. He will be dissatisfied

because he feels his efficiency will go down.

B. Concept relating to the nature of organization

1. Organizations are social systems: An organization is a social system,

which coordinates the activities of its members for the achievement of

common goal. It is the part of society and it consists of people who are social

being. The behaviour of individual is also related to the group in which he/she

belongs. A change in the social system is reflected in the organizational

behaviour through the behaviour of its employees as individual and as group.

2. Mutual interest: The interest of the people and that of organization must

be saved; otherwise there is no sense in people joining the organization. An

individual join an organization if he feels that his goals will be served. The

statement that organization needs people and people need organization

represents mutual interest. People need organization to achieve their goals

and organization nee people to help or get the help to reach the

organizational goal. In fact without people or employee there is no

organization. So human relations broadly implies interaction and co-operation

among people in group i.e. school, business, industry, hospital etc.

CHARACTERISTICS OF HUMAN RELATIONS

The important characteristics of good human relations are:

Interaction/communication: Whenever two or more individuals come

together and start exchanging information. This interaction may be of short

or longer duration

Need satisfaction: If the members of a group find that in the process of

interaction some of their needs get satisfied they continue interaction.

Modification of behaviour: Also through interaction people develop

certain attitudes and perceptions which modify their mutual behaviour

Group goals: These interacting persons also decide up on striving

together for the achievement of certain goals

Role differentiation: Different persons contribute differently in the

achievement of the group goals. Or they play different parts. These are

called roles. Gradually these goals get stabilized

Status: People playing different roles yet have different importance. This

is termed as status. Status also carries its own level of power.

Group structure: The power distribution gets arranged in to a hierarchy.

This is known as group structure.

Norms: All groups develop regulatory rules known as norms.

An organization like a school or hospital has all the above-mentioned

characteristics. So human relations play an important role in the smooth

functioning of hospitals or school.

FACTORS RESPONSIBLE FOR THE GROWTH OF HUMAN RELATIONS

IN NURSING

Efficient patient care is the result of sound professional administration and

cordial human relations. So the important factors responsible for the growth of

human relations are:

Recognition of the dignity of the individual and his/her personality

Encouragement to independent thinking and self decision making

Development of professional managers rather than autocratic managers

Change in work environment

The recognition that the real power centres within an organization are

the interpersonal relationships established within the work environment

The belief that the organizations developed around human

relationships, including those between leaders and employees

The human relations’ movement focuses on human feelings and

attitudes of employees.

In a hospital the producer and the raw material comprises of human

beings and the nurses are mainly dealing with human beings.

In the present day scenario, where there is a lot of technical and modern

advancement, the human relation skill are very essential to bring about

productivity (quality outcome), a work culture, essence of responsibility and

accountability.

IMPORTANCE OF COMMUNICATION IN NURSING ADMINISTRATION

Effective communication is an important factor in maintaining good human

relations. Nursing is a communicative intervention and the foundation of

nursing lies in the communicative attitude. This attitude is manifested in the

striving for mutual under standing, coordination, and co- action between

clients and nurses.

Communication help to generate trust between nurse and the

client, prevent legal problems in practice, solve problems in the

working environment and provide nurses with professional

satisfaction.

Communication is a vehicle for establishing a therapeutic relation

ship and good professional relationship in the work place

Communication is the means by which people influence the

behaviour of another leading to successful out come of nursing

service administration.

Communication is the relation ship itself because without it,

therapeutic nurse – patient relation ship is impossible.

Communication is also a means for nurses to bring about

changes in the work setting.

Failure to communicate can lead to serious problems for nurse

and the client and can threaten nurses’ professional credibility

COMMUNICATION SYSTEM IN HOSPITAL

Hospital is an organization where improved communication systems are a

dire necessity. Some of the communication systems used in hospital are:

1) Periodic talks between employer and employee

2) Sign posts for the patients and for general public

3) Staff conferences to get suggestions and for decision making

4) Social gathering to remove inter personal relationships

5) Employees consulting in problem solving

6) Standing orders and protocols

7) Hand book to provide general information

8) Manuals policy & procedure manuals

9) Bulletin boards

10) Suggestion systems, complaint books

11) Hospital magazine, bulletin

12) Annual reports

13) Light signalling systems

14) Alarm systems in accident prone areas

15) Tele communication systems, intercom, paging system etc

16) Public relations officer, inquiry officer

17) Patient information booklet

18) Inserts in the pay rolls, attendance register

IMPORTANCE OF HUMANRELATIONS IN NURSING

Every endeavour where more than one individual is making joint efforts to

achieve a goal, there is a need for human relations.

The whole discipline of nursing profession is built on people that

continuously interact with sick as well as well human beings. Nurse

client relationship is a human-to-human relationship or is a learning

experience, whereby two people interact to face an immediate health

problem, to share if possible, in resolving it and to discover ways to

adapt to the situation. So maintaining good inter personal relationship is

necessary for providing effective health care to people.

Nurses have to know how to manage people. A nurse will have to team

up with top, middle and lower level management and also have to

manage subordinates, for which the art of dealing with people and

effective leadership are very important.

The nurse also has to deal with the society. It is at this level where the

image of nursing is projected, her manner of communication, approach

values, skills all these matter in projecting a positive image.

Leadership and influencing people is required when nurses work in

various setting like critical care units, special care units, school health,

community health and so on.

The ultimate aim of nursing service administration is to provide

quality health care to people in the hospital, community and home.

In this context also, the various aspects of human relations are used to

establish rapport and trust to understand the client views, their

motivations and goals and then to work with them to achieve their

goals.

With the growing attention to community and home care, human

relations play an important role, in mobilizing and capitalizing on the

strengths of various resources. Here the nurses role is to coordinate

and manage the care delivered by other healthcare providers,

community groups, nongovernmental organizations, family members

and workers from other sectors, to achieve individual and community

action for health. In fact WHO expert committee on nursing practice,

which met in Geneva in 1995, identified “organizing, coordinating and

managing the health care system” as one of the core elements of

nursing practice.

STEPS IN IMPROVING AND MAINTAINING GOOD HUMAN RELATIONS

IN NURSING ADMINISTRATION

Know your personnel well, their goals and aspirations.

Understand their functions

Help them to perform their assigned jobs by adopting positive

reinforcement techniques

Praise them in public to the good job done

Admonish them in private for any wrongful practices

Be sincerely interested in them

Set examples for others

Do not be afraid to share responsibility

Deal with the complaints in time and give personal attention to the

problems

Treat subordinates and clients with dignity and respect

Be open and transparent and tell why things need to be done or

changed

Delegate responsibility with authority

Praise, appreciation, awards and letter of thanks should be liberal

Needs must be satisfied by realizing status positions

Speedy removal of grievances

Keep all the channels of communication open

Develop a positive attitude towards others and life

Do not preach but act

Keep your promises whenever made

Cultivate the qualities to win over the confidence of others by being

truthful, loyal, honest, tolerant, fair firm, broadminded and full of

integrity

Provide an enlightened leadership

Foster a climate for real participation to develop team spirit among the

employee

Using good judgements while dealing with the needs and feelings of

subordinates.

Maintain good interpersonal relationship with co-workers and members

from other department or agency

ADVANTAGES OF HUMAN RELATIONS IN AN ORGANIZATION

Contribute to people’s skill building

Help to understand people

Help to predict about people

Help to motivate for effective work

Help to increase the adjustment level of people

Help to promote adjustment mechanisms

Help to understand individual difference

Help to improve interpersonal skill

Help to develop positive attitude

Help to assess needs and desires

LIMITATIONS OF HUMANRELATIONS

Good human relations are essential to boost the morale of employees,

consumers and increase productivity (quality of out come). But at the same

time there are some limitations are also associated with it. The limitations are:

o Undue emphasis on human relations will do harm more than good

o Mass conformity: Over dependency on human relations reduce

individual efforts and promote group efforts

o Manipulation of people: Manipulation of people for selfish ends

o No exact but commonsense: Most of the human relations practices are

not exact and is simply based on commonsense or humanitarian

interest of people

o Lack of confidence but liking people: Human relations approach is

considered as a wrapper employed by a manager, who lacks

confidence in his ability.

o Unrealistic removal of conflicts: Human relations help to reduce

destructive conflicts only. There may not be a real solution for the

conflicts.

o Weakens managerial authority:

o A case of introversion and shortsightedness: Human relation may

become deceptive if its introvert nature is not taken in to consideration.

It is not a remedy to all human problems.

CONCLUSION

Human relations cannot eliminate frustration, discontentment and conflicts but

can minimise these evils in the work environment. It cannot provide absolute

solutions to the human problems but shows a way for ushering improvement