The role of clarity in communication in the relationship between communication conflicts and organizational trust

This study examines the impact of communication conflicts among employees in the health sector on organizational trust and the moderating role of openness in communication in this relationship. Considering that communication is a critical component in health services, it is predicted that failure to communicate effectively can lead to negative outcomes at both individual and organizational levels. While establishing an environment of trust within the organization increases employees' job satisfaction and commitment to the organization, uncontrolled management of communication conflicts can lead to damage to trust and a decrease in work efficiency. The method of the research is based on a quantitative approach. Data were collected from healthcare employees working in public hospitals in the city center of Elazığ through a survey. The survey form consists of four main sections, and data analysis was performed using the "Communication Conflicts Scale", "Organizational Trust Scale" and "Johari Window Test". The data obtained from 366 healthcare employees within the scope of the study were evaluated with statistical analysis methods. The questionnaire form to be used in the study (Appendix-1) consists of four sections. The first section includes the "communication conflicts" scale, which includes 9 statements. The scale in question was developed by Aşağıcan (2003). In the study in question, Cronbach's Alpha (internal consistency coefficient) value was determined as 0.85 and the explained variance as 56%. The scale consists of 9 items and two dimensions (avoidance of cooperation and lack of trust, reaction to lack of trust). The items are rated on a 5-point Likert type. There are no reverse-scored items in the scale. The second part of the survey includes the "Organizational Trust Scale" developed by Whitener et al. (1998) and adapted to Turkish by Tokgöz and Seymen (2013). In the study in question, Cronbach's Alpha (internal consistency coefficient) value was determined as 0.95 and the explained variance as 73.2%. The scale consists of 28 items and 3 dimensions (trust in the organization, trust in the manager, trust in colleagues). The items are rated on a 5-point Likert type. There are no reverse-scored items in the scale. The third section of the survey includes the Personal Disclosure Implementation Inventory. This inventory (Johari Window Test) was used in the studies of Uysal (2003: 143), Demir and Okan (2009: 501) and Doğan and Yıldız (2010: 260) and is a scale developed by James Roiger (2012). In the study of Demir and Okan (2009: 502), the alpha reliability coefficient (Cronbach α value) was calculated as 0.77. However, as a result of the exploratory factor analysis conducted in this study, two different factors belonging to Personal Disclosure and Feedback could not be obtained. The last part of the survey includes a total of 12 questions aimed at learning the demographic characteristics of the participants. The findings of the study show that communication conflicts have a negative effect on organizational trust. In particular, lack of trust and avoidance of cooperation weaken the trust that employees have in the organization, managers and coworkers. However, it has been determined that openness in communication reduces the level of this negative effect. In other words, it has been determined that openness in communication plays a moderating role in the relationship between communication conflicts and organizational trust. It has been observed that open communication contributes to employees understanding each other better, reducing misunderstandings and building trust. This study provides important contributions to understanding the effects of communication conflicts on organizational trust in the field of health management. It emphasizes that leaders and managers in health institutions in particular should encourage open communication and strengthen the environment of trust among employees. The findings of the study can be guiding in terms of developing effective communication policies in health institutions. Keywords: Communication, Communication Conflicts, Organizational Trust, Johari, Healthcare Workers