The context of this research is the coping and wellness of call centre agents in a characteristically high-stress work environment. The purpose of the study was to construct a psychological coping profile by investigating the relationship between individuals‘ wellness-related dispositional attributes and their resiliency-related behavioural capacities which has been under researched in a call centre work environment. A quantitative cross-sectional survey approach was followed. The population comprised predominantly of a non –probability sample of (N=409) predominantly early career permanently employed black females employed in call centres in Africa. Correlation and multivariate statistics highlighted cognitive (cynicism and hardy-control), affective (managing own emotions) and conative (hardy-commitment) behavioural elements that should be considered in the psychological coping profile of call centre agents. Age and gender were also shown to be significant moderators of the relationship between the wellness-related attributes and the resiliency-related capacities. The main findings are reported and interpreted in terms of an empirically derived psychological coping profile. The findings may provide valuable pointers for the design of wellness intervention practices which add to the body of knowledge concerned with employee wellness in call centres / Industrial and Organisational Psychology / D.Litt. et Phil. (Industrial and Organisational Psychology)

This research focuses on the concept of occupational stress. Theories and models are discussed in an attempt to highlight the nature of stress and its implications for the individual if it is not effectively managed. Individual differences in the way they experience strain and cope with stress are considered, as well as the organisational implications of stress. Current thinking in the management of stress programmes is highlighted. The empirical study was conducted to determine whether there are differences between various organisational subgroups with regard to variables relating to occupational stress, strain and coping, as measured by the Occupational Stress Inventory - Revised (Osipow, 1998). The findings of the study show that there are significant differences between seniority, age, race and gender subgroups within the accounting organisation in which the research took place, with regard to stress, strain and coping / Industrial Psychology / M.A. (Industrial and Organisational Psychology)

The aim of this dissertation is to examine gender differences in salutogenic functioning in military deployment. Salutogenisis focuses on the origin of health and wellness, and the salutogenic constructs sense of coherence (SOC), hardiness (PVS) and self-efficacy (SES) which were conceptualised focus on how individuals handle stressors positively and still remain healthy. Gender differences in military deployment were discussed, focusing on different stressors that impact on individuals' functioning when deployed. Empirically the salutogenic constructs: SOC, PVS and SES were measured. The population consisted of males and females working at 7 SAI Phalaborwa who were deployed in Kwa-Zulu Natal. Statistical techniques were applied to determine differences between males and females. The data was analysed statistically using the SPSS programme. Statistical significance was found in the SOC sub-scale "meaningfulness" and the PVS sub-scales "commitment" and "challenge". / Industrial and Organisational Psychology / M. Admin (Industrial and Organisational Psychology)

Engineers and scientists have to cope with the challenges of a complex work environment. This study investigated the relationship between burnout, coping and sense of coherence amongst engineers and scientists. The Maslach Burnout Inventory, COPE and Sense of Coherence questionnaires were used. The study was conducted with 272 engineers and scientists at a global petro-chemical company with its head office based in South Africa. A theoretical relationship was determined and an empirical investigation provided evidence of such a relationship. The results confirmed a relationship between burnout, coping and sense of coherence amongst engineers and scientists. / Industrial and Organisational Psychology / M. Com. (Industrial and Organisational Psychology)

The present study explores career maturity across career stages in the South African military. The Career Development Questionnaire (CDQ) and a biographical questionnaire were administered to a sample of South African military officers (n = 333). The data were statistically analysed for significant mean differences in career maturity according to demographic and military-specific variables. The results revealed an adequate level of career maturity among the participants. The participants’ overall mean scores in career maturity showed no significant mean differences according to demographic variables. Significant mean differences were, however, observed for the sample according to their arm of service in the South African military. Whilst the results did not indicate a developmental progression of career maturity among the participants, it did reflect the equivocal nature of previous career maturity research. Conclusions for the study are made, limitations are discussed, and recommendations are provided for practice and future research. / Industrial and Organizational Psychology / M.A. (Industrial and Organizational Psychology)

Engineers and scientists have to cope with the challenges of a complex work environment. This study investigated the relationship between burnout, coping and sense of coherence amongst engineers and scientists. The Maslach Burnout Inventory, COPE and Sense of Coherence questionnaires were used. The study was conducted with 272 engineers and scientists at a global petro-chemical company with its head office based in South Africa. A theoretical relationship was determined and an empirical investigation provided evidence of such a relationship. The results confirmed a relationship between burnout, coping and sense of coherence amongst engineers and scientists. / Industrial and Organisational Psychology / M. Com. (Industrial and Organisational Psychology)

The present study explores career maturity across career stages in the South African military. The Career Development Questionnaire (CDQ) and a biographical questionnaire were administered to a sample of South African military officers (n = 333). The data were statistically analysed for significant mean differences in career maturity according to demographic and military-specific variables. The results revealed an adequate level of career maturity among the participants. The participants’ overall mean scores in career maturity showed no significant mean differences according to demographic variables. Significant mean differences were, however, observed for the sample according to their arm of service in the South African military. Whilst the results did not indicate a developmental progression of career maturity among the participants, it did reflect the equivocal nature of previous career maturity research. Conclusions for the study are made, limitations are discussed, and recommendations are provided for practice and future research. / Industrial and Organizational Psychology / M.A. (Industrial and Organizational Psychology)

Firefighters providing emergency services to the public are involved with some of the most tragic aspects of the boundary between life and death, often in a context over which they have little or no control. The outcome of this may be that stress at work and at home are without doubt the reason that highly qualified and loyal firefighters give themselves over to alcohol or drug abuse, extramarital relationships and suicidal thoughts. The general aim of the research is to evaluate job and family stress amongst firefighters in the South African context, and to use the results in developing a developmental/counselling programme for firefighters and their families. The research is quantitative and qualitative, consisting of a survey design and a phenomenological design. Three measuring instruments were used, namely the Biographical questionnaire, the Experience of Work and Life Circumstances questionnaire, and the Stress questionnaire. Task characteristics, organisational functioning, physical working conditions and job equipment, career and social matters, remuneration, fringe benefits and personnel policy were identified as causes of job stress originating within the work situation. Interviews were conducted to determine how these firefighters experience job and family stress. Marital dysfunction and divorce, limited time with the family, problems with children, alcohol and drug abuse, lack of exercise, suicide, anger aimed at family members, physical and emotional exhaustion, lonely marital partners, unavailability to help the family when needed and depression were identified as causes of family stress arising outside the work situation. The main recommendation is to implement a developmental/counselling job and family stress programme. The programme can be instituted to enhance the wellness and psychological health of firefighters and their families, or for counselling of firefighters and their families who are experiencing job and/or family stress. The multi-dimensionality and flexibility make this programme unique and one of its kind in the South African context. / Indust & Org Psychology / DLITT ET PHIL (IND & ORG PS)

Firefighters providing emergency services to the public are involved with some of the most tragic aspects of the boundary between life and death, often in a context over which they have little or no control. The outcome of this may be that stress at work and at home are without doubt the reason that highly qualified and loyal firefighters give themselves over to alcohol or drug abuse, extramarital relationships and suicidal thoughts. The general aim of the research is to evaluate job and family stress amongst firefighters in the South African context, and to use the results in developing a developmental/counselling programme for firefighters and their families. The research is quantitative and qualitative, consisting of a survey design and a phenomenological design. Three measuring instruments were used, namely the Biographical questionnaire, the Experience of Work and Life Circumstances questionnaire, and the Stress questionnaire. Task characteristics, organisational functioning, physical working conditions and job equipment, career and social matters, remuneration, fringe benefits and personnel policy were identified as causes of job stress originating within the work situation. Interviews were conducted to determine how these firefighters experience job and family stress. Marital dysfunction and divorce, limited time with the family, problems with children, alcohol and drug abuse, lack of exercise, suicide, anger aimed at family members, physical and emotional exhaustion, lonely marital partners, unavailability to help the family when needed and depression were identified as causes of family stress arising outside the work situation. The main recommendation is to implement a developmental/counselling job and family stress programme. The programme can be instituted to enhance the wellness and psychological health of firefighters and their families, or for counselling of firefighters and their families who are experiencing job and/or family stress. The multi-dimensionality and flexibility make this programme unique and one of its kind in the South African context. / Indust and Org Psychology / DLITT ET PHIL (IND & ORG PS)