Thesis (M. Tech) (Tourism and Hospitality Management)) Central University of Technology, Free State, 2014 / Job stress and burnout can have a detrimental effect on the health of employees and their job performance. This is especially applicable to the hospitality industry which is a service-intensive industry where customer needs and wants are the most important focus. Organisational culture being defined as the social glue that helps bring the organisation together is seen in this case as the proper mechanism that managers could use to deal with the detrimental effects of job stress and burnout. This study assessed the impact of organisational culture on job stress and burnout in graded hospitality establishments in the Free State Province. The two main economic areas of the Free State, namely Bloemfontein and Clarence, were included in the study. A structured questionnaire was administered to all staff members in 46 graded accommodation establishments, and a total number of 227 questionnaires were collected for data analysis. The questionnaire consisted of a demographic section, an organisational culture section (based on the Competing Value Framework), a job stress section (based on Spielberger’s Job Stress Survey) and a burnout section (based on the Maslach Burnout Inventory). Data were interpreted using both descriptive and inferential statistics (including factor analysis and t-tests). The findings indicate that graded hospitality establishments had a predominantly Rational Culture, which points to strong external positioning and competitiveness. The Rational Culture is externally focused and does not adequately consider the needs of internal constituents – notably the employees. The cultural values associated with the Rational Culture are thus not as conducive in moderating job stress and burnout as the Group and Developmental Cultures. Appropriate recommendations are proposed in mitigating the effect of job stress and burnout in the hospitality industry.

Sales representatives play a critical role in the development and sustainability of their business through the selling of products and services. Burnout inclined stress caused by low job satisfaction could adversely affect business development and survival. This study thus investigated the influence of job satisfaction on burnout amongst medical sales representatives. Two measuring instruments were used namely the Smith, Hulin and Kendall (1969) Job descriptive index (JDI) and the Pines, Aronson and Kafry (1981) Burnout index (BI). This study was conducted amongst 139 sales representatives working for a generic pharmaceutical organisation. Through a literature study, job satisfaction and burnout were defined, and a link determined between the two constructs. An empirical study revealed the relationship between job satisfaction and burnout. The results indicated a negative correlation between job satisfaction and burnout. Conclusions and recommendations were made regarding the enhancement of job satisfaction and the management of burnout among sales representatives. / Industrial & Organisational Psychology / M.A. (Industrial Psychology)

The study investigated the extent of burnout condition among counsellors in Kenya. The sources of burnout were explored and personality style was positively correlated with burnout development. Impact of burnout on counsellor wellness and productivity was also established. It examined whether counsellor supervision was an appropriate strategy in the management of counsellor burnout. The study utilized a pluralistic design that combined both qualitative and quantitative methods (Howard, 1983). The qualitative design permitted collection of rich data from study subjects' experiential and perceptual fields. This ensured study findings would be relevant and applicable to specific counsellor situations. The study population comprised 20 counsellors and 9 Kenya Counselling Association (KCA) accredited counsellor supervisors. The counsellor sample was drawn from 2 Voluntary Counselling and Testing (VCT) centres, 2 rehabilitation centres and 2 educational institutions. This diverse population was a helpful representation in terms of generalizability of the study. Three data collection instruments utilized were: Questionnaires, focus group discussions and in-depth interviews. The study's validity and reliability were ensured through the two sample populations (counsellor and counsellor supervisors), test re-test and pre-test procedures for questionnaires and in-depth interviews. Tallying identified items checked content validity. The study findings showed that burnout seriously affected practitioner effectiveness and led to malpractice and client harm. The study predictably established that supervision is an appropriate strategy in the management of counsellor burnout. The metaphor of motor vehicle maintenance was utilized in the development of the Holistic Burnout Supervision Model (HBSM) that focussed on wellness maintenance of the counsellor in a lifecycle. HBSM identified two levels in wellness maintenance: Preventative (servicing) and curative (repair). The study recommended that counselor - training institutions should incorporate in their curriculum burnout and supervision modules. This would create awareness about burnout and appropriate prevention strategies at counsellor formation stages. People care agencies should also institutionalize the burnout supervision facility in order to ensure counsellor resiliency and vitality. / Psychology / D. Phil (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)

Police officers provide emergency services to the public, while being simultaneously exposed to various organisational and social stressors over which they have little or no control. The outcome of this may be that highly committed and loyal police officers become psychologically and physically burned-out. Adversely, others may accept the same conditions and situations as a challenge and live an energetic and proactive life while experiencing a positive affective state (vigour) toward their duties. Officers who are burned-out may fail to meet their goal to protect the public, but eventually may suffer. The general objective of this study was to investigate vigour and burnout as obliquely related outcomes of the stress and coping process in terms of its dynamic relationship with challenges or threats, and the mediating role of personal factors, social resources and coping resources in the police context. The research is a qualitative explication of theoretical concepts and constructs, followed by a quantitative empirical survey design. The survey led to a Structural Equation Model (SEM) fit between empirical data and the Moos (1994) hypothesised stress and coping model. Seven measuring instruments were used to collect data. Job demands, work overload and uncertainty were identified as causes of work stress originating within the work situation. Respondents indicated that family members play a role in social support, although it decreases when stress increases. The SEM procedure revealed that social support and personality has a limited and direct effect on well-being when experiencing a positive affective state (vigour), with coping strategies deleted from the experimental model. Adversely, stress has a direct effect on well-being (and eventually burnout) with no moderating effects by the hypothesised variables. The study proposes a new Police Vigour and Burnout Model (PVBM) as an alignment to the Moos (1994) model. It is recommended that vigour and burnout, as outcomes of the stress and coping process, be included in future studies as obliquely related variables in other spheres of society. An additional proposal is that stress inducing features within the police organisation should be scrutinized and critically addressed to prevent negative psychological affects. / Industrial Psychology / D.Litt. et Phil. (Industrial and Organisational Psyschology)

Female academics in higher education institutions face numerous challenges in the continuously ch~nging landscape of South African Higher Education. Numerous mergers between different institutions, increasing job demands, ever increasing class sizes and the unique demands of role conflict, inherent to the female role, contribute to the manifestation of stress and burnout (80) in this population group. The research is conducted from a salutogenic paradigm, seeking to find ways of avoiding the negative consequences of 80 and contributing towards the positive experience of Work Engagement (WE) for the female academic. The research also explores the effect of the individual academics' Sense of Cohrence (SOC) on the experience of BO and WE. The research is quantitative in nature. A psychometric instrument was sent to all the permanently employed female academics employed by Unisa and TUT, measuring their levels of 80, WE and SOC. The completed questionnaires were statisticaily analysed. The findings included average levels of 80, with definite signs that the experience of 80 is on the increase. The Cy sub-dimension of BO showed increased levels. The WE scores of the female academics were just above average. The SOC scores of the female academics were low. The main recommendations were that University management need to take cognisance of the symptoms of BO that are present in this population. Strategies need to be put in place to address these issues and the experience of WE need to be treasured and grown through definite actions from Management. Female academics also need to take personal responsibility for their own wellness and act on the initial signs of 80, rather than dismissing it as mere tiredness or lack of energy. There are also a number of recommendations on actions to be taken to experience WE in the academic work that the population undertake on a daily basis / Industrial & Organizational Psychology / D.Litt. et Phil. (Industrial & Organizational psychology)

Afrikaans text / Die doel van die navorsingstudie was om die voorkoms en hantering van stressors en stres by welsynsorganisasies in die Boland streek te ondersoek ten einde aanbevelings aan die Bestuur van welsynsorganisasies te maak met die oog op voorkoming en vermindering van stres in die werksplek. Vyftien (15) welsynsorganisasies en agtien (18) maatskaplikewerkbestuurders in die Boland streek is by die ondersoek betrek. Slegs veertien (14) maatskaplikewerkbestuurders het aan die ondersoek deelgeneem. Die navorsingsproses is deur kwantitatiewe navorsing gerig en die navorsinginligting is met behulp van literatuurstudie en ‘n gestruktureerde vraelys bekom. Na aanleiding van die empiriese ondersoek is die gevolgtrekking gemaak dat Maatskaplikewerkbestuurders in die Boland streek werkstres ervaar en dat die meeste privaat-; en staatswelsynsorganisasies nie oor programme vir die voorkoming van stres beskik nie. Daar word aanbeveel dat die Bestuur van welsynsorganisasies die verantwoordelikheid moet neem om stres in die werksplek te bestuur deur die daarstelling van stres voorkomingstrategieë. / The purpose of this research study was to investigate the occurrence of stressors and stress in the private-; as well as government welfare organisation in the Boland region and to make recommendations to the Management of welfare organisations regarding the prevention and decrease of stress in the workplace. Fifteen (15) welfare organisations with eighteen (18) social work managers were approached, but only fourteen (14) participated in the investigation. The research process was directed by quantitative research and research information being obtained through literature study and a structured questionnaire. With reference to the empirical study, it was established that social workers in the Boland region experience stress in the workplace and most of the welfare organisations do not have stress prevention programmes available for social work personnel. It is recommended that the Management of welfare organisations institute stress management programmes with the focus on management of stress through stress prevention strategies. / Social Work / M.A. (SS)

Text in Afrikaans / Die studie fokus op die effek van krisiswerk op die helper in terme van stres, die uitbrandingsindroom en posttraumatiese stresversteuring (PTSV). Salutogeniese konstrukte as moderatorveranderlikes in die stres-siekte-verhouding word ook ondersoek. 'n Beskikbaarheidsteekproef van 52 ambulansmanne en 52 kontrolegroepwerkers is verkry. Biografiese, koherensie-, uitbrandings-, PTSV- en stresvraelyste is ingevul en statisties verwerk. Resultate dui daarop dat ambulansmanne hul werk as buitengewoon stresvol beleef en dat meer ambulansmanne diagnoseerbare PTSV vertoon. Daar blyk geen verskil tussen die twee groepe te wees nie met betrekking tot die voorkoms van uitbranding en streservaring. 'n Negatiewe verband tussen koherensiebelewing en die voorkoms van stressimptome en uitbranding is verkry. Ambulansmanne het 'n buitengewoon stresvolle werk en vertoon meer simptome van stresversteurings as mense in ander beroepe. Aanbevelings word gedoen oor hoe om die negatiewe konsekwensies van stres te verminder. / The study focuses on the effect of crisis work on the assistant in terms of stress, the burnout syndrome and post-traumatic stress disorder (PTSD). Salutogenic constructs as moderator variables in the stress-illness relationship are also investigated. An availability sample of 52 ambulancemen and 52 control group workers was obtained. Biographic, coherence, burnout, PTSD and stress questionnaires were completed and statistically processed. Results indicate that ambulancemen experience their work as exceptionally stressful and that more Ambulancemen display diagnosable PTSD. There appears to be no difference between the two groups in respect of the incidence of burnout and experience of stress. A negative connection between the experience of coherence and the incidence of stress symptoms and burnout was obtained. Ambulancemen have an exceptionally stressful job and display more symptoms of stress disorders. Recommendations are made on how to reduce the negative consequences of stress. / Industrial and Organisational Psychology / M. Com. (Bedryfsielkunde)

The research has worked towards the general aim of generating a synthesis of burnout in the nursing profession, and also towards coming to a synthesis of burnout in nursing from the perspective of the salutogenic paradigm. Existing knowledge from the literature has been consolidated and integrated, and 'new knowledge' of the phenomenological experience of the causes and symptoms of burnout and how nurses stay healthy, were presented. Firstly was discovered that burnout, over time is caused by various factors that are individual and personal and therefore not easily discovered by other than the phenomenological method, where the life world of each individual is described. Secondly, the study ofthe strengths that nurses exhibit in order to manage the tension and stress in their lives and not to succumb to illness, proved to be a sound and descriptive paradigm with great utilisation possibilities. Three answers to the salutogenic question, namely sense of coherence, hardiness and learned resourcefulness were presented in great detail. Thirdly, it was stated that the individual nurses and the nursing practice in general be made aware of: (1) the existence of burnout, (2) the contributing factors to burnout, (3) the various manifestations ofburnout at work and in the organisation, and (4) the coping strategies available to counter this problem in a positive and salutogenic manner. The phenomenological results of this research revealed a number of issues that have implications for both the prevention and treatment of burnout in nurses. The results especially established how nurses can operationalise their inherent salutogenic qualities. Specific salutogenic coping strategies emerged via the respondents. The research took a broad view of personality in health research. It studied the psychological processes underlying the observed connections between psychological variables and health outcomes. In order to study the operationalisation of these processes, a phenomenological, person-based approach was followed. They study focussed on health phenomena and the individual nurse was retained as the unit of analysis. This approach represented a movement away from a fragmented science, infatuated with technology and linked to a singular epistemology, towards a focus on the process and dynamics of personal experience. / Psychology / D. Litt. et Phil. (Psychology)

Die studie foku.s op die verwantskap tussen sin vir koherensie as 'n intrinsieke hanteringsbron aan die een kant, en elk van streshantering, algemene gesondheid en sielkundige uitbranding aan die antler kant. Vraelyste wat hierdie veranderlikes meet is aan 200 bestuurders gegee om te voltooi. Die bevindinge van hierdie studie toon aan dat bestuurders met 'n hoi! sin vir koherensie goeie algemene gesondheid geniet. Die bestuurder met 'n hoi! sin vir koherensie behoon dus meer e.ffektief te junksioneer in die werksiruasie as die bestuurder met 'n lae sin vir koherensie. Voons is ook bevind dar 'n hoi! sin vir koherensie nie noodwendig aanleiding gee tot lae vlakke van stres of van sielkundige uitbranding nie. Aanbevelings word gedoen oor hoe om die negatiewe gevolge van stres en sielkundige uitbranding te venninder en algemene gesondheid te bevorder, ten einde die bestuurder se potensiaal optimaal benut. / This study focuses on the relationship between sense of coherence as an intrinsic coping mechanism. and work stress, general health and psychological burnout. To measure these variables, questionnaires were completed by 200 managers. The findings of this study indicate that managers with a high sense of coherence experience good general health. The manager with a high sense of coherence should therefore junction more efficiently in a work situation·than the manager with a low sense of coherence. It was also found that a high sense of coherence does not necessarily lead to low levels of stress nor of psychological burnout. Recommentfations are made on how to reduce the negative effects of stress and psychological burnout and how to improve general health in order to make optimal use of the manager's potential. / Industrial and Organisational Psychology / MCom (Bedryfsielkunde)