Customer service has recently become an important subject with significant consequences for academic institutions. However, there is a lack of research in this area and relevant, scientifically justifiable studies should assist in determining what is required for the provision of good quality service to students. The purpose of this study was to determine the difference between the expectations of service and the perceptions of actual service provided by the Human Resources Department at the University of Pretoria. The respondent group included students from a variety of disciplines who chose Industrial and Organisational Psychology as subject. Based on the survey method a questionnaire was used to gather the relevant information. The literature study identified five important dimensions of customer service namely tangibles, reliability, responsibility, security and empathy. The expectations and perceptions of the students (n=255) of actual service in terms of the above dimensions were determined and weighed against each other. The results of this study showed that although there is room for improvement, the level of customer service provided by the department was proven to be satisfactory. The following conclusions were made regarding the perceptions of the research group in terms of current and expected levels of service. Aspects that appeared to be most satisfactory, were appearance of employees, reliability of lecturers, safety of interaction, time spent with students and keeping of accurate records. There is room for improvement in the following areas: spending time with individuals, current working and consulting hours, efficiency of available facilities and attention given to students' needs. Field of study, age, language, residence, academic and historical year did not have any effect worth mentioning on the perceptions of current levels of service. Biographical variables did have an impact on the expectations of levels of service. / Dissertation (MCom)--University of Pretoria, 2001. / Human Resource Management / unrestricted

<p><strong>Introduction:</strong> Client-Centred Care (CCC) is emerging as a best practice in health care organizations around the world. Partnerships between patient, family, and health professionals in planning and delivery of health care services are known to improve outcomes and satisfaction with care. Studies report lack of understanding of the elements involved in creating this partnership, and identify the need for valid and reliable measures of client-centredness for adults</p> <p><strong>Objectives:</strong> 1) To explore the historical evolution and current state of CCC as these were used in adult health care settings; 2) to evaluate the performance of the adapted MPOC for Adults (MPOC-A) and MPOC-SP (A) as measures of client-centredness from the perspectives of adult clients and their HCPs, respectively; and 3) to develop an in-depth understanding of health professionals’ and clients’ experiences of engaging in CCC.</p> <p><strong>Methods: </strong>A narrative review was completed to explore the development and conceptualization of CCC. Two validation studies looked at psychometric properties of the Measure of Processes of Care for Adults (MPOC-A) in orthopedic surgery and in-patient neurological rehabilitation settings, and the Measure of Processes of Care for Service Providers working with Adults (MPOC-SP (A)) in in-patient neurological rehabilitation programs. A qualitative study using Grounded Theory methodology explored experiences of CCC, barriers, and supports to developing successful partnerships from patients’, families’, and health care professionals’ perspectives.</p> <p><strong>Results: </strong>The narrative review presented theoretical conceptualizations and definitions of CCC and identified areas that needed further development, e.g., clinical implementation of CCC principles into adult health care, development of valid and reliable outcome measures for adult clients, etc. In the validation studies, good to excellent internal consistency and moderate to good correlations between domains supported internal reliability of the tools. Results of confirmatory factor analysis of MPOC-SP (A) supported the original multi-dimensional structure of the tool.</p> <p>Being on common ground was the main category identified by both clients and HCPs in the qualitative study. All participants repeatedly highlighted the importance of good communication and information flow among all the parties.</p> <p><strong>Conclusions: </strong>The MPOC-A and MPOC-SP (A) will be useful in assisting with program evaluation and quality control. The qualitative components of this study will help to improve our understanding of attributes of programs and health professionals that clients consider important for good quality care, and will provide some practical recommendations for clinicians on implementation of CCC into practice.</p> / Doctor of Rehabilitation (RhD)

The purpose of this quantitative, quasi-experimental study was to examine the effects of a standardized case conceptualization training workshop on 104 psychotherapy practitioners recruited from the community. A secondary purpose was to examine the relationship between participants’ attitudes about evidence-based practice and the effects of the training. Participants attended two 3-hour training workshops, which taught the integrative case conceptualization model developed by Sperry (2010b). Pre- and postintervention case conceptualization skills were assessed using the Case Conceptualization Evaluation Form (CCEF) 2.0, an updated version of the instrument used in previous studies. Additionally, participants’ views about case conceptualization were assessed before and after training using the Views about Case Conceptualization (VACC) instrument. Participants’ attitudes about evidence-based practice were also examined as a possible mediating variable between training and effect. These attitudes were assessed using the Evidence-Based Practice Attitudes Scale (EBPAS). Workshops were separated by four weeks in order to assess whether initial training effects persisted over time. Change in case conceptualization skill was analyzed using repeated measures ANOVA. Participants’ mean CCEF 2.0 scores significantly increased (p < .001) from pre-test (M = 11.9; SD = 7.74) to post-test (M = 36.7; SD = 7.80) following the first workshop. The second workshop took place four weeks later with 74 of the original 104 participants. It built on the content of the first workshop and introduced advanced concepts such as client culture, strengths and protective factors, and predictive ability. Participants’ mean CCEF 2.0 scores also significantly increased (p < .001) from pre-test (M = 35.1; SD = 8.11) to post-test (M = 66.3; SD = 10.95) following the second workshop. There was a small but statistically significant (p < .005) decrease of 1.5 points in mean scores from the end of Workshop I to Workshop II, indicating that the effects of the training deteriorate slowly over time. Participants’ attitudes about evidence based practice and some demographic variables were significantly related to training effects. Stepwise hierarchical regression analysis determined that these individual variables account for various portions of the variance in CCEF 2.0 scores. This study’s theoretical, practice, and research implications are discussed in detail. / Includes bibliography. / Dissertation (Ph.D.)--Florida Atlantic University, 2016. / FAU Electronic Theses and Dissertations Collection

Utilizando como referência teórica a Abordagem Transdisciplinar e os conhecimentos produzidos pelos movimentos New Age, particularmente pelas Psicologias Transpessoais de enfoque humanista, entre as quais a Abordagem Centrada na Pessoa, este estudo tem por objetivo geral participar dos debates sobre essas abordagens e sobre as relações entre Psicologia e Informática, novo campo de ação para psicólogos, aqui particularizados os novos métodos de auto-conhecimento mediados por computador, via Internet, a distância. Define como objetivo específico verificar as potencialidades e contribuições do Processo Self-Empowerment, método de Personal Coaching, basicamente mediado a distância, via Internet, e desenvolvido ao longo de três etapas ou módulos: (1) Etapa da reflexão biográfica, (2) Etapa da consulta oracular ao Eu Interior por meio do Jogo da Transformação e (3) Etapa de estruturação de um Plano de Ação. A pesquisa descritiva aqui apresentada considerou os fundamentos teóricos do processo e sua metodologia. Seus resultados possibilitara constituir um conjunto articulado, teórico-metodológico, que contribui expressivamente para a condução de processos de autoconhecimento, auto-realização e auto-transcendência, em geral e, de modo particular, para os processos de personal coaching via Internet. Os resultados da pesquisa mostram que o Processo Self-Empowerment possibilita aos participantes um melhor conhecimento de si mesmos, atualização de suas potencialidades e maior possibilidade de uma participação social mais efetiva e consciente. / The general aim of this study is to participate in the debate between Transdisciplinarity, Transpersonal and Humanistic Psychology, including the Person-Centered Approach, with E-learning and Information Technology in Internet, as new branch of psychology with new methods to counseling, self-knowledge mediated by computer, through e-learning. The research intended to verify the specific capabilities and contributions of the Case Self-Empowerment Journey of Transformation as an E-learning Counseling or as a Personal Coaching Method developed over three phases or modules: (1) Phase of autobiographical reflection, (2) Phase of oracular consultation of the Self through the Transformation Game (3) Phase of Action Planning. This descriptive research aims in additional for the theoretical and methodological approach of Self-Empowerment Process. The results indicate that Self- Empowerment Process contributes significantly to the Internet counseling and to self-development, self-knowledge, self-realization and self-transcendence, and contributes to participants have more effective in social participation.

In general, people with severe psychiatric disability living in sheltered or supported housing lead passive, solitary lives. Current rehabilitative approaches often neglect considering an agentic perspective of the residents in sheltered or supported housing. Furthermore, the outreach and societal contexts are often not considered. Thus, practitioners tend to overlook the potential in providing support and rehabilitation that is adapted to their individual, collective and changing needs. My approach was to develop a model for Everyday Life Rehabilitation (ELR), which has a potential to promote agency while targeting recovery, meaningful daily occupations, social participation, and person-driven goals. We employed two occupational therapists (OT) and offered an intervention with ELR in a medium-sized municipality in northernSwedenand evaluated this intervention from the perspectives of residents and community care workers (CCW), using a combination of quantitative and qualitative methods. This thesis comprises four studies that focus on a home and community context, late rehabilitation efforts, daily occupations, and client-centredness. The overall aim is to understand and evaluate the impact of recovery- and occupation-oriented interventions in a home context for people with severe psychiatric disability. The study settings are sheltered and supported housing facilities. The first study (n=6) explores the significance of home for occupational transformations. The analysis reveals how residential conditions facilitate rehabilitative interactions, generating occupational transformations such as increasing social competence and taking charge of daily occupations. The second study evaluates occupation- and health-related outcomes of the ELR-intervention for residents (n=17). Pre-, post-, and follow-up differences in tests scores on goal attainment, occupation, and health-related factors indicate that important progress is made. The third study explores residents’ (n=16) narratives about occupational transformations in the context of everyday life and life history. Narrative analysis discloses stories of ‘rediscovering agency’, referring to occupational and identity transformations. The fourth study illuminates community care workers’ (n=21) experiences of collaborating with residents and OTs, using ELR. The CCW’ view on residents, rehabilitation, and the own role, along with organisational conditions in the housing facility, seem to characterise different outlooks influencing the CCWs responsiveness or resistance to the intervention. In conclusion, rehabilitation in a supported housing context appears paradoxical due to tensions between opposing values such as authentic versus artificial, and independence versus dependence. However, if residents are engaged in challenging these tensions, they can function as ‘progressive tensions’ generating change. Considering the personal and social meaning of home also appears to be valuable. The intervention studies on ELR, demonstrate its value for participants and indicates that a recovery approach applying ELR would promote shared perspectives among residents, CCWs, and OTs, while facilitating ‘agent-supported rehabilitation’ and ‘out-of-housing strategies’. The thesis provides initial support for the use of ELR-interventions and proposes continued research. / Vardagslivets Rehabilitering (Everyday Life Rehabilitation)

I takt med att befolkningen lever längre och åldersstrukturen förändras har samhället genomfört en satsning för att äldre ska kunna bo kvar hemma så länge som möjligt, den så kallade Kvarboendeprincipen. Följden är att vårdrelaterade insatser har ökat i hemmet där bostadsanpassning är en insats som möjliggör kvarboende längre. För att få en bostadsanpassning krävs det att en arbetsterapeut, eller annan sakkunnig, intygar att behovet finns genom att bedöma personens funktionsnedsättning relaterat till det som utgör ett hinder för aktivitetsutförande. Syftet med denna studie är att beskriva arbetsterapeuters kunskaper och erfarenheter av sin roll i bostadsanpassningsprocessen samt hur arbetsterapeuten involverar klienten i denna process. Tio arbetsterapeuter med minst två års arbetserfarenhet inom bostadsanpassningsområdet intervjuades genom semistrukturerade intervjuer. Resultatet framhäver arbetsterapeutens olika roller gentemot klienten och bostadsanpassningsenheten. Resultatet belyser även etiska dilemman och vikten av den praxisbaserade kunskapen. Vidare skulle en tydligare processbeskrivning och ökad vetenskaplig grund bidra till en mer jämlik vård för klienten, där både vetenskap och beprövad erfarenhet används. / As people live longer and the age structure changes, society has carried through an initiative to allow older people to live at home as long as possible, the so-called principle remaining living at home. The consequence is that health care related activities have increased in the home where housing adaptation is an initiative that enables remain living at home longer. To get a home modification requires that an occupational therapist, or other expert, certify that the need exists by assessing the person's disability related to that constitutes a barrier to occupational performance. The purpose of this study is to describe occupational therapists knowledge and experience of its role in the home modification process and how the occupational therapist involves the client in this process. Ten occupational therapists with at least two years of work experience in the field of home modifications were interviewed through semi-structured interviews. The result highlights the occupational therapist has different roles towards the client and home adaptation unit. The result also highlights the ethical dilemmas and the importance of the practice-based knowledge. Furthermore, a clearer process description and increased scientific basis would contribute to a more equitable care for the client, where both science and proven experience in use.

O presente estudo teve por objetivo geral investigar junto a psicoterapeutas que trabalham com crianças, de diferentes abordagens teóricas (Psicodrama, Gestalt terapia e Centrada no Cliente), como está sendo experienciada essa prática clínica. Para tanto, foram entrevistadas 6 (seis) psicoterapeutas, com experiência profissional que variou de 10 (dez) a 30 (trinta) anos, sendo 2 (duas) de cada abordagem. A entrevista foi semidirigida e compreendeu as seguintes dimensões: sentimentos experimentados como terapeuta infantil, obstáculos enfrentados, recursos utilizados, necessidades sentidas, avaliação da especialidade e um encerramento livre. As entrevistas foram realizadas de forma individual e foram gravadas e transcritas. Após leitura das repostas nas dimensões citadas, observou-se que não houve diferenças nas repostas dadas pelas participantes relacionadas à especialidade na qual atuam. De maneira geral pode-se dizer que: 1) os sentimentos experimentados foram de valorização ao trabalho com a criança pelo seu caráter preventivo, além de gratificante e bonito por propiciar o crescimento de cada indivíduo, porém, ao mesmo tempo experimentam frustração, solidão e impotência, principalmente quando os pais não colaboram; 2) os obstáculos enfrentados referem-se à dificuldade de conseguir a aliança com os pais, o pequeno número de profissionais que atuam nessa especialidade e a escassez de pesquisas e literatura; 3) os recursos utilizados perpassam pela rede social da criança (pais, parentes, amigos) e, quanto aos recursos técnicos, utilizam brinquedos estruturados e não estruturados, testes e técnicas; 4) as necessidades sentidas incluem a busca constante de atualização, revisão através de supervisões e trocas entre os profissionais, bem como de congressos e cursos, 5) a avaliação que fazem da área é que ela é mais difícil porque requer o esforço físico do profissional, o entendimento da linguagem da criança, tanto verbal como não verbal, e a questão cultural de que tudo que se refere a criança é menos valorizado. No caminhar através dos diversos autores que embasaram o estudo encontrou-se na abordagem construcionista social/narrativa uma postura ética diferenciada na prática terapêutica com a criança e seus familiares. Acredita-se que as dificuldades são minimizadas e os resultados mais efetivos quando a criança é também trabalhada junto com a família, seja mediante a terapia familiar, seja por encontros familiares breves. / The present study has as the general objective to investigate with child psychotherapists of different theoretical approaches (Psychodrama, Gestalt and Client Centered therapy), how the clinical practice is being experienced. To do so, 6 (six) child psychotherapists, having a professional experience ranging from 10 (ten)to 30 (thirty) years, being 2 from each approach were interviewed. The interview was semi-directed and comprised the following dimensions: feelings experienced as a child psychotherapist, obstacles faced, used resources, necessities felt, evaluation of the speciality and a last question for additional information. The interviews were conducted individually and were taped and transcribed. After reading the answers of the above quoted dimensions, we can conclude that there were no differences in the responses given by the participants related to the speciality in which they work. In a general way we can say that: 1) The feelings experienced were of valuing the work with children due to its preventive character, in addition to that, it is gratifying and nice because it favors the person growth, though, at the same time the therapists feel the frustration, solitude and impotence, especially when the parents do not cooperate; 2) The obstacles faced reter to the difficulty of getting an alliance with the parents, the small number of professionals working in this area and the lack of research and related literature; 3) The used resources passed by the social network of the child (parents, relatives, friends), and regarding the technical resources, structured and non structured toys, tests and several techniques were used; 4) The necessities felt include the constant search for updating, revision through supervisions and exchange of experience with other professionals, as well as, congresses and courses; 5) The evaluation they have on the area is that, it is more difficult because it requires physical effort of the professional, the understanding of the child's language, not only verbal but also non verbal, and the cultural issue that everything that refers to children is does not receive the same value. Browsing through the several authors in whom the studies were based on, we found in the social/narrative constructionist approach a distinguished ethical position in the therapeutic practice with the children and their families. We also hold the position that the difficulties are minimized and the results more effective when the child and the family work together, either with family therapy, or brief family meetings

Utilizando como referência teórica a Abordagem Transdisciplinar e os conhecimentos produzidos pelos movimentos New Age, particularmente pelas Psicologias Transpessoais de enfoque humanista, entre as quais a Abordagem Centrada na Pessoa, este estudo tem por objetivo geral participar dos debates sobre essas abordagens e sobre as relações entre Psicologia e Informática, novo campo de ação para psicólogos, aqui particularizados os novos métodos de auto-conhecimento mediados por computador, via Internet, a distância. Define como objetivo específico verificar as potencialidades e contribuições do Processo Self-Empowerment, método de Personal Coaching, basicamente mediado a distância, via Internet, e desenvolvido ao longo de três etapas ou módulos: (1) Etapa da reflexão biográfica, (2) Etapa da consulta oracular ao Eu Interior por meio do Jogo da Transformação e (3) Etapa de estruturação de um Plano de Ação. A pesquisa descritiva aqui apresentada considerou os fundamentos teóricos do processo e sua metodologia. Seus resultados possibilitara constituir um conjunto articulado, teórico-metodológico, que contribui expressivamente para a condução de processos de autoconhecimento, auto-realização e auto-transcendência, em geral e, de modo particular, para os processos de personal coaching via Internet. Os resultados da pesquisa mostram que o Processo Self-Empowerment possibilita aos participantes um melhor conhecimento de si mesmos, atualização de suas potencialidades e maior possibilidade de uma participação social mais efetiva e consciente. / The general aim of this study is to participate in the debate between Transdisciplinarity, Transpersonal and Humanistic Psychology, including the Person-Centered Approach, with E-learning and Information Technology in Internet, as new branch of psychology with new methods to counseling, self-knowledge mediated by computer, through e-learning. The research intended to verify the specific capabilities and contributions of the Case Self-Empowerment Journey of Transformation as an E-learning Counseling or as a Personal Coaching Method developed over three phases or modules: (1) Phase of autobiographical reflection, (2) Phase of oracular consultation of the Self through the Transformation Game (3) Phase of Action Planning. This descriptive research aims in additional for the theoretical and methodological approach of Self-Empowerment Process. The results indicate that Self- Empowerment Process contributes significantly to the Internet counseling and to self-development, self-knowledge, self-realization and self-transcendence, and contributes to participants have more effective in social participation.

Made available in DSpace on 2017-06-01T18:08:57Z (GMT). No. of bitstreams: 1 Maria Ivone.pdf: 5389989 bytes, checksum: 6a3556c38a66f8b0c588161628cb7181 (MD5) Previous issue date: 2003-02-06 / The present study has as the general objective to investigate with child psychotherapists of different theoretical approaches (Psychodrama, Gestalt and Client Centered therapy), how the clinical practice is being experienced. To do so, 6 (six) child psychotherapists, having a professional experience ranging from 10 (ten)to 30 (thirty) years, being 2 from each approach were interviewed. The interview was semi-directed and comprised the following dimensions: feelings experienced as a child psychotherapist, obstacles faced, used resources, necessities felt, evaluation of the speciality and a last question for additional information. The interviews were conducted individually and were taped and transcribed. After reading the answers of the above quoted dimensions, we can conclude that there were no differences in the responses given by the participants related to the speciality in which they work. In a general way we can say that: 1) The feelings experienced were of valuing the work with children due to its preventive character, in addition to that, it is gratifying and nice because it favors the person growth, though, at the same time the therapists feel the frustration, solitude and impotence, especially when the parents do not cooperate; 2) The obstacles faced reter to the difficulty of getting an alliance with the parents, the small number of professionals working in this area and the lack of research and related literature; 3) The used resources passed by the social network of the child (parents, relatives, friends), and regarding the technical resources, structured and non structured toys, tests and several techniques were used; 4) The necessities felt include the constant search for updating, revision through supervisions and exchange of experience with other professionals, as well as, congresses and courses; 5) The evaluation they have on the area is that, it is more difficult because it requires physical effort of the professional, the understanding of the child's language, not only verbal but also non verbal, and the cultural issue that everything that refers to children is does not receive the same value. Browsing through the several authors in whom the studies were based on, we found in the social/narrative constructionist approach a distinguished ethical position in the therapeutic practice with the children and their families. We also hold the position that the difficulties are minimized and the results more effective when the child and the family work together, either with family therapy, or brief family meetings / O presente estudo teve por objetivo geral investigar junto a psicoterapeutas que trabalham com crianças, de diferentes abordagens teóricas (Psicodrama, Gestalt terapia e Centrada no Cliente), como está sendo experienciada essa prática clínica. Para tanto, foram entrevistadas 6 (seis) psicoterapeutas, com experiência profissional que variou de 10 (dez) a 30 (trinta) anos, sendo 2 (duas) de cada abordagem. A entrevista foi semidirigida e compreendeu as seguintes dimensões: sentimentos experimentados como terapeuta infantil, obstáculos enfrentados, recursos utilizados, necessidades sentidas, avaliação da especialidade e um encerramento livre. As entrevistas foram realizadas de forma individual e foram gravadas e transcritas. Após leitura das repostas nas dimensões citadas, observou-se que não houve diferenças nas repostas dadas pelas participantes relacionadas à especialidade na qual atuam. De maneira geral pode-se dizer que: 1) os sentimentos experimentados foram de valorização ao trabalho com a criança pelo seu caráter preventivo, além de gratificante e bonito por propiciar o crescimento de cada indivíduo, porém, ao mesmo tempo experimentam frustração, solidão e impotência, principalmente quando os pais não colaboram; 2) os obstáculos enfrentados referem-se à dificuldade de conseguir a aliança com os pais, o pequeno número de profissionais que atuam nessa especialidade e a escassez de pesquisas e literatura; 3) os recursos utilizados perpassam pela rede social da criança (pais, parentes, amigos) e, quanto aos recursos técnicos, utilizam brinquedos estruturados e não estruturados, testes e técnicas; 4) as necessidades sentidas incluem a busca constante de atualização, revisão através de supervisões e trocas entre os profissionais, bem como de congressos e cursos, 5) a avaliação que fazem da área é que ela é mais difícil porque requer o esforço físico do profissional, o entendimento da linguagem da criança, tanto verbal como não verbal, e a questão cultural de que tudo que se refere a criança é menos valorizado. No caminhar através dos diversos autores que embasaram o estudo encontrou-se na abordagem construcionista social/narrativa uma postura ética diferenciada na prática terapêutica com a criança e seus familiares. Acredita-se que as dificuldades são minimizadas e os resultados mais efetivos quando a criança é também trabalhada junto com a família, seja mediante a terapia familiar, seja por encontros familiares breves.

This paper does not purport to be an examination of Zen or Taoism, but rather a view of certain aspects of Zen and Taoism, but rather a view of certain aspects of Zen and Taoism from the vantage point of contemporary psychology, to see if a metaphysic, a philosophical resting-place, might not be found for the admittedly pragmatic science of clinical psychology. The questions the paper asks, then, and attempts to answer, are (1) can such a formulation be made, and (2) does psychotherapy conducted from this point of view move satisfactorily.