Thesis (MA)--University of Stellenbosch, 2000. / ENGLISH ABSTRACT: Owing to the dramatic change in the South African political and economic environment during the last few years, it seems more important than ever for upper level management in organizations to be aware of the sources which encourage and discourage their middle level managers to strive to implement the organizational goals. The focus of this study is on male and female middle level managers, and as no documented South African study based on such a sample group could be found, the study is largely investigativeby nature. The general aim of the study is to investigate the different attitudes and perceptions of men and women with regard to sources of job satisfaction, sources which contribute to job dissatisfaction, and job stress. In this regard it was decided to make use of triangulation by which qualitative and quantitative research methods are used. Thematic analysis is used on the qualitative level to identify the possible sources of job satisfaction, dissatisfaction and job stress. This method is quantitatively supported by a determination of the frequencies and percentages of subject responses by means of semi structured interviews. Although certain limitations are identified in the study, significant differences were found in the quantitative data with regard to the causes of job satisfaction and dissatisfaction between men and women. The causes of job stress seems to be similar for both sexes. On a qualitative level it was found that the experience of success is rated as the most important source of job satisfaction and that interpersonal relationships are the most significant source of job dissatisfaction. Further it seems that work expectations / demands are the major source of job stress for the subjects. / AFRIKAANSE OPSOMMING: Omdat die Suid-Afrikaanse politieke- en ekonomiese omgewing die afgelope paar jaar geweldig verander het, blyk dit noodsaakliker as ooit te wees dat die topbestuur van organisasies bewus sal wees wat hul werkers - in die besonder middelvlakbestuurders- aanmoedig, maar ook ontmoedig om organisatoriese doelwitte na te streef en te implementeer. Die fokus van hierdie studie is op manlike en vroulike middelvlakbestuurders. Aangesien daar geen gedokumenteerde studies rakende die bronne van werksatisfaksie én werkstres by middelvlakbestuurders in die bedryf onderneem is nie, is die studie tot 'n groot mate ondersoekend van aard. Die algemene doelstelling van die studie is om ondersoek in te stel na die verskillende houdings en persepsies van mans en dames rakende werksatisfaksie, bronne wat bydra dat werksatisfaksie nie ervaar word nie, en werkstres. In dié verband is besluit om van triangulasie gebruik te maak, dit wil sê van kwalitatiewe- en kwantitatiewe navorsingsmetodes. Op die kwalitatiewe vlak word tematiese analise gebruik om potensiële bronne van werksatisfaksie, dissatisfaksie en werkstres te identifiseer. Hierdie metode word verder kwantitatief ondersteun deur 'n bepaling van frekwensies en persentasies van subjekte se response wat uit semi-gestruktureerde onderhoude verkry is. Alhoewel daar heelwat beperkings in die studie geïdentifiseer is, is daar uit die kwantitatiewe data gevind dat daar 'n verskil is in die bronne van werksatisfaksie en dissatisfaksie by mans en dames. Die bronne van werkstres is egter dieselfde vir beide geslagte. Op 'n meer kwalitatiewe vlak blyk dit dat die ervaring van sukses die grootste bron van ....werksatisfaksie is en dat interpersoonlike verhoudings die bron is wat die meeste bydra tot dissatisfaksie. Verder blyk dit dat werksverwagtinge / -eise die grootste bron van werkstres vir die subjekte is.

Thesis (MA)--University of Stellenbosch, 2003. / ENGLISH ABSTRACT: The primary aim of this study was to determine the relationship between stress (as manifested in anxiety and depression), coping strategies and burnout in South African clinical and counselling psychologists. The degrees of anxiety and depression, as well as the levels of burnout and types of coping strategies that psychologists used, were examined firstly. This was followed by an investigation into the coping strategies that correlated with anxiety and depression respectively. Stepwise multiple regression analyses were performed to complete this task. The relationship between anxiety and burnout, as well as between depression and burnout, were examined, using linear regression analyses. An investigation into the coping strategies that correlated with burnout was also performed, using stepwise multiple regression analyses. Finally, the influence of various biographical variables on burnout was determined, making use of linear regression analyses, t-tests, one-way analyses of variance and Tukey tests. The study was conducted with the aid of the internet, which involved the mailing of an explanatory letter to a stratified, randomly selected sample of a thousand psychologists, requesting the recipients to visit a web page and complete five questionnaires electronically. The test battery consisted of the following: A biographical questionnaire; the Beck Depression Inventory (BOl), which was used to determine the presence of depression; the Maslach Burnout Inventory (MBI), to examine the levels of burnout; the S-scale of the State-Trait Anxiety Inventory (STAl), which was used to measure anxiety; and the Brief Coping Orientations to Problems Experienced (Brief COPE), for the measurement of fourteen different coping strategies. A total of 238 registered psychologists (representing a response rate of 23.8%) participated in the study. Results indicated that 134 (56.3%) psychologists experienced above-average levels of anxiety, while 129 (54.2%) were at least mildly depressed. Regarding the three components of burnout, 72 (30.25%) and 64 (26.89%) experienced high and moderate levels of emotional exhaustion respectively, 49 (20.59%) and 65 (27.31%) experienced high and moderate levels of depersonalization respectively, while 68 (28.57%) and 84 (35.29%) reported strong and moderate feelings of reduced personal accomplishment respectively. Participants made use of all 14 coping strategies, as measured by the Brief COPE, but the coping strategy of active coping was used mostly, while behavioural disengagement was used the least. A combination of the coping strategies of self-blame, behavioural disengagement, denial, a lack of humour, self-distraction, a lack of acceptance of the reality of the stressful situation, venting and substance use, was a significant predictor of high levels of anxiety. A combination of substance use, self-blame, self-distraction, denial, and a lack of seeking instrumental support, contributed significantly to the prediction of depression. The participants' levels of anxiety and depression, respectively, were both significant predictors of burnout, as measured on all three MBI subscales. Emotional exhaustion was significantly predicted by the combination of behavioural disengagement, venting, a lack of humour, and active coping, while a combination of behavioural disengagement, a lack of positive reframing, venting, a lack of religious involvement, selfdistraction, the absence of emotional support seeking, and the absence of denial, significantly predicted depersonalization. The combination of a lack of the use of positive reinterpretation, selfdistraction, a lack of humour, self-blame, a lack of planning, seeking instrumental support, and behavioural disengagement, significantly predicted feelings of reduced personal accomplishment. Regarding biographical variables, the following results were obtained: Age was a significant predictor of emotional exhaustion and depersonalization, but not of feelings of reduced personal accomplishment. Male psychologists experienced significantly more emotional exhaustion and depersonalization than their female counterparts, but no significant difference between the sexes was found for reduced personal accomplishment. The number of hours per week spent in conducting psychotherapy with patients/clients was a significant positive predictor of emotional exhaustion, depersonalization and feelings of personal accomplishment. The number of years in practice only contributed significantly to the prediction of emotional exhaustion, but not to the prediction of depersonalization or feelings of reduced personal accomplishment. Participants who followed a psychodynamic therapeutic approach experienced significantly more emotional exhaustion than those who used a combination of cognitive behavioural therapy and personcentered therapy. When comparing the systemic and narrative approaches, the former contributed more significantly to feelings of reduced personal accomplishment in psychologists. No significant differences regarding scores on any of the three MBI subscales were found between participants who were married, divorced, or had never been married. Experiencing difficulties with the settlement of accounts by medical aid schemes was a significant predictor of burnout, with respect to all three MBI subscales. Having difficulties with bad debts, however, contributed significantly to the prediction of a decrease in depersonalization, but not to the prediction of emotional exhaustion or reduced personal accomplishment. / AFRIKAANSE OPSOMMING: Die primêre doelstelling van hierdie studie was om ondersoek in te stel na die verband tussen stres (soos gemanifesteer in angs en depressie), streshanteringstrategieë en uitbranding by Suid- Afrikaanse kliniese en voorligtingsielkundiges. Die mate van angs en depressie, asook die vlakke van uitbranding en tipes streshanteringstrategieë wat sielkundiges gebruik het, is eerstens vasgestel. Vervolgens is die streshanteringstrategieë wat verband hou met angs en depressie onderskeidelik, met behulp van stapsgewyse meervoudige regressie-analises bepaal. Die verband tussen angs en uitbranding, asook tussen depressie en uitbranding, is met behulp van lineêre regressie-analises ondersoek. Verder is die streshanteringstrategieë wat verband hou met uitbranding deur middel van stapsgewyse meervoudige regressie-analises bepaal. Laastens is die invloed van, verskeie biografiese veranderlikes op uitbranding deur middel van lineêre regressieanalises, t-toetse, eenrigting-variansie-analises en Tukey-toetse ondersoek. Die studie is met behulp van die internet uitgevoer, wat behels het dat elke lid van 'n gestratifiseerde, ewekansig-geselekteerde steekproef van 'n duisend geregistreerde kliniese en voorligtingsielkundiges 'n brief per pos ontvang het, met die versoek om 'n webbladsy te besoek en vyf vraelyste daarop te voltooi. Die toetsbattery het bestaan uit die volgende: 'n biografiese vraelys; die Beck Depression Inventory (BDI), wat gebruik is om die teenwoordigheid van depressie by die deelnemers vas te stel; die Maslach Burnout Inventory (MBI), om die vlakke van uitbranding te ondersoek; die S-skaal van die State-Trait Anxiety Inventory (STAl), vir die meting van angs; asook die Brief Coping Orientations to Problems Experienced (Brief COPE), wat gebruik is om te bepaal in watter mate deelnemers 14 streshanteringstrategieë gebruik het. 'n Totaal van 238 geregistreerde sielkundiges (wat 'n responskoers van 23.8% verteenwoordig) het aan die studie deelgeneem. Die resultate het aangedui dat 134 (56.3%) sielkundiges bogemiddelde angsvlakke ervaar het, terwyl 129 (54.2%) minstens tot 'n ligte mate depressief was. Wat die drie komponente van uitbranding betref, het 72 (30.25%) hoë en 64 (26.89%) matige vlakke van emosionele uitputting ervaar, 49 (20.59%) en 65 (27.31%) het onderskeidelik hoë en matige vlakke van depersonalisasie ervaar, terwyl 68 (28.57%) en 84 (35.29%) onderskeidelik sterk en matige gevoelens van verminderde persoonlike bekwaamheid gerapporteer het. Die deelnemers het van al 14 Brief COPE-streshanteringstrategieë gebruik gemaak, terwyl die meeste van aktiewe streshantering en die minste van losmakingsgedrag gebruik gemaak het. 'n Kombinasie van die streshanteringstrategieë van selfblamering, losmakingsgedrag, ontkenning, 'n gebrek aan humor, self-afleiding, 'n gebrek aan aanvaarding van die realiteit van die stresvolle situasie, emosionele ontlading en substansgebruik, was 'n beduidende voorspeller van hoë angsvlakke. Die gesamentlike gebruik van substansgebruik, selfblamering, self-afleiding, ontkenning en die afwesigheid van instrumentele ondersteuningsoeke, was 'n beduidende voorspeller van depressiewe simptomatologie. Die deelnemers se angs- en depressievlakke onderskeidelik, was albei beduidende voorspellers van uitbranding ten opsigte van al drie die subskale van die MBI. Die streshanteringstrategieë wat emosionele uitputting beduidend voorspel het, was 'n kombinasie van losmakingsgedrag, emosionele ontlading, 'n gebrek aan humor en die gebruik van aktiewe streshanteringsmetodes. Depersonalisasie is beduidend voorspel deur die gesamentlike voorkoms van losmakingsgedrag, 'n gebrek aan positiewe herformulering, emosionele ontlading, 'n gebrek aan geloofsbeoefening, self-afleiding, die afwesigheid van emosionele ondersteuningsoeke en die afwesigheid van ontkenning. Die gesamentlike voorkoms van 'n gebrek aan positiewe herformulering, self-afleiding, 'n gebrek aan humor, selfblamering, 'n gebrek aan beplanning, instrumentele ondersteuningsoeke en losmakingsgedrag, was beduidende voorspellers van verminderde persoonlike bekwaamheid. Wat die biografiese veranderlikes betref, is die volgende resultate vir die totale steekproef verkry: Ouderdom was 'n beduidende voorspeller van emosionele uitputting en depersonalisasie, maar nie van verminderde persoonlike bekwaamheid nie. Manlike sielkundiges het beduidend meer emosionele uitputting en depersonalisasie ervaar as hulle vroulike kollegas, maar geen beduidende verskil tussen die geslagte is ten opsigte van verminderde persoonlike bekwaamheid bevind nie. Die aantal ure wat per week aan psigoterapeutiese werk met pasiënte/kliënte bestee is, was 'n beduidende positiewe voorspeller van emosionele uitputting, depersonalisasie en gevoelens van persoonlike bekwaamheid. Die aantal jare wat sielkundiges reeds gepraktiseer het, was slegs 'n beduidende voorspeller van emosionele uitputting, maar nie van depersonalisasie en gevoelens van verminderde persoonlike bekwaamheid nie. Sielkundiges wat 'n psigodinamiese terapeutiese benadering toegepas het, het beduidend meer emosionele uitputting ervaar as diegene wat 'n kombinasie van kognitiewe gedragsterapie en persoonsgesentreerde terapie gebruik het. In vergelyking met 'n narratiewe benadering, het die toepassing van 'n sisteembenadering tot beduidend minder gevoelens van persoonlike bekwaamheid by sielkundiges gelei. Geen beduidende verskille ten opsigte van sielkundiges wat getroud, geskei of nooit getroud was, is ten opsigte van enige van die drie MBI-subskaaltellings gevind nie. Die ervaring van probleme met die vereffening van rekeninge deur mediese fondse was 'n beduidende voorspeller van uitbranding ten opsigte van al drie die MBI-subskale. Die ervaring van probleme met oninbare skulde was egter 'n beduidende voorspeller van 'n afname in depersonalisasie, maar nie van emosionele uitputting of verminderde persoonlike bekwaamheid nie.

Thesis (MBA (Business Management))--Stellenbosch University, 2008. / ENGLISH ABSTRACT: The aim of this study was to explore the relationships between emotional intelligence, burnout and absenteeism of bus drivers in the scheduled public bus services industry. A controlled inquiry of non-experimental research was used. In addition, correlational and multivariate research, as a form of relational research, was employed to explore the relationships between the three constructs. The constructs were defined as follows: emotional intelligence as the basic capacity of a person to identify and utilise emotion (Goleman, 1998); burnout as a syndrome consisting of three negative response patterns which include: emotional exhaustion, depersonalisation and diminished personal accomplishment. (Maslach & Jackson 1986, in Schaufeli & Buunk, 2003) and absenteeism as the average numbers of days a driver was absent from work. A sample of 245 bus driver employees was drawn from the depots of Golden Arrow Bus Services (Pty) Ltd. The Swinburne Emotional Intelligence Test (Palmer & Stough, 2001) and the Copenhagen Burnout Inventory (Kristensen, Borritz, Villadsen & Christensen, 2005) were administered. The results showed that there was a moderate negative relationship between emotional intelligence and burnout. Emotional management (a dimension of emotional intelligence) was negatively related to all three the dimensions of burnout namely personal burnout, work burnout and client burnout (a dimension of burnout), indicating that where bus drivers are capable of managing emotions, levels of burnout would typically decrease. In exploring the relationship between the dimensions of emotional intelligence and absenteeism, no statistically significant relationships were found. In exploring the different dimensions of burnout in their relationship to absenteeism, it did however indicate a small, yet significant positive relationship between work-related burnout and absenteeism. This suggested that bus drivers with a low score in terms of work-related burnout would experience less absenteeism. The limitations of the study and recommendations for future research were discussed. / AFRIKAANSE OPSOMMING: Die doel van die studie was om die verwantskap tussen emosionele intelligensie, uitbranding en afwesigheid van busdrywers in die geskeduleerde publieke busbedryf te ondersoek. Daar is gebruik gemaak van 'n nie-eksperimentele navorsingsontwerp (nl. 'n verkennende opnamestudie) ten einde die verband tussen die konstrukte en hul subdimensies te ondersoek. Daarbenewens is korrelatiewe en meerveranderlike navorsing gebruik as 'n vorm van relasionele navorsing om die verhouding tussen die drie konstrukte te ondersoek. Die konstrukte is soos volg gedefinieer: emosionele intelligensie as die basiese kapasiteit van 'n persoon om emosie te identifiseer en te gebruik (Goleman, 1998); uitbranding as 'n sindroom bestaande uit drie negatiewe responskomponente: emosionele uitputting, depersonalisasie en veminderde gevoel van persoonlike bekwaamheid (Maslach & Jackson 1986, in Schaufeli & Buunk, 2003) en afwesigheid as die gemiddelde hoeveelheid dae wat 'n drywer afwesig was by die werk. 'n Steekproef van 245 busdrywers verbonde aan Golden Arrow Bus Services (Edms) Bpk is geneem. Die respondente het die twee vraelyste, nl. die Swinbume Emotional Intelligence Test (Palmer & Stough, 2001) en die Copenhagen Bumout Inventory (Kristensen, Borritz, Villadsen & Christensen, 2005) voltooi. Die resultate wys dat daar 'n matige negatiewe verhouding bestaan tussen emosionele intelligensie en uitbranding. Die bestuur van emosies, 'n onderafdeling van uitbranding, is negatief verbind aan al drie die onderafdelings van uitbranding nl. persoonlike uitbranding, werksuitbranding en klientuitbranding. Dit dui daarop dat waar busdrywers bevoeg is om hul emosies te bestuur, vlakke van uitbranding tipies sal verminder. In die ondersoek na die verhouding tussen emosionele intelligensie en afwesigheid is geen betekenisvolle statistiese verhoudings geidentifiseer nie. In die ondersoek na die verhouding tussen die onderafdelings van uitbranding en afwesigheid, is 'n klein, dog betekenisvolle, positiewe verhouding geidentifiseer tussen werksuitbranding en afwesigheid. Dit suggereer dat busdrywers met 'n lae werksuitbrandingsvlak minder afwesig sal wees. Die beperkinge van die studie en voorstelle vir toekomstige navorsing is bespreek.

Thesis (MBA)--Stellenbosch University, 2003. / ENGLISH ABSTRACT: Salovey and Mayer have formulated the theory of Emotional Intelligence in 1990. Since then, the term and concept have been widely used to describe the ability to identify and regulate one's own emotions (personal self-management) as well as that of others (relationship skills). This ability is said to be a crucial element in the make-up of company executives today, distinguishing those who are successful from struggling followers. Because of its apparent importance, many industrial psychologists have spent numerous hours developing tests and questionnaires to be applied within the field. The idea is to identify the underlying shortfalls and then design the appropriate corrective strategies that will improve the competencies of managers. In doing so, great benefits are envisaged for the specific company. The proposed neurobiological mechanisms operative in emotional intelligence hinges strongly on the function of the limbic system of the brain. The hippocampus is one limbic region that is central to functions such as mood and emotion. Therefore the optimal working of this brain structure is essential if a person's emotional intelligence is to increase. The workplace of today is a highly stressful environment. International competition for market share, pressures on price and quality, mobility of labour force, are but some of the global factors that are primarily responsible for the extreme stress levels experienced by many employees in leadership positions. One of the body's physiological responses to stress is the release of the hormone cortisol. This cortisol catalyses biochemical reactions that initiate coping mechanisms (e.g. maintenance of blood glucose levels) for the stress. Cortisol also binds to receptors in the brain, one structure being the hippocampus. The purpose hereof has interested scientists for years. Clinical studies have recently shown that high levels of cortisol are deleterious for the brain. Patients suffering from Post -Traumatic Stress Syndrome or Depression showed elevated cortisol levels that were associated with a significant decrease in hippocampal volume. It has been postulated that this defect in hippocampal structure contributes to the behavioural abnormalities observed in these patients. The information contained in this document therefore provides scientific evidence to show that to have programmes aimed at developing the emotional intelligence of people without addressing issues around stressful working environments, is a futile exercise. / AFRIKAANSE OPSOMMING: Salovey en Meyer het die teorie van Emosionele Intelligensie in 1990 geformuleer. Sedertien word die term en konsep wêreldwyd gebruik om die vermoeë te beskryf van iemand wat sy eie emosies (persoonlike selfbestuur) en die van ander (verhoudingsvaardighede) te kan identifiseer en reguleer. Hierdie vermoeë maak 'n kritieke deel uit van die mondering van top bestuurders in 'n firma en onderskei die suksesvolles van die volgelinge. As gevolg van die oënskynlike belangrikheid van emosionele intelligensie, bestee talle industriële sielkundiges menige van hul tyd aan die ontwikkeling van toetse en vraeboë in hierdie veld. Die idee is om die onderliggende kortkominge uit te lig, die gepaste remediërende strategieë te bepaal, wat weer op hul beurt die bevoegdheid van bestuurders moet verbeter. Hierdie aksies kan geweldige voordele vir die firma inhou. Die voorgestelde neurobiologiese meganisme waarop emosionele intelligensie berus, gaan nou gepaard met die funksionering van die limbiese sisteem in die brein. Die hippokampus is een van die limbiese areas wat gemoeid is met gemoed en emosie by die mens. Daarom is die optimale werking van hierdie brein area essensieël vir die ontwikkeling van iemand se emosionele intelligensie. Die hedendaagse werksplek word gekenmerk deur die teenwoordigheid van hoë vlakke van stres. Internasionale kompetisie, druk op prys en kwaliteit, beweeglikheid van werkerskorps, is maar 'n paar van die globale faktore wat primêr verantwoordelik is vir die uitermate vlakke van stress ervaar deur werkers in leierskapsposisies. Vrystelling van die hormoon kortisol, is een van die liggaam se reaksies op stres. Kortisol kataliseer biochemiese reaksies (bv. die handhawing van bloed glukose vlakke) wat die liggaam in staat stel om te "cope" met die stres. Kortisol bind egter ook aan reseptore in die brein, veral in die hippokampus. Die doel hiervan het navorsers vir baie jare geïntereseer. Kliniese studies het onlangs getoon dat hoë vlakke van kortisol skadelik is vir die brein. Pasiënte wat presenteer met Post-traumatiese stres of Depressie, toon verhoogde vlakke van kortisol, wat geassosieër word met 'n beduidende verkleining in die volume van die hippokampus. Dit is dan ook gepostuleer dat hierdie strukturele brein defek aanleiding kan gee tot die gedragsafwykings wat in hierdie pasiënte voorkom. Die inligting vervat in hierdie dokument dui dus daarop dat programme wat bedoel is om emosionele intelligensie van werkers te ontwikkel, 'n sinnelose oefening is, indien die stresvolle omgewing waarin hierdie werkers moet opereer, nie korrek aangespreek word nie.

published_or_final_version / Social Work / Master / Master of Social Work

published_or_final_version / Social Work / Master / Master of Social Work

published_or_final_version / Social Work / Master / Master of Social Work

published_or_final_version / abstract / Education / Master / Master of Education

published_or_final_version / Education / Master / Master of Science in Information Technology in Education

published_or_final_version / abstract / Real Estate and Construction / Doctoral / Doctor of Philosophy