Research on stress factors among General Practitioners in relation to burnout is limited. In view of the clinical impression that stress is becoming more prevalent amongst Indian General Practitioners in urban areas, a study was planned to investigate the demographic variables, stress factors in practice and burnout among Indian General Practitioners in the Greater Durban Area. The research design involved the analysis of data on demographic variables, stress factors in practice and burnout. This data was obtained from a sample of 106 Indian General Practitioners in the Greater Durban Area. Informed consent was obtained by a letter that was sent to the General Practitioners. A Demographic Inventory, a 4 item Stress of Practice Questionnaire and the Maslach Burnout Inventory was administered by a postal questionnaire. The analysis of the scores obtained from the Stress of Practice Questionnaire and the Maslach Burnout Inventory provided the following findings: 1. The stress of practice - 6 factors were identified of which 3 were related to demands of the job, work: home interface and workload. 2. The Indian General Practitioners experienced a low to moderate degree of burnout. 3. The correlation of stress factors and Maslach Burnout Inventory subscales were weak. 4. For emotional exhaustion - dimensions of frequency and intensity, some of the stress related factors explained a fair amount of variation but the relationship was not strong. These findings lend themselves to further research in this field and have significant therapeutic implications for both practitioner and their patients. / Thesis (M.Med.)-University of Natal, Durban, 1991.

The occupational field of teaching is under attack as it faces high turnover rates– ultimately resulting in a weakening of the educational system. The present study is rooted in Fredrickson‟s Broaden and Build theory and aimed to examine the relationship between occupational stress, psychological capital, happiness and turnover intentions among teachers. Studies have found that positive emotions (psychological capital or happiness) can alleviate turnover intentions among teachers. A quantitative research design was used to collect data. The study took the form of a cross sectional survey design with a random sample (N-140) of teachers from 7 different schools in the Durban, Kwazulu Natal region. The data was collected with the use of five questionnaires. These included a biographical questionnaire, Teacher Stress Inventory, Psychological Capital Questionnaire, Orientation to Happiness Scale and the Turnover Intention Scale. Data analysis included descriptive and inferential statistics which was conducted on the statistical program SPSS 18. The results were as follows: firstly, the teachers in this study reported general work stress (poor organisational management, role ambiguity and job satisfaction) and task stress to be the principle stressors in their occupational field. Secondly, the teachers in the present study reported experiencing positive emotions such as pleasure, meaning and engagement. Third, practically and statistically significant relationships were found between work related stress and task stress, PsyCap and pleasure and meaning, PsyCap and engagement, PsyCap and turnover intentions and between pleasure and meaning and engagement. From the above relationships, it can be seen that PsyCap promotes positive experiences in stressful occupational environments. Hence, the lack of PsyCap has the potential to exacerbate the experience of turnover intentions amongst teachers. Lastly, the results confirmed that psychological capital is a predictor of pleasure and meaning amongst teachers despite their stressful occupational field. Thus, the results showed that positive emotions and psychological capital may have the potential to alleviate turnover intentions amongst teachers. The present study is limited in the following ways: First, is the poor response rate (65%), thus reducing the sample size to 91. Second, this study used a cross-sectional research design as opposed to a longitudinal research design. Therefore, the results of this study cannot determine causality between the variables. Lastly, the data came from self-reported questionnaires, this can affect the reliability and validity of the data. As the participants may have answered the questions to reflect more socially acceptable responses. Although this study has limitations it acts as a starting point for research on the positive psychological perspective on the constructs occupational stress, PsyCap, happiness and turnover intentions. Specifically, future studies should focus on examining and developing hope optimism and self-efficacy amongst teachers as the present study found that the above three constructs of PsyCap contributed to positive emotions such as engagement amongst teachers. An improved understanding of the above constructs is a step toward alleviating turnover intentions amongst teachers and possibly other occupational fields. / Thesis (M.Soc.Sc.)-University of KwaZulu-Natal, Durban, 2012.

The objective of this study was to assess the relationships between Sense of Coherence and Burnout (i.e. Emotional Exhaustion, Depersonalisation and Personal Accomplishment) and to investigate job-related stressors and support resources in a sample of privately employed eThekwini paramedics. A survey design was used and a convenience sample (N=56) was taken from one emergency care organisation. Biographical variables and qualitative information regarding stressors and support systems were obtained and two inventories, the Maslach Burnout Inventory-Human Services Survey and the Orientation to Life Questionnaire, were administered. Results showed a predominance of informal support systems and individual case-related stressors. There were relationships between Sense of Coherence and Burnout and a significant difference in Personal Accomplishment in the 36-40 age group was found. Regression results indicated that Depersonalisation and Sense of Coherence predicted Emotional Exhaustion and Emotional Exhaustion demonstrated a main effect on Depersonalisation. Sense of Coherence was the only variable that predicted Personal Accomplishment in the current sample of paramedies. / Thesis (M.A.)-University of KwaZulu-Natal, 2007

This is a study conducted in a telecommunications call centre called the Greater Brand Company; located in KwaZulu Natal, in a suburb North of Durban. I conducted fieldwork for a complete year whilst working full time in the call centre. Although the call centre had over 400 call centre agents employed at the Durban branch, I had access to 121 agents who worked a similar shift as me. The experiences of these agents are brought to life through this piece of research. The Great Branding Company (pseudonym) is an inbound call centre, which means it handles incoming calls and offers customer service to these callers. It has been argued that “since their appearance on the scene in the early 1990s, call centres have become the most important single source of customer contact in the developed information economies. They have also become huge employment generators, with jobs numbering in the millions” (Rusell, 2008: 01). The call centre industry is growing globally and South Africa is in line with this growth. The nature of the work is also very fast paced and challenging, yet monotonous, for the faceless employees who are working in this environment. The research aims to bring an understanding of these challenges and offer insight into the activities that agents engage in as ways to cope with their jobs. I carefully chose research methodologies that I believed were going to add value to the research. Writing from the emic perspective offers an opportunity to be able to be part of the study and share my views with very little inhibitions and thus offering a richer ethnography. My research was conducted using purely qualitative research tools because it examines the lives of the call centre agents and there is no better way to showcase this than through qualitative research. Participant observation being the key tool that I used to gain information in true Anthropology style. Being a participating observer did not mean I was devoid of barriers to entry; it did however put me at an advantage to gain better rapport amongst the research participants who considered me to be one of their own. In supplementing participant observation I also used focused groups, unstructured interviews and semi structured interviews for those questions that required greater probing. The combination of all these research methodologies allowed me an opportunity to gain a greater understanding into the lives of agents and thus write some detailed ethnographic chapters. The study adds to the field of Industrial Anthropology and hopes to spark a greater interest into this field thereby creating a platform for more researchers to conduct studies on call centre employment in the South African context. / Thesis (M.A.)-University of KwaZulu-Natal, Durban, 2013.

Orientation: Teachers have a vital role to play within any society. Of late, it can be seen that, generally, teachers within South African schools are becoming increasingly unhappy and dissatisfied with their work. This can be seen as a result of the various strikes and protests over the recent years. Since the South African education system is still very much fragmented and unequal, a legacy of the apartheid era, teachers working within former model C schools, in particular, can be seen as having numerous job demands placed on them in spite of low levels of job resources with which to cope. It is thus important to determine the impact that certain job resources and job demands have on the levels of work engagement and organisational commitment of teachers working within former model C schools in particular. Research Purpose: The purpose of this research was three-fold. Firstly, to determine the relationship between work engagement, organisational commitment, job resources and job demands. Secondly, to determine whether a differentiated approach to job demands (challenge demands and hindrance demands) impacted on positive organisational outcomes, such as work engagement. Thirdly, to determine the mediating role of work engagement in the relationship between certain job resources and organisational commitment; and between challenge job demands and organisational commitment. Motivation for the Study: This study was aimed at enabling an identification of the relationship between work engagement, organisational commitment, job resources and job demands. Further, the study was aimed at identifying the impacting role that specific job resources and job demands have on positive organisational outcomes, such as work engagement and organisational commitment. Research Design, Approach and Method: A cross-sectional survey design was used. A sample (n= 117) was taken from teachers working at former model C high schools in Durban North, KwaZulu-Natal. A demographic questionnaire, Utrecht Work Engagement Scale (UWES), Organisational Commitment Questionnaire (OCQ) and Job Demands-Resources Scale (JDRS) were used to collect data from the sample. Main Findings: The findings of the study suggest that job resources are positively related to work engagement. The differentiated classification of job demands within the study was tested in terms of its relationship with work engagement. Interestingly it was found that overload (a challenge job demand) was both statistically as well as practically significantly related to work engagement; while job insecurity (a hindrance job demand) was not. Further, it was found that the job resources of organisational support and growth opportunities held predictive value for work engagement. Lastly, findings suggested that work engagement mediated the relationship between job resources and the positive organisational outcome of organisational commitment. The hypothesised mediating role that work engagement could play in the relationship between overload (a challenge job demand) and organisational commitment could not be tested in the present study. Practical/Managerial Implications: Job resources play a vital role in harnessing positive organisational outcomes such as work engagement and organisational commitment. Further, some job demands are positively related to work engagement. Therefore, managers and heads of schools need to look seriously at evaluating the state of the job demands and resources that are available to their teaching staff, and implement interventions that could increase various job resources and decrease major hindrance demands faced by teachers. These interventions could go a great way in developing more work-engaged as well as organisationally committed teachers. Contribution/Value-Add: The present research study contributes greatly to the knowledge pertaining to teachers working within former model C high schools within South Africa. Further the present study can be seen to extend the existing literature with regards to the Job Demands-Resource Model by adopting a differentiated approach to job demands and thus consequently investigating the positive relationships that certain job demands may have in terms of organisational outcomes. / Thesis (M.A.)-University of KwaZulu-Natal, Durban, 2011.

Teacher attrition is common in developed, developing and underdeveloped countries. School principals are tasked with a responsibility to oversee that teaching and learning takes place as smoothly and efficiently as possible and to handle whatever disturbance that takes place in a school including teacher. Teacher attrition affects them directly as it interferes with planning and daily routine in the school. There are many factors which influence teacher attrition such as poor working conditions, poor pay, stress, pursuit of “greener pastures” and many others. This study seeks to explore and document the experiences of school principals regarding teacher attrition. It is a case study of four school principals from Umlazi district. The main research question is: What are the experiences of school principals with regards to teacher attrition? The purpose is to document the experiences of school principals and; to identify factors which influence teacher attrition. I intend to examine challenges experienced by principals with regards to teacher attrition and to find out how principals manage these challenges. This is a qualitative study from an interpretive approach. It explores the experiences of school principals after a teacher transfers, resigns or even dies. Case study is used because of the nature of the study (small scale). Semi-structured interviews were used to collect data. These recorded and transcriptions were done personally. Data was coded according to emerging themes during analysis then interpreted in order to make meaning. Sampling is purposeful and school principals both at Primary and Secondary school level are the respondents as I believed their experiences would not be the same. The findings revealed that the common experiences of school principals during teacher attrition were frustration and stress; disruption of learning and compromised student performance and lack of support of the Department of Education. Resignations were influenced by job dissatisfaction and jobrelated stress. These forced teachers to pursue “greener pastures” in the business sector as well as private sector. It also emerged that school principals were experiencing a lot of frustrating and stressful challenges during teacher attrition and most of them found it hard to cope with these challenges. They also complained about the lack of support from the education department. The findings are based only on data collected during interviews. v These findings are going to help the Department of Education to devise new strategies that will help school principals cope better with teacher attrition and also find ways of speeding up the teacher replacement process in order to prevent loss of contact time. Principals also got a platform to voice their concerns whilst they shared their experiences. / Thesis (M.Ed.) - University of KwaZulu-Natal, Edgewood, 2011.

The objectives of the study were to: 1) determine how the variables of occupational stress, job satisfaction, work engagement and social support conceptualised in literature, 2) describe the levels of occupational stress, job satisfaction, work engagement and social support, 3) determine the relationship between occupational stress, job satisfaction, work engagement and social support, 4) assess the predictive value of occupational stress on job satisfaction and work engagement, 5) determine the mediating role of social support on the effects of occupational stress on job satisfaction and work engagement. The research questions following on from the objectives were as follows: 1) how are the variables of occupational stress, job satisfaction, work engagement and social support conceptualised in literature? 2) what are the levels of occupational stress, job satisfaction, work engagement and social support among nurses? 3) what is the relationship between occupational stress, job satisfaction, work engagement and social support among nurses? 4) what is the predictive value of occupational stress on job satisfaction and work engagement among nurses? 5) what is the mediating role of social support on the effects of occupational stress on job satisfaction and work engagement among nurses? In order to answer the research objectives, this study used a cross sectional design. The present research study used a quantitative approach. The convenience sampling method was used for the purposes of data collection. Data was gathered from the wards of a public hospital in Durban. A sample of 120 voluntary participants was obtained, comprising of 109 females and 11 males. Data was collected using survey questionnaires which included the following five parts: 1) Biographical Information Questionnaire, 2) the Nursing Stress Indicator, 3) the Minnesota Satisfaction Questionnaire, 4) the Utrecht Work Engagement Scale, 5) and the Social Support Questionnaire. All data were analysed using SPSS version 19.0 for Windows. The results of the study showed that the nurses experienced high levels of occupational stress, low levels of job satisfaction and work engagement; and moderate levels of social support. There was a significant relationship between occupational stress, job satisfaction, work engagement and social support among the nurses. The results showed that occupational stress predicts the levels of job satisfaction and work engagement. The results also showed that social support mediates the effect of occupational stress on job satisfaction and work engagement. Recommendations and the value added by the study was also stated. The limitations of this study were also noted. / Thesis (M.Soc.Sc.)-University of KwaZulu-Natal, Durban, 2012.

The current study was interested in determining the moderating role of psychological capital in the relationship between job stress and the outcomes of incivility and job involvement among employees at a call centre in Durban, KwaZulu-Natal. A quantitative research design was adopted in conducting this study. The relationships between psychological capital, job stress, incivility and job involvement were examined using two theoretical frameworks, namely, the Broaden-and-Build Theory of positive emotions (Fredrickson, 1998) and the Job Stress Model (Spector & Fox, 2002). The research aimed to determine the relationship between psychological capital, job stress, incivility and job involvement, whether psychological capital and job stress held predictive value for the outcomes of incivility and job involvement, and the extent to which psychological capital moderated the relationship between job stress and incivility and job stress and job involvement. The sample consisted of 104 call centre agents, 28 male and 76 female employees, who were required to complete questionnaires measuring each of the constructs under study. Data was analysed using exploratory factor analysis, descriptive statistics, Pearson product-moment correlations, multiple regression analysis and hierarchical regression analysis. The findings of the study indicated that high levels of psychological capital correlated with low levels of incivility and high job involvement. Additionally, a high level of job stress was associated with high incivility and low job involvement. The findings of the study further indicated that job stress predicted incivility and job involvement, while the optimism dimension of psychological capital also predicted job involvement. Additionally, psychological capital did not moderate the relationship between job stress and incivility nor did it moderate the relationship between job stress and job involvement. The study contributes to the existing literature on psychological capital, job stress, incivility and job involvement while adding a new dimension to the existing literature available on each of these constructs, by determining the relationships between the constructs. / Thesis (M.Soc.Sc.)-University of KwaZulu-Natal, Durban, 2013.