Thesis (MComm)--Stellenbosch University, 2012. / ENGLISH ABSTRACT: Since the 1970s, economic recession, industrial restructuring, technological changes, and intensified global competition has changed the nature of work. Consequently, employees have changed, many organisations are changing and jobs are minimized to keep up with global demands. However, military organisations and jobs seem to be lagging behind. Although the military is recruiting young generations, many of its jobs are still traditional military jobs that pose heavy demands and dangerous circumstances on the soldiers, hence, the purpose of this particular study. The aim of this study is to explore the relationship between subjective career success (SCS), work circumstances (WC) and personality factors (PF) of soldiers in the South African National Defence Force (SANDF). The existence of the relationship between the variables was explored through a non-experimental controlled inquiry. The variables under study were defined as follows: subjective career success is characterised by increase in the level of skills, increase in self-esteem, increased autonomy and responsibility in the position the person holds, and working with interesting colleagues; WC is defined as working conditions in which physical, mental, and emotional activities are directed towards accomplishing a specific task. Work circumstances encompass job demands, job characteristics, salary, and job security of soldiers; and PF includes locus of control in the workplace, self-efficacy and assertive behaviour in the workplace. A sample of 57 participants was selected from officers (Second Lieutenant – Captain and equivalent rank) studying at the South African Military Academy (here referred to as SAMA), Faculty of Military Sciences, Stellenbosch University. Another sample of 113 Non-Commissioned Officers (NCOs) (Leading-Seamen – Chief Petty Officers) was selected from SAS SALDANHA (South African Naval Gymnasium). In total, a sample of 170 was drawn for this research. Correlation analysis was used to determine the relationship between independent variables and dependent variable; and multiple regression analysis was used to determine factors that explain SCS of soldiers in the SANDF. The results showed a significant partial relationship between job characteristics and SCS. Furthermore, a significant correlation emerged between salary satisfaction and satisfaction with job security. Insignificant relationship emerged between job demands and SCS. Insignificant results also emerged in the relationship between locus of control, self-efficacy and assertive behaviour (PF) and SCS respectively. As a result, it was concluded that WC have a partial relationship with SCS; and PF does not have any relationship with SCS. However, the results of the multiple regressions analysis provided that only job security satisfaction, salary satisfaction, locus of control and self-efficacy explain SCS, concluding that WC and PF in this research partially explain SCS of soldiers. / AFRIKAANSE OPSOMMING: geen opsomming

Thesis (MComm (Industrial Psychology))--University of Stellenbosch, 2009. / ENGLISH ABSTRACT: The choice of career path could create a stressful situation for many individuals. Researchers seem to agree that if a person is able to find fit between what they would like to do and what a job (work environment) involves then a person is likely to perform their chosen occupation well. Interest assessment is a method that assists in making personal and organisational career related decisions. The Campbell Interest and Skill Survey (CISS, Campbell, Hyne & Nilsen, 1992) is a well-known interest assessment instrument that can be used for such decisions. Even though interest assessment can assist, these instruments have been criticised for being gender biased and typically forcing people into stereotypical gendered type occupations. Bias is indicated as nuisance factors that threaten the validity of cross-group (cultural) comparisons (Van de Vijver & Leung, 1997). These nuisance factors could be due to construct bias, method bias and/or item bias. Therefore, due to the importance of the decisions made, it would seem essential that the information provided by test results apply equally across different reference groups – this would imply equivalent measurement. Equivalence is achieved at three levels: Configural, metric and scalar (Vandenberg & Lance, 2000; Vandenberg, 2002). Full measurement invariance (achieved when scalar invariance is found) implies the ability to compare observed scores directly. By making use of confirmatory factor analytic techniques suggested by Vandenberg and Lance (2000), increasing constraints of equivalence were proposed for the CISS measurement model. While adequate model fit was found for the CISS Basic scales, the sample size did not afford independent gender sample confirmatory factor analyses (CFAs) and consequent measurement invariance tests to be conducted on the Basic scales. The CISS Orientation scales were then subjected to CFA on the combined gender sample and then were subjected to independent CFAs on the separate gender samples. Unfortunately poor model fit was found at this global level of measurement in the CISS. This prevented the researcher from completing the necessary measurement invariance tests on the Orientation scales for the CISS. The implications of the results are discussed, limitations are indicated and areas for further research are highlighted. / AFRIKAANSE OPSOMMING: Die maak van ‘n loopbaankeuse kan spanning veroorsaak in baie mense. Dit wil voorkom of navorsers saamstem dat indien ‘n person se werklike beroep ooreenstem met dit wat hy/sy graag sou wou doen – dan sal die persoon waarskynlik goed presteer in die gekose beroep. Die benutting van belangstellingsvraelyste kan individue help om effektiewe persoonlike en beroepsgerigte keuses te maak. Die “Campbell Interest and Skill Survey” (CISS, Campbell, Hyne & Nilsen, 1992) is ‘n bekende belangstellingsvraelys wat gebruik kan word om ondersteuning te bied om bogenoemde keuses te maak. Alhoewel belangstellingsvraelyste oor die algemeen waardevolle hulpbronne is in die maak van beroepskeuses, is hierdie vraelyste al gekritiseer dat hulle sydig kan wees op grond van geslag en as sulks mense kan lei om geslagsgetipeerde beroepskeuses te maak. “Sydigheid” in toetse kan beskryf word as “lastige” faktore wat die geldigheid van kruiskulturele vergelykings bedreig (Van de Vijver & Leung, 1997). Hierdie faktore kan veroorsaak word deur konstruksydigheid, metodesydigheid en/of itemsydigheid. Dit is dus noodsaaklik dat die informasie wat verskaf word deur die toetsresultate dieselfde betekenis moet hê oor al die verskillende verwysingsgroepe en dit noodsaak ekwivalente meting. Ekwivalensie kan bereik word op drie vlakke: konfiguraal, metries en skalêr (Vandenberg & Lance, 2000; Vandenberg, 2002). Volle invariansie van meting (wat bereik word wanneer skalêre invariansie bevind word) impliseer dat waargenome metings direk met mekaar vergelyk kan word. Deur gebruik te maak van bevestigende faktoranalitiese tegnieke voorgestel deur Vandenberg en Lance (2000), is toenemende ekwivalensiebeperkinge voorgestel vir die “CISS” metingsmodel. Alhoewel ’n bevredigende passing gevind is vir die “CISS Basic scales” model, het die grootte van die steekproef nie toegelaat dat die “CISS Basic scales” model onafhanklik op die twee geslagsgroepe gepas word nie en ook nie toegelaat dat die metingsinvariansie van die model oor die twee geslagsgroepe ondersoek word nie. Die “CISS Orientation scales” is toe blootgestel aan bevestigende faktorontleding op die gekombineerde geslagsteekproef en asook op die onderskeie geslagsgroepe. Op hierdie globale vlak kon daar egter nie bevredigende modelpassing gevind word nie. Die gebrekkige modelpassing het gevolglik die navorser verhoed om enige verdere metingsvariansie toetse op die “Orientation scales” te doen. Die implikasies van die resultate word bespreek, beperkinge word aangedui en verdere moonlike navorsingsgebiede word uitgelig.

Thesis (MA(Industrial Psychology))--University of Stellenbosch, 2007. / Increased globalisation and competition have implications for organisational renewal and change and increasingly cost cutting, by retrenching employees, is part of the search for competitive advantage and sustainability. Within the South African context, retrenchments are no exception. The study explored the experiences of those who are tasked with the role of implementing the retrenchment, the so-called retrenchment implementers. Despite implementers being key to ensuring organisational success and profitability in the aftermath of retrenchment, research on their experiences is limited not only internationally, but also locally. The study was conducted amongst participants employed at various South African organisations. Qualitative data was obtained via semi-structured interviews with the implementers of retrenchments. Following content analysis, three key themes emerged: implementers’ experiences of procedural aspects as per s189 and s189A of the Labour Relations Act 66, of 1995 (as amended); implementers’ personal experiences of performing the retrenchment act and organisational and personal enabling strategies to assist with preparing implementers for the retrenchment task. Results indicate mixed responses in terms of complying with the relevant legislation. Insofar as their personal experiences are concerned, results indicate that while some implementers had found ways to adjust to their managerial function of implementing retrenchments, others experienced discomfort with their role, suffering from amongst others guilt and feelings of responsibility, role conflict, role overload, decreased emotional well being, a sense of isolation, negative self-perceptions and feelings of job insecurity. In the majority of cases, implementers experienced limited organisational emotional support and assistance in dealing with their emotions during the retrenchment conversation. These results support the limited non-South African literature. The results from the present study also added insight into the ways in which implementers are personally prepared for their role as well as ways in which organisations can assist them emotionally for their task.

Thesis (MComm (Industrial Psychology))--University of Stellenbosch, 2010. / ENGLISH ABSTRACT: Researchers have labelled call centres as the modern equivalent of the ‘factory sweatshops’ of the industrial era, and refer to them as the ‘satanic mills of the 21st century’. A review of the literature revealed the lack of employee engagement amongst call centre representatives (CCRs) to be a central concern in this fast-emerging global industry. Consequently, the current study was undertaken to identify and investigate various antecedents of employee engagement. The objective of the study was, firstly, to gauge the level of employee engagement amongst a sample of CCRs in South Africa and, secondly, to track the paths through which salient antecedents affect this engagement. More specifically, the relationships between sense of coherence (SOC), leadership effectiveness (LE), team effectiveness (TE) and employee engagement (E) were investigated. A quantitative research approach was followed whereby a positive psychology paradigm underpinned the examination of specific personal and job resources that could enhance engagement within the call centre environment. A cross-sectional survey design was used and a non-probability convenient sample of 215 CCRs was selected. The measuring instruments comprised the Utrecht Work Engagement Scale of Schaufeli and Bakker (2003) to measure engagement, the Team Diagnostic Survey of Wageman, Hackman and Lehman (2005) to measure team effectiveness, the Leadership Practices Inventory of Kouzes and Posner (2001) to gauge leadership effectiveness, and the Orientation to Life Questionnaire of Antonovsky (1987) to measure sense of coherence. A series of structural equation modelling analyses were performed. Contrary to the ‘electronic sweatshop’ image and its attendant symptoms of depression, emotional exhaustion, anxiety, demotivation and dissatisfaction attached to call centre jobs (depicted in the literature), the results show a high level of employee engagement for the CCRs in the sample. Also, personal resources, such as SOC, and job resources, such as TE, related significantly to E. A non-significant relationship was found to exist between LE and E. The implications of the results for the practice of human resource management in call centres are elaborated upon. / AFRIKAANSE OPSOMMING: Oproepsentrums is al deur navorsers bestempel as die moderne ekwivalent van die ‘hongerfabrieke’ van die industriële tydvak, en as die ‘sataniese meule van die 21ste eeu’. ‘n Oorsig van die literatuur toon dat die gebrek aan werknemerverbintenis onder oproepsentrumverteenwoordigers (call centre representatives (CCRs)) ‘n sentrale kommer is in hierdie vinnig ontluikende globale bedryf. Gevolglik is hierdie studie onderneem om die verskillende antesedente van werknemerverbintenis te ondersoek. Die doelwit van hierdie studie was eerstens om die vlak van werknemerverbintenis in ‘n steekproef van oproepsentrumverteenwoordigers in Suid-Afrika te meet, en tweedens om die weë waardeur die pertinente antesedente hierdie verbintenis beïnvloed, op te spoor. Meer spesifiek is die verhoudings tussen samehangsin (sense of coherence (SOC)), leierskapdoeltreffendheid (leadership effectiveness (LE)), spandoeltreffendheid (team effectiveness (TE)) en die werknemer se verbintenis (engagement (E)) ondersoek. ‘n Kwantitatiewe navorsingsbenadering is gebruik in terme waarvan ‘n positiewe sielkundige paradigma die ondersoek van spesifieke persoonlike en werkhulpbronne onderstut het wat verbintenis in die oproepsentrum-omgewing kon verhoog. ‘n Deursnee- opname-ontwerp is gebruik en ‘n nie-waarskynlikheidsgerieflikheidsteekproef van 215 oproepsentrumverteenwoordigers is geselekteer. Die meetinstrumente het die volgende behels: die Utrecht Work Engagement Scale van Schaufeli en Bakker (2003) om verbintenis te meet; die Team Diagnostic Survey van Wageman, Hackman en Lehman (2005) om spandoeltreffendheid te meet; die Leadership Practices Inventory van Kouzes en Posner (2001) om leierskapdoeltreffendheid te meet; en die Orientation to Life Questionnaire van Antonovsky (1987) om samehangsin te meet. ‘n Reeks ontledings van struktuurvergelykingsmodellering is uitgevoer. In teenstelling met die beeld van ‘n ‘elektroniese hongerfabriek’ en die gepaardgaande simptome van neerslagtigheid, emosionele uitputting, angstigheid, demotivering en ontevredenheid wat met werk in oproepsentrums gepaard gaan (soos in die literatuur uitgebeeld), toon die resultate ‘n hoë vlak van werknemerverbintenis vir die oproepsentrumverteenwoordigers in hierdie steekproef. Persoonlike hulpbronne soos samehangsin, en werkhulpbronne soos spandoeltreffendheid, het ‘n noemenswaardige verband met verbintenis getoon. ‘n Nie-betekenisvolle verhouding is gevind tussen leierskapdoeltreffendheid en verbintenis. Die implikasies van die uitslae vir die menslike hulpbronnepraktyk in oproepsentrums word ook bespreek.

Thesis (MA)--University of Stellenbosch, 2001. / ENGLISH ABSTRACT: Selection represents a critical human resource intervention by virtue of its ability to regulate the movement of employees into, through and out of the organisation. Selection thus represents a relatively visible mechanism through which access to employment opportunities can be regulated. From the perspectives of both affirmative action and fairness, as well as utility, selection has therefore been under intense scrutiny. This implies that there are two substantial criteria in terms of which selection procedures need to be evaluated, namely equity and efficiency. Should the human resource function be challenged to defend its selection procedure, it should be able to assemble credible evidence to show the efficiency and equity of the disputed intervention by means of a reasoned justification. The problem is, however, that most selection procedures being operated in South Africa would probably not be able to successfully meet this burden of persuasion. The search for equitable and efficient selection procedures thus necessitates the need for psychometric audits to provide the feedback required to adjust selection procedures towards greater efficiency and equity, and to provide the evidence required for the vindication of organisations should they be challenged in terms of the South African anti-discriminatory labour legislation. The Guidelines for the Validation and Use of Selection Procedures developed by the Society for Industrial Psychology (1998) represents an attempt to illustrate the ideal process according to which selection procedures should be developed and validated. Conditional on the acceptance that the Guidelines (1998) set out the most justifiable methodology for the development and justification of selection procedures, it becomes a necessity for organisations to periodically evaluate (i.e. periodically psychometrically audit) their current selection procedures and its developmental history to determine whether the human resource function can convincingly demonstrate: .:. The business necessity of the selection procedure; .:. The validity of the performance theory on which the selection procedure is based; and .:. That the selection strategy combines applicant information fairly. A checklist was developed from relevant psychometric literature for the purpose of the psychometric audit representing a structured list of activities required to justify the use of a selection procedure. A psychometric audit was conducted on a selection procedure for call centre staff of a large SA insurance company. The audit uncovered a number of deficiencies in the call center selection procedure and its developmental history. The performance hypothesis, in which the choice of operational predictor measures is grounded, was neither developed, nor argued, nor documented with sufficient clarity to indicate unambiguously the presumed nature of the nomological network of performance determinants and performance constructs. Problems were found with the external validity of the validation design. No reliability, validity, fairness or utility analyses had been performed at the time of the audit. Subsequent correlation analysis indicates low statistically insignificant correlations between the majority of the chosen predictors and the developed criteria. Nonetheless, linear combinations of predictors were found for each of the three call center positions that significantly explain moderate proportions of criterion variance. The fairness of the use of the CSR multiple regression equation across black and white applicants was examined and found to be acceptable. Due to practical constraints, the utility of the selection procedure has not been evaluated. It is recommended that the current selection procedure be re-examined in detail by the company to bring about positive changes in the performance hypothesis and the operational criterion measures. Thereafter, concrete evidence of reliably generated methodological research needs to be obtained again in order to verify the appropriateness, reliability and the meaningfulness of the inferences made from predictor assessments, thereby limiting, ifnot eliminating, possible cases oflitigation. / AFRIKAANSE OPSOMMING: Seleksie verteenwoordig 'n kritieke menslikehulpbronintervensie omdat dit die vermoë het om die beweging van werknemers in, deur en uit 'n organisasie te reguleer. Seleksie verteenwoordig dus 'n relatief sigbare meganisme waarmee toegang tot werksgeleenthede gereguleer word. Uit die oogpunt van sowel regstellende aksie as regverdigheid, en ook bruikbaarheid, is seleksie tans geweldig onder die vergrootglas. Hiermee word geïmpliseer dat die twee substansiële kriteria waarvolgens seleksieprosedures geëvalueer moet word, billikheid en doeltreffendheid is. Sou die menslikehulpbronfunksie uitgedaag word om sy seleksieprosedure te verdedig, sal dit met geloofwaardige bewyse voor 'n dag moet kan kom om die regverdigheid en doeltreffendheid van die intervensie onder bespreking deur middel van logiese argumente te regverdig. Die probleem is egter dat die meeste seleksieprosedures wat in Suid Afrika gebruik word, waarskynlik nie aan hierdie vereiste sal kan voldoen nie. Die soeke na regverdige en doeltreffende seleksieprosedures noodsaak dus dat die behoefte aan psigometriese oudits. aangespreek word vir die terugvoer wat nodig -is om die seleksieprosedures meer doeltreffend en regverdig te maak. Dit salook terselfdertyd die bewyse verskaf waardeur organisasies hul keuringsprosedures kan regverdig indien teen organisasies opgetree sou word in terme van Suid Afrika se antidiskriminerende arbeidswetgewing. Die "Guidelines for the Validation and Use of Selection Procedures" wat deur die Vereniging vir Bedryfsielkunde (1998) ontwikkel is, is 'n poging om die ideale proses waarvolgens seleksieprosedures ontwikkel en gevalideer behoort te word, te illustreer. Op voorwaarde dat hierdie Riglyne (1998) aanvaar word as die mees regverdigbare metodologie wat betref die ontwikkeling en regverdiging van seleksieprosedures, word dit noodsaaklik dat organisasies hulle seleksieprosedures en die ontwikkelingsgeskiedenis daarvan van tyd tot tyd evalueer (d.i. 'n periodieke psigometriese oudit) ten einde vas te stelof die menslikehulpbronfunksie die volgende oortuigend kan demonstreer: .:. die noodsaaklikheid van die seleksieprosedure uit 'n besigheidsoogpunt; .:. die geldigheid van die prestasieteorie waarop die seleksieprosedure gebaseer is; en .:. dat die seleksiestrategie die inligting van die aansoeker regverdig kombineer. 'n Kontrolelys is ontwikkel uit relevante psigometriese bronne sodat die psigometriese oudit 'n gestruktureerde lys van aktiwiteite bevat wat die gebruik van 'n seleksieprosedure sal kan regverdig. 'n Psigometriese oudit is gedoen op 'n seleksieprosedure vir die inbelpersoneel van 'n groot Suid Afrikaanse versekeringsfirma. Die oudit het 'n aantal gebreke in hierdie seleksieprosedure en sy ontwikkelingsgeskiedenis uitgewys. Die prestasiehipotese waarop die keuse van operasionele voorspellers gegrond is, was nie met voldoende helderheid ontwikkel, beredeneer of gedokumenteer om 'n onomwonde aanduiding te gee van die nomologiese netwerk van prestasiedeterminante en prestasiekonstrukte nie. Die eksterne geldigheid van die valideringsontwerp was ook problematies. Geen betroubaarheids-, geldigheids-, billikheids- of nutanalises is ten tyde van die oudit uitgevoer nie. 'n Daaropvolgende korrelasie-analise dui op lae, statisties onbeduidende korrelasies tussen die meerderheid van die gekose voorspellers en die ontwikkelde kriteria. Daar is desnieteenstaande lineêre kombinasies van voorspellers gevind vir elk van die drie inbelsentrumposte wat beduidend matige proporsies kriteriumvariansie verklaar. Die billikheid van die gebruik van die CSR meervoudige regressievergelyking vir wit en swart aansoekers is ondersoek en aanvaarbaar gevind. As gevolg van praktiese beperkinge is die nut van die seleksieprosedure nie geëvalueer nie. Daar word aanbeveel dat die huidige seleksieprosedure weer noukeurig deur die maatskappy ondersoek sal word om positiewe veranderinge aan die prestasiehipotese en die operasionele kriteriumtellings aan te bring. Daarna moet konkrete bewyse uit betroubaar gegenereerde, metodologiese navorsing weereens verkry word om die relevansie, betroubaarheid en betekenisvolheid van die afleidings wat gemaak is op grond van voorspellerevaluerings te verifieer, om op dié manier moontlike regsgedinge te beperk, indien nie uit te skakel nie.

Thesis (MA.)--University of Stellenbosch, 2001. / ENGLISH ABSTRACT: Worldwide call centres are being used by organisations to provide services and products to their clients in an immediate, interactive and cost-effective way. Taking into consideration the characteristics of call centres, the important contribution they make to the economical success of present day organisations, as well as the demands that this environment makes on employees, the question arises whether emotional intelligence is related to performance in call centres. A literature study of the nature and extent of emotional intelligence, with specific reference to the workplace, was carried out. Focus was further placed on call centres and the influence emotional competencies have on success in this environment. Emotional intelligence is conceptualised, as competencies that may enable individuals to use emotions to their advantage to achieve desired outcomes. In the literature emotional intelligence is regarded as a factor that influences an individual's performance. The primary goal of this study was to determine whether there is a relationship between emotional intelligence and performance in the call centre environment. The sample in this study is compiled of 135 call centre agents, working respectively in client service, sales and administrative environments, in a life assurance company. A questionnaire consisting of biographical items, the "Emotional Competency Inventory" and a performance rating, was used to obtain the necessary data from the subjects. rThe results of this study revealed that a statistically significant and positive correlation exists between emotional intelligence and performance in call centres. No statistical significant difference was found between the correlation of emotional intelligence and performance in the respective call centre environments of client service, sales and administration. A positive and statistically significant correlation was found between performance and the four areas of emotional intelligence, namely self-awareness, self-management, social awareness and social skills. With regard to the mean scores of emotional intelligence and performance, the results of the study suggest no statistically significant difference between the respective call centre environments. It was also established which combination of emotional competencies serves as best predictors of performance in the call centre environment. The main objectives of this study were successfully achieved. General conclusions and possible explanations for the above-mentioned findings are presented. Finally the implementation value of the study is discussed and recommendations for future research are made. / AFRIKAANSE OPSOMMING: Oproepsentrums word wereldwyd deur organisasies aangewend om hul kliente op 'n onmiddellike, interaktiewe en koste-effektiewe wyse van dienste en produkte te voorsien. Teen die agtergrond van die kenmerke van oproepsentrums, die betekenisvolle bydrae wat dit tot die ekonomiese sukses van vandag se organisasies lewer, asook die eise wat hierdie omgewing aan werknemers stel, ontstaan die vraag of emosionele intelligensie met werksprestasie in oproepsentrums verb and hou. 'n Literatuurstudie oor die aard en omvang van emosionele intelligensie, met spesifieke verwysing na die werksplek, is uitgevoer. Verder is op oproepsentrums en die invloed van emosionele bevoegdheid op die werksukses in hierdie omgewing gefokus. Emosionele intelligensie word gekonseptualiseer as bevoegdhede wat individue in staat mag stel om emosie tot hul voordeel aan te wend ten einde die verlangde uitkomste te bereik. Emosionele intelligensie word in die literatuur as 'n faktor wat 'n invloed op 'n persoon se werksprestasie kan he geidentifiseer. Die primere doelstelling van hierdie studie was om te bepaal of daar 'n verband tussen emosionele intelligensie en werksprestasie in die oproepsentrum-omgewing bestaan. Die steekproef in hierdie studie bestaan uit 135 oproepsentrum-agente in 'n lewensversekeringsmaatskappy wat onderskeidelik in klientediens, verkoops- en administratiewe omgewings werksaam is. Daar is van 'n vraelys bestaande uit biografiese items, die "Emotional Competency Inventory" en 'n werksprestasietelling, gebruik gemaak om die nodige inligting van die proefpersone te bekom. Die resultate van hierdie ondersoek toon dat daar 'n statisties beduidende en positiewe verband tussen emosionele intelligensie en werksprestasie in oproepsentrums bestaan. Geen statisties beduidende verskil is aangetref tussen die korrelasies van emosionele intelligensie en werksprestasie in die onderskeie oproepsentrum-omgewings, naamIik klientediens, verkope en administrasie, nie. 'n Positiewe en statisties beduidende verb and is gevind tussen werksprestasie en die vier areas van emosionele intelligensie, naamlik selfbewussyn, selfbestuur, sosiale bewussyn en sosiale vaardigheid. Ten opsigte van die gemiddelde tellings van emosionele intelligensie en werksprestasie dui die resultate van die studie op geen statisties beduidende verskille in die onderskeie oproepsentrurn-omgewings rue. Verder is vasgestel watter kombinasie van emosionele bevoegdhede as die beste voorspellers van werksprestasie in die oproepsentrum-omgewing funksioneer. Die vemaamste doelstellings van hierdie studie IS suksesvol bereik. Algemene gevolgtrekkings en moontlike verklarings vir bogenoemde bevindings word aangebied. Laastens word die implementeringswaarde van die studie bespreek en aanbevelings vir verdere navorsing gedoen.

Thesis (MEcon)--Stellenboschniversity, 2002. / ENGLISH ABSTRACT: The application of discipline is crucial for the South African Police Service. The new political dispensation in South Africa resulted in the amalgamation of different police departments and the use of the Discipline Regulations of 1995 as the new standard of discipline. The magnitude of the police service makes the application of discipline difficult and results in lengthy disciplinary procedures that cause high levels of frustration and stress amongst police officials. The high suicide rate amongst police officials raises questions regarding the factors that cause undue pressure. This led to the interest for this study and the following research questions: Firstly, how do police officials perceive the fairness of the disciplinary procedures of the SAPS. Secondly, what guidelines can be developed to enhance the police official's perception regarding the fairness of the disciplinary procedure. The theoretical perspective focused on discipline in organisations and procedural justice to describe fairness perceptions. The present study was divided into two phases. Firstly, to identify and describe the police official's experience of the disciplinary procedures of the SAPS and secondly, to develop guidelines that would enhance the fairness experience of the disciplinary procedures by police officials. The study was qualitative, exploratory, descriptive and contextual in design, The data was obtained by means of phenomenological interviews with respondents of two different populations, namely police officials that were exposed to a departmental tribunal, and experts of the disciplinary procedures of the SAPS. Once saturation level of the data was obtained, interviews were transcribed verbatim. Data was analyzed by utilizing the steps described by Tesch (Cresswell, 1994). The services of an independent decoder were also called in during the data analysis. Various themes were identified, as having an influence on the police official's experience of the disciplinary procedures of the SAPS. These are as follows: Police officials experience discrimination amongst members; that the process is emotionally exhausting; that the process becomes needlessly complex due to many petty or unnecessary charges; that there is a lack of consistent actions between the different role players in the process. The expert respondent group identified the following themes: There is a lack of consistent actions in the application of the process; cases are unique in nature and are assessed on merit; cases are often delayed; police officials experience the process as traumatic; station commissioners do not investigate cases properly; there is either a lack of emotional support or it is been wrongly applied. Throughout the process, steps were maintained to ensure trustworthiness. A literature control was also conducted to verify themes. Themes of the expert group were also used to verify themes of the police officials' group. Guidelines intended for use by supervisors and commanders were drawn up. These were based on the data obtained. The guidelines are supported by the existing Discipline Regulations (RSA, 1996), as well as the Discipline Guidelines (SAPS, 1996). It should therefore be of great value and use to supervisors and commanders. Recommendations for the application of the results in discipline practices, discipline education and further research concerning the discipline paradigm are discussed. In conclusion, findings indicated that police officials experience the disciplinary procedures of the SAPS as stressful and frustrating, and often as traumatic and emotionally exhausting. Supervisors and commanders should therefore endeavor towards the effective application of discipline in order to allow for a more fair perception of the process by their subordinates. It could also be advantageous towards the change of undesirable behaviour and to enhance moral and organisational climate at the station or unit. / AFRIKAANSE OPSOMMING: Die toepassing van dissipline is onontbeerlik vir die Suid-Afrikaanse Polisiediens. Die nuwe politieke bestel in Suid-Afrika het die amalgamering van onderskeie polisiedepartemente tot gevolg gehad, en Dissipline-Regulasies wat gedurende 1995 uitgevaardig is dien nou as maatstaf vir dissipline-toepassing. Die omvang van die polisiediens maak die toepassing van dissipline moeilik en veroorsaak dat die dissiplinêre prosedure dikwels uitgerek word en dat dit baie spanning en frustrasie onder polisielede veroorsaak. Die hoë selfmoordsyfer onder polisiebeamptes veroorsaak baie vrae ten opsigte van die faktore wat onnodige druk op hulle mag plaas. Dit het aanleiding gegee tot hierdie studie en die stel van die volgende navorsingsvrae: Eerstens, hoe billik polisiebeamptes die SAPD se dissiplinêre prosedure beleef. Tweedens, watter riglyne ontwikkel kan word sodat werknemers die SAPD se dissiplinêre prosedure as meer regverdig en billik beleef. Vanuit 'n teoretiese perspektief is gekonsentreer op die toepassing van dissipline in organisasies, asook prosessuele geregtigheid wat poog om die billikheidservaring van werknemers te beskryf Die studie was in twee fases ingedeeL Eerstens, om die polisiebeampte se belewenis van die SAPD se dissiplinêre prosedure te identifiseer en te beskryf en tweedens, om riglyne op te stel sodat die toepassing van dissipline as meer billik en regverdig beleef kan word. Die studie was kwalitatief, verkennend, beskrywend en kontekstueel van aard. Die data was ingesamel deur fenomenologiese onderhoudvoering met deelnemers van twee populasies, naamlik polisiebeamptes wat self 'n departementele tribunaal beleef het, asook kenners van die SAPD se dissiplinêre prosedure. Nadat alle data versadig was, is die onderhoude verbatim getranskribeer. Data-analise wat gebaseer is op die stappe soos beskryf deur Tesch (Cresswell, 1994), het hierna gevolg. Tydens die proses van data-analise is daar vir kontroledoeleindes, ook gebruik gemaak van die dienste van 'n onafhanklike kodeerder. Op hierdie wyse is verskillende temas, kategorieë en sub-kategorieë geïdentifiseer ten opsigte van die polisiebeampte se belewenis van die SAPD se dissiplinêre prosedure. Dit kan soos volg beskryf word: Polisielede is van mening dat daar tussen polisiebeamptes gediskrimineer word; dat die proses emosioneel uitputtend is; dat die proses onnodig ingewikkeld gemaak word met baie geringe of onnodige aanklagte; en dat daar nie konsekwente optrede tussen die verskillende rolspelers in die proses bestaan nie. Die temas, kategorieë en sub-kategorieë van die kennergroep kan soos volg vermeld word: Daar bestaan 'n gebrek aan konsekwentheid in die toepassing van die proses; sake bly uniek en word op eie meriete beoordeel; sake sloer dikwels te lank; polisiebeamptes ervaar die proses as traumaties; stasiekommissarisse ondersoek nie altyd sake behoorlik nie; en dat emosionele ondersteuning dikwels ontbreek ofverkeerd toegepas word. Daar is deurgaans aandag geskenk aan aspekte om geloofwaardigheid te verseker. 'n Literatuurkontrole is uitgevoer om die temas te bevestig. Die kennergroep se temas is ook gebruik om die polisiebeamptegroep se temas te verifieër. Riglyne vir dissiplinetoepassing, is vir bevelvoerders en toesighouers opgestel. Die riglyne is gebaseer op die data wat verkry is. Die riglyne word ondersteun deur die bestaande Dissipline- Regulasies (RSA, 1996), sowel as die Dissipline-Riglyne (SAPS, 1996) en behoort daarom met groot vrug gebruik te kan word. Aanbevelings vir die toepassing van die resultate in dissiplinepraktyke en dissipline-opleiding, asook die bevordering van navorsing gemoeid met die dissiplineparadigma is ook bespreek. Dit gevolgtrekking is gemaak dat polisiebeamptes baie spanning en frustrasie met die toepassing van die SAPD se dissiplinêre prosedure beleef, en dat dit meestalook as traumaties en emosioneel uitputtend ervaar word. Toesighouers en bevelvoerders behoort daarop ingestel te wees om dissipline meer effektief toe te pas, sodat hul werknemers die proses as meer billik en regverdig ervaar. Verder mag dit moontlik die voordeel inhou dat groter suksesse behaal word in die verandering van ongewensde gedrag en kan dit ook die moraal en organisasieklimaat van die stasie of eenheid verbeter.

Thesis (MComm (Industrial Psychology))--University of Stellenbosch, 2010.

Thesis (MComm)--University of Stellenbosch, 2002. / ENGLISH ABSTRACT: Defence forces around the world are experiencing a period of dynamic change with new force structures being combined with new technologies in an effort to enhance effectiveness. Present day resources and technology available to the modern society, have facilitated the evolution of warfare as a technologically advanced enterprise, with the decided emphasis on the digitisation of the battlefield. With rapid development in the field of battlefield digitisation there is an increasing need to address the important issues and challenges facing the military. In order to meet strategic defence guidelines, it is necessary to integrate the capabilities of defence forces with modern technology. In this regard the South African Defence Force is striving towards the digitisation of the battlefield. This digitisation can potentially satisfy the many requirements set for the Defence Force, in a more timely and cost-effective manner than traditional methods of functioning and training would be able to achieve. Effective situational awareness and command and control structures are essential for any military operation, especially with increasingly complex military demands. Key areas of importance are the collection, dissemination and management of information, which if executed skilfully, will result in forces capable of operating more effectively and with greater flexibility. Decision makers on the battlefield continually suffer from information overload due to the extremely rapid inflow of information. This is likely to worsen with the continued introduction of new information technologies. The technology level of any defence force should therefore be appropriate, driven by usefulness and cost-effectiveness. The digitised battlefield allows for the execution of near realistic military exercises, while conserving material and reducing the detrimental impact on environment and personnel, as is the case with traditional exercises. A key issue of focus is the usability and integration of related technologies within the digital battlefield. Promoting optimal usability through continuous and comprehensive user-based evaluation is crucial and will result in increased human performance through interaction with technology. Optimal usability must be engineered into any product (defined as something produced by means of either human or mechanical work) from the inception of the product's life cycle. Within today's technology orientated society, the digitisation of the battlefield and the usability thereof have become increasingly important issues. Most research has investigated the concepts of battlefield digitisation and usability in isolation, and little co-ordinated effort has been made to integrate digitisation and usability, even though the relation is important and necessary. A study of this nature has not hitherto been conducted within the South African military context. The purpose of this study is to provide a theoretical background of the issues of military digitisation and usability, in order to determine the significance of this relation. This research aims specifically to promote the viewpoint that usability is central to military digitisation, as well as to emphasise the importance of user-centred approaches to system development and utilization. The result will be enhanced human performance and satisfaction when interacting with digital battlefield applications. The theoretical perspective is provided by way of a literature review of the relevant military and usability concepts. Military functioning is discussed, highlighting the importance of situational awareness and effective command and control capabilities. The digitisation in the military is examined with specific reference to Virtual Reality and simulation. An overview of usability (within a human-computer interaction and user-centred design context) and usability evaluation methods are provided. This research was conducted during a military exercise conducted by the South African National Defence Force. A usability inquiry approach was followed with questionnaires distributed to participants involved with the Command and Control Digital Battlefield System. Information was obtained concerning participants' characteristics, likes, dislikes, needs, and understanding of the digital battlefield system. The analyses of the information consisted of descriptive statistics as the research aimed to illustrate the attitudes concerning usability and the digital battlefield. The results provide an understanding of the perceptions of the users regarding the digital battlefield system and its usability. Conclusions are drawn from results obtained and recommendations are made for future research. / AFRIKAANSE OPSOMMING: Moderne weermagte deur die wereld ervaar tans 'n peri ode van dinamiese verandering met nuwe magstrukture wat met nuwe tegnologiee gekombineer word ter bevordering van doeltreffendheid. Die hedendaagse hulpbronne en tegnologie tot die moderne samelewing se beskikking, het meegebring dat oorlogvoering ontwikkel het in 'n tegnologies gevorderde aksie met die klem op gevegsterrein-digitalisering. Die betreding van 'n era van tegnologies gevorderde oorlogvoering met die gepaardgaande snelle ontwikkelings in die veld van gevegsterrein digitalisering, het 'n toenemend groeiende behoefte laat ontstaan vir die indringende aanspreking van belangrike strydvrae en uitdagings wat 'n moderne weermag in die gesig staar.Tiit is noodsaaklik dat die vermoens van weermagte geintegreer word met moderne tegnologie ten einde aan strategiese verdedigingsvereistes te kan voldoen. Die Suid-Afrikaanse Nasionale Weermag het digitalisering van die gevegsterrein ten doel. Sodanige digitalisering kan potensieel die talle vereistes gestel aan 'n weermag op 'n meer tydige en koste-effektiewe wyse bevredig as wat met tradisionele metodes van funksionering en opleiding gedoen kan word. Effektiewe situasionele bewustheid en bevel en beheer strukture, is onontbeerlik in enige militere operasie, veral in die lig van toenemende komplekse eise gestel aan die moderne weermag. Sleutelareas van belang is die insameling, disseminasie en bestuur van inligting, wat as dit met die nodige insig en kundigheid uitgevoer word, aanleiding sal gee tot die verhoogde doeltreffendheid en buigsaamheid van 'n weermag. Die tegnologiese vlak van enige weermag behoort dus toepaslik en bruikbaar te wees, sowel as koste-effektief gedrewe. Die gedigitaliseerde gevegsterrein maak vcorsiening vir die uitvoering van bykans-realistiese militere oefeninge met behoud van material en grootskaalse uitskakeling van die negatiewe invloede op die omgewing en personeel, meer so as wat andersins die geval sou wees met tradisionele oefeninge. 'n Sleutel-aspek is die bruikbaarheid en integrasie van verwante tegnologiee in 'n gedigitaliseerde gevegsterrein. Die bevordering van optimale bruikbaarheid deur aaneenlopende en omvattende gebruikersbaseerde evaluasies, is deurslaggewend en sal lei tot verhoogde gebruiker prestasie betreffende interaksie met tegnologie. Optimale bruikbaarheid moet reeds vanaf die aanvang van 'n produk se lewenssiklus, bewerkstellig word. In die hedendaagse tegnologie-gebaseerde moderne same lewing, het digitalisering van die gevegsterrein en die bruikbaarheid daarvan, toenemend belangrik geword. In die meeste navorsmg word gevegsterrein digitalisering, asook bruikbaarheid, afsonderlik ondersoek, onafgesien van die belangrike verwantskap daartussen, en slegs geringe gekoordineerde pogings is van stapel gestuur om digitalisering en bruikbaarheid te integreer. In die Suid-Afrikaanse rnilitere konteks is so 'n studie nog nie uitgevoer nie en derhalwe het hierdie studie ten doel om 'n teoretiese agtergrond te voorsien van militere digitalisering- en bruikbaarheidskwessies, asook die vasstelling van die verwantskap daartussen. Hierdie navorsing het spesifiek ten doel om die standpunt te bevorder dat bruikbaarheid sentraal staan tot militere digitalisering sowel as om die gebruiker-gebaseerde benadering tot sisteem ontwikkeling en benutbaarheid, te bevorder. Die resultaat sal verhoogde gebruikerprestasie en tevredenheid wees wanneer interaksie met gedigitaliseerde gevegsterrein toepassings plaasvind. Die teoretiese perspektief word voorsien deur 'n literatuur-oorsig van die relevante rnilitere- en bruikbaarheidskonsepte. Militere funksionering word bespreek met beklemtoning van die belang van situasionele bewustheid en doeltreffende bevel en beheer vermoens, Militere digitalisering word ondersoek met spesifieke verwysing na virtuele realiteit en simulasie. 'n Oorsig van bruikbaarheid (binne die konteks van mens-rekenaar interaksie en gebruikersgeorienteerde ontwerp) sowel as bruikbaarheidsevaluasie-metodes word voorsien. Hierdie navorsing is uitgevoer tydens 'n militere oefening van die Suid-Afrikaanse Nasionale Weermag. 'n Bruikbaarheidsondersoek-benadering is gevolg deur vraelyste uit te deel aan die deelnemers wat betrokke was by die gedigitaliseerde bevel en beheer stelsel. Informasie is ingewin betreffende die deelnemers se kenmerke, persepsies, voorkeure, afkeure, behoeftes en begrip van die gedigitaliseerde gevegsterrein-stelsel. Die analise van die informasie het beskrywende statistieke behels omdat die navorsing ten doe I gehad het om ingesteldhede betreffende bruikbaarheid en die gedigitaliseerde gevegsterrein, uit te lig. Die resultate voorsien 'n begrip van die persepsies van die gebruikers rakende die gedigitaliseerde gevegsterrein, en die bruikbaarheid daarvan. Gevolgtrekkings word gemaak vanuit die resultate verkry en aanbevelings word voorsien vir verdere toekomstige navorsing.

Thesis (MA)--University of Stellenbosch, 2003. / ENGLISH ABSTRACT: Background: South African companies need to contend with numerous transformation and development issues since the country's re-entry into the international marketplace. One component that is receiving increasing attention is the wellbeing of employees in the drive to remain competitive within the global economy. This study argues that mental illness is a component of employee wellbeing that has been ignored, even though these conditions are highly prevalent and costly to businesses. The lack of recognition, research and information about mental illness in the workplace raises questions about the knowledge and orientation of human resource (HR) practitioners. This study therefore aimed to investigate and describe the mental health literacy and attitudes ofHR practitioners in South Africa. Methodology: This study had a descriptive purpose and employed a sample survey research design to distribute a mail questionnaire to a randomly selected sample of human resource practitioners registered with the South African Board for Personnel Practice (SABPP). The measuring instrument comprised mental health literacy and attitudes scales that have been extensively researched and reported to have sound psychometric properties. Three vignettes portraying mental disorders selected for their relevance to the business world (i.e., depression, panic disorder and alcohol abuse) were used as aids to achieving the research aim. A standard statistical package (SPSS 10.0) was utilised to determine descriptive and inferential statistics with an accepted 5% level of significance. Results: A response rate of 31% was achieved yielding an equal distribution of responses across the study vignettes. HR practitioners who acted as respondents to this study were found to be illiterate regarding mental illness and to hold subtle negative attitudes towards the mentally ill. Less than 10% could recognise mental illness as opposed to the majority who regarded the behaviour in the vignettes as normal responses. Whereas just over a third could correctly name the diagnosis described in the vignettes, only 7% were able to identify panic disorder. Most respondents believed that psychosocial stress factors caused mental illness, while only 29% where of the opinion that biological factors had a role in the aetiology of mental illness. Respondents favoured psychological and lifestyle treatment strategies and opposed medical treatments, irrespective of the type of mental illness presented with. Although as a group respondents showed mainly positive attitudes towards the mentally ill, evidence was found that the commonly held myths of danger/violence and the irresponsible/ childlike nature of the mentally ill were adhered to. Conclusions: The HR field should take cognisance of the reality of mental illness. Urgent steps need to be taken to adequately equip HR practitioners and students with both evidencebased knowledge and a positive orientation to enable the effective management of these conditions in the workplace. Attention should be given to addressing common mistruths and misconceptions, and to creating an awareness of the significant role that the HR practitioner can play in timeously recognising and appropriately dealing with employee mental health problems so that companies can benefit by the optimal utilisation of human resources. / AFRIKAANSE OPSOMMING: Agtergrond: Suid-Afrikaanse maatskappye het te doen met verskeie transformasie- en ontwikkelings aangeleenthede sedert die land se terugkeer na die internasionale mark. Die welstand van werkers is 'n aspek wat toenemend aandag verkry met hierdie strewe om mededingend te bly in die globale ekonomie. Hierdie studie argumenteer dat geestessiekte as 'n komponent van werkerwelstand geïgnoreer word, alhoewel dit algemeen voorkom en besighede heelwat geld kos. Die beperkte herkenning, navorsing en inligting oor geestessiekte in die werkplek lei tot vrae omtrent die kennis en inslag van Menslike Hulpbron- (MR) praktisyns. Derhalwe, ondersoek en beskryf hierdie studie die kennis en houding jeens geestesgesondheid van MH-praktisyns in Suid-Afrika. Metodologie: Hierdie studie se doel is beskrywend van aard en maak gebruik van 'n steekproef opname navorsingsontwerp. 'n Vraelys is gepos aan 'n ewekansig gesellekteerde steekproef van MH-praktisyns wat geregistreer is by die Suid-Afrikaanse Raad vir Personeelpraktyk. Die meetinstrument bestaan uit geestesgesondheid kennis- en houdingskale wat ekstensief nagevors is en wat beskryf is om goeie psigometriese eienskappe te besit. Drie gevaUestudies van geestessteurings relevant tot die besigheidswêreld (depressie, panieksteuring en alkoholmisbruik) is gebruik as hulpmiddels om die navorsingsdoeiwit te bereik. Standaard statistiese sagteware (SPSS 10.0) is gebruik om beskrywende en afleidende statistiek te bepaal met 'n aangenome 5% vlak van betekenisvolheid. Bevindings: Altesaam 31% van vraelyste is beantwoord en dit was eweredig verdeel tussen die verskillende gevallestudies. MH-praktisyns wat deelgeneem het aan hierdie studie het swak kennis omtrent geestessiekte en subtiele negatiewe houdings ten opsigte van persone met geestesiekte getoon. Minder as 10% kon geestessiekte identifiseer teenoor die meerderheid wat die gedrag in die gevallestudies as normaal beskou het. Net oor 'n derde kon die diagnose korrek benoem en slegs 7% kon panieksteuring korrek identifiseer. Meeste van die respondente het geglo dat psigososiale stresfaktore geestessiekte veroorsaak, terwyl net 29% van mening was dat biologiese faktore 'n rol speel in die etiologie van geestessiekte. Respondente het psigologiese en lewensstyl behandelingsmodaliteite verkies bo mediese behandeling en dit was onafhanklik van die tipe geestessteuring wat voorgekom het. Alhoewel die respondente as 'n groep hoofsaaklik 'n positiewe houding getoon het ten opsigte van persone met geestessiekte, was daar bewyse dat algemene mites ondersteun is en dat persone met geestessiekte beskou is as gevaarlik/aggressief en as onverantwoordeliklkinderlik. Gevolgtrekkings: Die MH veld moet die realiteit van geestessiekte aanvaar. Dringende stappe moet geneem word om MH-praktisyns en studente te voorsien van uitkomsgebaseerde kennis en 'n positiewe houding sodat effektiewe hantering van hierdie toestande kan plaasvind in die werkplek. Algemene onwaarhede en miskonsepsies moet aangespreek word en die bewustheid van die betekenisvolle rol van die MH-praktisyn moet benadruk word. Geestesgesondheidsprobleme van die werker moet betyds herken word en toepaslik gehanteer word sodat maatskappye voordeel kan trek uit die optimale gebruik van menslike hulpbronne.