AFRIKAANS : In hierdie studie is daar enersyds bepaal of daar spesifieke stressore aanwesig is wat tot werknemers van die betrokke tersiêre opleidingsinstelling se verhoogde stresvlakke en gepaardgaande siening van ‘n negatiewe gehalte van werklewe (GWL) bydra. Andersyds was die fokus op die effektiwiteit van die huidige Stresbeheerprogram (SBP), waar vasgestel is of deelname aan die spesifieke program tot 'n beter en meer positiewe ervaring in die werknemer se GWL bydra. Die studie het uitgebreide teoretiese perspektiewe op die gehalte van werk, stres, welstand en intervensies in die werkplek voorsien. Vanuit die literstuurstudie in gemelde hoofstukke 2, 3, 4 en 5 blyk dit duidelik dat verandering in die werksomgewing en die gevolglike stres wat dit meebring op die werknemer se belewenis van welstand en gehalte van werklewe impakteer, en dat die werknemer se reaksie op beide voorafgaande die deurslaggewende faktor in die bereiking van gesondheid en welstand is. Werkgewers het die verantwoordelikheid om ‘n gelukkige werkplek te vestig deur die benutting van intervensieprogramme ten einde werknemers in staat te stel om eienaarskap van hul lewens te aanvaar in die bereiking van optimale gesondheid en welstand. Die literatuurstudie is opgevolg deur ‘n empiriese ondersoek waartydens evaluatiewe navorsing benut is. Die kwantitatief-kwalitatiewe navorsingsbenaderings met fokus op Creswell se ‘dominant- less-dominant’ model is gebruik, waar die kwantitatiewe fases as oorheersende paradigma gebruik is. Die kwantitatiewe beskrywende opname-ontwerp se ewekansige kruisseksie-opname is benut om ondersoek in te stel na die aard, omvang en impak van stres op die GWL van werknemers aan die betrokke tersiêre opleidingsinstelling. Die aangepaste ‘ASSET’-posvraelys is aan respondente van die twee gekose fakulteite en respondente van die SBP voorsien. Die kwasieksperimentele navorsingsontwerp se een-groep voortoets-na-toets ontwerp en handafgelewerde vraelyste het gedien as tweede kwantitatiewe fase van die studie. Tydens fase drie, die kwalitatiewe fase, is die gevallestudie met fokus op kollektiewe gevallestudie as navorsingstrategie gevolg waartydens semi-gestruktureerde onderhoude met ‘n onderhoudskedule gebruik is om addisionele inligting te bekom. Die belewenisse en behoeftes van die respondente, wat die SBP opleiding voltooi het, is bepaal ten einde sodanige belewenisse en behoeftes tydens die aanpassings van die SBP in ag te neem. Die gestruktureerde vraelyste, sowel as die semigestruktureerde onderhoude is as voor- en na-toets gebruik om die effektiwiteit en die benuttingswaarde van die huidige SBP te bepaal. Die keuse van die onderskeie benaderings, strategie en ontwerpe, wat tydens die navorsingsproses gevolg is, was relevant en suksesvol ten einde die geformuleerde probleem aan te spreek, die navorsingsvrae sinvol te beantwoord, en die hipotese te bevestig. Die navorser kon dus daarin slaag om, deur gebruikmaking van metodologiese triangulasie, die kwantitatiefkwalitatiewe benaderings te kombineer waartydens meervoudige metodes aangewend is om alle moontlike aspekte van dieselfde fenomeen te beskou en te vergelyk, en sodoende die geldigheid daarvan te verifieer. Gebaseer op bevindinge, kan die gevolgtrekking gemaak word dat stressore wel by werknemers van die betrokke tersiêre opleidingsinstelling aanwesig is, dat stres ‘n wesenlike impak op die GWL van werknemers het, en dat die huidige Stresbeheerprogram wel ‘n verbetering in die GWL van werknemers teweeggebring het. ENGLISH : On the one hand this study determines whether there are specific stressors present, which lead to higher stress levels and contribute to the accompanying negative quality of worklife perspective of employees at the relevant tertiary institution (QWL). On the other hand the focus is on the effectiveness of the current Stress Management Programme (SMP), in order to determine whether participation in this specific programme contributes to a better and more positive experience of the employee's QWL. This study provides extensive theoretic perspectives on the quality of work, stress, wellbeing and interventions in the workplace. From the literature review in Chapters 2, 3, 4 and 5, it is clear that change in the work environment, and the subsequent stress it imposes, impacts on the employee's experience of quality of worklife and wellbeing and the employee's reaction to both these is the decisive factor in reaching health and wellbeing in the workplace. Employers have the responsibility to establish a healthy workplace by utilising intervention programmes in order to enable employees to accept ownership of their lives in reaching optimum health and wellbeing. The literature review is followed by an empirical investigation during which evaluative research was utilised. The quantitative-qualitative research approaches, with focus on Creswell's ‘dominant-less-dominant’ model was used where the quantitative phases were used as the dominant paradigm. The quantitative descriptive design's random cross section is utilized to investigate the nature, extent and impact of stress on the QWL of employees at the relevant tertiary education institution. The adapted ‘ASSET’ mailed questionnaire was provided to respondents from two chosen faculties and respondents who participated in the SMP. The quasiexperimental research design's one-group pre-test / post-test design and hand-delivered questionnaires served as the second quantitative phase of this study. During the qualitative third phase, the case study, with focus on a collective case study as research strategy, was followed during which semi-structured interviews with an interview schedule were used to obtain additional information. The experiences and needs of respondents, who completed the SMP training, were determined in order to take into account these experiences and needs when the SMP is adapted. The structured questionnaires, as well as the semi-structured interviews were used as pre-test and post-test to determine the effectiveness and the utilization value of the current SMP. The choice of the different approaches, strategy and design which were followed during the research process, were relevant and successful in order to address the formulated problem, to provide a sensible answer to the research question, and to confirm the hypothesis. The researcher could therefore succeed to, by using methodological triangulation, combine the quantitative-qualitative approaches, during which multiple methods were applied to explore and compare all possible aspects of the same phenomenon and to subsequently verify the validity thereof. Based on findings, the following conclusion can be made: firstly, there are stressors present at the relevant tertiary education institution; secondly, stress has a substantial impact on the QWL of employees; and the current Stress Management Programme contributes to an improved QWL of employees. / Thesis (DPhil)--University of Pretoria, 2009. / Social Work and Criminology / unrestricted

Text in Afrikaans / Health care has typical challenges and stress factors as employees deal with people in a very personal manner. This exclusively client-centred environment requires special skills from employees if they wish to perform well. In addition to excellent interpersonal and stress management skills, they need to be able to handle their own and patients' emotions well. These skills can be referred to as emotional intelligence competencies. Emotional intelligence is a relatively new concept with many possibilities if applied correctly. This study involves 114 employees, their colleagues and supervisors in two health-care organisations. The 360° Emotional Competency Profiler was used together with the internal performance evaluation scores, and statistical techniques such as t-tests and discriminant analysis were utilized. It was found that certain emotional intelligence dimensions and work performance are related to a certain extent. However, other factors also need to be considered if one wants to make predictions in this regard. / Die gesondheidsorgomgewing het unieke uitdagings en stresfaktore omdat werknemers op 'n baie persoonlike vlak met mense werk. Die uitsluitlik klientgesentreerde omgewing verg spesiale vaardighede indien werknemers goed wil presteer. Buiten uitstekende interpersoonlike- en streshanteringsvaardighede, moet hulle ook in staat wees om hulle eie en huile pasiente se gevoelens te kan hanteer. Hierdie vaardighede kan na verwys word as emosionele intelligensievaardighede. Emosionele intelligensie is 'n relatief nuwe konsep wat baie toepassingsmoontlikhede het indien dit reg aangewend word. Hierdie studie betrek 114 beskikbare werknemers en hulle kollegas en toesighouers in twee gesondheidsorgorganisasies. Die 360° Emotional Competency Profiler is saam met die interne prestasie-beoordelingstellings gebruik en daar is gebruik gemaak van statistiese tegnieke soos f-toetse en diskriminantontleding. Daar is bevind dat sekere emosionele intelligensie dimensies in 'n sekere mate 'n onderlinge verband toon met werksprestasie. Ander faktore moet egter ook in ag geneem word indien mens 'n voorspelling in hierdie verband wil maak. / Industrial and Organisational Psychology / MCOM (Industrial and Organisational Psychology)

Text in Afrikaans / Health care has typical challenges and stress factors as employees deal with people in a very personal manner. This exclusively client-centred environment requires special skills from employees if they wish to perform well. In addition to excellent interpersonal and stress management skills, they need to be able to handle their own and patients' emotions well. These skills can be referred to as emotional intelligence competencies. Emotional intelligence is a relatively new concept with many possibilities if applied correctly. This study involves 114 employees, their colleagues and supervisors in two health-care organisations. The 360° Emotional Competency Profiler was used together with the internal performance evaluation scores, and statistical techniques such as t-tests and discriminant analysis were utilized. It was found that certain emotional intelligence dimensions and work performance are related to a certain extent. However, other factors also need to be considered if one wants to make predictions in this regard. / Die gesondheidsorgomgewing het unieke uitdagings en stresfaktore omdat werknemers op 'n baie persoonlike vlak met mense werk. Die uitsluitlik klientgesentreerde omgewing verg spesiale vaardighede indien werknemers goed wil presteer. Buiten uitstekende interpersoonlike- en streshanteringsvaardighede, moet hulle ook in staat wees om hulle eie en huile pasiente se gevoelens te kan hanteer. Hierdie vaardighede kan na verwys word as emosionele intelligensievaardighede. Emosionele intelligensie is 'n relatief nuwe konsep wat baie toepassingsmoontlikhede het indien dit reg aangewend word. Hierdie studie betrek 114 beskikbare werknemers en hulle kollegas en toesighouers in twee gesondheidsorgorganisasies. Die 360° Emotional Competency Profiler is saam met die interne prestasie-beoordelingstellings gebruik en daar is gebruik gemaak van statistiese tegnieke soos f-toetse en diskriminantontleding. Daar is bevind dat sekere emosionele intelligensie dimensies in 'n sekere mate 'n onderlinge verband toon met werksprestasie. Ander faktore moet egter ook in ag geneem word indien mens 'n voorspelling in hierdie verband wil maak. / Industrial and Organisational Psychology / MCOM (Industrial and Organisational Psychology)