The study centres on the development of a didactically justified design model of a competency based modular training system for the Printing, Newspaper and Packaging Industries. The design model is represented in a diagram form identifying the components of the design model in relation to their systems function. The components of the design model are; training needs analysis, aims and objectives of training, the learner initial situation, the code of practice for training within industry, the pre-interactive training phase, the interactive training phase and training outcomes. Checklists are developed for using the design model as well as some practical examples of the implementation of the design model in creating a training system which features sound andragogic didactic principles and practices. The use of the design model enables the development of a practical competency based modular training system which meets the unique requirements of the Printing, Newspaper and Packaging Industries. / Educational Studies / M. Ed. (Didactics)

Bakgrund: Nya bestämmelser för klagomålshantering togs i bruk 2018 med syfte att stärka patienternas ställning och utveckla det systematiska arbetet med patientsäkerhet. En patient kan rapportera synpunkter och klagomål direkt till sin vårdgivare som är skyldig att ta emot ärendet och utreda vad som har hänt och vidta åtgärder. Forskning har visat att systematik saknas i hur verksamheter tar tillvara innehållet i ärenden som tas emot och det saknas en gemensam kategorisering. En process utvecklades inom Region Stockholm där patienter kan lämna synpunkter och klagomål via en e-tjänst på 1177 som sedan hanteras i regionens IT-stöd för avvikelsehantering. Syfte: Studiens syfte var att på aggregerad nivå undersöka inom vilka problemområden patienter rapporterar synpunkter och klagomål till vårdgivare inom akutsjukvård och primärvård via e-tjänsten samt om dessa ärenden kan bidra till lärande samt kvalitetsförbättring och ökad patientsäkerhet. Metod: Kvantitativ och kvalitativ forskningsansats det vill säga en blandad metod användes. Intervjuer genomfördes med vårdgivare och analyserades med en tematisk innehållsanalys utifrån en induktiv ansats. Problemområden kategoriserades om och jämfördes med Healthcare Complaints Analysis Tool (HCAT). Resultat: De flesta synpunkter och klagomål rapporterades inom problemområdet kommunikation med delproblemet bemötande. Det förelåg ingen markant skillnad i problemområden mellan akutsjukvård och primärvård. Intervjuer visade att vårdgivarna tog tillvara innehållet i synpunkter och klagomål på olika sätt för lärande och i sitt arbete med kvalitet och patientsäkerhet. HCAT-verktyget uppvisade ett överensstämmande resultat vid kategorisering av de tre största problemområdena av klagomål. Slutsats: Genom att systematiskt hantera synpunkter och klagomål på aggregerad nivå kan vårdgivarna få underlag till att bedriva ett ändamålsenligt arbete med kvalitet och patientsäkerhet. Användande av gemensamma kategoriseringar är en förutsättning för regionala och nationella jämförelser. / Background: New regulations for handling complaints were introduced in 2018 with the aim of strengthening the position of patients and developing the systematic work with patient safety. A patient can report complaints directly to their healthcare provider who is required to receive the case and investigate what has happened and act. Research has shown that there is a lack of systematicity in how caregivers make use of the content of cases that are received and there is a lack of common categorization. A process was developed within Region Stockholm where patients can submit complaints via an e-service, which is then handled in the region's IT -system for deviation management. Aim: The aim of the study was to investigate on an aggregated level in which problem areas patients report complaints to care providers in emergency care and primary care via the e-service and in if they can contribute to learning, quality improvement and increased patient safety. Method: A mixed methods approach has been used. Interviews were conducted with caregivers and analyzed with a thematic content analysis based on an inductive approach. Problem areas were recategorized and compared using the Healthcare Complaints Analysis Tool (HCAT). Results: Complaints reported to the caregivers were most common in communication and personal treatment. There was no difference in problem areas between emergency care and primary care. Interviews showed that the caregivers used the content of complaints in different ways for learning and in their work with quality and patient safety. The HCAT-tool showed consistent results in categorizing the top three problem areas of complaints. Conclusion: By the systematically handling of complaints on an aggregated level, the care providers can obtain a basis for carrying out an appropriate work with quality and patient safety. Use of collective categorizations is a prerequisite for regional and national comparisons.

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 / This study, which was undertaken within a qualitative and quantitative methodological framework, is a collaborative action research project that focuses on the impact of emotional intelligence (EI) teaching in the classroom as intervention to prevent the inappropriate behaviour of learners that could lead to violence and crime. The study also concentrates on how action research can enhance the educator’s teaching practices. The objective was to prevent learners from misbehaving by implementing EI as a teaching strategy in the classroom on the basis of various definitions and models of EI. This research project also explored the coordinated and integrated management of positive learner behaviour, overall school development and the management of a culture of positive behaviour. The empirical study concludes that there is a correlation between EI teaching methods and learners’ behaviour. In view of the fact that the use of EI in the classroom can prevent the inappropriate behaviour of learners it can therefore be regarded as preventative discipline. / Psychology / M.A. (Sielkunde)

The complexity of mental development in humans together with human interaction in the social context presents itself to be a continued source of investigation and exploration. Emotional Intelligence (EI) is such a field of study in the discipline of psychology. Researchers emphasized the importance and value of emotional development ("soft-skills") equal to cognitive development (“hard-skills”). EI abilities are associated with key skills and competencies required for operating successfully in today’s organizations. This study focused on this theme specifically and tried to determine how EI training impacted on the success of the individual who fits the modern working profile and how emotionally intelligent employees are beneficial to organisational success overall. An ethnographic qualitative study (including an autoethnography) was performed on individuals of different participant groupings who completed the Neuro-Link EI Program. The aim was to assess if they showed increased growth in areas of EI, specifically addressed in the program namely self-awareness, self-management, social awareness, and social management. Findings indicated that EI training works with positive results. It was of great value to the individual having an immense impact on their personal lives. It further had a major positive impact on the group dynamics of individuals who attended the training. At companies where facilitators presented the program, EI training had a positive impact. A conclusion on the impact that such training had on the two companies whose staff members directly participated in this study, was not yet possible at the time of the study. The development of an awareness model for the promotion of EI training in the workplace is recommended. This may increase available knowledge regarding corporate EI training but also accelerates an emerging, but a too slowly growing movement. / Psychology / M.A. (Psychology)

Text in English / Exploring the Impact of Emotional Intelligence Training in the Workplace. The complexity of mental development in humans together with human interaction in the social context presents itself to be a continued source of investigation and exploration. Emotional Intelligence (EI) is such a field of study in the discipline of psychology. Researchers emphasized the importance and value of emotional development ("soft-skills") equal to cognitive development (“hard-skills”). EI abilities are associated with key skills and competencies required for operating successfully in today’s organizations. This study focused on this theme specifically and tried to determine how EI training impacted on the success of the individual who fits the modern working profile and how emotionally intelligent employees are beneficial to organisational success overall. An ethnographic qualitative study (including an autoethnography) was performed on individuals of different participant groupings who completed the Neuro-Link EI Program. The aim was to assess if they showed increased growth in areas of EI, specifically addressed in the program namely self-awareness, self-management, social awareness, and social management. Findings indicated that EI training works with positive results. It was of great value to the individual having an immense impact on their personal lives. It further had a major positive impact on the group dynamics of individuals who attended the training. At companies where facilitators presented the program, EI training had a positive impact. A conclusion on the impact that such training had on the two companies whose staff members directly participated in this study, was not yet possible at the time of the study. The development of an awareness model for the promotion of EI training in the workplace is recommended. This may increase available knowledge regarding corporate EI training but also accelerates an emerging, but a too slowly growing movement. / Psychology / M.A. (Psychology)

La thérapie par le plein air représente une alternative aux programmes d’intervention conventionnels pour jeunes antisociaux. Elle donne à ses participants l’occasion de modifier leurs pensées et leurs comportements dans un contexte d’expédition, à travers la participation à diverses activités de plein air. Ce faisant, ils développent leur répertoire d’habiletés personnelles et sociales, ce qui pourrait faciliter le désistement d’une conduite antisociale. Un devis expérimental prospectif, avec pré-test et post-tests à trois et six mois, a été utilisé afin d’évaluer l’effet de la durée d’une intervention de thérapie par le plein air sur le niveau d’antisocialité et l’insertion socio-professionnelle de jeunes contrevenants. De plus, l’effet potentiellement médiateur des progrès réalisés au chapitre des habiletés interpersonnelles et de la motivation d’accomplissement a été examiné. Un échantillon de 220 jeunes contrevenants a été observé, divisé aléatoirement selon deux conditions expérimentales, soit un programme de 8 à 10 jours et un programme de 17 à 20 jours. Il apparaît que la durée n’a pas d’effet direct significatif sur le niveau d’antisocialité et l’insertion socio-professionnelle des participants. En revanche, la durée du programme a un effet positif indirect sur le niveau d’antisocialité subséquent des participants, à travers l’amélioration des habiletés interpersonnelles et la motivation d’accomplissement des sujets. Aucune des variables mises en jeu n’a eu un impact significatif sur les progrès observés au niveau de l’insertion socio-professionnelle des sujets. La thérapie par le plein air semble favoriser le désistement d’une conduite antisociale en encourageant le développement de certaines habiletés personnelles qui font habituellement défaut chez les jeunes antisociaux. / Wilderness therapy is an alternative to more traditional interventions for antisocial youth. This expedition-based intervention requires participation in various outdoor activities, through which participants have the opportunity to modify thought patterns and behaviors. In doing so, they broaden their existing, and often poor, repertoire of personal and social skills, heightening the possibilities of desistence from an antisocial path. An experimental and prospective design, with pre-test and post-tests at three and six months, was used to evaluate the influence of the length of the program on the antisociality and socio-professional status of young offenders. The potential impact as mediators of interpersonal skills and accomplishment motivation was also observed. A sample of 220 young offenders was used, which was divided at random into two conditions; a program lasting between 8 to 10 days or one lasting between 17 and 20 days. Length of program had no direct and significant influence on the antisociality levels or the socio-professional status of the participants. However, length had a positive indirect effect on lowering the level of antisociality of the subjects, through the development of their interpersonal skills and accomplishment motivation. None of the variables had a significant impact on the socio-professional status progress noted for most subjects. Wilderness therapy appears to support young offenders in desisting from an antisocial pathway by facilitating the development of personal and social skills.

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 / This study, which was undertaken within a qualitative and quantitative methodological framework, is a collaborative action research project that focuses on the impact of emotional intelligence (EI) teaching in the classroom as intervention to prevent the inappropriate behaviour of learners that could lead to violence and crime. The study also concentrates on how action research can enhance the educator’s teaching practices. The objective was to prevent learners from misbehaving by implementing EI as a teaching strategy in the classroom on the basis of various definitions and models of EI. This research project also explored the coordinated and integrated management of positive learner behaviour, overall school development and the management of a culture of positive behaviour. The empirical study concludes that there is a correlation between EI teaching methods and learners’ behaviour. In view of the fact that the use of EI in the classroom can prevent the inappropriate behaviour of learners it can therefore be regarded as preventative discipline. / Psychology / M.A. (Sielkunde)

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