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Sources of stress for teachers at high risk secondary schools in the Western CapeBearschank Dorothy January 2010 (has links)
<p>The main sources of teacher stress stem from difficulty in maintaining classroom discipline, time pressures, workload demands, excessive change, being evaluated by others, challenging relationships with colleagues and poor working conditions. This study therefore highlights the significant relationship between occupational stressors and the stress experienced by teachers at high risk secondary schools in the Western Cape. Occupational stress is related to job satisfaction, job overload and job control. The coping strategies of teachers at high risk secondary schools are explored. The results indicate that there were no significant relationships between teacher stress and job satisfaction, job overload and job control at high risk secondary schools in the Western Cape. Job satisfaction however, showed an inverse, albeit not significant relationship to teacher stress. Furthermore, male and female teachers respond differently to these occupational stressors. Females were more prone to the experience of stress than males. The recommendations are based on the conclusions drawn from the study. In conclusion, occupational stress is considered a major source of stress for teachers, which needs to be addressed more vigorously at high risk secondary schools in the Western Cape.</p>
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The impact of role stress on job satisfaction and the intention to quit among call centre representatives in a financial companyDiamond, Kenneth Lungile January 2010 (has links)
<p>The call centre industry has been one of the fastest growing industries in South Africa. Call centres have for most companies become a basic business requirement for servicing customers. Zapf, Isic, Bechtoldt and Blau (2003: 311) argue that there are high levels of stress amongst employees in call centres, which they believe to be the result of both the work tasks and the interactions with customers. The aim of this study was to establish whether call centre work design and structure contributed to role stress amongst client service representatives (CSRs). It was also the aim of this study to establish whether role stress affected the CSRsâ levels of job satisfaction and their intentions to quit from their jobs.</p>
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Relations of indicators of work climate and satisfaction to turnover intention in the context of social support / Zunica ErmelErmel, Zunica January 2007 (has links)
Tertiary institutions in South Africa have experienced radical changes in the past decades,
especially due to the change from technikons to universities of technology. These changes
created new mental and emotional demands for academic staff and placed them under
additional pressure. Problems experienced by tertiary institutions include constantly changing
systems, students from underprivileged backgrounds and decreased subsidies from the state.
These factors could lead to role overload and role conflict. The objective of this research was
to examine the relationships between individual indicators of work climate (job challenge
demand, role overload and role conflict, job satisfaction and pay satisfaction and social
support) and turnover intention. Further objectives included empirically determining if these
indicators of work climate can be used to predict turnover intention and to determine if social
support plays a moderating role in the translation of work climate in turnover intention.
A cross-sectional survey design was used. A convenience sample was taken from a South
African university of technology. Measuring instruments for all the variables of interest were
administered. Descriptive statistics were used to analyse the data. Finally, a structural
equation model was developed to explain the relations between the variables.
The results obtained for the scales proved that four of the seven specific measuring
instruments are reliable in terms of their specific use for employees in a South African
tertiary institution. Job challenge demand, quantitative role overload and role conflict were
less reliable. Results showed that when an employee feels that he/she has too much to do in
too little time, or if the task is too difficult to complete, he/she will experience lower levels of
job satisfaction which in turn may lead to higher levels of turnover intention. Social support
from the supervisor and colleagues increase job satisfaction. A moderating effect for social
support between work climate (role characteristics and satisfaction) and turnover intention
was demonstrated.
By way of conclusion, recommendations for future research were made. / Thesis (M.A. (Industrial Psychology))--North-West University, Potchefstroom Campus, 2008.
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Daily hassles, resilience, and burnout of call centre staff / Willem Alfonzo VisserVisser, Willem Alfonzo January 2007 (has links)
Internationally, as well as locally, the trend is for companies to use call centres as their
preferred method of service delivery. The increase in the use of call centres as a service
delivery mechanism thus provides many more employment opportunities. Within call centres,
service is primarily delivered by frontline employees referred to as customer service
representatives (CSRs). While nothing seems to stop the growth of call centres and the
increase of employment opportunities within them, working in call centres is not necessarily
experienced as pleasant. Working in a call centre is frequently seen as stressful and the work
in such a centre can foster burnout. Burnout is considered to be a pathogenic construct.
The first purpose of this study was to describe and investigate the contribution of six central
characteristics (antecedents) of call centre work environments and their influence on burnout,
affective commitment and turnover intentions. These characteristics were work overload;
electronic performance monitoring; lack of career and promotion opportunities, lack of skill
variety and emotional labour. An incidental sample of customer service representatives
(N=146) was obtained from the inbound service call centre of a large financial company. AU
six independent variables were found to be significantly related to the experience of burnout,
affective commitment and turnover intentions. Multiple regression analysis made it possible
to establish that work overload, lack of career and promotion opportunities and skill variety,
and emotional labour were the most important predictors of burnout, whereas lack of career
and promotion opportunities was the most significant predictors of both affective
commitment and turnover intentions. Burnout had a direct effect on turnover intentions and
was not mediated by affective commitment.
One antecedent that is often associated with the development of burnout is daily hassles, but
daily hassles as an antecedent of burnout in call centres has not been studied before. The
second purpose of this study was to develop a short Call Centre Daily Hassle Diagnostic
Questionnaire that could be used to identify the most common daily hassles that call centre
agents experience in their working lives, both within the work environment and within their
day-to-day personal lives, and to determine the relationship between it and burnout. A cross-sectional
survey research design was used with an accidental sample (N=394) taken from a
service and sales call centre. An exploratory factor analysis of the data resulted in a six-factor
model of daily hassles within call centres that significantly predicted exhaustion. The factors
were daily demands, continuous change, co-worker hassles, demotivating work environment,
transportation hassles and inner concerns.
In the third part of this research thesis there is a shift away from the pathogenic paradigm
towards a more salutogenic/fortigenic paradigm. Very little previous research has been done
on adult resilience. The purpose of the third study was to explore the concept of adult
resilience and to identify and describe the protective and vulnerability factors that play a role
in adult resilience. Through the use of an exploratory factor analysis, eight factors were
identified that played a role in adult resilience. They were Confidence and Optimism,
Positive Reinterpretation, Facing Adversity, Support, Determination, Negative Rumination,
Religion and Helplessness.
Based on the findings of this research, some practical recommendations were made for the
management of call centres to reduce the development of burnout and turnover intentions, on
how to utilise the Hassle-based Diagnostic Scale and on how to apply the Adult Resilience
Indicator in the training and development of resilience. / Thesis (Ph.D. (Industrial Psychology) )--North-West University, Potchefstroom Campus, 2007.
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Role–specific stress, physical and psychological health and social support in a mining training academy / van Wyk L.Van Wyk, Lidia January 2011 (has links)
The mining industry in South Africa plays a significant role in the economy of the country.
South Africa is rated as one of the world’s largest producers of key reserves - gold,
manganese ore and platinum– and the high level of industrial and production skills in the
mines also contributes to the country’s success. Although the gold mining industry’s
contribution is of the utmost importance, it is also under pressure to remain competitive and
cost–efficient. Old shafts, worsening health of employees, ore bodies that are not always in
their prime phase, the radical increase in the annual electricity tariffs and the possibility of
decreased gold prices contribute to the decline in the gold mining industry’s success.
The objective of this study was to investigate the relationship between role–specific stress and
physical and psychological health, and to determine whether social support has a moderating
effect in this relationship for employees in a mining training academy. A cross–sectional
survey design was used and a convenience sample (n=437) was taken from a South African
gold mining company, where the only criterium for inclusion was to be employed by the
organisation at the time the research took place.
Descriptive statistics and inferential statistics were used to analyse the data. The measuring
instruments used in this study were proven to be reliable. The results indicate that role
stressors and physical and psychological health problems are positively related. It also shows
that social support can decrease role–specific stress and that social support – especially from
colleagues and supervisors – can help to reduce depression and improve the quality of sleep.
Furthermore, logistic regression analyses were used to determine whether role stress and
social support hold any predictive value regarding physical and psychological health. It was
found that if participants’ experience role–specific stress and they receive support – especially
from supervisors – it can predict their quality of sleep and the use of medication (physical
viii
health). The findings also indicate that role stress can predict the experience of depression
with regards to psychological health. However, the moderating effect of social support
between role stress and depression was not supported in this research.
To conclude, recommendations for the organisation and future research are made. / Thesis (M.Com. (Industrial Psychology))--North-West University, Potchefstroom Campus, 2012.
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306 |
Daily hassles, resilience, and burnout of call centre staff / Willem Alfonzo VisserVisser, Willem Alfonzo January 2007 (has links)
Internationally, as well as locally, the trend is for companies to use call centres as their
preferred method of service delivery. The increase in the use of call centres as a service
delivery mechanism thus provides many more employment opportunities. Within call centres,
service is primarily delivered by frontline employees referred to as customer service
representatives (CSRs). While nothing seems to stop the growth of call centres and the
increase of employment opportunities within them, working in call centres is not necessarily
experienced as pleasant. Working in a call centre is frequently seen as stressful and the work
in such a centre can foster burnout. Burnout is considered to be a pathogenic construct.
The first purpose of this study was to describe and investigate the contribution of six central
characteristics (antecedents) of call centre work environments and their influence on burnout,
affective commitment and turnover intentions. These characteristics were work overload;
electronic performance monitoring; lack of career and promotion opportunities, lack of skill
variety and emotional labour. An incidental sample of customer service representatives
(N=146) was obtained from the inbound service call centre of a large financial company. AU
six independent variables were found to be significantly related to the experience of burnout,
affective commitment and turnover intentions. Multiple regression analysis made it possible
to establish that work overload, lack of career and promotion opportunities and skill variety,
and emotional labour were the most important predictors of burnout, whereas lack of career
and promotion opportunities was the most significant predictors of both affective
commitment and turnover intentions. Burnout had a direct effect on turnover intentions and
was not mediated by affective commitment.
One antecedent that is often associated with the development of burnout is daily hassles, but
daily hassles as an antecedent of burnout in call centres has not been studied before. The
second purpose of this study was to develop a short Call Centre Daily Hassle Diagnostic
Questionnaire that could be used to identify the most common daily hassles that call centre
agents experience in their working lives, both within the work environment and within their
day-to-day personal lives, and to determine the relationship between it and burnout. A cross-sectional
survey research design was used with an accidental sample (N=394) taken from a
service and sales call centre. An exploratory factor analysis of the data resulted in a six-factor
model of daily hassles within call centres that significantly predicted exhaustion. The factors
were daily demands, continuous change, co-worker hassles, demotivating work environment,
transportation hassles and inner concerns.
In the third part of this research thesis there is a shift away from the pathogenic paradigm
towards a more salutogenic/fortigenic paradigm. Very little previous research has been done
on adult resilience. The purpose of the third study was to explore the concept of adult
resilience and to identify and describe the protective and vulnerability factors that play a role
in adult resilience. Through the use of an exploratory factor analysis, eight factors were
identified that played a role in adult resilience. They were Confidence and Optimism,
Positive Reinterpretation, Facing Adversity, Support, Determination, Negative Rumination,
Religion and Helplessness.
Based on the findings of this research, some practical recommendations were made for the
management of call centres to reduce the development of burnout and turnover intentions, on
how to utilise the Hassle-based Diagnostic Scale and on how to apply the Adult Resilience
Indicator in the training and development of resilience. / Thesis (Ph.D. (Industrial Psychology) )--North-West University, Potchefstroom Campus, 2007.
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307 |
Role–specific stress, physical and psychological health and social support in a mining training academy / van Wyk L.Van Wyk, Lidia January 2011 (has links)
The mining industry in South Africa plays a significant role in the economy of the country.
South Africa is rated as one of the world’s largest producers of key reserves - gold,
manganese ore and platinum– and the high level of industrial and production skills in the
mines also contributes to the country’s success. Although the gold mining industry’s
contribution is of the utmost importance, it is also under pressure to remain competitive and
cost–efficient. Old shafts, worsening health of employees, ore bodies that are not always in
their prime phase, the radical increase in the annual electricity tariffs and the possibility of
decreased gold prices contribute to the decline in the gold mining industry’s success.
The objective of this study was to investigate the relationship between role–specific stress and
physical and psychological health, and to determine whether social support has a moderating
effect in this relationship for employees in a mining training academy. A cross–sectional
survey design was used and a convenience sample (n=437) was taken from a South African
gold mining company, where the only criterium for inclusion was to be employed by the
organisation at the time the research took place.
Descriptive statistics and inferential statistics were used to analyse the data. The measuring
instruments used in this study were proven to be reliable. The results indicate that role
stressors and physical and psychological health problems are positively related. It also shows
that social support can decrease role–specific stress and that social support – especially from
colleagues and supervisors – can help to reduce depression and improve the quality of sleep.
Furthermore, logistic regression analyses were used to determine whether role stress and
social support hold any predictive value regarding physical and psychological health. It was
found that if participants’ experience role–specific stress and they receive support – especially
from supervisors – it can predict their quality of sleep and the use of medication (physical
viii
health). The findings also indicate that role stress can predict the experience of depression
with regards to psychological health. However, the moderating effect of social support
between role stress and depression was not supported in this research.
To conclude, recommendations for the organisation and future research are made. / Thesis (M.Com. (Industrial Psychology))--North-West University, Potchefstroom Campus, 2012.
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The role of the Telehealth Coordinator in sustainable videoconferencing technology implementation and use in Canada: a qualitative studyLynch, Joseph 16 January 2009 (has links)
INTRODUCTION: In Canada, the role of Telehealth Coordinator is relatively new. Provider institutions and telehealth networks developed the role to support implementation and use of videoconferencing technology in health care delivery. As telehealth usage grows, an increasing number of Canadian nurses, other regulated health care professionals and unregulated workers are being called upon to function as Telehealth Coordinators. However, in some organizations, this role remains poorly understood and generally, little is known about the demographics of Canada’s Telehealth Coordinator community of practice.
PURPOSE: Using Role Theory concepts and the tenets of Nursing Informatics, the broad aim of this qualitative study was to gain a better understanding of the demographics and role that nurses, other regulated health professionals and unregulated workers play in sustainable telehealth technology implementation and use in Canada. This is important in the context of leveraging technology to meet the challenges of an ageing population and increasing burden of chronic illness.
METHODS: Qualitative exploratory study design using mixed methods. Telehealth Coordinators from the Canadian Society of Telehealth (CST) and Ontario Telemedicine Network (OTN) were invited to take part in an online survey (33 items) and telephone interview (20 items).
RESULTS: From two identified populations – a provincial sample from Ontario and a national sample from other Canadian provinces and territories, 47 Telehealth Coordinators provided responses that could be analyzed. Over half of the respondents (56%) reported being between the ages of 40 – 59 years and 75% were female. Nurses and other regulated health care professionals comprised 53% of the sample. Of the respondents, 66% reported working in a health care provider organization. Responses to the qualitative questions are presented within the context of Role Theory and Nursing Informatics.
CONCLUSIONS: Canada’s Telehealth Coordinators are an eclectic community of practice with varying roles, responsibilities, educational backgrounds and experience. Although the role of Telehealth Coordinator varied across organizations and regions in Canada, important commonalities were also found. Participants expressed a need and desire for standards, ongoing professional education opportunities and credentialing – especially if the role involved patient care. Major factors contributing to Canadian Telehealth Coordinators work satisfaction were: 1. patient contact and knowledge that they were making health care more accessible 2. educating others in the use of videoconferencing technology and 3. autonomy. Organizational issues including a lack of resources and understanding of the role by senior executives provided the least satisfaction for Telehealth Coordinators. Strong organizational support for Telehealth Coordinators will increase the probability of successful videoconferencing technology implementation and use.
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Les demandes du travail et l'épuisement émotionnel : l'influence de la qualité de la relation d'encadrement LMXHoule-Ouellette, Olivier 05 1900 (has links)
Ce mémoire vise à vérifier l’effet modérateur de la relation d’encadrement LMX sur la relation entre les demandes du travail et l’épuisement émotionnel. Nous avons d’abord étudié la relation d’encadrement LMX et ses effets multiples, particulièrement sur le stress. Nous avons envisagé le LMX comme une ressource qui peut atténuer les effets des demandes du travail (conflit, surcharge et l’ambiguïté de rôle) sur l’épuisement émotionnel, et ce, avec comme fondement théorique le modèle des tensions du travail de Karasek (1979). Pour vérifier notre modèle, nous avons procédé à une analyse secondaire de données recueillies dans le cadre provenant d’une étude précédente réalisée à l’Institut de gériatrie de l’Université de Sherbrooke en 1996. Des analyses descriptives nous ont permis de valider deux de nos trois principales hypothèses à l’effet que le LMX agit comme modérateur sur la relation entre les demandes du travail et l’épuisement émotionnel. En effet, les résultats montrent que plus le LMX est de qualité, moins les relations entre le conflit de rôle et l’épuisement émotionnel ainsi qu’entre la surcharge de rôle et l’épuisement émotionnel sont significatives. Toutefois, nos résultats indiquent que plus le LMX est de qualité, plus l’effet de l’ambiguïté de rôle est relié à l’épuisement émotionnel. / This paper will demonstrate the moderating effect of the LMX relationship on the connection between job demands and emotional exhaustion. First, we examined the LMX relationship and its various effects, especially on stress. Based on the theoretical foundations of Karasek’s workplace stress model (1979), we considered LMX as a resource that can mitigate the effects of job demands (conflict, overload and role ambiguity) on emotional exhaustion. To validate our model, we conducted a secondary analysis of data gathered in a prior study at the Université de Sherbrooke’s geriatrics institute in 1996.Descriptive analyses allowed us to validate two of our three main hypotheses to the effect that LMX functions as a moderator in the relationship between job demands and emotional exhaustion. The results showed that the better quality the LMX, the less significant the relationship between role conflict and emotional exhaustion and between role overload and emotional exhaustion. The results also showed, however, that the better quality the LMX, the greater the effect of role ambiguity on emotional exhaustion.
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Identification of Genes Associated with the Endocrine Heart under Normal and Pathophysiological Conditions Using Genomic and Transcriptional AnalysisForero McGrath, Monica 28 September 2011 (has links)
The endocrine heart synthesises and secretes two polypeptide hormones: the natriuretic peptides (NP) atrial natriuretic factor (ANF) and B-type natriuretic peptide (BNP). The biological actions of these hormones serve both acutely and chronically to reduce systemic blood pressure and hemodynamic load to the heart, thus contributing to the maintenance of cardiorenal homeostasis. Considerable effort has been focused on the elucidation of the mechanistic underlying ANF and BNP gene expression and secretion but much remains to be determined regarding specific molecular events involved in the cardiocyte secretory function. These hormones are produced by the atrial muscle cells (cardiocytes), which display a dual secretory/muscle phenotype. In contrast, ventricular cardiocytes display mainly a muscle phenotype. Comparatively little information is available regarding the genetic background for this important phenotypic difference with particular reference to the endocrine function of the heart.
We postulated that comparison of gene expression profiles between atrial and ventricular muscles would help identify transcripts that underlie the phenotypic differences associated with the endocrine function of the heart as well as identify signaling pathways involved in its regulation.
The cardiac atrial and ventricular transcriptomes were analyzed using oligonucleotide microarrays under normal or chronically induced aortocaval shunt volume-overload conditions. Transcriptional differences were validated by RT-PCR and transcripts of interest were knocked-down by RNAi. Comparison of gene expression profiles in the rat heart revealed a total of 1415 differentially expressed genes between normal atrial and ventricular tissues. Functional classification and pathway analysis identified numerous transcripts involved in mechanosensing, vesicle trafficking, hormone secretion, and G protein signaling. Volume-overloaded animals exhibited a progressive increase in cardiac mass over the four-week time course, an increase in expression of known hypertrophic genes, as well as the differential expression of 700 genes within the atria. Volume-overload specifically downregulated the accessory protein for heterotrimeric G protein signaling RASD1 in the atria. In vitro, knockdown of RASD1 in the atrial-derived HL-1 cells, significantly increased ANF secretion, demonstrating a previously unknown negative modulator role for RASD1.
The data developed in this investigation provides insight into the expression profiles of genes particularly centered on the secretory function of the heart under normal and chronic hemodynamic overload conditions. Genome-wide expression profile analysis identified RASD1 as being differentially expressed between cardiac tissues as well as being modulated by chronic volume overload. RASD1 emerges as a tonic inhibitor of ANF secretion. The novel function identified herein for RASD1 in the atria is of considerable interest given the fact that secretory impairment of the cardiac natriuretic hormones can negatively impact cardiovascular homeostasis.
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