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07/30/09 00:58 1
07/30/09 00:58 2
WORK PSYCHOLOGY ???
“The scientific study of
the relationship
between man and
the world of work... in
the process of
making a living"
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WELL-BEING
Little interest –well-being unimportant. Other major
concerns.
More interest in physical well-being – consequences of
not protecting employees from being injured/killed
recognized
Legislation with practical health and safety
frameworks put in place in order to protect employees
from physical injury and death
A recognition that mental health can also suffer at work in
terms of ‘nervous breakdowns’ and fatigue
Effects of poor job design recognized. Attempts to enrich
work to increase job satisfaction and performance
Psychological ‘stress’ seen as a major health and safety
issue - manual jobs decline, fewer physical hazards
Focus on more specific feelings such as mood and
emotion (or affect) in relation to new kinds of work
performance and emotional intelligence
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CONSEQUENCES OF STRESS
Physiological
Consequences
Psychological Behavioral
Consequences Consequences
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SO HOW DOES WORK AFFECT
PSYCHOLOGICAL WELL-BEING?
ASPECTS OF MENTAL
ASPECTS OF WORK
HEALTH
WORKLOAD
MOOD
CONTROL
EMOTIONS
SUPPORT
SUBJECTIVE WELL-BEING
JOB CHARACTERISTICS
CLINICAL CONDITIONS
Mysterious Processes
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PSYCHOLOGICAL CONTRACT
A psychological contract is
one where the individual’s
beliefs, is shaped by the
organization, regarding terms
of an exchange between
individuals and the
organization.
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WHAT IS THE PSYCHOLOGICAL
CONTRACT??
Employee beliefs are
conditional promises
in “If I work hard
the minds of I’ll get promoted
employees by the
(if I do X then I get Y) organization.”
Promotion Effort
Or much more
specific:
Training Skills
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IMPACT ON WELL-BEING AND
BEHAVIOUR?
Reactions to violation (situations where
employee believes that organization has
broken promise)
Strong negative emotions (e.g., anger,
envy, rage)
Withdrawal of effort
Withdrawal of pro-social behaviour
Intention to quit
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HENCE…..
Work and psychological well-being
are both about relationships between:
Employee and organization
Line manager and employee
Employees
Focusing on the quality and fairness
of work relationships likely to play a
key role in enhancing positive
psychological well-being
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WORK ADJUSTMENT
POSITIVE ADJUSTMENT, or developmental
adjustment. Conformity to higher levels of a hierarchy
of values self-discovered and consciously followed. It is
an acceptance of values after critical examination and
an autonomous choice. It is an adjustment to “what
ought to be”. Such hierarchy of values is controlled by
(or developed from) the personality ideal.
NEGATIVE ADJUSTMENT. Nondevelopmental
adjustment. Unqualified conformity to a hierarchy of
values prevailing in a person's social environment. The
values are accepted without an independent critical
evaluation. It is an acceptance of an external system of
values without autonomous choice. An adjustment to
“what is”.
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WORK MALADJUSTMENT
NEGATIVE MALADJUSTMENT. Rejection of social
norms and accepted patterns of behavior because
of the controlling power of primitive drives and
nondevelopmental or pathologically deformed
structures and functions. In the extreme case it
takes the form of psychosis, psychopathy, or
criminal activity.
POSITIVE MALADJUSTMENT: A conflict with and
rejection of those standards and attitudes of one's
social environment which are incompatible with
one's growing awareness of a higher scale of
values which is developing as an internal
imperative.
07/30/09 00:59 14
WORK ADJUSTMENT &
MALADJUSTMENT
Inner anxiety, inner conflicts, maladjustments,
sorrows, and disruptions -- everything that
demeans our position in the scale of common
values, work toward our passage to a world of
higher values.
If you want to develop yourself truly, you should
be able to adjust and also maladjust, to different
kinds and levels of reality.
Of all the dynamisms of the first phase of positive
disintegration, positive maladjustment is the most
important indicator of a potential for accelerated
development.
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WORK ADJUSTMENT &
MALADJUSTMENT
In this process of development through multilevel
positive disintegration, the human being
develops positive maladjustment to “what is”
and an adjustment to “what ought to be”. This
positive maladjustment is basic for the
development of mental health.
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WORK DYSFUNCTIONS
Inattention to results—
Status and Ego
Avoidance of Accountability
—Low Standards
Lack of Commitment--
Ambiguity
Absence of Trust--Invulnerability
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TRUST IS…
Willingness to admit weaknesses and
mistakes
Ask for help
Accept questions and input about their
areas of responsibility
Give one another benefit of doubt before
arriving at conclusion
Take risks
Focus time and energy on important
issues, not politics
Look forward to meetings as
opportunities to work with team
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CONFLICT
Imperative to meet conflict “head on”. Any avoidance
causes team deterioration.
Acknowledging conflict is healthy and the first step to
working as a team.
Team members need to know that conflict is necessary
and coach each other to keep conflict going until
resolved
During a meeting where conflict occurs, team lead needs
to remind others that this conflict is healthy and
necessary!
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COMMITMENT
Clarity around directions and priorities
Alignment of entire team around
common objectives
Developing an ability to learn from
mistakes
Taking advantage of opportunities
before competitors do
Moving forward without hesitation
Changing direction without hesitation
or guilt
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ACCOUNTABILITY
Peer Pressure is the most effective and
efficient means of keeping high standards.
Defined as willingness to call their peers
on performance or behaviors that might
hurt the team
Ways to assist: publish goals and
standards for all to see; frequent progress
reports; team rewards
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RESULTS
This is the ultimate dysfunction:
ego and individual growth and
status
The established goals and
standards must be the focus. It
is not the individual, department,
group BUT the team that
succeeds.
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NOT JUST FOR PROFIT OR HIGHER WAGES BUT,
FOR HEALTH
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NATURE OF WORK & ITS
EFFECT ON WELL BEING
WORK NATURE…
Shorter hours 6-8 hours per day
Shorter weeks 4-5 days
More holidays 46 week year
Shorter working life-30years
Work is more skilled,-more training is
needed,-often contract work or part time,-
we may do several different jobs in a
lifetime and work for many employers
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NATURE OF WORK & ITS
EFFECT ON WELL BEING
EFFECT ON WELL BEING…
Is more productive
Has less time off
Is happier at work
Is more likely to stay with that job
Is worth training and investment
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WORK PLACE HAZARDS
Work Hazard Risks Prevent
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COPING STRATEGIES FOR
EMPLOYEES
Problem- Emotion-
focused focused
Time Exercise
Management Meditation
Mentoring Social Support
Role Clinical
Negotiation Counseling
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NON-FUNCTIONAL COPING
STRATEGIES FOR
Eating
Drinking
Taking drugs
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COPING STRATEGIES FOR
ORGANIZATIONS
Problem- focused Emotion-focused
On-site exercise
facilities
Job redesign
Job rotation Organizational
Reduction of support
uncertainty
Job security Employee
Company day care
assistance programs
Flextime/ job sharing Personal days/
Telecommuting Sabbaticals
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JOBS & OUTCOMES
Critical
Core job
psychological Outcomes
characteristics
states
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LEADING PRACTICES FOR
WELL BEING
Effective processes for hiring and career
progression
Make extensive investments in training and
education
Motivate employees to develop and use their full
potential
Maintain a work environment conducive to the
well-being and growth of all employees
Monitor extent and effectiveness of HR practices
and measure employee satisfaction
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STAGES OF EXPATRIATE
ADJUSTMENT
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STAGES OF WORK STRESS
HONEYMOON STAGE
FULL THROTTLE STAGE
CHRONIC SYMPTOMS
STAGE
CRISIS STAGE
HITTING THE WALL
STAGE
07/30/09 00:59 38
BPO STRATEGIES FOR WELL
BEING
Move to secondary locations
Training focus
Move from BPO to KPO segment
Non existence of single body
Non poaching agreement between various
organizations
operational excellence
hiring excellence
flexible time schedule
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SIGNS OF STRESS:
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Physical Symptoms Behavioural Symptoms:
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BPO DYSFUNCTIONS &
RELATED PROBLEMS
JOB OF HIGH EMOTIONAL LABOUR –
stressful & monotonous – 8hrs job with only one
and a half hour break – night shifts – calls
monitored – targets – stress
SEXUAL HARASSMENT – molestation of
female employees – must be trained for self
defence
FOREIGN LANGUAGE – one or more foreign
languages
CULTURAL DIFFERENCES, VALUES &
ETHICS
07/30/09 00:59 42
MASLOW’S THEORY AT BPOs
Industry workers are not able to envision the BPO
industry as a long term career option. They feel
that a long term career in the BPO industry is not
feasible.
As the industry matures, the industry's
positioning needs to change from being a mere
money maker option to an industry which
provides immense learning, high growth
prospects and opportunities for foreign
Lack of family and social interactions is one of
experience.
the major concerns for the employees which
needs to be dealt by the BPO companies.