The second factor is the lack of importance placed on communication between stakeholders during the return to work process. It is important that all stakeholders involved are communicating with each other, including the managers and employees (Dyck, 2017). These conversations between managers and employees are particularly helpful because encourage the employee to feel motivated and optimistic about returning to work (CITE). Since Callum’s manager is not expecting to reach out to him, it may have a negative impact on his intentions of returning to work. Encouraging his manager to follow-up and keep in contact with Callum during his leave is one way this issue can be
Having these resources available to employees, reduces consistent long working hours to refresh the mind as they are allowed to use these resources whenever they feel a break or a step back is necessary (Tripathy, 2006). Furthermore, by allowing employees to step away from the computers, which are highly used among call centres, this allows for employees to rest their eyes and prevent damage (Toama, Mohamed & Husseim,
1. Call center is a work environments in which the business is mainly mediated by computer and telephone-based technologies that enable the efficient distribution of incoming and outgoing calls (Holman, 2003 as cited in Bakker, 2003). The argument that was made is that the work can be demanding and stressful, as the work has a repetitive movement, while you receive complex information (Holman 2003, as cited in Bakker, 2003). Since there is a high work intensity with restrictions imposed on rest breaks, this questioned the appropriateness of long shifts (Taylor & Bain, 1999, etc). There is evidence that shows that the negative impact of high work intensity in call centers happens to increase as working hours increase.
In the organizations with high levels of workplace spirituality, the employees were more flexible when encountering changes, they would usually not resist new ideas and they could manage the reforms (Salzmann, 1997; Adams et. al, 2003). Therefore, when the environment significantly changes, organizational reform would become regular with workplace spirituality, and the employees would adapt to the changes, which increased organizational efficiency and profits. In addition to the influences of individual positive factors on unit or organization efficacy (Neck & Milliman, 1994; Gawain, 2000; Krishna Kumar & Neck, 2002), many researchers demonstrated that workplace spirituality could enhance the employees’ family life, including their satisfaction with families and marriage, recreation and social activities, and even overall family economy. With the reduction of influences from family factors, work performance would be developed and the individuals thus had better work performance (Emmons,
Work stress or occupational stress can be defined as harmful physical and emotional responses that occur when the requirements of the occupation do not match with the capabilities, resources or needs of the worker (NIOSH, 1999). Additionally, it has also been defined as the non-specific negative response of the body in order to meet up with exceeding demands at the work place(Sciences & Terengganu, 2011). Cooper described stressors in the work place in six elementary groups, namely; factors intrinsic to work role, organizational roles, work relationships, career development, organizational factors and home-work interface (Williams & Cooper, 1998). Work stress has been conceptualized with many models. The most widely cited one is Karasek’s job
According to Impact Learning Systems (n.d), the reasons are often that customers realized that the agent does not have the authority or knowledge required to resolve issue or the customer has become angry and the prerequisite to calm the customer down is to speak to someone of higher authority. Hence, in order to improve customer satisfaction, call centre managers need to ensure that their agents are equipped with the knowledge and soft skills necessary to interact and resolve customers’ issue at first
They also revealed that work overload, lack of career opportunities, skill variety and emotional labor are the forecaster for emotional exhaustion and turnover intentions. They also revealed that work overload, lack of career opportunities, skill variety and emotional labor are the forecaster for emotional exhaustion among call center employees. But if job autonomy is high then it is less likely that emotional exhaustion and emotional dissonance will impede job tension among call center employees. In addition it will play a positive role among service workers where they have to deal with the verbally abusive customers (Goussinky, 2012). The role of emotional dissonance is of utmost importance because it is highly significantly associated with the diminishing sense of wellbeing among service workers.
(David, 1998) contributed “it can also be labeled as the destructive substantial and expressive responses that arise when the necessities of the job do not match the capacities, funds, or needs of the workers. Job stress can direct to poor health and even hurt”. Elevated level of stress existed with no administrative apprehension for explanation therefore lowering the employee routine, staking organizational standing and hammering of skillful staff, these situations label for instantaneous apprehension from organization management for employing effective trauma management practices to amplify employee contentment and generally employee performance (Imtiaz & Ahmad, 2009). Work stress can come from a selection of sources and influence people
Engaging is the task that crisis workers need to involve themselves into the preparation of counselling sessions by building a positive relationship with clients. Besides that, crisis workers should find out the expectation consequences from the clients and interpret the way to help clients resolve their problems (James & Gilliland, 2013). Crisis workers need to make sure that the clients are ready for the counselling sessions. Defining the problem by understanding clients’ feelings, behaviours and thoughts is the second task of hybrid model. In this task, listening skills including empathy, genuineness and acceptance are important for crisis workers to find out the problems.
If the employee can handle the intense workload then the employee will feel a sense of achievement which in turn could lead to a promotion or raise which is an example of the benefits of challenge stressors (Webster, Beehr & Christiansen, 2009). The challenge stressor in my situation was the lack of time I had to complete my academic work on the weekends which led to me being motivated to do it during the week and far in advance. Challenge related stressors have been positively related to motivation (Webster, Beehr & Christiansen, 2009). After experiencing the damaging effects of stress such as burnout I realised I could utilize my time and finish my assignments in advance. I would only be motivated do this is the presence of a challenge stressor.