PRESENTED BY:

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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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WORK & PSYCHOLOGICAL WELL-BEINGLittle 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

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PsychologicalConsequences

PhysiologicalConsequences

BehavioralConsequences

SO HOW DOES WORK AFFECT PSYCHOLOGICAL WELL-BEING?

ASPECTS OF WORK

WORKLOADCONTROLSUPPORTJOB CHARACTERISTICS

ASPECTS OF MENTALHEALTH

MOODEMOTIONSSUBJECTIVE WELL-BEINGCLINICAL 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 the minds of employees (if I do X then I get Y)

“If I work hard I’ll get promoted

by the organization.”

“If I perform well on this assignment I’ll get

a better assignment from the organization

next time

“If I am caught stealing then the

organization will fire me.”

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THE EXCHANGEEmployeeEmployeeGivesGives

EmployerEmployerGivesGives

EffortSkills

FlexibilityCreativity

Etc

PayTrainingRespect

PromotionEtc

Promotion

Training Skills

Effort

Can be very general:

Or much more specific:

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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 effortWithdrawal of pro-social behaviourIntention to quit

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HENCE…..

Work and psychological well-being are both about relationships between:Employee and organizationLine manager and employeeEmployees

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 ADJUSTMENTPOSITIVE 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 MALADJUSTMENTNEGATIVE 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.

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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

 

Absence of Trust--Invulnerability

Fear of Conflict—Artificial Harmony

Lack of Commitment--Ambiguity

Avoidance of Accountability—Low Standards

Inattention to results—Status and Ego

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TRUST IS…Willingness to admit weaknesses and

mistakesAsk for helpAccept questions and input about their

areas of responsibilityGive one another benefit of doubt before

arriving at conclusionTake risksFocus time and energy on important

issues, not politicsLook forward to meetings as

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CONFLICTImperative 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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COMMITMENTClarity around directions and prioritiesAlignment of entire team around

common objectivesDeveloping an ability to learn from

mistakesTaking advantage of opportunities

before competitors doMoving forward without hesitationChanging 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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RESULTSThis 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 HEALTH04/08/23 10:32 24

NATURE OF WORK & ITS EFFECT ON WELL BEING

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

 

WORK NATURE…

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NATURE OF WORK & ITS 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

EFFECT ON WELL BEING…

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WORK PLACE HAZARDSWork Hazard Risks Prevent

Doctors NeedlesPM's

HepBStrepInfec

TrainImmunize

Nurses NeedlesResuscitat.

HepB/HIVMeningitis

TrainImmunize

Miners Dusts COAD/Silicosis

Sprays,Extractors

FoodWorkers

Hygiene FoodPoisoning

TrainSupervise

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WORK PLACE HAZARDSWork Hazard Risks Prevention

Army

SexWorker

Bar man

PostalWorkers

AccidentWoundSeparationViolencePregnancyVDAlcohol2nd.smokeInjuryInfection

Injury

VDInjuryAbortionHIV/HepCirrhosisCOADDog bitesAnthrax

Train1st.AIDCondomsContraceptCondomsImmunise.EducateVentilateTrainImmunise

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COPING STRATEGIES FOR EMPLOYEES

Emotion-focusedExerciseMeditationSocial SupportClinical

Counseling

Problem-focusedTime

ManagementMentoringRole

Negotiation

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NON-FUNCTIONAL COPING STRATEGIES FOR

Eating

Drinking

Taking drugs

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COPING STRATEGIES FOR ORGANIZATIONS

Problem- focused Job redesignJob rotationReduction of

uncertaintyJob securityCompany day careFlextime/ job sharingTelecommuting

Emotion-focusedOn-site exercise facilities

Organizational support

Employee assistance programs

Personal days/ Sabbaticals

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JOBS & OUTCOMES

Core jobcharacteristics

Criticalpsychological states

Outcomes

Skill varietyTask identityTask significance

Experiencedmeaningfulness of work

Autonomy

Feedbackfrom job

Experiencedresponsibility

Knowledge of actual results

Moderators

High motivation

High satisfaction

High workeffectiveness

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LEADING PRACTICES FOR WELL BEING

Design, organize, and manage work and jobs to promote cooperation, initiative, empowerment, innovation, and organizational culture

Promote teamwork and skill sharing across work units and locations

Empower individuals and teams to make decisions that affect quality and customer satisfaction

Develop effective performance management systems, compensation, and reward and recognition approaches

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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 STRESSHONEYMOON STAGEFULL THROTTLE STAGECHRONIC SYMPTOMS STAGE

CRISIS STAGEHITTING THE WALL STAGE

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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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Intellectual Symptoms: Emotional Symptoms:

Memory problems.

Difficulty making

decisions.

Inability to concentrate.

Confusion.

Seeing only the negative.

Repetitive or racing

thoughts. 

Poor judgment.

Loss of objectivity.

Desire to escape or run

away.

Moody and hypersensitive.

Restlessness and anxiety.

Depression.

Anger and resentment.

Easily irritated and “on edge”.

Sense of being overwhelmed.

Lack of confidence.

Apathy.

Urge to laugh or cry at inappropriate times.

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SIGNS OF STRESS:

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Physical Symptoms Behavioural Symptoms:

Headaches.

Digestive problems.

Muscle tension and pain.

Sleep disturbances.

Fatigue.

Chest pain, irregular

heartbeat.

High blood pressure.

Weight gain or loss.

Asthma or shortness of

breath.

Skin problems.

Decreased sex drive.

Eating more or less.

Sleeping too much or too little.

Isolating yourself from others.

Neglecting your responsibilities.

Increasing alcohol and drug use.

Nervous habits (e.g. nail biting, pacing).

Teeth grinding or jaw clenching.

Overdoing activities such as exercising or

shopping.

Losing your temper.

Overreacting to unexpected problems

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

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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 experience.Lack of family and social interactions is one of

the major concerns for the employees which needs to be dealt by the BPO companies.

The companies presently provide the best of available security but with the industry growing rapidly there is a need to maintain the same standards if we don't want this need to be a cause of attrition.

BPO sector has lead to exorbitant rise in salaries. Hence even after the high entry salary, the industry workforce look forward to opportunities for making easy money.

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Age Group

Needs 18-2223-27 28-3535-45>45

Physiological Needs Yes No No No No

Safety Needs No Yes Yes No Yes

Social Needs No No Yes Yes No

Esteem NeedsNo No Yes Yes NoSelf-Actualization Nesds No No No No Yes

“WORLD PEACE WILL NEVER BE STABLE UNTIL

ENOUGH OF US FIND INNER PEACE TO

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