Work Psychology (Psychological Adjustments at IT/BPO sector)
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Transcript of Work Psychology (Psychological Adjustments at IT/BPO sector)
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
opportunities to work with team04/08/23 10:32 19
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
STABILIZE IT”04/08/23 10:32 45
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