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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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.”

“If I perform well on “If I am caught

this assignment I’ll get stealing then the
a better assignment organization
from the organization will fire me.”
next time
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 THE EXCHANGE
Employer Employee
Gives Gives
Pay Effort
Training Skills
Respect Flexibility
Can be very
Promotion Creativity
general:
Etc Etc

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.
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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

  Inattention to results—
Status and Ego

Avoidance of Accountability
—Low Standards

Lack of Commitment--
Ambiguity

Fear of Conflict—Artificial Harmony

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

Doctors Needles HepB Train

PM's StrepInfec Immunize
Nurses Needles HepB/HIV Train
Resuscitat. Meningitis Immunize
Miners Dusts COAD Sprays,
/Silicosis Extractors
Food Hygiene Food Train
Workers Poisoning Supervise
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WORK PLACE HAZARDS
Work Hazard Risks Prevention

Army Accident Injury Train

Wound 1st.AID
Separation VD Condoms
Sex Violence Injury Contracept
Worker Pregnancy Abortion Condoms
VD HIV/Hep Immunise.
Bar man Alcohol Cirrhosis Educate
2nd.smoke COAD Ventilate
Postal Injury Dog bites Train
Workers Infection Anthrax Immunise

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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

Skill variety Experienced High

Task identity meaningfulnessmotivation
Task significance of work
Experienced
Autonomy responsibility High
satisfaction
Feedback Knowledge of
from job actual results
High work
Moderators effectiveness
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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 STRESS
HONEYMOON STAGE
FULL THROTTLE STAGE
CHRONIC SYMPTOMS
STAGE
CRISIS STAGE
HITTING 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:
• 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.
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SIGNS OF STRESS:
Emotional Symptoms:
• 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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 Physical 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.
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Behavioural Symptoms:
• 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
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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
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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
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.

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
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 23-Age Group
Needs 18-22 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 Needs No No Yes Yes No
Self-
Actualization
Nesds No No No No Yes
 “WORLD PEACE WILL
NEVER BE STABLE UNTIL
ENOUGH OF US FIND
INNER PEACE TO
STABILIZE IT”
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