A Study on Stress Among Employees Working in BPOs with Special Reference to Coimbatore N Kathirvel* Since the BPO industry is dependent on knowledge workers, they may be considered as the ‘raw material’ of the industry. Hence, any dilution in the quality of the workforce will result in many operational hitches in the industry. While there are several problems that affect the workforce in the BPO industry, stress has emerged as the most significant problem, causing the employees to underperform and thereby leading to productivity loss. This study takes a close look at the stress related issues facing the employees working in various BPO companies and analyzes the factors responsible for the same. Introduction The Indian IT industry has been steering the growth of the Indian economy in the past one decade unlike any other industry by generating jobs, pushing up exports, increasing FDI, creating wealth, thereby bolstering the forex reserves and also other umpteen visible and invisible ways. This sterling performance of the IT industry was largely on account of its human resources. It is a people- centric industry, where human resources are great strategic advantage to IT companies. The tremendous growth of the IT industry is propelled by the easy availability of competent English knowing professionals with computing knowledge at a relatively low cost due to massive unemployment in the country. Literature Review Stress is the reaction that people take due to excessive pressure or other types of demand placed on them. It arises when they worry that they cannot cope. Stress is a demand made upon the adaptive capacities of the mind and body. According to Selye (1996), stress is a scientific concept which has suffered the mixed blessing of being too well-known and too little understood. According to The Oxford Dictionary (2003), stress is strain, especially worry and nervous tension. According to Pollock (1998), stress is something which is not naturally occurring but is a manufactured concept which has now become a social fact. Strenberg (2000) opines a person's * Associate Professor, Department of Management, Karpagam University, Coimbatore 641021, India. E-mail: pnk70_samy@yahoo.co.in © 2009 The Icfai University Press. All Rights Reserved.response to the presence of something in the environment that causes him to feel challenged in some way called stress. Mclann and Peariman (1999) have found that stress of IT professionals can result in revictimization of individuals who often have limited environments in which telling their story is safe and acceptable. Cordes and Doherty (1998) found that healthcare workers who have frequent intense or emotionally changed interactions with others are more prone to burnout. It is found that most popular approaches for reducing stress in the workplace were educational and consultation programs for each individual worker. Statement of the Problem Call center (BPO) is one of the most useful scientific developments in the modern world. Many professionals are working in this field. This field needs more concentration, sharpness and intelligence. The work load may be more in this field compared to other fields, because more mental energy is needed to work as it deals with manipulating and processing of data. Recently many suicides have occurred in this field. The stress they face during the working hours may cause problems in their family and work. Compared to men, women are vulnerable to emotions and feeling. The lengthy working hours, stereotyped work and fatigue they face may lead to negative consequences. The employees have to use mind relentlessly. The long working hours, nature of job, level of income, family circumstances and such other variables create problems for people in BPOs. Hence, the researcher attempts to probe into the manifestation of problems faced by the respondents working in BPOs. Objectives The following are the objectives of this study: * To study the socio-demographic factors of the respondents; * To study the relationship between educational qualification and monthly income of the respondents in BPOs; * To study the relationship between marital status and level of stress among the respondents working in BPOs; and * To contribute valuable suggestions to improve the conditions of the respondents working in BPOs. Methodology The research design chosen is descriptive as the study reveals the existing facts. Descriptive research is the study which describes the characteristics of a particular individual, or a group. This study is about selected variables of stress. It is also not concerned with specific predictions, with narration of facts and characteristics relating to an individual, a group or a situation. A Study on Stress Among Employees Working 29 In BPOs with Special Reference to CoimbatoreThis study is based on the BPOs in Coimbatore city. The research concentrated on ten BPOs comprising 500 people and the researcher collected 100 samples. The researcher used convenience sampling for the study. The questionnaire was circulated among the respondents of BPOs of 10 various companies. The researcher prepared a questionnaire using Job Stress Scale for data collection for this study. The questionnaire, which included questions on personal profile, problems faced by the BPO employees, employment, stress and job satisfaction. Primary data were collected through the questionnaire directly from the respondents and the secondary data were collected from books, journals and the Internet. Results and Analysis The researcher used a questionnaire for collecting the data, which were transferred to simple table. Then data were tabulated and analyzed. The researcher used simple tables for the analysis, chi-square test, ANOVA and correlation. From Table 1, it is evident that majority (70%) of the respondents were in 20- 25 age category and the remaining 30% of the respondents were in the 26-30 age group. Table 2 presents that both Hindus and Christians share an equal percentage, i.e., 48%, and Muslims share only 4%. Table 1: Age of the Respondents S.No. Age Frequency Percentage ib 20-25 70 70 2. 26-30 30 30 Total 100 100 Table 2: Religion of the Respondents S. No. Religion Frequency Percentage a Christian 48 48 2. Hindu 48 48 3. ‘Muslim 4 4 Total 100 100 From Table 3 it is clear that more than half (52%) of the respondents were married and the remaining 48% of the respondents were unmarried. Table 3: Marital Status of the Respondents S. No. Marital Status Frequency Percentage ou Married 48 48 2. Unmarried 52 52 Total 100 100 30 The IUP Journal of Management Research, Vol. VIII, No. 11, 2009From Table 4 it is clear that most (62%) of the respondents belong nuclear family and the remaining 38% of the respondents belong to joint family. Table 4: Type of Family of the Respondents S.No. Type of Family Frequency Percentage 1. Nuclear 62 62 2. Joint 38 38 Total 100 100 From Table 5 it is clear that majority (74%) of the respondents were undergraduates while 14% of the respondents were postgraduates and the remaining 12% of the respondents completed pre-degree. Table 5: Educational Qualification of the Respondents S.No. | Educational Qualification| Frequency Percentage r Postgraduation 14 14 2. Pre-Degree 12 12 cS Undergraduation 74 74 Total 100 100 Table 6 shows that more than half (58%) of the respondents were data entry operators while 30% of the respondents were computer operators whereas 6% of the respondents were working in networking department and the remaining 6% of the respondents were working in transaction processing. Table 6: Designation of the Respondents S.No. Designation Frequency Percentage 1. Data Entry Job 58 58 2. Computer Operator 30 30 3. Networking 6 6 4. Transaction Processing 6 6 Total 100 100 Table 7 shows that most (68%) of the respondents had monthly income below Rs. 5,000 while 24% of the respondents had Rs. 5,001-10,000, 6% of the respondents had Rs. 10,001-15000 and the remaining 2% of the respondents had above Rs. 15,001. of monthly income. Table 8 confirms that 24% of the respondents rarely took occasional break from their job while 20% of the respondents agreed, 20% of the respondents disagreed, 22% strongly agreed and the rest 14% of the respondents strongly disagreed. Table 9 states that 36% of the respondents strongly disagreed that they do not have authority to do their job, 36% of the respondents strongly disagreed, ‘A Study on Stress Among Employees Working 31 in BPOs with Special Reference to CoimbatoreTable 7: Monthly Income of the Respondents 'S. No. Monthly Income Frequency Percentage a Below Rs. 5,000 68 68 2. 5,001-10,000 24 24 3. 10,001-15,000 6 6 4. Above 15,001 2 2 Total 100 100 Table 8: Respondents’ Opinion About Taking Occasional Break from Their Job S.No. Opinion Frequency Percentage 1. Strongly Agree 22 22 2. Agree 20 20 3. Rarely 24 24 4. Disagree 20 20 5. Strongly Disagree = 14 Total 100 100 Table 9: Respondents Opinion About Authority to do Their Work Well S.No. Opinion Frequency Percentage . Strongly Agree 20 20 a 2 Agree 24 24 3. Rarely 36 36 4. Disagree 8 8 5. Strongly Disagree 36 36 Total 100 100 24% of the respondents agreed, 20% of the respondents strongly agreed and the remaining 8% of the respondents disagreed that they do not have authority to do their job well. Table 10 shows that 34% of the respondents rarely disagreed that they feel discomfort to work during night shifts, 24% agreed, 16% rarely agreed, 14% of the respondents strongly disagreed and the remaining 12% strongly agreed to the same. Table 11 shows that 32% of the respondents rarely agreed that they are standstill in their career, 28% strongly agreed, 20% of the respondents strongly disagreed, 12% of the respondents agreed and the remaining 8% of the respondents disagreed about the same. 32 The IUP Journal of Management Research, Vol. VIII, No. 11, 2009Table 10: Opinion of the Respondents to be on Night Shifts S.No. Opinion Frequency Percentage c Strongly Agree 12 12 2. Agree 24 24 3. Rarely 16 16 4. Disagree 34 34 5. Strongly Disagree 14 1s Total 100 100 Table 11: Respondents' Opinion About Their Career S.No. Opinion Frequency Percentage 1. Strongly Agree 28 28 2 ‘Agree 12 12 3. Rarely 32 32 4. Disagree 8 8 5. Strongly Disagree 20 20 Total 100 100 Table 12 shows that 28% of the respondents strongly agreed that their jobs are too difficult, 28% of the respondents agreed that their job as too difficult, 24% of the respondents disagreed, 16% of the respondents rarely agreed and the remaining 4% of the respondents strongly disagreed that their jobs were too difficult to accomplish. Table 12: Respondents Opinion About Their Job as Too Difficult S.No. Opinion Frequency Percentage ay Strongly Agree 28 28 2 Agree 28 28 3. Rarely 16 16 4. Disagree 24 24 5. Strongly Disagree 4 4 Total 100 100 Table 13 exhibits that nearly than half (48%) of the respondents strongly agreed that their job are monotonous, whereas 22% of the respondents rarely agreed the same, 20% of the respondents disagreed, 8% agreed and the remaining 2% of the respondents strongly disagreed to the same. It is evident from Table 14 that 36% of the respondents strongly agreed that they themselves are responsible for changing many jobs, 30% of the respondents A Study on Stress Among Employees Working 33 in BPOs with Special Reference to CoimbatoreTable 13: Respondents’ Feelings Towards Their Job are Too Monotonous S.No. Opinion Frequency Percentage 1 Strongly Agree 48 48 2. ‘Agree 8 8 3. Rarely 22 22 4. Disagree 20 20 5. Strongly Disagree 2 2 Total 100 100 Table 14: Respondents Admit that They Change Too Many Jobs on Their Own S.No. Opinion Frequency Percentage i Strongly Agree 36 36 2. ‘Agree 20 20 a Rarely 30 30 4. Disagree 10 10 5. Strongly Disagree 4 4 Total 100 200 rarely agreed, 20% of them agreed while 10% disagreed and the remaining 4% of the respondents strongly disagreed. From Table 15, it is clear that 26% of the respondents strongly agreed that their job forces to finish the work on time, while 24% disagreed, 22% of the respondents agreed, while 16% disagreed and the rest 12% of the respondents rarely agreed to the same. Table 16 shows that 34% of the respondents rarely agreed that their job involves pressure and constant deadlines while 24% of the respondents strongly agreed, 18% of the respondents agreed while 12% of the respondents disagreed and the Table 15: Respondents’ Opinion that Their Job Forces to Finish the Work on Time S.No. Opinion Frequency Percentage 1 Strongly Agree 26 26 2: Agree 22 22 a Rarely 12 12 4. Disagree 24 24 5. Strongly Disagree 16 16 Total 100 100 34 The IUP Journal of Management Research, Vol. VIII, No. 11, 2009Table 16: Respondents’ Opinion that Their Job Involves Pressure and Fixed Deadlines S.No. Opinion Frequency Percentage i Strongly Agree 24 24 2. ‘Agree 18 18 S Rarely 34 34 4. Disagree 12 12 5. Strongly Disagree 12 12 Total 100 100 remaining 12% of the respondents strongly disagreed that their job involves pressure and fixed deadlines. Chi-Square Test H,! Null Hypothesis—There is no significant relationship between educational qualification of the respondents and monthly income of the respondents. H,: Alternative Hypothesis—There is a significant relationship between educational qualification and monthly income of the respondents (Table 17). Table 17: Relationship Between Educational Qualification and Monthly Income of the Respondents Monthly Income Educational Qualification [Rs 19,001 | Rs. 15,001 | Above | Below -15,000 | -10,000 | Rs. 15001/Rs. 5,000] Total Pre-Degree Count 0 0 0 12 12.0 Expected Count 0.7 29 | 02 8.2 12.0 Postgraduation | Count 2.0 20 | 0 10.0 14.0 Expected Count 0.8 34 | 03 9.5 14.0 Undergraduation | Count 4.0 22.0 | 2.0 46.0 74.0 Expected Count 44 178 | 15 50.3 74.0 Total Count 6.0 24.0 | 20 |68.0 | 100.0 Expected Count} 6.0 240 6 | 2.0 |68.0 | 100.0 The result of the chi-square test reveals that the calculated chi-square value is less than the table chi-square value at 5% level of significance and, therefore, the relationship between educational qualification of the respondents and monthly income of the respondents is not significant (Table 18). The relationship between educational qualification and monthly income of the respondents does not hold good. Thus the null hypothesis is accepted. A Study on Stress Among Employees Working 35 in BPOs with Special Reference to CoimbatoreTable 18: F Table Values Calculated Value | Table Value | Degrees of Freedom | Significant Level 9.713 12.51 6 5% H,: Null Hypothesis: There is no significant relationship between marital status of the respondents and taking decision on respondents’ career to satisfy their expectations. H,: Alternative Hypothesis: There is a significant relationship between marital status of the respondents and taking decision on respondents’ career to satisfy their expectations (Table 19). Table 19: Relationship Between Marital Status of the Respondents and Taking Decision Regarding Their Career to Satisfy Their Expectations Opinion Marital Status Strongly | Agree|Rarely| Disagree! Strongly} Total Agree Married | Count 26.0 | 10.0 | 80 { 20 20 | 48.0 Expected Count 22.1 10.6 8.6 3.8 2.9 48.0 Unmarried} Count 20.0 12.0 10.0 6.0 4.0 52.0 Expected Count 23.9 11.4 9.4 4.2 3.1 52.0 Total Count 46.0 22.0 | 18.0 8.0 6.0 100.0 Expected Count 46.0 22.0 | 18.0 8.0 6.0 100.0 The result of the chi-square test reveals that the calculated chi-square value is Jess than the table chi-square value at 5% level of significance. Therefore, the relationship between marital status of the respondents and taking decision on respondent's career to satisfy their expectations is not significant (Table 20). Thus, the relationship between marital status of the respondents and taking decision on respondent's career to satisfy their expectations does not hold good. Thus the null hypothesis is accepted. Table 20: F Table Value Calculated Value | Table Value | Degrees of Freedom | Significant Level 3.699 9.488 4 5% The calculated ‘F’ Value 5.993 is less than the table value 1.65 at 0.05 level of significance for degrees of freedom (3.99) (Table 21). Hence the null hypothesis is rejected. Thus, there is no significant difference in monthly income of the respondents and the opinion about their work area. 36 The IUP Journal of Management Research, Vol, VIII, No. 11, 2009Table 21: Monthly Income of the Respondents and Their Opinion About the Work Area Particulars Sum of Squares |_df | Mean Square F Sig. Between Groups 16.684 3 5.561 5.993 0.001 Within Groups 89.076 96 0.928 = = Total 105.760 99 - - - The calculated ‘F’ Value 3.003 is less than the table value 1.65 at 0.05 level of significance for degrees of freedom (4.95) (Table 22). Hence the null hypothesis is rejected. Thus, there is no significant difference in monthly income of the respondents and acceptance of the respondents about themselves responsible for changing many jobs. Tables 22: Monthly Income of the Respondents and Acceptance of Changing Many Jobs Themselves Particulars Sum of Squares | df | Mean Square F Sig. Between Groups 11.871 4 2.968 3.003 0.022 Within Groups 93.889 95 0.988 - - Total 1,05.760 99 = - - Findings * It Is clear that majority (70%) of the respondents were in the age group of 20-25 years. * More than half (52%) of the respondents were married. * Most (62%) of the respondents were nuclear. * Majority (74%) of the respondents were undergraduates. * More than half (58%) of the respondents were data entry operators. * Most (68%) of the respondents were having salary below Rs. 5,000. * Most (60%) of the respondents were residing in urban area. * Most (66%) of the respondents strongly agreed that their objective of the job was not clear. * 40% of the respondents disagreed that their job is boring. * 36% of the respondents rarely agreed that they are not sure about their job objectives. * Half (50%) of the respondents strongly agreed that their work is too hard. * 38% of the respondents agreed that their work is a never ending process. A Study on Stress Among Employees Working 37 in BPOs with Special Reference to Coimbatore28% of the respondents rarely agreed that they feel depressed about their working environment. More than half (50%) of the respondents rarely agreed that they do many unnecessary works. Nearly half (46%) of the respondents strongly agreed that they take career decision on their own to satisfy their expectations. 46% of the respondents strongly agreed that they feel they should change their present job and 22% rarely agreed with the same. As high as 32% each of the respondents strongly disagreed and rarely agreed that their job is too easy to accomplish. 30% of the respondents strongly agree that they were independent and can obtain enough opportunity in their present job. 38% of the respondents strongly agreed that they were having good chance to get ahead in their life and to become likely well in their present profession. 28% of the respondents strongly agreed that their job was too difficult, another 28% of the respondents agreed that their job is too difficult. Nearly half (48%) of the respondents strongly agreed that their jobs were monotonous. It is evident from the above table that 36% of the respondents strongly agreed that they themselves were responsible for changing many jobs. 26% of the respondents strongly agreed that their job forces them to finish it on time. As high as 34% of the respondents rarely agreed that their job involved pressure and fixed deadlines. 32% of the respondents strongly agreed that their work area was very stuffy and smelly. 24% of the respondents rarely agreed that they hardly have time to take an occasional break from their job. 36% of the respondents strongly disagreed that they do not have authority to do their job well. 34% of the respondents rarely disagreed that they feel discomfort to work during night shifts. 32% of the respondents rarely agreed that they are standstill in their career, 38 The IUP Journal of Management Research, Vol. VIII, No. 11, 2009Suggestions * Talking and hearing throughout the day may result in deafness in future to the respondents, Management should take this matter seriously to protect the employees' welfare and provide some other alternative techniques to overcome this current problem. * Twelve-hour shift shall be changed to eight hours to facilitate the employees. * Understand and solve their problems through proper counseling and guidance through awareness programs. * Active promotion and positive relation among co-workers and supervisory class is a must. * A formal and informal, vertical and horizontal communication channel is required for the relaxation of the employees. ‘* More importance to recreational activities by conducting outing and mind- refreshing sessions, organizing workshops and discussions are essential to enable the employees to get more acquaintance related to their nature of job. * Management should consider the women jobholders and avoid night- shift duties. * Grievances should be redressed then and there to keep the employer and employee relationship intact. * Relaxation techniques like yoga and meditation should be arranged by the organization. Conclusion Science and technology are advancing day-by-day in the society. Today's society is accepting all these changes. These changes cause different problems in the society. The researcher conducted a study on stress among employees in IT enabled (BPO and call centers) service (ITES) sector. In this competitive field, they are facing a lot of stress. This study came out with certain findings and few suggestions based on that. The researcher found that nearly half of the respondents were having problems working in the ITES sector. This can be avoided through counseling, recreational activities and relaxation techniques. Most of the respondents did not have any problem at all. This is a positive result obtained from the respondents. The ITES sector is considered as an emerging field, but the problems of employees are affecting their health and prospects. So a conflicts of any kind should be eliminated. ‘A Study on Stress Among Employees Working 39 in BPOs with Special Reference to CoimbatoreSome of the respondents revealed biased facts due to the fear that their employment status will be affected. Since the time is limited, the researcher had to limit the sample size to 100. The study was performed among the respondents working in BPOs who are always busy in their work. It was very difficult for the researcher to meet them at their convenient time. HR managers in some of the BPOs denied permission to collect the data from the respondents. = Bibliography 1. Blum M Land Naylor J C (1984), Industrial Psychology: Its Theoretical and Social Foundations’, CBS Publishers and Distributors, Delhi. 2. Jayakumar P (2000), Job Satisfaction, Job Stress and Quality of Life of IT Employees, Coimbatore (not published). 3. Kelly (1997), Issue Theory and Research in Industrial and Organizational Psychology, pp. 313-319, Elsevier BV, North Holland. 4. Kenneth C London, Carol Guerico Traver and Jane Price London (1994), Information. Technology and Society, Wadsworth Publishing Company, New York. 5. Pesfanjee and Singh (1983), Information Technology, Opportunities and Challenges, Kalpaz Publications, Delhi. 6. Sarson Irwin G (2002), Abnormal Psychology: The Problem of Maladaptive Behavior, pp. 220-240, Prenticle-Hall of India, New Delhi. 7. Sathyanarayana R (1996), Information Technology and Its Facts, Manak Publication Pvt. Ltd., pp. 95-102, New Delhi. 8. Vital N and Mahalingam S (2001), Information Technology: India’s Tomorrow, Manas Publications, New Delhi. 9. www.cio.com; www.cioljobs.com; and www.computing.co.uk 10. www.computerweekly.com 11. www.computerworld.com 12. www.dfmag.com 13. www.lucent.com; www.att.com; and www. businessweek.com 14. www.vnunet.com 40 The IUP Journal of Management Research, Vol. VIII, No. 11, 2009Appendix Questionnaire Socio-Demographic Factors 1. Name 2. Age : (a) 20-25 (b) 26-30 (©) 31-40 (d) 41-50 3. Religion : (a) Christian (b) Hindu (c) Muslim 4, Marital Status : (a) Married (b) Unmarried 5. Type of Family : Nuclear/joint 6. Education Qualification : Pre-degree/UG/PG 7. Designation : (a) Data entry Job (b) Computer operator (©) Networking 8. Monthly Income : (a) Below 5000 (c) 10001-15000 9. Place of Residence Stress of Working People in BPO’s You have to tick any one against each answer which is described as Strongly Agree, Agree, Rarely, Disagree, Strongly Disagree in accordance with your range of agreement or disagreement of the statement given. 1. My job objectives are unclear to me O strongly Agree O Agree D rarely O Disagree C Strongly Disagree 2. My job is boring O Strongly Agree O agree O Rarely O Disagree O Strongly Disagree 3. Iam not sure what is expected of me O Strongly Agree O Agree O Rarely C1 Disagree O strongly Disagree (d) Transaction process (b) 5001-10,000 (d) Above 15001 ‘A Study on Stress Among Employees Working in BPOs with Special Reference to Coimbatore 41Appendix (Cont.) 10. ke ere I feel, I am working too difficult O Strongly Agree O agree OO Rarely O Disagree C Strongly Disagree Each day of work appears as though it will never end O Strongly Agree O Agree C Rarely O Disagree O strongly Disagree I am depressed by my working environment O Strongly Agree O Agree O Rarely O Disagree O Strongly Disagree I work on many unnecessary job activities O Strongly Agree O Agree O Rarely O Disagree OD Strongly Disagree I must take decisions on my career, so that it satisfies my expectations O strongly Agree O Agree C Rarely O Disagree O strongly Disagree I feel that I should charge my present job O Strongly Agree O agree O Rarely O Disagree O Strongly Disagree My job is too easy O strongly Agree O Agree O Rarely O Disagree O strongly Disagree T have enough opportunity for independent thought and action in my job O Strongly Agree OC Agree O Rarely O Disagree O strongly Disagree I have good chance to get ahead in my life and to become likely well in the present profession O strongly Agree OC agree CO Rarely O Disagree © Strongly Disagree 42 The IUP Journal of Management Research, Vol. VIII, No. 11, 2009Appendix (Cont.) 13. My job is too difficult O Strongly Agree O Agree O Rarely O Disagree O Strongly Disagree 14, My job is too routine O strongly Agree O Agree D rarely O Disagree D Strongly Disagree 15, Iam responsible of too many jobs O strongly Agree O agree O Rarely O Disagree C strongly Disagree 16. My job pushes me hard to finish on time C strongly Agree O Agree C Rarely O Disagree O strongly Disagree 17. My job involves pressure constant deadlines O Strongly Agree OC Agree OO Rarely O Disagree O Strongly Disagree 18. My work area is very staff or smelly C Strongly Agree O Agree O Rarely O Disagree O strongly Disagree 19. I don’t have time to take an occasional break from the job O Strongly Agree 0 Agree O Rarely O bDisagree O strongly Disagree 20. I do not have authority to do my job well. O Strongly Agree O agree O Rarely O Disagree G Strongly Disagree 21. I feel discomfort to work during night shifts O strongly Agree O Agree O Rarely O Disagree O strongly Disagree A Study on Stress Among Employees Working in BPOs with Special Reference to Coimbatore 43Appendix (Cont.) 22. 23. 24. 25. 26. — 28. ole a I am of stand still in my career C strongly Agree O Agree O Rarely O bDisagree O strongly Disagree I have enough opportunities to advance in this organization © strongly Agree O agree C Rarely O Disagree O strongly Disagree I think that the communication channel is very poor in my working place O strongly Agree O Agree O Rarely O Disagree O strongly Disagree I am responsible for helping others by solving their problems O Strongly Agree O Agree O rarely O Disagree O strongly Disagree I feel that I am not rightly accepted by my co-workers O strongly Agree O Agree C0 Rarely 0 Disagree O Strongly Disagree I receive conflicting request from two or more people C strongly Agree O agree C Rarely O Disagree CO strongly Disagree I find it difficult to delegate work to someone else while I get busy C1 strongly Agree O agree OD Rarely O Disagree O strongly Disagree I have job activities that are accepted by one person and not by others O Strongly Agree O01 Agree O Rarely O Disagree O strongly Disagree I am responsible for people O Strongly Agree O Agree O Rarely O Disagree O Strongly Disagree Reference # 02]-2009-11-03-01 44 The IUP Journal of Management Research, Vol. VIII, No. 11, 2009