In this article develop a study on stress in the TSR. From knowing what stress is, what types exist and what are its main physical and psychological effects on the person. In a second article, we apply solutions that collect personally to avoid situations that encourage it, or solutions to help ease the pain.
We
from the next base, and know what stress is and what factors are stressors in the activity of teleoperation. To conceptualize the stress, I will use a definition that has broad consensus and may even be considered official.
The definition comes from the Community Partnership Agreement on the stress of 2004 on the European Union a consensual definition of stress for the entire European work and which states:
We
from the next base, and know what stress is and what factors are stressors in the activity of teleoperation. To conceptualize the stress, I will use a definition that has broad consensus and may even be considered official.
The definition comes from the Community Partnership Agreement on the stress of 2004 on the European Union a consensual definition of stress for the entire European work and which states:
"biological process that is identified with an accompanying statement of complaints or physical impairments, psychological or social and that is the result of the inability of individuals to live up to the demands or expectations placed on them. There is a disease, but prolonged exposure to stress, can reduce the effectiveness at work and cause problems health ".
First of all, we must distinguish two types of stress, something that people do not usually clear, but may be essential to know, because we avoid overburdening to situations not particularly serious.
There
positive or EUESTRÉS stress, a situation that originally required a subjective response to a lawsuit demanding external front either subjective or objective, which is perceived that the consequences are potentially positive. For example, if I have to face a big test, I generate a demand effort to approve, but I euforizo \u200b\u200bthinking to pass me free to study the matter, get the title or similar.
On the other side and here comes the problem, there is distress, which is the situation where the effort is perceived as insufficient to take on external demand, resulting in the medium term sobresfuerzo that impact on physical health and / or mental state of a person with numerous negative consequences thereof.
Consistent with this, when talking about the negative health effects of stress, we are talking strictly of distress. Need to be aware that certain stress is necessary for life, it allows us to excel in our relationships or our work.
What are the major stressors on the activity of telemarketer?.
The physical environment of work: inadequate conditions of temperature, humidity, poor posture, lighting and sound are common sources of stress in the profession.
Technostress: continuous adaptation to new procedures, applications, response times or the same computer equipment as well as general little time to adapt, generate a significant overhead that affects the generation of distress.
Client: The customer service positions, especially non-attendance, where all communication is verbal in nature involving a major stressor burden among operators. Each client is different, but there are worlds that are an orchard and other dry, cold and volcanic activity at any time.
Work organization: The teleoperation is affected by quality parameters continuously, productivity, operating time and attention that constrain the adaptive capacity of the human agent. Many people respond mechanized or discarding them or any interest in the job. The majority is not yet depersonalized and do the job, but in many cases this requires an excessive amount of adaptation, which sooner or later, takes its toll. The relationships between subordinates and managers at the condition of especially the stress load and company policies regarding personnel management (job security, reward and punishment systems, etc.).
The work environment: relationships with peers, superiors and inferiors can be an important safety valve of accumulated stress. Or rather, a plug of the road. From my own experience and after talking with many telecom operators, enterprises are not aware of something very positive in the call centers. If you ask someone usually tells you "the best, the partners" . Properly channeled by the companies and with proper training of middle managers (coordinators, supervisors, trainers and human resources), is atajarÃan stress situations that end up passing the cost to the income statement.
adjustments professional development: Not everyone world can rise and charge more. The mechanisms that reward good performance from a telemarketer should be present in all businesses. People do not like to be a number. Fair reward policies, fair and objective to help reduce this stressor.
The situation outside of work: work sometimes helps to escape from a reality outside that which is not good and balanced. Other times it may be an enhancer of stress in and out of work. The worker must seek the necessary balance between these two complementary worlds. It must be remembered that any imbalance in one of the parties, unbalances the whole system.
First of all, we must distinguish two types of stress, something that people do not usually clear, but may be essential to know, because we avoid overburdening to situations not particularly serious.
There
positive or EUESTRÉS stress, a situation that originally required a subjective response to a lawsuit demanding external front either subjective or objective, which is perceived that the consequences are potentially positive. For example, if I have to face a big test, I generate a demand effort to approve, but I euforizo \u200b\u200bthinking to pass me free to study the matter, get the title or similar.
On the other side and here comes the problem, there is distress, which is the situation where the effort is perceived as insufficient to take on external demand, resulting in the medium term sobresfuerzo that impact on physical health and / or mental state of a person with numerous negative consequences thereof.
Consistent with this, when talking about the negative health effects of stress, we are talking strictly of distress. Need to be aware that certain stress is necessary for life, it allows us to excel in our relationships or our work.
What are the major stressors on the activity of telemarketer?.
The physical environment of work: inadequate conditions of temperature, humidity, poor posture, lighting and sound are common sources of stress in the profession.
Technostress: continuous adaptation to new procedures, applications, response times or the same computer equipment as well as general little time to adapt, generate a significant overhead that affects the generation of distress.
Client: The customer service positions, especially non-attendance, where all communication is verbal in nature involving a major stressor burden among operators. Each client is different, but there are worlds that are an orchard and other dry, cold and volcanic activity at any time.
Work organization: The teleoperation is affected by quality parameters continuously, productivity, operating time and attention that constrain the adaptive capacity of the human agent. Many people respond mechanized or discarding them or any interest in the job. The majority is not yet depersonalized and do the job, but in many cases this requires an excessive amount of adaptation, which sooner or later, takes its toll. The relationships between subordinates and managers at the condition of especially the stress load and company policies regarding personnel management (job security, reward and punishment systems, etc.).
The work environment: relationships with peers, superiors and inferiors can be an important safety valve of accumulated stress. Or rather, a plug of the road. From my own experience and after talking with many telecom operators, enterprises are not aware of something very positive in the call centers. If you ask someone usually tells you "the best, the partners" . Properly channeled by the companies and with proper training of middle managers (coordinators, supervisors, trainers and human resources), is atajarÃan stress situations that end up passing the cost to the income statement.
adjustments professional development: Not everyone world can rise and charge more. The mechanisms that reward good performance from a telemarketer should be present in all businesses. People do not like to be a number. Fair reward policies, fair and objective to help reduce this stressor.
The situation outside of work: work sometimes helps to escape from a reality outside that which is not good and balanced. Other times it may be an enhancer of stress in and out of work. The worker must seek the necessary balance between these two complementary worlds. It must be remembered that any imbalance in one of the parties, unbalances the whole system.
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