Chapter 4

Chapter 4

Workplace Stress

Canadian OB 7e: McShane/Steen 1 © 2009 The McGraw-Hill Companies, Inc. All rights reserved

http://www.youtube.com/watch?v=9JbWInqfKLk

Job Satisfaction

A person's evaluation of his or her job and work context

A collection of attitudes about specific facets of the job

LoyaltyLoyalty

VoiceVoice

ExitExit

NeglectNeglect

• Leaving the situation• Quitting, transferring

• Changing the situation• Problem solving, complaining

• Patiently waiting for the situation to improve

• Reducing work effort/quality• Increasing absenteeism

EVLN: Responses to Dissatisfaction

Job Satisfaction and Performance

Happy workers are somewhat more productive workers, but:

1. General attitude is a poor predictor of specific behaviours

2. Job performance affects satisfaction only when rewarded

3. Effect on performance strongest in complex jobs because of greater employee influence on job performance (e.g. limited in assembly lines)

Job Satisfaction and Customers

Job satisfaction affects mood, leading to positive behaviours toward customers

Less employee turnover, resulting in more consistent and familiar service

Organizational Commitment

Affective commitment• Emotional attachment to, identification with, and

involvement in an organization

Continuance commitment• Belief that staying with the organization serves your

personal interests

Building Organizational Commitment

Justice and support• Apply humanitarian values

Shared values• Values congruence

Trust• Employees trust org leaders

Organizational comprehension• Know firm’s past/present/future

Employee involvement

What is Stress?

An adaptive response to a situation that is perceived as challenging or threatening to the person’s well-being

A complex emotion that prepares us for fight or flight

Eustress vs. distress

Stress Test

http://www.bhs.umn.

edu/topics/stressmgmt/

stresstest.htm

BehavioralBehavioral

PsychologicPsychologicalal

Work performance, accidents, absenteeism, aggression, poor decisions

Dissatisfaction, moodiness, depression, emotional fatigue

PhysiologicPhysiologicalal

Cardiovascular disease, hypertension, headaches

Consequences of Distress

CynicismCynicism

Reduced Personal Reduced Personal AccomplishmentAccomplishment

Physiological,Physiological,

psychological,psychological,

and behaviouraland behavioural

consequencesconsequences

EmotionalEmotionalExhaustionExhaustion

Interpersonal andRole-Related Stressors

Job Burnout Process

What are Stressors?

Stressors are the causes of stress -- any environmental condition that places a physical or emotional demand on the person.

Some common workplace stressors include:• Harassment an incivility• Work overload• Low task control

Psychological Harassment

Repeated and hostile or unwanted conduct, verbal comments, actions or gestures, that affect an employee's dignity or psychological or physical integrity and that result in a harmful work environment for the employee.

Sexual Harassment

Unwelcome conduct -- detrimental effect on work environment or job performance

Quid pro quo• employment or job performance is conditional on

unwanted sexual relations

Hostile work environment• an intimidating, hostile, or offensive working

environment

Work Overload and Task Control Stressors

Work Overload Stressor• Working more hours, more intensely

than one can cope• Affected by globalization, consumerism,

ideal worker norm

Task Control Stressor• Due to lack control over how and when tasks are

performed• Stress increases with responsibility

© Photodisc. With permission.

Individual Differences in Stress

Different threshold levels of resistance to stressor

Use different stress coping strategies

Resilience to stress• Due to personality and

coping strategies Workaholism

• Highly involved in work• Inner pressure to work• Low enjoyment of work

Managing Work-Related Stress

Remove the stressor• Minimize/remove stressors

Withdraw from the stressor• Vacation, rest breaks

Change stress perceptions• Positive self-concept, humor

Control stress consequences• Healthy lifestyle, fitness, wellness

Receive social support

Exercise – Stage Fright

Designed to help you diagnose a common stressful situation and determine how stress management practices apply in this situation.

Canadian OB 7e: McShane/Steen

© 2009 The McGraw-Hill Companies, Inc. All rights reserved

19

STAGE FRIGHT

- including the fear of public speaking – is one of the most stressful experiences many people have in everyday life. According to some estimates, nearly three quarters of us frequently get stage fright. Based on your personal experiences of your team members, your team is asked to identify the symptoms of stage fright and to determine specific stress management activities that effectively combat stage fright.

Canadian OB 7e: McShane/Steen

© 2009 The McGraw-Hill Companies, Inc. All rights reserved

20

Instructions

Step 1: In team of 4 – 6 Step 2: Identify the symptoms of stage fright using the three categories:

physiological, psychological and behavioural. (provide examples) Step 3: Identify strategies people could or have applied to minimize stage

fright. (Refer to 5 categories in text) Step 4: Each team will flip chart there responses and present back to the

class.

Canadian OB 7e: McShane/Steen

© 2009 The McGraw-Hill Companies, Inc. All rights reserved

21

Chapter 4

Chapter 4

Workplace Emotions,

Attitudes, and Stress

Canadian OB 7e: McShane/Steen 22 © 2009 The McGraw-Hill Companies, Inc. All rights reserved