让自己成为一个利害关系 - - 一项关于紧急呼叫中心运营商工作相关心理健康的定性研究
Jonas Aléx1, Erik Gardfall2, Mikael Nordfjäll2
1Department of Nursing, Umeå University, Division of Ambulance Service, Region of Västerbotten, Umeå, Sweden.
概括
紧急呼叫中心操作员面临着与工作相关的重大心理社会健康挑战,因为情绪暴露. 改善运营条件对于他们的福祉和应急响应质量至关重要.
科学领域:
- 职业健康 职业健康 职业健康
- 心理社会健康 心理健康
- 紧急服务管理管理.
背景情况:
- 紧急呼叫中心操作员因呼叫者恐惧和无助而经历了严重的情绪痛苦.
- 运营商在紧急情况下管理关键信息交换和急救指令.
- 关于这些操作员的特定工作环境和健康的研究有限.
研究的目的:
- 描述紧急呼叫中心操作员的工作相关的社会心理健康经验.
- 提高对应急呼叫运营商面临的挑战的理解.
- 为雇主和紧急护理专业人员提供有关操作员福利的信息.
主要方法:
- 使用16个半结构面试进行的定性研究.
- 使用定性内容分析分析的数据.
主要成果:
- 一个总体的主题是:"把自己当作一块子".
- 四个支持主题:"面对挑战"",作为一个人受到影响"",感觉被组织条件忽视"和"从有益的条件中汲取力量".
- 12个子主题进一步详细介绍了运营商的经验.
结论:
- 工作场所环境对操作员的心理健康有负面影响.
- 受损的操作员福利可能会降低应急响应的质量和局势评估.
- 需要进行进一步的研究,以改善紧急呼叫中心操作人员的操作条件和提高与工作有关的健康.
相关概念视频
Psychological Responses to Stress
459
Psychological responses to stress encompass the various cognitive and emotional reactions individuals experience when faced with challenging or threatening situations, such as a job loss. Prolonged exposure to stressors can disturb emotional balance, increasing negative emotions (e.g., anxiety and sadness) and diminishing positive emotions (e.g., joy and satisfaction). These persistent emotional shifts are associated with an increased risk of both physical illness and mental health issues, such...
459
Stress and Mental Health
576
Chronic stress profoundly affects mental health, significantly influencing mood, behavior, and overall quality of life. Research closely links chronic stress with mental health conditions such as depression, anxiety, and substance use disorders. Ongoing exposure to stress can lead to physiological and psychological changes, initiating a cycle of emotional distress and maladaptive coping mechanisms.
Individuals with depression often experience challenges in both their personal and professional...
Individuals with depression often experience challenges in both their personal and professional...
576
Obedience
35.2K
According to obedience research, we may harm others under the forceful pressures of an authority figure (Milgram, 1974). How about if the inappropriate orders were delivered with less force? The increasing interdependence between nurses and physicians compelled Hofling and his colleagues to explore nurses’ reactions to a potentially harmful medical request made by the perceived authority figure, the doctor (Hofling, Brotzman, Dalrymple, Graves, & Pierce, 1966). In this situation,...
35.2K
Specialized Care Centers and Settings-I
1.4K
Specialized care settings or centers are situated in convenient locations within the community and offer care to a specific group or population. They consist of daycare facilities, mental health facilities, rural health facilities, educational institutions, industries, shelters for the homeless, and rehabilitation facilities.
Daycare centers
They provide several functions. Some facilities care for healthy newborns and children whose parents work, while others are medically focused and care for...
Daycare centers
They provide several functions. Some facilities care for healthy newborns and children whose parents work, while others are medically focused and care for...
1.4K
Halo Effect
370
The halo effect is a cognitive bias in which an individual's overall impression influences judgments about their specific traits. This psychological phenomenon leads people to associate positive characteristics with those they perceive as generally good and negative characteristics with those they view as bad. This effect is particularly influential in social perception, professional evaluations, and decision-making processes.The Psychological Basis of the Halo EffectThe halo effect is rooted...
370
Stress Concentrations
569
The concept of stress concentration is crucial for understanding how materials respond under bending stresses, particularly when there are irregularities or discontinuities in the material's geometry. Normally, stress in a symmetric member subjected to pure bending is assumed to be uniformly distributed across the entire cross-section. However, this assumption does not hold when there are variations in the cross-sectional geometry or the presence of notches and holes.
The stress...
The stress...
569


