心理健康服务人员胜任特征与服务满意度的关系*

为考察心理健康服务人员胜任特征与服务双方满意度的关系,对分布于不同机构的心理健康服务人员及其来访者进行问卷调查。结果表明:心理健康服务人员胜任特征总分与自身服务满意度、来访者满意度均呈正相关,与自身服务满意度相关达到显著水平。胜任特征高分组心理健康服务人员自身服务满意度显著高于低分组自身服务满意度。与心理健康服务人员自身服务满意度显著相关的胜任特征条目,多数与知识、技能有关;与来访者满意度显著相关的胜任特征条目,均为来访者能感受到的与咨询关系建立有关的条目。     

国外心理健康服务人员胜任特征

什么样的人具有资格担当心理健康服务人员, 这方面的研究属于心理健康服务人员胜任特征的问题。国外有关心理健康服务人员胜任特征的研究主要涉及: 核心胜任特征与特殊胜任特征、能力与胜任特征评估、胜任特征模型及其开发、心理健康服务不同具体领域的胜任特征研究, 这些研究对于改进心理健康服务人员的教育与培训、录用与管理有着重要指导作用。目前该领域研究的局限在于很少关注如何运用已确认的胜任特征去评价心理健康服务领域的学生以及从业人员。     

Promoting Relational Competencies in Counselor Education Through Creativity and Relational-Cultural Theory

Abstract

This article addresses the need to identify requisite relational competencies that professionals providing creative and innovative counseling services must hold when facilitating responsible, growth-fostering connections between service providers and others. This article also includes a discussion on how the relationally responsible use of power must be included in any forum that examines relational dynamics and competencies. Although subsequent writings will discuss creativity-related competencies in greater depth, the focus of this paper rests on some relational challenges that students and professionals in the counseling and related fields face and on the need to identify relational competencies that can facilitate successful resolution of these challenges.     

Primary Care Behavioral Health Provider Training: Systematic Development and Implementation in a Large Medical System

The expansion of integrated, collaborative, behavioral health services in primary care requires a trained behavioral health workforce with specific competencies to deliver effective, evidence-informed, team-based care. Most behavioral health providers do not have training or experience working as primary care behavioral health consultants (BHCs), and require structured training to function effectively in this role. This article discusses one such training program developed to meet the needs of a large healthcare system initiating widespread implementation of the primary care behavioral health model of service delivery. It details the Department of Defense’s experience in developing its extensive BHC training program, including challenges of addressing personnel selection and hiring issues, selecting a model for training, developing and implementing a phased training curriculum, and improving the training over time to address identified gaps. Future directions for training improvements and lessons learned in a large healthcare system are discussed.     

Selling & Sales Management in Action: The Importance of Various Motivational Factors to College Students Interested in Sales Positions

Sales professionals in the computer industry have had to confront a fundamental shift in the definition and source of value within their marketplace. From an emphasis on hardware, vendors and customers are now looking to software and systems for the next advancements in technology and productivity. As the sources of value within the industry have changed, so have the requirements for sales success. No longer able to rely on their traditional and “proven” approach to selling, salespeople have had to learn new competencies. Based on studies of the sales organizations of six computer companies, this article explores how—and why—computer salespeople must adopt a new sales orientation and expand their behavioral repertoire.     

An Introduction to Core Competencies for the Use of Mobile Apps in Cognitive and Behavioral Practice

Mobile technologies have become increasingly pervasive and integral in our daily lives. A growing number of mobile applications are focused on health applications with many specifically focused on helping the prevention, treatment, and management of mental health issues. These apps are slowly being introduced into clinical settings, either being brought in by clients who themselves are using these tools or by health systems or providers. Unfortunately, most practicing providers obtained their clinical training before the advent of mobile health tools and methods. Thus, a critical need exists to develop and disseminate resources to develop the essential skills needed to adopt mobile health techniques. We discuss the five core competencies in mobile health care: evidence, integration, security and privacy, ethics, and cultural considerations. Although this paper will not fully prepare a provider to use mobile apps in their practice, it provides an introduction that will helpfully guide a provider to additional resources and additional ways to develop these competencies. Finally, we discuss the future directions of the field, including a growing differentiation of the impact of mobile apps on clinical care and the need for training models and experiences to match this differentiation.     

Identifying Competencies with Behavioral-Event Interviews

Coding competencies from behavioral-event interviews according to the principles of a new approach to assessment (McClelland, 1973) produces assessments that are reliable and validly associated with success as an executive. These assessments are not influenced by length of protocol or by performance in the preceding year. Bias is not a problem if both the interviewer and the coder are blind to executive success. In contrast to a traditional psychometric approach based on regression analysis, an algorithm based on competency scores predicted managerial success and improved performance across a number of samples. This algorithm identified potential outstanding performers as individuals whose scores reached designated tipping points within clusters of substitutable competencies. Experts' judgments of competencies needed or shown by executives in various positions agreed only moderately with competencies shown to be important by the data from behavioral-event interviews.     

Maximal care considerations when treating patients with end-stage heart failure: ethical and procedural quandaries in management of the very sick

Deciding who should receive maximal technological treatment options and who should not represents an ethical, moral, psychological and medico-legal challenge for health care providers. Especially in patients with chronic heart failure, the ethical and medico-legal issues associated with providing maximal possible care or withholding the same are coming to the forefront. Procedures, such as cardiac transplantation, have strict criteria for adequate candidacy. These criteria for subsequent listing are based on clinical outcome data but also reflect the reality of organ shortage. Lack of compliance and non-adherence to lifestyle changes represent relative contraindications to heart transplant candidacy. Mechanical circulatory support therapy using ventricular assist devices is becoming a more prominent therapeutic option for patients with end-stage heart failure who are not candidates for transplantation, which also requires strict criteria to enable beneficial outcome for the patient. Physicians need to critically reflect that in many cases, the patient’s best interest might not always mean pursuing maximal technological options available. This article reflects on the multitude of critical issues that health care providers have to face while caring for patients with end-stage heart failure.     

Mergers and group status: the impact of high,low and equal group status on identification and satisfaction with a company merger,experienced controllability,group identity and group cohesion

Although mergers are seen as tools to enhance business in today's global marketplace, they have had a low success rate, possibly because the focus has been on financial and legal issues rather than on the human factors involved. In this respect, focusing on the social psychological variables, social identity theory can provide an explanation for the failure of most mergers. An experiment based on this theory involving mergers between two workgroups was conducted to investigate the effects of merger‐related status on participants' psychological responses to the mergers. Thirty‐six small groups were assigned to three different status groups (high, low and equal status groups) using the minimal group paradigm. Most negative responses to the merger—in terms of identification with the merger group, satisfaction with the merger, common in‐group identity, group cohesion and controllability—were given by the members of the low status groups. Contrary to expectations, status was not related to the performance of the groups. Theoretical and practical implications are discussed. Copyright © 2007 John Wiley & Sons, Ltd.     

Crafting your Career: How Career Competencies Relate to Career Success via Job Crafting

This study aimed to investigate whether career competencies could enhance an employee's subjective career success in terms of perceived employability and work–home balance via job crafting behaviors. Based on Job Demands‐Resources (JD‐R) Theory, we examined a potential motivational process in which career competencies, as a personal resource, would enhance career success through expansive job crafting. The results showed that job crafting mediated the positive relationship between career competencies and both internal and external perceived employability. In addition, job crafting mediated the positive relationship between career competencies and work–home enrichment. We expected a negative association between job crafting and work–home interference, yet our results indicated that career competencies are indirectly and positively related to work–home interference via job crafting. With our findings, we add to JD‐R Theory by (1) showing that career competencies may be considered a personal resource, (2) empirically examining the role of job crafting in motivational processes, and (3) showing that enhanced subjective career success can be an outcome of motivational processes. Organisations may use these findings to implement developmental HR practices aimed at increasing career competencies and job crafting.     

Ingroup and outgroup inferences: when ingroup bias overwhelms outcome bias

Two experiments investigated conditions under which participants drew outcome-biased inferences about ingroups and outgroups. Participants read about ingroup and outgroup targets whose success or failure was influenced by an arbitrary decision rule. In Experiment 1, ingroup and outgroup members experienced two inconsistent outcomes (first success and then failure, or vice versa) despite almost identical performances. After reading about the first performance participants made outcome-biased inferences, but when the role of the decision rule became obvious inferences became group-serving. That is, outcomes continued to influence inferences when they cast the ingroup in a positive light (as when initial failure was followed by success) but failed to affect inferences when they were detrimental to the ingroup (as when initial success was qualified by later failure). In contrast, inferences about outgroups were outcome-biased when failure followed success, but not when success followed failure. The results of Experiment 2 showed that outcome biases influenced inferences when decision rules produced outcomes that promoted the ingroup but not when they produced outcomes that hurt the ingroup. No such benefit occurred for outgroups. The results confirm the impact of motivational concerns such as ingroup bias on the occurrence of outcome biases in inferences. © 1998 John Wiley & Sons, Ltd.     

Does service failure influence customer loyalty?

There is a general consensus that customer loyalty to service providers is not solely dependent upon their level of satisfaction or dissatisfaction. However, the identified antecedents of loyalty remain, at best, highly speculative. The aim of this extensive literature review is to give some understanding of the nature of customer loyalty and the antecedent effects of service dissatisfaction. The research reviewed suggests that customer loyalty is an attitudinal state, reflecting value, trust and commitment within supplier–customer relationships. Satisfaction is one of several antecedents of loyalty. A key influence on loyalty is the offer of unique value‐delivering advantages not provided by competitors. Thus firms need to develop positive value‐based exit barriers to achieve loyalty. When service failures occur, the recovery process is likely to have a greater impact on loyalty than the original service failure. The key to successful recoveries was found to be the customer's perception of ‘fairness’. Recovery programmes must get it right first time. Customers who remain dissatisfied after a complaint has been handled are more dissatisfied than if no recovery attempt had been made. Dissatisfaction and customer satiation are major causes of a customer's exit. The solution to customer satiation is dynamic value creation. Collection and monitoring of customer data is needed for success and two‐way communication is vital. Copyright © 2002 Henry Stewart Publications.     

The family empowerment program: an interdisciplinary approach to working with multi-stressed urban families

The family empowerment program (FEP) is a multi-systemic family therapy program that partners multi-stressed families with an interdisciplinary resource team while remaining attached to a "traditional" mental health clinic. The rationale for this model is that far too often, families presenting at community mental health centers struggle with multiple psychosocial forces, for example problems with housing, domestic violence, child care, entitlements, racism, substance abuse, and foster care, as well as chronic medical and psychiatric illnesses, that exacerbate symptoms and impact traditional service delivery and access to effective treatment. Thus, families often experience fragmented care and are involved with multiple systems with contradictory and competing agendas. As a result, services frequently fail to harness the family's inherent strengths. The FEP partners the family with a unified team that includes representatives from Entitlements Services, Family Support and Parent Advocacy, and Clinical Staff from the agency's Outpatient Mental Health Clinic practicing from a strength-based family therapy perspective. The goal of the FEP is to support the family in achieving their goals. This is accomplished through co-construction of a service plan that addresses the family's needs in an efficient and coherent manner-emphasizing family strengths and competencies and supporting family self-sufficiency.     

Trauma‐Informed Care for Individuals with Serious Mental Illness: An Avenue for Community Psychology's Involvement in Community Mental Health

Individuals with serious mental illness are at particularly high risk for trauma; however, service environments with which they interact may not always be trauma‐informed. While community mental health and other human services settings are moving toward trauma‐informed care (TIC) service delivery, a variety of TIC frameworks exist without consensus regarding operationalization, thereby leading to challenges in implementation. TIC is principle‐driven and presents substantial overlap with community psychology values and competencies, including ecological frameworks, second‐order change, empowerment, and citizen participation. One way to address barriers to TIC implementation is to draw on the strengths of the field of community psychology. With a particular emphasis on the applicability of TIC to individuals with serious mental illness, this paper identifies key implementation issues and recommends future directions for community psychologists in clarifying the service framework, its adaptation to specific service contexts, and improving delivery through consultation and evaluation. Community psychologists may work with various disciplines involved in the TIC field to together promote a more conscious, actionable shift in service delivery.     

Counseling Latino University Students: Psychosociocultural Issues for Consideration

Salient issues for Latino students on predominately White university campuses are identified and discussed. In particular, university counseling center (UCC) service providers can help diminish or diffuse educational and social difficulties of Latino students by considering psychosociocultural issues in counseling, such as university cultural environment, ethnic identity, acculturation, and social support from family and mentors. These concepts are illustrated and discussed through vignettes. Specific strategies for UCC service providers are also presented. Finally, attitudes and beliefs, knowledge, and skills necessary to provide competent psychosociocultural services to Latino students are identified.     

Behavioral sequelae of long-term self-attributed success and failure: an attribution theory analysis

Starting from earlier results that self-caused long-term failure improved performance, this experiment tested the effect of "working conditions" as well as successes and failures succeeding the experience of long-term success and long-term failure. 64 subjects participated in recognition tests, composed of 9 tasks (with 42 stimuli each), to be solved within five different experimental sessions. Subjects received false feedback concerning each judgement. The feedback was designed to correspond to Kelley's informational requirements for self-attributions. Results clearly show an impairment of performances within new "working conditions" if successes succeed long-term failure or long-term success. Failure succeeding long-term failure in new "working conditions", on the other hand, improves performance. Different attribution theories' capacity to explain these results is discussed.     

Nanotechnology Bound: Evaluating the Case for More Regulation

In continuing news, there is a growing debate on whether current laws and regulations, both in the US and abroad, need to be strengthened as they relate to nanotechnology. On one side, experts argue that nanomaterials, which are making their way into the marketplace today, are possibly harmful to consumers and the environment, so stronger and new laws are needed to ensure they are safe. On the other side, different experts argue that more regulation will slow down the pace of business and innovation in nanotechnology, or that self-regulation is the answer, or other opposing positions. This paper will draw out the core issues behind the debate and explain that there is more at stake than merely environmental, health and safety (EHS) worries or business interests, as it first appears. We will also suggest an alternative solution to stricter laws, since stricter laws would face formidable practical challenges, even if they are warranted.     

Uniformity: The effects of organizational attire on judgments and attributions

Despite their prevalence in the marketplace, little empirical attention has been paid to how employee uniforms affect consumer reactions to service experiences. We propose that employee uniforms facilitate the shared categorization of employees and their organization in the mind of the customer, which affects many of the inferences that customers draw following service encounters. Study 1 shows that uniforms lead to greater attribution of responsibility to the company for employee behavior, especially following poor service. Studies 2 and 3 show that uniforms also lead to more assimilation of judgments across employees, increasing the impact of one employee's behavior on judgments of other employees of the same organization. Study 3 shows that employee uniforms lead to more extreme judgments of the company following service encounters. It also shows that bad (good) service from a uniformed employee makes competing companies look better (worse), indicating that uniforms can elicit contrast effects across companies. In sum, the mere presence of a uniform on an unsatisfactory service or retail employee can damage judgments of the organization and its employees and improve judgments of rival organizations compared to identical service from a nonuniformed employee. Managers seem unaware of these negative consequences. These same principles are likely to apply to a wide variety of uniformed services, including police, military, firefighters, and health-care providers.     

不同学习自控力的初中生在成败中的表现

该研究用实验的方法,探讨了不同学习自控力的初中学生在成败的情景中的表现。目的是想了解成功与失败对不同的自控水平产生什么样的影响;结果是：(1)在成功的条件下,反应的正确率比较高;而在失败的情景中,正确率就比较低;它表明：成功使人沉着冷静,反应的正确率就比较高。然而,这种短暂的失败并没有使人气馁,反而使他更想成功;所以,期望值还不低。(2)自控力高的被试期望值高于自控力低的被试,说明在具体的活动中,其结果并不能简单地、直接地影响一个人的自控力;相反,自控力的高低会对活动的进程与结果起调节作用。