Working conditions,well-being,and job-related attitudes among call centre agents

A comparison of 234 call centre agents with 572 workers in traditional jobs with long lasting training revealed lower job control and task complexity/variety and higher uncertainty among call agents. However, time pressure, concentration demands, and work interruptions were lower in call agents. Within the call agent sample, controlling for negative affectivity and other working conditions, job control predicted intention to quit, and job complexity/variety predicted job satisfaction and affective commitment. Social stressors and task-related stressors predicted uniquely indicators of well-being and job-related attitudes. Furthermore, data confirm the role of emotional dissonance as a stressor in its own right, as it explained variance in irritated reactions and psychosomatic complaints beyond other working conditions. Results indicate that strong division of labour may be a rather general phenomenon in call centres. Therefore, working conditions of call agents require a redesign by means of job enrichment or—better—organization development. Moreover, measures of social stressors and emotional dissonance should be integrated routinely into stress-related job analyses in service jobs.     

Psychoeducational Interventions with Pediatric Cancer Patients: Part II. Effects of Information and Skills Training on Health-Related Outcomes

In Part I of this paper, we described a model that was used as a framework for reviewing studies of psychoeducational interventions intended to influence illness- and treatment-related behaviors and attitudes in pediatric cancer patients. In Part II, we distinguish between interventions that attempt to influence patients' behaviors just by providing information and interventions that specifically teach skills related to the behaviors they are trying to change. Many types of psychoeducational interventions appear to be effective and those that are training-based generally appear more effective than those that are information-based. Training-based interventions may face a barrier to wide adoption because they are resource-costly, but the development of digital-based training interventions may potentially overcome this barrier.     

Beneficial factors in family discussion groups of a psychiatric day clinic: perceptions by the therapeutic team and the families of the therapeutic process

This paper reports a pilot investigation of the perception of helpful events by the therapeutic team and the families in two family discussion groups (FDGs) of a psychiatric day clinic. All participants of the FDG, including therapists and observers, filled in questionnaires measuring events helpful for the individual, for the family and for the group after each FDG session. The results showed that the therapeutic team and the families diverged in their overall perception of which factors were important in family discussion group therapy. The therapeutic team saw the relational climate and the structural aspects of the group (including group involvement and support from the group), and specific therapeutic interventions as more helpful than the families. The process aspects in the group members (including the experiencing of communality and gaining insight) were, on the other hand, more frequently mentioned by the families than by the therapeutic team. The clinical implications of these findings and suggestions for future research are discussed.     

Aggressor's response to the victim's facial expression of emotion

Male college students (N = 96) were met by an experimental confederate who either agreed or disagreed with their opinion. The subjects were then given an opportunity to deliver electric shock to the confederate (victim), who responded to the shock with a facial expression of anger, fear, joy, or neutrality. The opinion condition had no effect, but the victim's facial expressions were clearly perceived by the subjects and two of them significantly influenced the amount of shock delivered to the victim by the subjects. The expression of enjoyment (smile) increased aggression while that of anger decreased aggression. The effects of the fear and neutral expressions did not differ from each other, and neither had a consistent significant effect on the amount of shock administered by the subjects.     

Parenting Dimensions and Internalizing Difficulties in Italian and U.S. Emerging Adults: The Intervening Role of Autonomy and Relatedness

The present study examined the associations between emerging adults’ perceived parental psychological control and autonomy support, and their autonomy, relatedness and internalizing difficulties in Italy and the U.S. The participants included 494 Italian and 414 U.S. college students, between 18 and 28 years of age (Mean = 21.58, SD = 2.18). Our findings showed that dependency-oriented psychological control had no significant direct associations with autonomy, relatedness or internalizing difficulties. Moreover, the association between parental autonomy support and internalizing problems was fully intervened by autonomy and relatedness, whereas the association between achievement-oriented psychological control and anxiety and depressive symptoms was partially intervened by autonomy and relatedness. Finally, although parental psychological control and autonomy support had similar effects on maladjustment across the two countries, relatedness appeared to play a more central role as an intervening variable for anxiety in the Italian group than in the U.S. group. Overall, our findings highlighted the importance of examining parents’ contributions to emerging adults’ internalizing problems via autonomy support and psychological control across cultures.     

Work Sample Testing

The general evidence supporting the use of work sample tests (good criterion — related validity, positive applicant reaction and job preview capability) is reviewed, limitations are also noted. The extent to which work sample tests may be used to limit adverse impact in selection is reviewed and the extent to which work sample tests may be used to complement other selection instruments, in particular, cognitive ability tests, is discussed. Work sample tests are based on attempts to embody key tasks within the job in a selection instrument. Five distinctive (though not mutually exclusive) types of work sample tests are identified and validity evidence is reviewed. Key dimensions (bandwidth, fidelity, task specificity, necessary experience, type of tasks and mode of presentation and response) are identified and used to compare different types of work sample tests.     

Is the victim Max (Planck) or Moritz? How victim type and social value orientation affect dishonest behavior

Does the potential victim of dishonest behavior—a family or a bank, a pensioner or an insurance firm—affect the propensity to engage in such behavior? We investigate the effect of victim type—an individual person or an impersonal institution—on dishonest behavior and test whether it interacts with potential perpetrators' social value orientation (prosocial or proself). In a between‐subjects design, we allowed experimental participants (N = 368) to misreport private information in order to increase (decrease) their profit (loss) at the expense of either another participant or the experimenter's budget. Both prosocials and proselfs engaged in dishonesty, but proselfs did so much more. Furthermore, prosocials reduced their dishonesty when the victim was another person, rather than an institution, but proselfs did not. A direct implication is that the dishonesty of prosocials may be curbed by increasing the salience of the adverse effect their dishonesty has on other individual people but that such interventions will not be effective for proselfs. In contrast with recent results, we did not find a general effect of increased dishonesty under a loss (vs. gain) frame.