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.     

THE EFFECT OF NOTE TAKING ON NINTH GRADE STUDENTS' COMPREHENSION

This study examined factors affecting motivation for reading, writing, and spelling in primary grade students using a new measure, the Early Literacy Motivation Survey (ELMS). First-graders (198) responded to questions measuring attributions, self-efficacy, and perceived competence. The ELMS uses scenarios and short tasks to contextualize the questions for young children. A confirmatory factor analysis validated the motivation constructs investigated. A structural equation model produced a good fit for the data and indicated that literacy attributions in young children mediated between achievement and self-efficacy and perceived competence. Findings showed that first-grade students differentiate among their self-efficacy for reading, writing, and spelling.     

Der ausreichend gute Therapeut

Psychotherapists show a great variation in their ability to achieve positive outcomes in therapy. Specifically, they vary in terms of their ability to identify and repair ruptures in the therapeutic alliance. Alliance ruptures are a frequent phenomenon but often go undetected; however, repairing alliance ruptures represents a great opportunity to improve the psychotherapy process and therapy outcome. Empirical research suggests that patient feedback should be included in the psychotherapy process to be able to detect alliance ruptures better. From a psychodynamic point of view, a “sufficiently good” therapist is a therapist who can acknowledge the countertransference-based limitations in evaluating the therapeutic alliance with patients and the need to use feedback in order to detect and repair inevitable alliance ruptures. The consequences for research, practice and psychotherapy training are considered.     

Luminosity Guaranteed

This article aims to show that Williamson's anti‐luminosity argument does not succeed if we presuppose a constitutive connection between the phenomenal and the doxastic. In contrast to other luminists, however, my strategy is not to critically focus on the refined safety condition in terms of degrees of confidence that anti‐luminists typically use in this context. Instead, I will argue that, given a certain conception of what Chalmers calls ‘direct phenomenal concepts,’ luminosity is guaranteed even if the refined safety condition in terms of degrees of confidence is taken for granted.     

Motor execution affects action prediction

Previous studies provided evidence of the claim that the prediction of occluded action involves real-time simulation. We report two experiments that aimed to study how real-time simulation is affected by simultaneous action execution under conditions of full, partial or no overlap between observed and executed actions. This overlap was analysed by comparing the body sides and the movement kinematics involved in the observed and the executed action. While performing actions, participants observed point-light (PL) actions that were interrupted by an occluder, followed by a test pose. The task was to judge whether the test pose depicted a continuation of the occluded action in the same depth angle. Using a paradigm proposed by Graf et al., we independently manipulated the duration of the occluder and the temporal advance of the test pose relative to occlusion onset (occluder time and pose time, respectively). This paradigm allows the assessment of real-time simulation, based on prediction performance across different occluder time/pose time combinations (i.e., improved task performance with decreasing time distance between occluder time and pose time is taken to reflect real-time simulation). The PL actor could be perceived as from the front or back, as indicated by task instructions. In Experiment 1 (front view instructions), evidence of action simulation was obtained for partial overlap (i.e., observed and performed action corresponded either in body side or movement kinematics), but not for full or no overlap conditions. The same pattern was obtained in Experiment 2 (back view instructions), ruling out a spatial compatibility explanation for the real-time pattern observed. Our results suggest that motor processes affect action prediction and real-time simulation. The strength of their impact varies as a function of the overlap between observed and executed actions.     

Picture naming deficits in developmental dyslexia in German

Recent research with English developmental dyslexics comparing the picture naming performance of these children to the picture naming performance of non-dyslexic (‘garden variety’) poor readers, reading age matched controls and chronological age matched controls has suggested that a selective difficulty in retrieving the phonological codes of known names on demand underlies the picture naming deficit found in developmental dyslexia (Swan & Goswami, Picture naming deficits in developmental dyslexia: the phonological representations hypothesis, Brain and Language, 56 (1997), 334–353). If the underlying causal factors in dyslexia are independent of the orthography that the child is learning to read, then a difficulty in retrieving the phonological codes of known names on demand should also be found in developmental dyslexics who are learning to read other languages. We therefore set out to replicate Swan and Goswami’s study with a group of German developmental dyslexics. We were interested to see whether a phonological deficit is characteristic of dyslexia in all orthographies, even those, such as German, in which high orthographic transparency means that dyslexic children read with considerable accuracy.     

Method effects due to social desirability as a parsimonious explanation of the deviation from unidimensionality in LOT-R scores

Dispositional optimism measured by the Life Orientation Test (Revised; LOT-R, Scheier et al., 1994) was originally proposed as a unidimensional construct pertaining to individual differences in positive outcome expectancies. However, factor analytic research has suggested two separate “optimism” and “pessimism” factors associated with positively and negatively worded items respectively. Using confirmatory factor analysis with data from N = 658 students it is shown that a general optimism model with method effects of the positively worded items fits even better than the “optimism–pessimism” model in terms of the AIC statistic, which accounts for both model parsimony and model fit. Furthermore, an attempt is made to explain the method effects by social desirability: impression management, one of two components of socially desirable responding, correlates significantly with the method factor whereas the other component, self-deceptive enhancement, is related to the general optimism factor. Thus it is shown that the deviation from unidimensionality of observed scores does not imply deviation from unidimensionality of optimism when method effects are incorporated in the model.