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.     

Origins of the misplaced confidence effect in collaborative recall

Studies have shown that dyads and groups place significantly more confidence in wrong answers to questions about a jointly witnessed event than do individuals. This experiment was designed to discover whether this misplaced confidence is influenced by prior free collaborative recall of the events in question. The results clearly indicated that prior group remembering lessens the effect, and improves the testimonial validity of both individual and group answers to questions about a jointly witnessed event. Taken in conjunction with other studies, the results imply that two or more witnesses of an event may profitably discuss what happened, but that they may best be interrogated separately in order to maximize the information available to the interrogator and to minimize misplaced confidence.     

Association of serotonin transporter promoter gene polymorphism with violence: relation with personality disorders, impulsivity, and childhood ADHD psychopathology

There is evidence that disturbances in central serotonin (5-HT) function have a role in impulsive aggression, violence, and criminality. A deletion/insertion polymorphism within the 5-HT transporter (5-HTT) promoter gene (5-HTT gene-linked polymorphic region, 5-HTTLPR) is thought to be associated with several psychopathological phenotypes related to disturbed impulse control, anxiety and depression. This study examined the association of the 5-HTTLPR with violent behavior in a sample of 153 male Caucasians referred for a forensic psychiatric examination. We found a significant excess of the short (s) allele and the s/s genotype in patients characterized by recurrent and overt physical violent behavior. This genetic variance explained 5% of the variance of violent behavior. When controlled for the impact of several psychopathologies related to violent behavior, this association was observed in individuals with a history of childhood attention deficit/hyperactivity disorder (ADHD)-related symptoms, but not presenting with personality disorder or increased impulsiveness. In conclusion, the results (i). suggest an association between serotonergic dysfunction and violent behavior, (ii). provide evidence for an-at least partial-genetic regulation of violent behavior in a subgroup of male offenders, and (iii). suggest a significant role for 5-HT transporter functionality for violent behavior.     

Psychosoziales Gesundheitsmanagement im Betrieb

After presenting basic prevention concepts, preventive and rehabilitative tasks and initiatives in work places will be presented. It is pointed out that especially the promotion of psychosocial resources both at individual and organizational levels is a central issue in prevention. As the next step the basic principles of health management are described and relevant psychosocial topics and procedures are outlined. The different elements of a systematic process of health management and the implementation and evaluation of procedures are shown. It is demonstrated that such developments can only have a chance in an enterprise if they have quality assurance and are supported by all important protagonists of the organization. This is especially true concerning the management, because without their acceptance of such measures it is not possible to implement them.     

Off-line authorship effects in action perception

Does the perception of our actions differ from the perception of other individuals' actions when we observe them, like other individual's actions, in an offline perspective? Previous studies, using recognition as well as prediction judgments, suggest that it does even if the stimulus information is reduced to a single moving point-light. Here, we assessed whether this difference also affects the timing of actions. This was tested in two experiments, using a specific synchronization task. After some practice, self-generated action events were anticipated faster than other action events, provided that the anticipation could not be accomplished sufficiently well on the basis of easily detectable cues. The results are discussed with regard to the previous findings of off-line authorship effects in action perception.     

Memory for action events: findings in neurological patients

Encoding action phrases by enacting leads normally to better memory performance than verbal encoding. In order to gain additional insight into the representational basis of the enactment effect, neurological patients are contrasted with healthy participants. Persons suffering from Parkinson's disease, which primarily impairs the motor system, and patients suffering from Frontal Lobe Syndrome, which primarily affects action-related planning processes, were involved. We investigated whether the enactment effect would be differentially affected by these disorders. In addition, the characteristics of information processing after encoding by enacting was analyzed by varying memory material (unrelated versus clusterable actions) and by adding an encoding condition that included obligatory action planning (director condition). The findings indicate that the impact of motor information for the enactment effect is not dominant compared to the role of action-related cognitive and motivational processes, in particular planning processes. The findings of the two experiments are explained within traditional conceptual memory theories.