Courteous service: Its assessment and modification in a human service organization

We evaluated strategies to increase behaviors associated with courteous provision of service by 3 staff members of a human service agency. Training included written instructions, practice, and performance feedback. A lottery procedure was introduced to maintain courteous service after training. The results of a multiple baseline design across the 3 participants showed marked increases in courteous behaviors following training. These effects were maintained at 3-, 5-, and 8-month follow-ups. Consumers' satisfaction with service also increased. These findings suggest that simple training and reinforcement procedures can enhance courtesy afforded those who receive service from public and nonprofit organizations.     

EFFECTS OF A VOICE OUTPUT COMMUNICATION AID ON INTERACTIONS BETWEEN SUPPORT PERSONNEL AND AN INDIVIDUAL WITH MULTIPLE DISABILITIES

We evaluated a means of increasing staff members' interactions with an individual with multiple disabilities through use of a voice output communication aid (VOCA). When activated, the VOCA allowed the individual to communicate through synthesized speech. Results indicated that staff members interacted with the individual more frequently when she had access to the VOCA, suggesting that VOCAs may represent an alternative to more traditional staff management programs for increasing interactions.     

Risk perception and the location of a repository for spent nuclear fuel

This study investigates lay people's reactions to a repository for nuclear waste. Risk perception is seen as a complex concept, comprising both affective and cognitive components. Attitude towards nuclear power and trust in experts and authorities had a substantial impact on risk perception, while personal knowledge about nuclear waste disposal had no effect. Thus, the more positive one's attitude towards nuclear power is and the more trust one has in experts and authorities, the lower one's risk perception is. Also, reactions were expected to vary with distance between the home district and the location of a repository. These variations differed in nature for people with alternative levels of risk judgement. The distance between the home and a repository affected approval of the proposed site. Distance between home and repository also had an effect on risk feelings and somewhat less on beliefs about consequences. Estimated total risk was directly mediated by beliefs about consequences, but even more so by risk feelings. With regard to risk, one can conclude that it is important to make a distinction between an emotional and a cognitive component of risk perception.     

Social integration and social support in a life crisis: Effects of macrosocial change in east Germany

This process evaluation study examined what variables moderate and mediate treatment effects on days in stable housing and client satisfaction for homeless mentally ill clients. In general, demographic characteristics did not moderate either outcome variable. Housing contacts, entitlement contacts, mental health contacts, and supportive services were significant mediators of the treatment effect on days in stable housing. Program contacts, mental health contacts, and supportive services were significant mediators of client satisfaction. The authors thank the National Institute of Mental Health for their financial support (MH43248, MH42357) for this project, Dorothy Gano for word processing and editorial assistance, and Gitry Heydebrand, Melissa Dannelet, Betty Tempelhoff, Ruth Smith, and Laeeq Ahmad for assisting in the interviews of clients. We are also appreciative of the cooperation given to us by the staffs of Malcolm Bliss Mental Health Center, St. Patrick's Center, the Community Advocacy and Support Alliance Program, and the St. Louisemergency shelters. Finally, we thank all of the participants in this study; we hope that their homelessness has now ended. (The conclusions presented in this paper are the sole responsibility of the authors and do not necessarily reflect official National Institute for Mental Health policy.)     

My place,your place,and no place: Behavior settings as a risk factor for HIV-related injection practices of drug users in Baltimore,Maryland

Information is sparse on the social context of illicit drug injection behaviors and their relationship to HIV infection. This study examined relationships between injection settings, injecting with others, and HIV risk behaviors of sharing needles and not cleaning contaminated needles in a sample of 630 inner-city injecting drug users in Baltimore, MD. Through open-ended interviews, five primary settings of injection behavior were identified. These settings included one's own, friends' and mother's residence, shooting galleries, and semipublic areas. Most participants reported injecting in their own residence (92%) and friends' residence (86%) in the prior 6 months. In a multiple regression analysis, injecting at friends' residence, in shooting galleries, and in semipublic areas and frequency of injecting with others were significantly associated with frequency of sharing uncleaned needles, “slipping” (i.e., failure to disinfect shared needles), and not always cleaning used needles before injecting. Results suggest that interventions may benefit from targeting settings as well as behaviors to reduce the spread of HIV. This research was supported by grants DA04334, DA05911, DA06313, and DA08985 from the National Institute on Drug Abuse.     

Organizational stress and stress management programs

There is a growing awareness of how stress adversely affects organizational efficiency. The implementation of stress management programs to counteract this problem has been slow. This study examined such programs in companies who claimed that they were active and successful in stress management for their employees. The successful features of these organizational stress management programs are identified, discussed, and a model for organizations is presented.     

AN EXPERIMENTAL COMPARISON OF THREE DIFFERENT SCHEDULES OF REINFORCEMENT OF DRUG ABSTINENCE USING CIGARETTE SMOKING AS AN EXEMPLAR

The efficacy of three different schedules of reinforcement for promoting and sustaining drug abstinence was compared in this study. Cigarette smoking was studied as an exemplar of stimulant drug self-administration. Sixty cigarette smokers were assigned to one of three groups (progressive rate of reinforcement, fixed rate of reinforcement, and yoked control). Participants in all three groups were asked to refrain from smoking for 1 week. Participants in the progressive and fixed groups achieved greater mean levels of abstinence than those in the control group. Participants in the progressive group were significantly less likely to resume smoking when they became abstinent than participants in the other groups.     

Specificity of Dating Aggression and Its Justification Among High-Risk Adolescents

Ninety-five high-risk adolescents were studied to determine whether their dating aggression and its justification as a response to interpersonal problems were specific to the current partner, general to dating relationships, or part of a global age-mate (same-sex peers and opposite-sex dating partners) aggression problem. Approximately one-third of males and two-thirds of females reported physical aggression against their current dating partner. Males' aggression (and its justification) toward their current dating partner was part of a generalized pattern of dating aggression, whereas for females, physical aggression against a current dating partner (and its justification) was partner-specific and unrelated to aggression in other relationships. Findings are discussed with regard to intervention and future research on adolescent dating aggression.     

军队初级指挥官PM领导行为类型的研究——与中、日企业领导行为的比较

本研究采用日本三隅二不二教授的PM领导行为理论 ,用中国修订版的PM量表对 2 64名初级军官的领导行为类型进行了评定 ,并与对中、日企业界的有关研究结果进行了比较 ,目的是研究初级军官所特有的领导行为特征以及与其相对应的情境因素。研究结果显示 :①在军事组织中 ,PM型是较理想的领导类型 ,其次为P型。这与中、日企业的结果有所不同。②方差分析结果表示 ,在与领导行为类型相关的八项情境因素中 ,初级军官在工作激励、连队满意度、团队精神和会议成效等因子上高于中、日企业界 ;但在心理卫生、对待遇满意度、信息沟通和绩效规范等因子上均低于中国企业界。③ χ2 分析结果显示 ,三种组织与四种PM行为类型之间在六项情境因素上的差异显著 ,提示三种组织在领导行为和情境因素上各有其特点 ;另外 ,与军事指挥官领导行为类型关系最为密切的是工作激励因素和团队精神 ,这是军事集团突出的特征之一。④中、日企业界在会议成效和信息沟通两因素上的差异较大 ,反映了两国在企业管理方面不同的特点。     

Family-centered intensive case management: A step toward understanding individualized care

New York State's initial attempt at individualizing services occurred within the context of an experiment. We randomly assigned children 5–12 years old who were referred for out-of-home placement in treatment foster care to either treatment foster care, Family-Based Treatment (n=15), or to Family-Centered Intensive Case Management (FCICM) (n=27). FCICM used teams of case managers and parent advocates to provide in-home services. Flexible service dollars, respite care, and behavior management skills training were available to assist teams in individualizing care. Preliminary outcomes indicate that children in FCICM are doing as well or better than children assigned to FBT in their functioning and symptom reduction. Parents of children in FCICM have made gains, although not at a statistically significant level, in behavior management skills and family strengths that allow them to provide care for their children at home.