Empowering public service workers to face bystander conflict: Enhancing resources through a training intervention

Public service employees work in occupations that are accompanied with high psychosocial risks. Police, firefighters, and paramedics are increasingly being confronted with argumentative, conflicting bystanders that frustrate them in executing their task. We developed a resource‐enhancement intervention and tested its usefulness for securing employees’ effective functioning and well‐being in bystander conflict. In a simulation‐based pre‐test post‐test control group design, paramedics in the intervention condition received training about how to increase their resources in terms of conflict management efficacy, perspective taking, task support, and emotional support. For those in the control condition, no such training was provided. Comparing pre‐ and post‐test measures (n = 81) of the participants in the intervention and control groups, we found evidence that the intervention successfully increased employees’ resources over time. Moreover, we found considerable support for a positive link between these resources and employees’ affective well‐being and job dedication. Thus, our study suggests that a resource‐enhancing intervention can serve as an important means to protect public service employees against the deleterious effects of bystander conflict.

Practitioner points

• A resource‐enhancing intervention can protect public service employees against the deleterious effects of bystander conflict.
• Resources related to dealing with a hindering bystander, as well as resources facilitating the continuation of the primary task, are positively associated with employees’ affective well‐being, job dedication, and job performance.

     

Towards a multilevel approach of employee well-being

In this commentary, I respond to Ilies, Aw & Pluut’s (Intraindividual models of employee well-being: What have we learned and where do we go from here?, European Journal of Work and Organizational Psychology, in press) call for a theory that distinguishes between traits and states of employee well-being. I use Job Demands–Resources theory to illustrate how we may integrate within- and between-person approaches and findings to design an overall multilevel model of employee well-being. My perspective builds on Ilies et al. and recent findings of research combining relatively stable “traits” with fluctuating states of employee well-being. My goals with this commentary are three-fold: (1) give more insight into possible differences between variables at different levels of analysis; (2) use research to show how trait and state levels of (predictors of) employee well-being may interact; (3) propose a multilevel model that may stimulate future research on the topic.     

There is more than obeying display rules: Service employees’ motives for emotion regulation in customer interactions

Although research has focused on how service employees regulate their emotions, few studies have explored why they do so. In this article, we first described which kinds of motives for emotion regulation exist in customer interactions. Second, we investigated how the motives are related to four emotion regulation strategies. The application of an explorative approach resulted in a list of 10 motives, which could be classified into the three motive categories: pleasure, prevention, and instrumental. Hierarchical linear modelling of 421 reported service interactions from a diary study revealed that the motive categories were differently related to the emotion regulation strategies. Motives of the instrumental category were only significantly positively related to surface acting. Motives of the pleasure category were positively related to deep acting and automatic regulation as well as negatively related to surface acting and emotional deviance. Motives of the prevention category were positively related to deep acting, surface acting, and emotional deviance as well as negatively related to automatic regulation. These results can be used by organizations not only to enhance the motivation of employees towards emotion regulation, but also towards more authentic emotional expressions.     

Baptist senior pastors’ knowledge and perceptions of mental illness

Senior pastors at churches affiliated with the Baptist General Convention of Texas (BGCT) were anonymously surveyed using an online questionnaire to ascertain their knowledge and perceptions of the causes and potential treatments of mental illness. BGCT senior pastors reported a moderate level of contact with the mentally ill and populations known to have higher than average rates of mental illness (e.g., homeless). They also reported that the individuals with whom they counsel are rarely diagnosed with mental illness. While Baptist senior pastors embraced biological causes and treatments for mental illness as most important and effective, they varied greatly across disorders as to the perceived contribution of psychosocial and spiritual factors. Senior pastors in the present study reported being open to referring their congregants to mental health care professionals with whom they shared common values. Overall, the results of the study point to a need for greater mental health education for Baptist clergy as well as opportunities for the development of increased collaboration between the mental health and faith communities.     

高血压病患者双向转诊临床路径的效果效益评价

为了评价高血压病患者双向转诊临床路径的效果效益,采用病例查阅、专家咨询、现场考察、试点研究、个人访谈等方法,评价试验组和对照组高血压患者双向转诊临床路径的效果效益.结果显示,试验组首次就诊时间和再次就诊率与对照组间差异有统计学意义(P＜0.05);两组间医疗费用和对医护人员服务态度满意率差异有统计学意义(P＜0.05);两组间治疗效果差异无统计学意义(P＞0.05),提示实施高血压病患者双向转诊临床路径有很好的社会和经济效益.     

The prediction of turnover intention by means of employee engagement and demographic variables in a telecommunications organisation

This study sought to determine the prediction of turnover intention by employee engagement and demographic variables in a large South African information and communication technology (ICT) organisation. Cross-sectional survey data was collected from the organisation. Using a sample of 2276 participants the Utrecht Work Engagement Scale (UWES) was employed to measure employee engagement, while the Intention to Stay Questionnaire (ISQ) measured turnover intentions. Employee engagement was significantly negatively related with turnover intentions. A factor analysis conducted on the UWES indicated that activation accounted for 10% of the variance in turnover intentions. Age and tenure had statistically significant negative relationships with turnover intentions, whilst qualification and race had significant positive relationships with turnover intentions. The results also confirmed the predictive model of employee engagement as well as the impact of the demographic variables of race, age, tenure on turnover intentions. The study has practical implications in relation to its ability to contribute to human resources activities in the form of differentiated remuneration and retention strategies based on differences in age and tenure.     

Postural Balance Following Aerobic Fatigue Tests: A Longitudinal Study Among Young Athletes

General fatigue can cause aggravation of postural balance, with increased risk for injuries. The present longitudinal study aimed to evaluate the postural balance of young athletes following field aerobic tests throughout 1 year of training. Thirty children from a sports center in Nazareth, participating in a 3 times/week training program (specific to basketball, soccer, or athletic training), were assessed. Postural balance parameters were taken before, immediately after, and 10 min after a 20 m shuttle-run aerobic test, at 3 time points during 1 training year (Start/Y, Mid/Y, and End/Y). Fitness improved at the Mid/Y and End/Y compared to Start/Y. Postural balance significantly deteriorated immediately after the aerobic test and improved significantly in the 10-min testing in all 3 time points, with significant deterioration in the End/Y compared with the Start/Y. In conclusions, postural balance deteriorates immediately after aerobic exercises, and at the end of the year. To better practice drills related to postural balance and possibly to prevent injuries, it is best for young athletes to properly rest immediately following aerobic exercises and to practice postural balance mainly at the beginning and at the middle of the training year.     

An Environmental Enrichment Programme to Promote Adaptive Responding in Two Children with Multiple Disabilities

Abstract

An environmental enrichment programme was used for two passive children who had visual and hearing impairments and profound intellectual disabilities. The enrichment items, selected through stimulus preference assessments, were accessible contingent on simple adaptive responses. Data showed that both children increased their adaptive responding (thus reducing their passivity) during the programme. Implications of the findings are discussed.     

How challenging was your work today? The role of autonomous work motivation

The main aim of this study was to investigate whether autonomous motivation for work can explain the distinctive associations between hindrance and challenge demands and work-related well-being (i.e., positive affect and work engagement) on a within-person level. Autonomous work motivation represents the degree to which motivation for putting effort in work is intrinsic (i.e., with a sense of volition and personal choice) or has been internalized (i.e., without feelings of internal or external pressure). In order to test our hypotheses, we employed a diary methodology and followed 153 secondary school teachers throughout five consecutive working days. The results of multilevel modelling provided support for the hypothesized research model. On days when teachers experienced more challenges, they also experienced more positive affect and more engagement in their work on the same day, and this relationship could be explained by (higher) autonomous work motivation on that day. In contrast, on days when teachers experienced more hindrance demands, they experienced less positive affect and less work engagement, and this process was explained by (reduced) autonomous work motivation that day. Our findings add to the literature by showing that daily autonomous motivation as a motivational process can explain why daily challenge and hindrance demands are differentially related to positive well-being at work.     

中庸价值取向对员工变革行为的情景依存作用

中庸是一种价值取向, 它倡导在全局认知基础上采用执中和适度的方式, 达到个体与环境的和谐。以49个企业团队的413名员工为研究对象, 采用多层次线性模型考察中庸价值取向在不同情境下对员工变革行为的影响。结果显示当员工具有高变革认知时, 中庸价值取向对员工变革行为有显著促进作用; 当团队中存在高同事消极约束时, 中庸价值取向对员工变革行为有显著消极作用; 模范带头作用没有显著情景作用。研究揭示了中庸价值取向影响员工变革行为是依据情景而变化, 从而达到个体与环境的和谐。