3. Electronic Theses and Dissertations (ETDs) - All submissions
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Item Analyses of experiences of vicarious traumatisation in short-term insurance claims workers(2013-09-05) Ludick, MarneThe research entailed a comprehensive study of vicarious trauma in short-term insurance claims workers, compared to trauma counsellors and a control group of holiday booking consultants. A well-known, comprehensive model of compassion fatigue/secondary traumatic stress, developed for therapists formed the basis of the study. The research attempted to determine whether this model can be applied more widely to include administrative populations exposed to traumatised clients on a regular basis. To this end, the model was deconstructed into its eleven constituent parts and each element was investigated in addition to other variables of interest to the study. This was done to determine the importance and applicability of each model element and other selected variables to the administrative context. A mixed methods approach was utilised, which combined quantitative and qualitative data. The results yielded by the study were collectively utilised to construct an etic and an emic voice from the research. At the same time, effects from vicarious trauma were considered from an overarching bio-psychosocial stance, systematically gauging effects on various levels of functioning. Scores from quantitative measures on secondary traumatic stress, negative cognitive schemas, empathy, social support and compassion satisfaction were statistically analysed, which revealed significant differences between the worker groups. Widely accepted relationships between the study variables were tested and found to hold true within and across groups. Regression analysis determined the roles of empathy, social support and compassion satisfaction in vicarious trauma, as measured by secondary traumatic stress and negative cognitive schemas. In addition, constructivist selfdevelopment theory was employed to interpret the negative cognitive effects from vicarious traumatisation. Qualitative data were utilised to further elucidate the role and nature of vicarious trauma in each of the worker groups. The themes of exposure to client suffering, detachment, level of empathic engagement, personal trauma history and difficult life demands were unearthed from the qualitative data, which illuminated the importance and role of each of these elements to claims workers. Other areas of interest, being utilisation of sick-leave as a means to cope, work-related illness, attitudes towards professional counselling, feelings evoked by traumatised clients, and the language utilised by workers in response to client traumata were investigated. Further effects on participants as well iv as effects that reach beyond the person were identified and examined. Effects on the social and work contexts were also elucidated. Finally, interesting themes that emerged spontaneously from the data were considered. The consideration of the various model elements and other areas of interest systematically revealed that administrative workers dealing with traumatised clients are also affected by the process of vicarious trauma. Furthermore, the model was found to be largely suitable to the context of claims workers. However, the model was expanded to augment its usability within the more general administrative domain. Finally, the overarching aim was to enrich, contextualise and elaborate on the experiences of claims workers within their unique work context, to facilitate insight and a deeper understanding of vicarious trauma in more administrative populations that have largely been overlooked in research.Item Images of performance management: a call centre case study(2008-03-06T11:43:50Z) Ngidi, Zandile SanelisiweABSTRACT The call centre environment has become an interesting new venue for research into organisational issues, having grown extensively both internationally and in South Africa, thus playing a crucial role in most industries. In call centres where high value is placed on the meeting of targets and metrics, performance management is crucial. There are numerous differing definitions when it comes to what exactly performance management is, what these definitions have in common however is that they include one or more of the following eight constructs: control; alignment with organisational strategies; the achievement of overall goals and objectives; rewards; training; development; appraisal and motivation (Fisher, Katz, Miller and Thatcher, 2003; Amaratunga, and Baldry, 2002; Noe, Hollenbeck, Gerhart and Wright, 2003). Perceptions and definitions of performance management may vary between agents, supervisors and managers. In order to determine what perceptions employees at different levels held of performance management in call centres, the exploration of metaphors was employed as they are thought to provide a basis for uncovering perceptions, attitudes and feelings which were previously subconscious or not articulated. The aim of this research was thus to determine: what images employees use to define performance management; what similarities and differences exist in the images and definitions used by employees from different levels within the organisation; and how the images and definitions relate to constructs used to define performance management in the literature. Interviews were conducted with 18 call centre agents, 6 supervisors and 3 managers. The results revealed that employees used both negative and positive images to describe performance management, some of the images did relate to some of the eight constructs, and perceptions of performance management differed according to organisational position with supervisors and managers using more positive images to describer performance management.