Research for Preoral

7/30/2019 Research for Preoral

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ACKNOWLEDGEMENT

Sincerest thanks to the following people who in one way or

another became part of our endeavor:

To the call center agents, who employed their time out of stress

from work and for religious response to queries on the research tool

provided.

To our research adviser, Ms. Rizzelle C. Olila, for guiding us

through in completing this research and for filling us with knowledge

and support.

To our families, who helped suffice the needs in light of this

research and the unwavering support on all our undertakings.

To the librarian, Ms. Riza C. Olila, for aiding us in collecting

information to support this research.

To the researchers, for the help each other has extended and for

the fun while learning throughout the fulfillment of this research as

part of our endeavor of becoming nurses.

And above all, to our Almighty Father, for being our guiding light

who invicibly leads us to ways in attaining our goals and aspirations.

This, we dedicate for your glory!

THE

RESEARCHERS


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THEORETICAL BACKGROUND

This study will be anchored on the theory of Hans Selye (1956,

1974), a Hungarian endocrinologist, who identified physiologic aspects

of stress, which he labeled the general adaptation syndrome with. He

used laboratory animals to assess biologic system changes, the stages

of body's physical response to pain, heat, toxins, and restraint, and

later the mind's emotional response to real or perceived stressors. He

determined three stages of reaction of stress (Shiela L. Videbeck

2001). This study also uses Selyes Optimal levels of stress model as

basis.

Stress theories provide nurses with a framework for

understanding how stress affects individuals and their responses. The

ability to adopt to stress leads to conflict resolution, whereas the

inability to adapt effectively may result in physiological or mental

disorders, or even death (Keltner, Schwecke, Bostrom 2002).

Selye defined stress as wear and tear of the body. He developeda framework, the stress-adaptation theory, to explain the physiological

response to stress (Selye, 1956). Selye viewed stressors as positive or

negative occurrence, or any emotion requiring a response. Interaction

with the environment and others inevitably produces stress. The type

of response elicited depends on individual perception of the stressor.

However, Selye discovered that by objectively measuring structural

and chemical changes in the body, many individuals demonstrate thesame symptoms regardless of the stressor. These changes became

known as the general adaptation syndrome (GAS) and occur in three

stages: alarm, resistance, and exhaustion.


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The impingement of any kind of stressor on individual activates

the preparation got "fight or flight". Individuals experience increase in

alertness in order to focus on immediate task or threat, and to

mobilized resources and defenses to concentrate on particular

stressor. The levels on anxiety experienced are mild (1+) to moderate

(2+). Learning and problem solving can occur. Thus, this is called the

alarm reaction stage. If the stressor continues, or is not adaptively or

effectively resolved, individuals experience the next stage.

In this stage of resistance, individuals strive to adapt to stress.

For adaptation to occur, the use of coping and defense mechanisms is

increased. Problem solving and learning are difficult but can be

accomplished with assistance. Psychosomatic symptoms begin to

develop. The levels of anxiety experienced are moderate (2+) to

severe (3+). If individuals are overwhelmed by stressor, they

experience next stage.

Stage of exhaustion results from stress that lasts too long or is

overwhelming, or may result from individual's inability to cope. Anxiety

is experienced at the severe (3+) to panic (4+) levels. Defenses areexaggerated and dysfunctional, and the personality becomes

disorganized, thinking illogical, and decision making ineffective.

Delusions and hallucinations can occur with sensory misperception and

greatly reduced orientation to reality. Individuals may become violent,

suicidal, or may be completely immobilized. In case of immobilization,

a severe level of anxiety may occur though individuals may not appear

to be visibly anxious. Death may occur if exhaustion continues withoutintervention ( Barbara Schoen Johnson, 3rd edition)

Based on Selyes Optimal levels of stress responses are one of

our body's best defense systems against outer and inner dangers. In a

risky situation (in case of accidents or a sudden attack on life), body


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releases stress hormones that instantly make us more alert and our

senses become more focused. The body is also prepared to act with

increased strength and speed in a pressure situation. It is supposed to

keep us sharp and ready for action. Research suggests that stress can

actually increase our performance. Instead of wilting under stress, one

can use it as an impetus to achieve success. Stress can stimulate one's

faculties to delve deep into and discover one's true potential. Under

stress the brain is emotionally and biochemically stimulated to sharpen

its performance (Shiela L. Videbeck, 2010).

The approach to optimizing stress depends on the sort of stress

being experienced. Strategies to deal with short term stresses focus on

managing adrenaline to maximize performance. Short-term stresses

may be difficult meetings, sporting or other performances, or

confrontational situations. With long term stress, fatigue and high

adrenaline levels over a long period can seriously reduce your

performance. Optimising long term stress concentrates on

management of fatigue, health, energy and morale. Naturally there is

some element of overlap between these (www.ayubmed.edu.pk).


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CONCEPTUAL FRAMEWORK

General Adaptation Syndrome (GAS)

The graph shows stages that you may go through in response tosustained levels of excessive stress. At first, will face challenges with

plenty of energy. Your response will probably be positive and effective.

After a period of time, one may begin to feel seriously tired. You may

start to feel anxious, frustrated and upset. The quality of your work

may begin to suffer. As high stress continues you may begin to feel a

sense of failure and may be ill more frequently. You may also begin to

feel exploited by your organization. At this stage you may start to

distance yourself from your employer, perhaps starting to look for a

new job.

If high levels of stress continue without relief you may ultimately

experience depression, burnout, nervous breakdown, or some other


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form of serious stress related illness. Different people may move

between these stages with different speeds under different stress

conditions.

Short term stress

The graph below shows the relationship between stress and the quality

of performance when you are in situations that impose short-term

stress: Where stress is low, you may find that your performance is low

because you become bored, lack concentration and motivation. Where

stress is too high, your performance can suffer from all the symptoms

of excessive short-term stress. In the middle, at a moderate level of

stress, there is a zone of best performance. If you can keep yourself

within this zone, then you will be sufficiently aroused to perform well

while not being over-stressed and unhappy. This graph, and this zone

of optimum performance, are different shapes for different people.

Some people may operate most effectively at a level of stress that

would leave other people either bored or in pieces. It is possible that

someone who functions superbly at a low level might experience

difficulties at a high level. Alternatively someone who performs only

moderately at low level might perform exceptionally under extreme

pressure.


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www.ayubmed.edu.pk

Long term stress

The problems of long term, sustained stress are more

associated with fatigue, morale and health than with short-term

adrenaline management. The graph as shown in Fig: 2 show the way

in which performance can suffer when you are under excessive long-

term stress

www.ayubmed.edu.pk

Sustained Stress --------------- Intended Performance

__________ Actual Performance

Review of Related Literature

There was a A who researched to determine the quality of

married relationships of wives who work in call centers, particularly in

the area of their happiness and disagreements at home. The
http://www.ayubmed.edu.pk/http://www.ayubmed.edu.pk/


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researcher assumed that there was no relationship between working

shifts and relationships of married couples. The study tried to find out

the effects of work schedule on the quality of relationship among

couples working in a 24-hour environment. Through a sampling

approach, the researcher gave out questionnaires to 47 wives working

on shifts in call centers. The wives have been married for at least five

years and have no less than one child in preschool. It was gathered

that 66 percent of the entire population of respondents from this group

had at least one child. Fifty one percent of them were assigned on a

graveyard shift and 49 percent received a monthly income of P20,000-

30,000. Another 15 wives were selected for the snowball approach, 53

percent of whom had one preschool child and all married for an

average of seven years. The wives in this group worked on different

shifts: five on the morning shift, another five in the afternoon, and the

last five on graveyard shift. Forty-seven percent of the wives from this

group had a monthly salary of P20,000-30,000.

These are the results of the said study. On finances,

majority of the couples agree on the way their finances are handled.

Significantly, 31 percent of the respondents who work at night say

they have disagreements with their husbands in terms of handling the

finances. However, 60 percent still view their working shift positively

when it comes to finances. About time, interestingly, 50 percent of the

afternoon shifters, 43 percent of the graveyard shifters, and 60

percent of the flexi shifters share that they have a hard time finding

reasons to be with their husbands. Since the work hours entail coming

home late, it brings about disagreements on how the married couples

should spend their leisure times together, as expressed by 46.80

percent of the respondents. In fact, 48.93 percent of the respondents

find themselves unable to have any mutually satisfying interest to


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share with their husbands. The wives in the study rely on house

helpers and relatives to handle more of the challenges at home. On

sexual relationships, fifty-three percent from the afternoon and

graveyard shifts confess having sexual disagreements with their

spouses. Due to stress, the wives experience fatigue, leading them to

push their partners aside. On faithfulness, eighty-five percent

(85.11%) of the respondents believe that having flings is taboo but

some of the respondents (10 percent) say that it is acceptable,

whether with the opposite or same sex. Since the evident lack of

connection leads to loneliness, 48.93 percent of the respondents

sometimes consider having a better option for a partner and indicate

that they are open to choosing somebody other than their husbands,

should they have a second chance at marriage. Almost half of the

respondents (48. 94 percent) contemplate ending their marriage.

On household chores, almost 96 percent of the respondents

recognize the importance of household chores and do not think its

degrading. All of the respondents see child-rearing as a joint

responsibility.

In conclusion, the wives in the study considered

themselves to have attained marital happiness only in the aspect of

sharing household chores. Because of erratic schedules, the areas of

finance, time, sexual relationships and faithfulness were negatively

affected.

More than half of the respondents argued about money,

which was sad for the wives who entered the call center occupation

mainly for monetary reasons. Heightened disagreements were also

shared as having caused harm or violence among couples.


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The following were identified as the negative effects of a

call center job that requires a 24/7 schedule: limited time spent with

family and friends, low satisfaction level in terms of sexual

relationships of spouses, existence of flings, difficulty in managing

errands and household chores, poor communication and interaction

with the spouse, and poor health (The Philippine Star, Sept 9,2008

issue).

The revenues that call centers are giving to a certain Local

Government Unit is so promising that local leaders are encouraging

investors to put up their call centers in their particular places.

However, call center job is not a promise land for workers. With the

kind of work they have especially the scheduling of the shifts, married

couple face a great task of balancing their work and family life. "In this

industry, there is no tomorrow because Philippine Call Centers are

already operating 24/7 and serving different time zones."( Philippine

Daily Star, July 28,2008) With a graveyard shift that starts 9 p.m, just

about the time other establishments are closing and some households

are preparing a night rest, a call center agent is about to start his

regular working hours until 6 am just about the time a normal working

man or woman would wake up and start their regular working day.

The graveyard shifts, the unlikely behavior of the callers,

relationship with co-workers and company pressures such as sales

quota makes up the many job pressures a call center agent has. There

are also problems of being hooked into smoking to battle stress and

caffeine dependent to battle sleepiness. There are also issues of

morality at stake especially issues of infidelities of married call center

workers.


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Nevertheless, "The industry is also striving to provide an

even better working environment for agents in as much as call center

employees work on graveyard shift and ungodly hours." With the

demands of changing times, married individuals working as call center

agents need help not only in coping up with the demands of work and

marriage but also a reorientation towards the proper understanding of

their vocation as married man or woman. The demand of such work

and its effect to marriage is so great that cannot just be taken

haphazardly.

Call centers and their contemporary successors, contact

centers, have become a preferred and prevalent means for companies

to communicate with their customers. Most organizations with

customer contact- private companies, as well as government and

emergency services - have reengineered their infrastructure to include

from one to many call centers, either internally managed or

outsourced.

Call centers and their contemporary successors, contact

centers, have become a preferred and prevalent means for companies

to communicate with their customers. Most organizations with

customer contact private companies, as well as government and

emergency services have reengineered their infrastructure to include

from one to many call centers, either internally managed or

outsourced.

For many companies, such as airlines, hotels, retail banks,

and credit card companies, call centers provide a primary link between

customer and service provider. The call center industry is thus vast

and rapidly expanding, in terms of both workforce and economic


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scope. A recent analysts report estimates the number of agents

working in U.S. call centers to have been 1.55 million in 1999 - more

than 1.4% of private-sector employment and to be growing at a rate

of more that 8% per year 43, 140.00. In 1998, AT&T reported that on

an average business day about 40% of the more than 260 million calls

on its network were toll-free (www.columbia.edu).

No doubt Call Center is a growing business today and a

source of employment for many Filipinos. This simply shows how many

laborers they catered; a lot of family whose breadwinner is a call

center agent relies on call centers for their daily sustenance. But more

than economic gain there are hidden struggles and problems that call

center agents face especially with marital and family issues.

Call centers has a mechanistic organizational make-up.

The agents are expected to do their job with mechanical precision. In

this kind of organizational set up organizational life is often routinized

with precision demanded on clockwork. People are frequently expected

to arrive at work at a given time, performed a predetermined set of

activities, rest at appointed hours, and then resume their tasks until

work is over. In call center upon making or receiving a call agents

have a pre-determined spiel, presentation or selling skills, rebuttal or

closing skills and sales verification. An agent must memorize all these

and diligently follow such process for the whole 8 hours of work, thus,

making it a repetitious act. This type of organizational make up is

often prone to boredom and stressors. This mechanistic approach to

organization is confronted with severe limitation (a) it can create

organizational forms that have great difficulty in adapting to changing

circumstances, (b) can result to mindless bureaucracy, (c) can have

unanticipated and undesirable consequences as the interest of design


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to achieve, (d) can have a dehumanizing effects upon employees,

especially those at the lower levels of the organizational hierarchy.

"The daily experience of repetitive, intensive and stressful

work, frequently results in employee "burnout". In other words,

exhaustion. The work was characterized as "repetitive brain strain".

These descriptions are hardly surprising, in a way, given that call

centers are established by organizations to "create an environment in

which work can be standardized to create relatively uniform and

repetitious activities so as to achieve economies of scale and

consistent quality of customer service". This means, in other words,

that workplaces are organized in ways that weaken employees

autonomy and enhance the potential for management control, and "a

loss of control is generally understood to be an important indicator of

work-related stress" (www.bpoindia.org).

The primary source of stress reported is inherent to the

nature of the job: spending all day on the phone dealing with people

one after another, day after day, is difficult. Doing it under constant

pressure to keep call volumes up, with no time between calls to

"recover from an awkward call or from 'customer rejection'" is even

more difficult. And doing it with "very little authority or autonomy to

rectify problems" that arise is perhaps the most difficult of all. Second,

organizational rhetoric in inbound call centers is concerned with

'customer care', or 'keeping customers happy' (providing quality

service), yet these goals are juxtaposed with an ongoing pressure to

keep call times down and call volumes up.

Third, stressor is the performance target. There are

various types of targets, which may vary between inbound and


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outbound centers. Inbound centers typically have targets for call

duration, 'wrap time', and daily call volume. Outbound centers often

also have sales or 'completion' targets, which are closely monitored

and upon which pay may be partially based. In addition, in some

sectors, inbound call centers are attempting to introduce the practice

of cross selling, where agents attempt to sell additional products to the

customers who call in for another purpose. In these centers, sales

targets similar to those in outbound centers are often in place. "The

question of how call center employees deal with stress is an important

one, particularly in view of evidence that a build-up of stress leads to

illness, absenteeism and turnover," writes Houlihan

(www.bpoindia.org).

Other than the stressors mentioned there are other health

issues that came along with the job in call centers. This includes; (a)

sleeping disorders, obviously this affects first timers more severely, as

they take time to adjust their biological clocks, but even experienced

people or managers are not able to completely escape from it. Some

call centers are looking at devising innovative mechanisms like flexible

shifts with sleeping arrangements in the office premises as possible

solutions, (b) Digestive system sleeping disorder, working long and

odd hours without any sleep, and eating food supplied by external

caterers everyday, has led to 41.9% of the respondents suffering from

digestive problems, (c) depression, (d) severe stomach problem, (e)

eyesight problems due to long exposure to computers, (f) ear

problems this is due to prolong use of earphones. Other human related

issues at call center includes (a) personal habits, specifically smoking,

alcoholism and caffeine dependency, (b) discipline and behavior, (d)

cases of immorality and infidelity especially to those who are married

(http://gilyann-urstoff.blogspot.com).


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Statement of the Problem


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The main purpose of this study is to study the quality of

relationship between stress exhaustion and work performance of

married call center agents in IT Park, Lahug, Cebu City based on the

following aspects ; economic, social, emotional, physical, sexual and

spiritual.

Specifically, the research study aimed to answer the following

questions :

1. What is the profile of call center agents as to :

a) age

b) sex

c) length of marriage

d) number of children

e) age of children

f) work of the spouse

g) educational attainment

2. What are the extent of stress exhaustion of call center agents on

marriage in the following aspects as:

a) Economic needs

b) Social needs

c) Emotional needs


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d) Physical needs

e) Spiritual needs

3. How does the job of a call center agent affect the ff :

a) Work Performance

b) Marriage ( relationship with spouse )

4. What are the perceived ways by call center agents to reduce stress

caused by call center job in order to maintain/ improve healthy

marriage ?

Statement of Null Hypothesis


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The following hypotheses were formulated:

1. There is no significant difference on the extent of stress exhaustion

of call center job on marriage of call center agents based on the (a)

economic, (b) social, (c) emotional, (d) physical, (e) sexual and (f)

spiritual needs of the respondents.

2. There is no significant difference on call center agents

understanding on how her work as a call center agent affects her

performance and marriage.

SIGNIFICANCE OF THE STUDY


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STUDENT RESEARCHERS: This study will allow us to know how the

work of a call center agent affects their marital and family life and how

they look at it as though a threat or beneficial to social, emotional,

physical and spiritual aspects. This will give us the knowledge on

relevant things a person should know about call center job.

STUDENT NURSES: This studies disseminates a guide in relevance to

the trend of modern technology with the rise of call center industry in

our country. As advocates of health, it is their concern to be mindful of

health and social issues and threats. This study will aid them to keep

themselves reminded with the importance of health and that

information they may get from this material will be useful not just

form them but to people surrounding them as well.

FUTURE RESEARCHERS: To serve as basis on their future studies and

to provide vital ideas with the topic discussed herewith. This brings

them ideas on the flow of doing a research and it opens a gateway for

them to dig into further ideas with the help of research materials and

media nowadays. Also, to make themselves useful in promulgating

ways to eradicate or alleviate the downside effects of stress exhaustion

which is prominently experienced by call center agents.

CALL CENTER COMPANIES : To be reminded that aside from

customers, their employees give light to their business and that it is

vital to be mindful of the possible stress that the agents may

experience related to work. This study can help them find new ways or

continue the beneficial ways of not just maintaining the number of the

employees but also maintaining their optimal state of health to

maintain or improve performance.


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CALL CENTER AGENTS : To be aware of any possible means of having

stress related to work and to establish ways of coping them especially

for the married call center agents who are considered having two main

priorities, home and work. This may allow them to provide doable

ways to manage stress related to work performance.

RESEARCH METHODOLOGY


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RESEARCH DESIGN

Questionnaires and checklists were used as main source of data

in the survey. It was to find out what the facts were with respect to

condition. It analyzed, participated and reported the present status of

a particular group.

The assessment showed current conditions of call center agents

with regards to work and marriage.

RESEARCH ENVIRONMENT

This study will be conducted at IT Park, Lahug, Cebu City which

is the business ground for call centers in the Province of Cebu.

RESEARCH RESPONDENTS

The subjects of the study were call center agents who work in

different call centers particularly from Convergys Inc., Qualfon Inc.,

Stream Global Services Inc. and Xlibris Publishing, Inc. The

respondents were given questionnaires to be answered. They were

instructed on how to answer questions correctly. The researchers

assured that the confidentiality of the details was well- established.

RESEARCH INSTRUMENT


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Questionnaires formed by the researchers will be used in data

gathering which contains the profile of the respondents such as age,

gender, civil status. Some parts of the questionnaire asks them to

supply answers on how they are affected by stress at work as married

call center agents.

RESEARCH PROCEDURE

Data Gathering :

A letter of transmittal was presented to the Dean of the College

of Nursing of Cebu Sacred Heart College, Talisay City, Cebu asking

permission to conduct this research. As the letter was approved, the

survey was conducted. Respondents were given ample instructions and

time in answering the tool. Responses on each situation were

tabulated and results were calculated.

Treatment of Data :

The statistical tool and technique used to ensure a valid and

systematic presentation. Analysis and interpretation of data is

percentage.

The percentage will be computed using the formula:


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P = F x 100

N

Where :

P= Percentage N= No. of Respondents

F= Frequency 100= Constant Value to be multiplied

Definition of Terms


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impingement is the interruption or striking of something just like an

impingement of privacy

fight or flight it is also called as hyperarousal wherein animals react

to threats with a general discharge of the sympathetic nervous

system, priming the animal or fighting or fleeing

psychosomatic symptoms- theseare symptoms which have

psychological roots rather than physical causes and people having this

may experience changes in eating habits, such as overeating or loss of

appetite, difficulty concentrating or remembering things, fatigue or

lack of energy, feelings of hopelessness, guilt or worthlessness

nervous breakdown are signs that you have reached your limit, not

that youre going mad but you are at breaking point or completely

stressed out

child-rearing- is the nurturing with care, love and guidance given by a

parent

ungodly hours- is a term used for excessive or exaggerated time for

work especially to call center agents who work at night and have

overtime sometimestoll free- means that the charge of the call is free for the calling party,

and instead the telephone carrier charges the called party for the cost

of the call.

Routinized- means to develop into a regular procedure

Rhetoric- is the skill in the effective use of speech

Juxtaposed- is to place side by side or make a contrast on something

Biological clocks is a mechanism in organisms that controls theperiodicity of various functions or activities or activities, such as

metabolic changes, sleep cycles

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