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Publication
A influĂȘncia da inteligĂȘncia emocional no stress ocupacional em colaboradores de uma empresa de contact center
Authors
Abstract(s)
O objectivo da presente investigação foi estudar a relação entre a inteligĂȘncia
emocional (capacidade de gerir as emoçÔes próprias e dos outros) e o stress ocupacional
(stress originado pelo trabalho) numa amostra de 495 colaboradores de uma empresa de
contact center. A pertinĂȘncia da amostra centra-se, essencialmente, na sua elevada propensĂŁo
ao stress devido Ă existĂȘncia de procedimentos rĂgidos, Ă falta de autonomia, Ă insegurança
contratual e Ă s elevadas exigĂȘncias emocionais derivadas do constante contacto com o cliente
(Chambel & Castanheira, 2010). Assim, pretende-se estudar formas alternativas de
minimização das percepçÔes de stress por parte dos trabalhadores. Para o efeito, foram
aplicados dois questionĂĄrios: um relativo Ă inteligĂȘncia emocional (desenvolvido por Rego e
Fernandes [2005] e baseado no modelo de Goleman) e outro foi o âQuestionĂĄrio relativo ao
ConteĂșdo do Trabalhoâ (desenvolvido por Karasek et al. [1998], tendo por base teĂłrica o
modelo exigĂȘncia/controlo do mesmo autor). Posteriormente, foram validadas as suas
qualidades mĂ©tricas e foram desenvolvidas seis regressĂ”es lineares mĂșltiplas no sentido de
verificar as relaçÔes entre as dimensĂ”es do stress ocupacional e da inteligĂȘncia emocional
anteriormente identificadas. Contudo, apesar de explicarem uma percentagem muito reduzida
da variùncia total das dimensÔes do stress, pode-se afirmar que os conceitos estudados estão
efectivamente correlacionados, apesar de as dimensÔes de stress serem também influenciadas
por muitos outros factores que nĂŁo a IE. Assim, a hipĂłtese sob estudo foi confirmada, sendo a
presente investigação um ponto de partida para novas investigaçÔes na årea. Neste sentido,
foram discutidos os resultados obtidos, as suas implicaçÔes e sugestÔes para futuras
investigaçÔes.
ABSTRACT: This research examines the relationship between emotional intelligence (the ability to manage oneâs own and otherâs emotions) and occupational stress (work-generated stress) in a sample of 495 contact center employees. The relevance of the sample focuses on its high tendency to stress due to rigid procedures, lack of autonomy, contractual uncertainty and the high emotional demands arising from the constant contact with clients (Chambel & Castanheira, 2010). Thus, this research intends to study alternative ways to minimize stress perceptions amongst employees. For this purpose, two questionnaires were applied: one related to emotional intelligence (developed by Rego and Fernandes [2005] and based on Golemanâs mixed model) and the other was the âJob Content Questionnaireâ (designed by Karasek et al. [1998] and based on their demand/control model). Subsequently, the psychometric qualities of both questionnaires were validated and six multiple regression analyses were developed in order to verify the relationship between the previously identified dimensions of occupational stress and emotional intelligence. However, despite explaining a small percentage of stress total variance, it can be stated that the concepts are actually correlated, although stress dimensions can be explained by a large number of other variables. Thus, the hypothesis was confirmed and this study can be a starting point for further research. Finally, the results, implications and future research were discussed.
ABSTRACT: This research examines the relationship between emotional intelligence (the ability to manage oneâs own and otherâs emotions) and occupational stress (work-generated stress) in a sample of 495 contact center employees. The relevance of the sample focuses on its high tendency to stress due to rigid procedures, lack of autonomy, contractual uncertainty and the high emotional demands arising from the constant contact with clients (Chambel & Castanheira, 2010). Thus, this research intends to study alternative ways to minimize stress perceptions amongst employees. For this purpose, two questionnaires were applied: one related to emotional intelligence (developed by Rego and Fernandes [2005] and based on Golemanâs mixed model) and the other was the âJob Content Questionnaireâ (designed by Karasek et al. [1998] and based on their demand/control model). Subsequently, the psychometric qualities of both questionnaires were validated and six multiple regression analyses were developed in order to verify the relationship between the previously identified dimensions of occupational stress and emotional intelligence. However, despite explaining a small percentage of stress total variance, it can be stated that the concepts are actually correlated, although stress dimensions can be explained by a large number of other variables. Thus, the hypothesis was confirmed and this study can be a starting point for further research. Finally, the results, implications and future research were discussed.
Description
Dissertação de Mestrado apresentada ao ISPA - Instituto Universitårio
Keywords
InteligĂȘncia emocional Stress ocupacional Colaboradores de call center Emotional intelligence Occupational stress Call center employees