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Publication
Análise custo-benefício de um programa de gestão de stress numa população de controladores de tráfego aéreo
Authors
Abstract(s)
O programa CISM (Critical Incidente Stress Management) foi concebido para lidar
com o fenómeno do stress de incidente crítico. O principal objectivo deste programa é mitigar
os efeitos do stress decorrente de um incidente crítico e devolver o sujeito ao seu normal nível
de proficiência. O presente trabalho pretende constatar os benefícios do programa CISM
numa população de controladores de tráfego aéreo. Para tal, foram desenvolvidos dois estudos
utilizando medidas distintas. No primeiro estudo, foram utilizadas medidas psicológicas e
hipotizou-se de que não haveria diferenças significativas entre grupos (um que recorreu ao
programa CISM e outro grupo que não recorreu) ao nível do auto descrição de sintomas
físicos após a ocorrência de um incidente crítico; que não haveria diferenças significativas
entre grupos ao nível do auto descrição da performance imediatamente a seguir à ocorrência
de um incidente crítico; e que haveria diferenças significativas entre grupos ao nível da
performance hoje em dia. O segundo estudo implicando medidas económicas sendo
constituído por uma hipótese e dois objectivos. A primeira hipótese postula que o absentismo
antes da implementação do programa deverá ser superior ao absentismo após a
implementação do programa. O primeiro objectivo refere que o programa CISM deverá
resultar em poupança em absentismo para a organização. Quanto ao segundo objectivo, este
prevê que o programa CISM resulte no retorno do investimento em si depositado.
Para o primeiro estudo foram efectuadas MANOVAS para a confirmação das
hipóteses, tendo sido comprovado que não existem diferenças significativas entre grupos no
auto descrição de sintomas de stress imediatamente após a ocorrência de um incidente crítico
(p.<0,327); não existem diferenças significativas no auto descrição da performance
imediatamente após a ocorrência de um incidente crítico (p.<0,401); e contrariamente ao que
era esperado pela equipa de investigação não existem diferenças significativas entre grupos
nas medidas auto descritivas da performance hoje em dia (p.<0,575). Quanto ao segundo
estudo ficou comprovado o decréscimo do absentismo e que os custos com o mesmo antes do
programa CISM são superiores aos custos após a implementação do programa, com custo
médios anuais de 327.403,03 € e 249.191,13€ respectivamente. Também ficou estabelecido
que o programa CISM permitiu à organização uma poupança na ordem dos 1.184.903,22€. O
programa CISM teve na organização em estudo um retorno do investimento de cerca de
979.685,02€. Apesar da relação entre stress e produtividade estar amplamente confirmada na
literatura não se conseguiu estabelecer neste trabalho a ponte entre stress, produtividade e os
efeitos do programa CISM. Este trabalho levanta algumas questões teóricas e metodológicas,
como a prevalências de medidas económicas sobre as medidas psicológicas em contextos de
alta desejabilidade social.
ABSTRACT: The CISM (Critical Incident Stress Management) was conceived to deal with critical incident stress phenomenon. The principal goal of this program is to mitigate the effects of stress resulting of a critical incident and to lead the individual to his/her normal level of performance. This work pretend to find the benefits of CISM program in an air traffic controllers population. To do so, have been developed tow studies using different measures. In the first study have been used psychological measures and was built the hypothesis that there would not exist significant differences between the groups (one group have recurred to program CISM and the other don’t) in the self description of symptoms of stress that occur immediately after a critical incident; that would not exist differences between groups in the self descriptions of performance immediately after the occurrence of a critical incident, and would exist differences between groups in the self descriptions of performance nowadays . The second study, that implies economic measures, is constituted by one hypothesis and two objectives. The first hypothesis is that the absenteeism before CISM should be bigger than absenteeism after CISM. The first objective refers that program CISM should result in economic save for the organizations in study. And finally, the second objective predicts that the program CISM should result in return of the investment applied in itself. For the first study have been made MANOVAS to confirm the hypothesis. It was proved that there are no significant differences between groups in the self descriptions of stress symptoms immediately after the occurrence of a critical incident (p.<0,327); there are no differences in self description of performance immediately after a critical incident (p.<0,401); there are not significant differences in the self description of performance today (p.< 0,575). In the second study was proved that absenteeism decrease. Was proved too that costs before the program’s implementation were higher than the costs after the CISM implementation, with annual means of 327.403,03 € and 249.191, 13€, respectively. There was confirmed that the program CISM was contributed for organizational savings that achieved the 1.184.903, 22€. The CISM program had a return of investment of 979.685, 02€. Although the relationship between stress and performance was confirmed in literature, in this study we can´t established the relationship between stress, productivity and program’s CISM effects. This study raises some methodological and theorical issues, like the prevalence of economic measures above psychological measures in contexts of high social desirability.
ABSTRACT: The CISM (Critical Incident Stress Management) was conceived to deal with critical incident stress phenomenon. The principal goal of this program is to mitigate the effects of stress resulting of a critical incident and to lead the individual to his/her normal level of performance. This work pretend to find the benefits of CISM program in an air traffic controllers population. To do so, have been developed tow studies using different measures. In the first study have been used psychological measures and was built the hypothesis that there would not exist significant differences between the groups (one group have recurred to program CISM and the other don’t) in the self description of symptoms of stress that occur immediately after a critical incident; that would not exist differences between groups in the self descriptions of performance immediately after the occurrence of a critical incident, and would exist differences between groups in the self descriptions of performance nowadays . The second study, that implies economic measures, is constituted by one hypothesis and two objectives. The first hypothesis is that the absenteeism before CISM should be bigger than absenteeism after CISM. The first objective refers that program CISM should result in economic save for the organizations in study. And finally, the second objective predicts that the program CISM should result in return of the investment applied in itself. For the first study have been made MANOVAS to confirm the hypothesis. It was proved that there are no significant differences between groups in the self descriptions of stress symptoms immediately after the occurrence of a critical incident (p.<0,327); there are no differences in self description of performance immediately after a critical incident (p.<0,401); there are not significant differences in the self description of performance today (p.< 0,575). In the second study was proved that absenteeism decrease. Was proved too that costs before the program’s implementation were higher than the costs after the CISM implementation, with annual means of 327.403,03 € and 249.191, 13€, respectively. There was confirmed that the program CISM was contributed for organizational savings that achieved the 1.184.903, 22€. The CISM program had a return of investment of 979.685, 02€. Although the relationship between stress and performance was confirmed in literature, in this study we can´t established the relationship between stress, productivity and program’s CISM effects. This study raises some methodological and theorical issues, like the prevalence of economic measures above psychological measures in contexts of high social desirability.
Description
Dissertação de Mestrado apresentada ao ISPA - Instituto Universitário
Keywords
Stress CISM Produtividade Controlo de tráfego aéreo Análise Custo-benefício Stress CISM Productivity Air traffic control Cost-benefit analysis