Cooperating,reflecting, making open and meta-dialogue — Outline of a systemic approach on constructivist grounds

In this paper the authors first describe the theoretical background of their constructivist approach to therapy: the Kiel-Meyn-Consultation-Model. They then outline their guidelines “cooperating, reflecting, making open” for interviewing, briefly describe the “meta-dialogue” and point out some basic helpful attitudes consultants can hold. Annotated excerpts from a consultation are then presented to give an idea of how the model works. The paper closes with summaries of follow-up sessions and their evaluation by the therapist.     

Work motivation, organisational identification, and well-being in call centre work

Previous work has not considered the interplay of motivational forces linked to the task with those linked to the social identity of employees. The aim of the present study is to combine these approaches. Two studies with call centre agents (N=211, N=161) were conducted in which the relationships of objective working conditions (e.g., inbound vs. outbound work), subjective measures of motivating potential of work, and organisational identification were analysed. Job satisfaction, turnover intentions, organisational citizenship behavior (OCB), health complaints, and burnout were assessed as indicators of the agents' work motivation and well-being. In both studies it was found that objective working conditions substantially correlated with subjective measures of work motivation. Moreover, employees experiencing a high motivating potential at work reported more OCB, higher job satisfaction, and less turnover intentions. As hypothesized, organisational identification was a further independent predictor of job satisfaction, turnover intentions, OCB, and well-being. Highly organisationally identified employees report higher work motivation and more well-being. Additionally, interactions between the motivating potential and organisational identification were found. However, all the results indicate that interventions seeking to enhance work motivation and well-being in call centres should improve both the motivating potential of the job and organisational identification. These two factors combined in an additive way across both studies.     

Kognitive Balance und Arbeitsplatzwechsel. Der Einfluss informeller Sozialbeziehungen auf Vertrauensverluste und Anschlusskündigungen kritisch-loyaler Mitarbeiter

This article uses a concrete example of an employee–s notice of employment termination which lead to another notice of termination of his colleague, to explore the factors which lead to such extremely un-satisfactory working conditions. The balance theory of Fritz Heider is used as an explanatory basis. Using a model, the effects of a resignation of an employee on the attitude and behavior of a colleague, with whom a positive emotional relation exists, are described. This colleague resigned after a while although he had a normal relationship to the company and although the company did not in any way violate his existing contract. Modeling this situation we can show that an imbalanced relationship structure between the two colleagues and the company can entail a notice of termination given by a loyal and well-educated employee, who has no direct conflicts with his company.     

A Test of Basic Assumptions of Affective Events Theory (AET) in Call Centre Work1

Based on data from 2091 call centre representatives working in 85 call centres in the UK, central assumptions of affective events theory (AET) are tested. AET predicts that specific features of work (e.g. autonomy) have an impact on the arousal of emotions and moods at work that, in turn, co‐determine job satisfaction of employees. AET further proposes that job satisfaction is an evaluative judgement that mainly explains cognitive‐based behaviour, whereas emotions and moods better predict affective‐based behaviour. The results support these assumptions. A clear separation of key constructs (job satisfaction, positive and negative emotions) was possible. Moreover, correlations between several work features (e.g. supervisory support) and job satisfaction were, in part, mediated by work emotions, even when controlling for gender, age, call centre type (in‐house versus outsourced centres) and call centre size. Predictions regarding consequences of satisfaction and affect were partly corroborated as continuance commitment was more strongly related to job satisfaction than to positive emotions. In addition, affective commitment and health complaints were related to both emotions and job satisfaction to the same extent. Thus, AET is a fruitful framework for explaining why and how specific management strategies used for designing work features influence important organizational attitudes and well‐being of employees.     

Four models of the public sphere in modern democracies

Theory and Society -     

How Do Individuals Apply Risk Information When Choosing Among Health Care Interventions?

A sample of 3,201 Danes was subjected to personal interviews in which they were asked to state their preferences for risk-reducing health care interventions based on information on absolute risk reduction (ARR) and relative risk reduction (RRR). The aim of the study was to measure the relative weighting of different types of risk information under various circumstances. The effect of presenting questions, and of explicitly formulating RRR, was analyzed. A preference for increases in RRR was demonstrated. There was a stronger inclination to choose the intervention that offered the highest RRR if RRR was explicitly stated. Individuals with more than 10 years of schooling also demonstrated a preference for increased ARR, but only when facing individually framed choices. In a social choice context, preferences for RRR remained intact, but the magnitude of ARR had no impact on choices. Results imply that social framing may induce a propensity to prefer interventions that target high-risk populations. Those respondents who had received < or = 10 years of schooling demonstrated preferences for RRR but not ARR, and no impact of social framing was observed.