Comportamento vocal de teleoperadores pré e pós-jornada de trabalho

Abstract

Telemarketing operators have high indexes of vocal symptoms after the work shift, and there are no differences between pre- and post-work shift in auditory-perceptual and acoustic assessments of voice.

Relação entre as condições de trabalho e de voz autorreferidas por teleoperadores de uma central de emergência

“…The profile of the telemarketing operators surveyed in this study differs from those described in other studies (10,11,12) , which are mostly composed of female young adults with less than two years of experience in the area. Participants of the present research are predominantly men with mean age close to the end of vocal efficiency period and working time in the occupation greater than that found in the literature (11,14,18) .…”

“…Hoarse voice is among the symptoms most frequently cited in other studies with this population (1,13,15,18) . In general, hoarse voice, deep voice, and faint voice are associated mainly with the intensive use of the voice, which results in the overload of the phonatory system, affecting the vocal tract configuration and the operation of the vocal folds (12,13,15,16,23) . The sensory vocal symptoms throat clearing, dry cough, and dry throat cited by the participants were found in other studies with telemarketing operators (1,12,24) and can be justified by the fact that these professionals use their voices in inadequate environmental and organizational working conditions, e.g., constant exposure to air conditioning, which cause dryness of the laryngeal mucous membrane (12,18) .…”

“…In general, hoarse voice, deep voice, and faint voice are associated mainly with the intensive use of the voice, which results in the overload of the phonatory system, affecting the vocal tract configuration and the operation of the vocal folds (12,13,15,16,23) . The sensory vocal symptoms throat clearing, dry cough, and dry throat cited by the participants were found in other studies with telemarketing operators (1,12,24) and can be justified by the fact that these professionals use their voices in inadequate environmental and organizational working conditions, e.g., constant exposure to air conditioning, which cause dryness of the laryngeal mucous membrane (12,18) . These symptoms may also occur because telemarketing operators know very little about the professional use of the voice, such as using the voice correctly and the need for vocal rest and greater hydration, especially in an occupation where the voice is one of the main work tools (6,7,12,17) .…”

“…In addition, they usually do not receive the necessary guidance to make better use of their voice, performing various adjustments and cultivating inadequate vocal habits (10) . Consequently, scientific research in the field of voice seeking to study this population has increased considerably (11)(12)(13)(14)(15) . The conditions of the working environment in which these professionals are inserted may favor the development of WRVD symptoms, and may even generate further tissue lesions in the larynx (10) , which may affect the professional and social life of these workers.…”

“…The conditions of the working environment in which these professionals are inserted may favor the development of WRVD symptoms, and may even generate further tissue lesions in the larynx (10) , which may affect the professional and social life of these workers. Possible consequences of these changes include ineffective use of the voice, decrease in professional performance, and future labor clearance (6,12,16) . It is worth mentioning that such aspects could negatively impact on the operation and growth of enterprises.…”