The Influence of Personality Traits and Resilience on Burnout among Customer Service Representatives in a Call Centre

Kotzé, Martina; Lamb, Shannon

doi:10.1080/09718923.2012.11893074

Cited by 13 publications

(12 citation statements)

References 73 publications

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“…The importance of workforce and organisational resilience has been highlighted by Kotze and Lamb (2012), who assert that measures that increase these will help nurse leaders to make sound decisions in critical moments.…”

Section: Resiliencementioning

confidence: 99%

What the COVID-19 pandemic tells us about the need to develop resilience in the nursing workforce

2020

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Most research on resilience in healthcare systems such as the NHS is based on organisational crises, such as nurse shortages, an ageing workforce and financial restrictions. However, nursing can learn lessons from the past to consider how to become more resilient, particularly considering the 2020 COVID-19 pandemic. This article briefly looks at previous pandemics and disasters that have affected healthcare systems, as well as the 2020 COVID-19 pandemic, and considers how nurse leaders can support staff and show organisational resilience during such emergencies. The article also discusses how nurse leaders can develop their own resilience.

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Section: Resiliencementioning

confidence: 99%

What the COVID-19 pandemic tells us about the need to develop resilience in the nursing workforce

2020

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“…Second, resilience is related to adaptive functioning in work environments. For example, Kotze and Lamb () found that resilient employees in a call center relied more on their personal abilities and less on external support in responding to challenges. Carvalho, Calvo, Martin, Campos, and Castillo () demonstrated that resilience is inversely related to emotional exhaustion from work.…”

Section: Resiliencementioning

confidence: 99%

Resilience and Decision‐Making Strategies as Predictors of Career Decision Difficulties

Shin

Kelly

2015

The Career Development Quart

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The purpose of this study was to examine resilience and decision-making strategies as predictors of difficulties experienced during the career decision-making process. College students (N = 364) responded to measures of resilience, career decisionmaking strategies, and career decision difficulties. Results indicated that resilience and decision-making strategies accounted for 46% of the variance in career decision difficulties. Resilience had a greater influence on problems encountered during decision making than on problems encountered at the outset of the process. Different decision-making strategies appeared to be related to difficulties encountered at different stages of the decision-making process. For example, aspiration for an ideal occupation was positively associated only with lack of readiness. Procrastination was the only strategy related to all three decision difficulties: lack of readiness, lack of information, and inconsistent information. The results indicated the importance of decreasing procrastination at all stages of decision making and the need to promote resilience to deal with decision difficulties.

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“…There are many definitions of resilience; it is generally described as the ability of an individual to successfully adapt, maintain competent functioning, and ‘bounce-back’ from adversity and major life stressors [ 1 , 6 , 7 ]. Emotional resilience is defined as an individual’s ability to adapt to various adverse conditions while maintaining a sense of purpose, balance and positive mental and physical wellbeing [ 8 ].…”

Section: Introductionmentioning

confidence: 99%

“…Literature suggests that resilient individuals are better equipped to deal with the stressors that result from a constantly changing work environment. They are more likely to make sound decisions in critical moments, and less likely to be off sick or chose to leave the organisation due to organisational stressors saving the organisation money [ 6 ].…”

Section: Introductionmentioning

confidence: 99%

Resilience of health-care workers in the UK; a cross-sectional survey

Sull

Harland

Moore

2015

J Occup Med Toxicol

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BackgroundWorking for the UK National Health Service (NHS) requires working for organisations under financial pressures and frequent restructures, which can lead to anxiety over continuing employment and income. There are currently no studies to date that have examined the influence of personal resilience across all professions and demographics in the NHS. This study aims to quantify resilience within an NHS trust and explore the contribution of demographic variables of gender, age, years of service, pay grade, hours worked, job role, and division worked to the resilience response of employees. The study also explores the relationship between resilience levels and absence rates, as a marker for health and well-being amongst NHS staff.MethodsThis study consists of a cross-sectional on-line survey of staff employed in an NHS Trust. All trust employees were asked to complete a Resilience Scale (RS-25), and demographic questions including age, sex, length of service, NHS pay grade (banding), division, job role and number of hours worked per week. Trust level sickness absence rates were also collected during this period. Results were analysed using descriptive statistics, bivariate comparisons and chi-squared tests.ResultsData was gained from 845 employees; a significant association between gender and resilience found females scoring higher on the resilience scale; x2(5) =18.30, p < 0.05. A weak positive correlation between age and resilience found older employees displaying a higher level of resilience; r = 0.11, p <0.05. Results also suggest employees working between 18.75-37.5 hours a week have higher levels of resilience. Ancillary staff scored low on resilience compared to all other staff groups which showed moderate resilience. Clinical staff scored lower on resilience compared to both administrative staff and clinical staff with line management responsibilities. No correlations were found between absence rates and resilience.ConclusionThis study gives a snapshot of the resilience of employees in a NHS trust. It is the first of its kind to take into consideration all job roles, divisions and the banding system within a trust. The results also indicate that resilience levels may not be a mediating factor for the health and well-being of NHS staff.

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The Influence of Personality Traits and Resilience on Burnout among Customer Service Representatives in a Call Centre

Cited by 13 publications

References 73 publications

What the COVID-19 pandemic tells us about the need to develop resilience in the nursing workforce

What the COVID-19 pandemic tells us about the need to develop resilience in the nursing workforce

Resilience and Decision‐Making Strategies as Predictors of Career Decision Difficulties

Resilience of health-care workers in the UK; a cross-sectional survey

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