dc.contributor.author | Kariuki, Anastasia W | |
dc.date.accessioned | 2013-11-26T06:35:43Z | |
dc.date.available | 2013-11-26T06:35:43Z | |
dc.date.issued | 2013-11 | |
dc.identifier.citation | Kariuki,Anastasia W.;November,2013.Employee Perception Of The Effectiveness Of Occupationalstress Management Programmes At The Safaricom Call Centre. | en |
dc.identifier.uri | http://erepository.uonbi.ac.ke:8080/xmlui/handle/123456789/60322 | |
dc.description.abstract | Occupational stress is manifested in the physiological and emotional responses that occur
when employees are unable to cope with the work life imbalances. Work challenges can
have positive or negative impact on employee health and safety and flexible work
schedules have the potential of improving employee satisfaction and reducing stress. Call
centre work has a high level of monitoring, with unpredictable traffic peak of calls. This
significantly increases the risk of suffering from stress. Work related stress when well
managed can increase productivity of employees and the entire organization. it is also
important to realize that the costs of stress can be extremely high hence the need to
manage it effectively. This study intended to establish the employee perception of the
effectiveness of occupational stress management programmes at the Safaricom Limited
call centre. This was a descriptive survey design study. The population was 1459 staff
from whom a sample size of 200 employees was selected using stratified sampling
design. Primary data was collected using semi structured questionnaires which were selfadministered.
The results from the data analysis indicated that occupational stress in the
call centre can be effectively managed in various ways. These included allocating
employees their preferred shifts, salary increments, fairness in doing the quality
assessments and transparency when dealing with promotions.Respondents provided their
opinions based on their feelings and this was a major limitation to the study as they
would be biased in their answers. It recommended that over time a related study would be
be carried out to assess the effectiveness of occupational stress management programmes
at Safaricom Limited or in related telecommunication industry to. The study concludes
that occupational stress management programmes were very significant in motivating the
employees and identifying employee needs. Safaricom management highly valued
occupational stress management and worked towards its effective management.
occupational stress management was mostly done through coaching and training on
emotional management, implementation of work schedules that help improve work life
balance and establishment of policies that assist to motivate the employees. | en |
dc.language.iso | en | en |
dc.publisher | University of Nairobi | en |
dc.title | Employee Perception of the Effectiveness of Occupational Stress Management Programmes at the Safaricom Call Centre | en |
dc.type | Thesis | en |
local.publisher | School of Business | en |