组织行为学职场压力管理

Occupational Stress Management 职场压力管理,华中师范大学心理学院 王忠军,引言,天天谈激励，谁来管压力组织：更快速、更高效、更节省成本、更多的绩效员工：压力、倦怠、侵犯、不愉快、低度幸福感,Outline,Stress 压力的本质Theoretical perspectives 压力的理论视角Single process models 单一过程模型Dual-process models 双过程模型Resources-based perspectives 资源视角Future directions 压力管理与未来研究方向,一、Stress 压力的本质,Stress 压力,Stress 压力Process through which individuals respond to excessive environmental demands个体对刺激的适应性反应，这些刺激对个体提出了超出正常水平的心理和生理要求Stressor 压力源Any force that pushes psychological and/or physiological functioning beyond its normal range任何能够引起压力的东西，即环境刺激Strain 压力感/压力反应Undersirable stress-related outcomesStressorstrains 压力源导致压力感或压力反应例如：温州动车事故后，中国铁路系统积极寻求EAP服务,Stress process 压力的过程,一般适应综合征(general adaptation syndrome) (Hans Selye),Stress process 压力的过程,一般适应综合征(general adaptation syndrome) (Hans Selye),Stressors 压力源,Intrinsic work factors 工作的内在因素Demanding job characteristics 工作特征的要求Low autonomy or control 低度自主或自控Little feedback 较少的反馈Low skill demands or task variety 低度技能要求或任务多样性High workload 高工作负荷Working conditions 工作条件Physical conditions 物理条件Psychological conditions 心理条件Role variables 角色变量Role ambiguity 角色模糊Role conflict 角色冲突,Stressors 压力源,Interpersonal relationships人际关系Conflict with supervisors, coworkers, or clients 与上级、同事、顾客的人际冲突Perceptions of organizational politics 知觉的组织政治Career development 职业发展Job insecurity 工作不安全感Lack of advancement opportunities 缺少发展机会Organizational change 组织变革,Strains 压力反应/结果,Job-related 与工作相关的反应Job satisfaction, motivation 工作满意度、工作动机Productivity, performance 生产率、绩效Accidents, injuries 事故、伤害Turnover, absenteeism 离职、缺勤Emotion-related 与情绪相关的反应Anger 愤怒Anxiety 焦虑Depression 抑郁Frustration 挫败感Burnout symptoms 倦怠,Workload, stress and performance,厌倦和冷漠,高精力和激励,紧张和焦虑,最优工作负荷水平,绩效,高,低,低,高,工作负荷过重诱导的压力,Strains 压力反应/结果,Physiological 生理的反应Physical symptoms 心理征兆Dizziness, headache, stomach distress 头昏、头痛、胃痛Sleep disorder 睡眠紊乱Long-term effects 长期影响Coronary disease 冠心病Hypertension 高血压Illness frequency 疾病频率Behavioral 行为的反应Smoking 吸烟Substance use 物质滥用Bullying? 威胁、欺负、暴力？,Stress 压力,Sources of stress 压力源,Intrinsic work factors-job characteristics-working conditions-work load-travelRole variables-role conflict-role ambiguityInterpersonal relationships-supervisors-co-workers-customers/clientsCareer development-job security-lack of advancement-obsolete skills-change,Job-related-job satisfaction-motivation-performance-withdrawalEmotion-related-exhaustion-depression-irritabilitySelf-esteemphysiological-illness-blood pressure-heart problemsbehavioral-substance abuse-smoking,Strains 压力反应/结果,JobStress,二、Theoretical perspectives 压力的理论视角 -Single process models 单一过程模型 -Dual-process models 双过程模型 -Resources-based perspectives 资源视角,Theoretical perspectives of stress 压力研究的理论视角,Goal is to identify: 研究目标What elicit the stress process 引发压力的因素How the stress process relate stressors and strains 压力的过程/机制When such process will vary 压力过程的调节因素Three categories of theories 三种代表性的理论视角Single process perspective 单一过程视角Dual process perspective 双过程视角Resource-based perspective 资源视角,Single process perspective单一过程视角,Transactional model 交易模型 (Lazarus & Folkman, 1984)Stress as a process that describes the interaction between the person and the environment 压力是个体与环境交互作用的过程Cognitive appraisal as the focal process 认知评价是关键机制Primary appraisal 初级评价Cognitive evaluation of the environmental demand 对环境要求的认知评价Threatening? 威胁有多大？Relevant to oneself? 与个体的相关？,Single process perspective单一过程视角,Transactional model 交易模型 Secondary appraisal 次级评价Assessment of coping potential 应对潜能的评估Various coping styles to address the stressors or symptoms 采用不同应对风格Problem-focused coping 问题指向的应对Targets at the source of stress 直接聚焦压力源Emotion-focused coping 情绪指向的应对Cognitive-strategies that aimed to reduce the negative emotional effects 通过认知策略减少负性情绪影响Avoidance coping 回避应对Repress the reactions towards stressors 压制对压力源的反应,Single process perspective单一过程视角,Transactional model 交易模型 Further refinement of the appraisal process 评价过程Incorporate attribution theory (Parrew & Zellars, 1999)Identify the controllability and internality of the demandInternal + controllable = guilt + problem-focused copingInternal + uncontrollable = shame + emotion-focused copingExternal + controllable = anger + emotion-focused copingExternal + uncontrollable = frustration + emotion-focused coping,Single process perspective单一过程视角,Transactional model 交易模型Connected to the physiological model of stressAllostatic load modelAllostasis: stability through change-physiological systems that make adjustments in response to or anticipation of environmental demandsAllostatic load: prolonged exposure to demands resulting overloads the systems and resulting in pathologyDifferent coping strategies can be considered as managing the allostatic load at different levels Problem-focused: change things that trigger allostasisEmotion-focused: better management of allostasisi process,Single process perspective单一过程视角,Effort-reward imbalance (ERI) model 努力-奖励不平衡模型Exchange relationships between employee and organization 组织-员工的交换关系Employee: efforts, time, capability to effectively perform assigned work roles 员工的投入Organization: tangible rewards, recognition, and promotion for high-performance employees 组织的回报High effort + low reward 高投入+低奖励导致Emotional strain 情绪反应Activation of autonomic systems to cope with imbalance 应对不平衡的自主系统激活,Single process perspective单一过程视角,Effort-reward imbalance (ERI) model 努力-奖励不平衡模型Large number of studies showing the relationship between ERI and cardiovascular pathologyCritiqueConcerns for psychometric quality of the measureCalculating a ratio of self-reported effort and rewardDifficulty in distinguishing the effects associated with effort, reward, or the imbalance between the two studies often omit key psychological strain measures,Single process perspective单一过程视角,Job demands-control-support model 工作要求-控制-支持模型High demands + low control stress 压力：高要求+低控制High demands + high control challenge and sense of competency 高要求+高控制：挑战与胜任感Support as an additional buffer of the negative effect of high demands 支持对高要求的负面效应起缓冲作用Evidence that individual differences may be import 个体差异很重要Self-efficacy 自我效能(Schaubroeck & Merritt, 1997)Active coping 积极应对 (De Rijk et al., 1998),Dual process perspective 双过程模型,Eustress versus distress 正性/良性压力 VS 负性压力/苦恼Eustress：如升职、发表获奖演说、结婚、生子Distress：如过度的压力、不合理的时间要求、坏消息Focus on both positive and negative reactions to stressors 同时关注压力情境下的积极和消极反应,Stressors压力源,Eustress正性压力,distress负性压力,Outcomes结果,Savoring 品味,Coping 应对,Individualdifferences,Dual process perspective 双过程模型,Eustress 正性/良性压力反应 Hope, vigor, positive affect, meaningfulness, satisfaction, commitment 希望、活力、积极情感、意义感、满意、承诺distress 负性压力反应/苦恼Negative affect, alienation, frustration, burnout, anxiety 消极情感、疏离感、挫折感、耗竭感、焦虑Individual differences 个体差异Optimism 乐观Hardiness 坚韧性/耐受力 Locus of control 控制点/内控or外控Self-reliance 独立性Gender 女性更多地体验到心理压力，男性更多地体验到生理压力,Eustress vs distress: a research example 一个研究例子,Chang et al.,(2007)General model,Perceived organizational politics组织政治知觉,Job satisfaction工作满意度,Work tension工作压力,Psychological hardiness心理坚韧性,Dual process perspective 双过程模型,Hindrance versus challenge stressors 阻碍性VS挑战性压力源Hindrance stressors 阻碍性压力源Constrains or demands that impede employees work achievements and personal growth 限制员工工作成就和个人成长的因素Role stressors: perceived politics; organizational constrains 角色性压力源：政治知觉、组织限制Challenge stressors 挑战性压力源Obstacles to be overcome in order to achieve personal learning and development 战胜障碍将有利于个人学习和发展Workload: time pressure, and high levels of job responsibility 工作负荷：时间压力、高水平的工作责任,Hindrance vs challenge stressors: a research example 一个研究例子,LePine et al.(2005),Challenge stressors,Hindrance stressors,Motivation,Emotionalstrain,Performance,Hindrance vs challenge stressors: research example 另一个研究例子,Podsakoff et al.(2007),Hindrance stressors,Challenge stressors,strains,Jobsatisfaction,Organizationalcommitment,Withdrawalbehavior,Resource perspective 资源视角,Conservation of resources theory 资源保存理论ResourcesVarious items that are valued by the individuals ObjectsHouses, carsPersonal characteristicsSelf-esteem, mastery experiencesConditionsSocioeconomics status, work rolesEnergiesMoney, time,Resource perspective 资源视角,Conservation of resources theory 资源保存理论Stress is elicited when 压力产生于：There is actual loss of resources 实际的资源损耗There is potential loss of resources 潜在的资源损耗When efforts to maximize resources do not result in adequate return 扩充资源的努力没有获得足够的回报Reciprocal process linking resources and stress 资源与压力之间相互影响的过程Resources loss/threat of resources loss stress expending resources to cope with stress resource lossThus, those with a larger pool of resources are more resilient against stress 资源储备量较大的个体应对压力时更具弹性,Resource perspective 资源视角,Conservation of resources theory 资源保存理论Critique 批评/局限Broad definition of resources 对资源的定义过于宽泛Almost all aspects of the work environment can be conceptualized as “resources”Cyclical proposition between resource loss and stress is unique资源损耗与压力之间的循环论证However, research seldom provide a direct test 需要直接证据！,Dual process + resource perspective 双过程+资源观,Job demands-resources model 工作要求-资源模型Job demands 工作要求Physical, psychological, social, or organizational aspects of the job that require sustained physical and/or psychological effort or skills to copeWorkload; unfavorable physical environment; emotionally demanding interaction with clients,Dual process + resource perspective 双过程+资源观,Job demands-resources model 工作要求-资源模型Job resources 工作资源Physical, psychological, social, or organizational aspects of the job that areFunctional in achieving work goalsReduce job demands and the associated physiological and psychological costs; orStimulate personal growth, learning, and developmentautonomy; feedback; support,Dual process + resource perspective 双过程+资源观,Job demands-resources model 工作要求-资源模型,Jobresources,Jobdemands,Motivation/Engagement,EmotionalStrain,OrganizationalOutcomes,Dual process + resource perspective 双过程+资源观,Job demands-resources model 工作要求-资源模型Critique 批评Good empirical support for the mediation chain (Crawford et al., 2010)Unclear whether demands and resources interact in predicting motivation and strainRole of personal resources in the model also unclear,Jobresources,Jobdemands,Motivation/Engagement,EmotionalStrain,OrganizationalOutcomes,三、Stress Management & Future directions 压力管理与未来研究方向,General future directions 未来研究,Going back to the basics 回到基本问题上Objective assessment of the stressors 对压力源的客观测量Hours worked per week versus perceived workloadAveraged group-level perceptions 群体层面的知觉Appraisal process of stressors 压力源的评价过程Conscious（i. e., cognitive appraisal) vs. automatic (i. e., allostasis model) 有意识的过程还是自动化的过程Individual differences? 个体差异？To aggregate or not to aggregate 压力能否聚合Specific stressors versus higher-order construct 具体化的压力源还是高优先的构念,General future directions 未来研究,Establish links between stressors and organizational effectiveness 压力源与组织效能之间的关联机制Broadened criteria domain 扩大组织效能的研究领域Task performance, contextual performance, counterproductive work behaviors, safety behaviors, innovationAlternative assessment of performance 对绩效的测量Objective production rate, customer satisfactionWide range of stressors 扩大压力源的范围Need more on acute stressors in the field setting 现场中的急性压力源,General future directions 未来研究,Consider the physiological assessment 采用生理测量指标Cortisol and