管理心理学之职场压力管理

OccupationalStressManagement

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OutlineStress压力的本质Theoreticalperspectives压力的理论视角Singleprocessmodels单一过程模型Dual-processmodels双过程模型Resources-basedperspectives资源视角Futuredirections压力管理与未来研究方向一、Stress压力的本质

Stress压力Stress压力Processthroughwhichindividualsrespondtoexcessiveenvironmentaldemands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Anyforcethatpushespsychologicaland/orphysiologicalfunctioningbeyonditsnormalrange任何能够引起压力的东西，即环境刺激Strain压力感/压力反应Undersirablestress-relatedoutcomesStressor→strains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Stressprocess压力的过程一般适应综合征(generaladaptationsyndrome)(HansSelye)Stressprocess压力的过程一般适应综合征(generaladaptationsyndrome)(HansSelye)Stressors压力源Intrinsicworkfactors工作的内在因素Demandingjobcharacteristics工作特征的要求Lowautonomyorcontrol低度自主或自控Littlefeedback较少的反馈Lowskilldemandsortaskvariety低度技能要求或任务多样性Highworkload高工作负荷Workingconditions工作条件Physicalconditions物理条件Psychologicalconditions心理条件Rolevariables角色变量Roleambiguity角色模糊Roleconflict角色冲突Stressors压力源Interpersonalrelationships人际关系Conflictwithsupervisors,coworkers,orclients与上级、同事、顾客的人际冲突Perceptionsoforganizationalpolitics知觉的组织政治Careerdevelopment职业发展Jobinsecurity工作不安全感Lackofadvancementopportunities缺少发展机会Organizationalchange组织变革Strains压力反应/结果Job-related与工作相关的反应↓Jobsatisfaction,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Burnoutsymptoms倦怠Workload,stressandperformance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Physicalsymptoms心理征兆Dizziness,headache,stomachdistress头昏、头痛、胃痛Sleepdisorder睡眠紊乱Long-termeffects长期影响Coronarydisease冠心病Hypertension高血压Illnessfrequency疾病频率Behavioral行为的反应Smoking吸烟Substanceuse物质滥用Bullying?威胁、欺负、暴力？Stress压力Sourcesofstress压力源Intrinsicworkfactors-jobcharacteristics-workingconditions-workload-travelRolevariables-roleconflict-roleambiguityInterpersonalrelationships-supervisors-co-workers-customers/clientsCareerdevelopment-jobsecurity-lackofadvancement-obsoleteskills-changeJob-related-jobsatisfaction-motivation-performance-withdrawalEmotion-related-exhaustion-depression-irritabilitySelf-esteemphysiological-illness-bloodpressure-heartproblemsbehavioral-substanceabuse-smokingStrains压力反应/结果JobStress二、Theoreticalperspectives

压力的理论视角

-Singleprocessmodels单一过程模型

-Dual-processmodels双过程模型

-Resources-basedperspectives资源视角Theoreticalperspectivesofstress

压力研究的理论视角Goalistoidentify:研究目标Whatelicitthestressprocess引发压力的因素Howthestressprocessrelatestressorsandstrains压力的过程/机制Whensuchprocesswillvary压力过程的调节因素Threecategoriesoftheories三种代表性的理论视角Singleprocessperspective单一过程视角Dualprocessperspective双过程视角Resource-basedperspective资源视角Singleprocessperspective

单一过程视角Transactionalmodel交易模型

(Lazarus&Folkman,1984)Stressasaprocessthatdescribestheinteractionbetweenthepersonandtheenvironment压力是个体与环境交互作用的过程Cognitiveappraisalasthefocalprocess认知评价是关键机制Primaryappraisal初级评价Cognitiveevaluationoftheenvironmentaldemand对环境要求的认知评价Threatening?威胁有多大？Relevanttooneself?与个体的相关？Singleprocessperspective

单一过程视角Transactionalmodel交易模型Secondaryappraisal次级评价Assessmentofcopingpotential应对潜能的评估Variouscopingstylestoaddressthestressorsorsymptoms采用不同应对风格Problem-focusedcoping问题指向的应对Targetsatthesourceofstress直接聚焦压力源Emotion-focusedcoping情绪指向的应对Cognitive-strategiesthataimedtoreducethenegativeemotionaleffects通过认知策略减少负性情绪影响Avoidancecoping回避应对Repressthereactionstowardsstressors压制对压力源的反应Singleprocessperspective

单一过程视角Transactionalmodel交易模型Furtherrefinementoftheappraisalprocess评价过程Incorporateattributiontheory(Parrewé&Zellars,1999)IdentifythecontrollabilityandinternalityofthedemandInternal+controllable=guilt+problem-focusedcopingInternal+uncontrollable=shame+emotion-focusedcopingExternal+controllable=anger+emotion-focusedcopingExternal+uncontrollable=frustration+emotion-focusedcopingSingleprocessperspective

单一过程视角Transactionalmodel交易模型ConnectedtothephysiologicalmodelofstressAllostaticloadmodelAllostasis:stabilitythroughchange-physiologicalsystemsthatmakeadjustmentsinresponsetooranticipationofenvironmentaldemandsAllostaticload:prolongedexposuretodemandsresultingoverloadsthesystemsandresultinginpathologyDifferentcopingstrategiescanbeconsideredasmanagingtheallostaticloadatdifferentlevelsProblem-focused:changethingsthattriggerallostasisEmotion-focused:bettermanagementofallostasisiprocessSingleprocessperspective

单一过程视角Effort-rewardimbalance(ERI)model努力-奖励不平衡模型Exchangerelationshipsbetweenemployeeandorganization组织-员工的交换关系Employee:efforts,time,capabilitytoeffectivelyperformassignedworkroles员工的投入Organization:tangiblerewards,recognition,andpromotionforhigh-performanceemployees组织的回报Higheffort+lowreward→高投入+低奖励导致Emotionalstrain情绪反应Activationofautonomicsystemstocopewithimbalance应对不平衡的自主系统激活Singleprocessperspective

单一过程视角Effort-rewardimbalance(ERI)model努力-奖励不平衡模型LargenumberofstudiesshowingtherelationshipbetweenERIandcardiovascularpathologyCritiqueConcernsforpsychometricqualityofthemeasureCalculatingaratioofself-reportedeffortandrewardDifficultyindistinguishingtheeffectsassociatedwitheffort,reward,ortheimbalancebetweenthetwostudiesoftenomitkeypsychologicalstrainmeasuresSingleprocessperspective

单一过程视角Jobdemands-control-supportmodel工作要求-控制-支持模型Highdemands+lowcontrol→stress压力：高要求+低控制Highdemands+highcontrol→challengeandsenseofcompetency高要求+高控制：挑战与胜任感Supportasanadditionalbufferofthenegativeeffectofhighdemands支持对高要求的负面效应起缓冲作用Evidencethatindividualdifferencesmaybeimport个体差异很重要Self-efficacy自我效能(Schaubroeck&Merritt,1997)Activecoping积极应对(DeRijketal.,1998)Dualprocessperspective双过程模型Eustressversusdistress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Focusonbothpositiveandnegativereactionstostressors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IndividualdifferencesDualprocessperspective双过程模型Eustress正性/良性压力反应

Hope,vigor,positiveaffect,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Negativeaffect,alienation,frustration,burnout,anxiety消极情感、疏离感、挫折感、耗竭感、焦虑Individualdifferences个体差异Optimism乐观Hardiness坚韧性/耐受力Locusofcontrol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Eustressvsdistress:aresearchexample一个研究例子Changetal.,(2007)GeneralmodelPerceivedorganizationalpolitics组织政治知觉Jobsatisfaction工作满意度Worktension工作压力Psychologicalhardiness心理坚韧性Dualprocessperspective双过程模型Hindranceversuschallengestressors阻碍性VS挑战性压力源Hindrancestressors阻碍性压力源Constrainsordemandsthatimpedeemployees’workachievementsandpersonalgrowth限制员工工作成就和个人成长的因素Rolestressors:perceivedpolitics;organizationalconstrains角色性压力源：政治知觉、组织限制Challengestressors挑战性压力源Obstaclestobeovercomeinordertoachievepersonallearninganddevelopment战胜障碍将有利于个人学习和发展Workload:timepressure,andhighlevelsofjobresponsibility工作负荷：时间压力、高水平的工作责任Hindrancevschallengestressors:aresearchexample一个研究例子LePineetal.(2005)ChallengestressorsHindrancestressorsMotivationEmotionalstrainPerformance＋－＋＋＋－Hindrancevschallengestressors:researchexample另一个研究例子Podsakoffetal.(2007)HindrancestressorsChallengestressorsstrainsJobsatisfactionOrganizationalcommitmentWithdrawalbehavior＋＋＋＋－－－＋＋－Resourceperspective资源视角Conservationofresourcestheory资源保存理论ResourcesVariousitemsthatarevaluedbytheindividualsObjectsHouses,carsPersonalcharacteristicsSelf-esteem,masteryexperiencesConditionsSocioeconomicsstatus,workrolesEnergiesMoney,timeResourceperspective资源视角Conservationofresourcestheory资源保存理论Stressiselicitedwhen压力产生于：Thereisactuallossofresources实际的资源损耗Thereispotentiallossofresources潜在的资源损耗Wheneffortstomaximizeresourcesdonotresultinadequatereturn扩充资源的努力没有获得足够的回报Reciprocalprocesslinkingresourcesandstress资源与压力之间相互影响的过程Resourcesloss/threatofresourcesloss→stress→expendingresourcestocopewithstress→resourcelossThus,thosewithalargerpoolofresourcesaremoreresilientagainststress资源储备量较大的个体应对压力时更具弹性Resourceperspective资源视角Conservationofresourcestheory资源保存理论Critique批评/局限Broaddefinitionofresources对资源的定义过于宽泛Almostallaspectsoftheworkenvironmentcanbeconceptualizedas“resources”Cyclicalpropositionbetweenresourcelossandstressisunique资源损耗与压力之间的循环论证However,researchseldomprovideadirecttest需要直接证据！Dualprocess+resourceperspective

双过程+资源观Jobdemands-resourcesmodel工作要求-资源模型Jobdemands工作要求Physical,psychological,social,ororganizationalaspectsofthejobthatrequiresustainedphysicaland/orpsychologicaleffortorskillstocopeWorkload;unfavorablephysicalenvironment;emotionallydemandinginteractionwithclientsDualprocess+resourceperspective

双过程+资源观Jobdemands-resourcesmodel工作要求-资源模型Jobresources工作资源Physical,psychological,social,ororganizationalaspectsofthejobthatareFunctionalinachievingworkgoalsReducejobdemandsandtheassociatedphysiologicalandpsychologicalcosts;orStimulatepersonalgrowth,learning,anddevelopmentautonomy;feedback;supportDualprocess+resourceperspective

双过程+资源观Jobdemands-resourcesmodel工作要求-资源模型JobresourcesJobdemandsMotivation/EngagementEmotionalStrainOrganizationalOutcomes＋＋＋－－－Dualprocess+resourceperspective

双过程+资源观Jobdemands-resourcesmodel工作要求-资源模型Critique批评Goodempiricalsupportforthemediationchain(Crawfordetal.,2010)UnclearwhetherdemandsandresourcesinteractinpredictingmotivationandstrainRoleofpersonalresourcesinthemodelalsounclearJobresourcesJobdemandsMotivation/EngagementEmotionalStrainOrganizationalOutcomes＋＋＋－

三、StressManagement&Futuredirections

压力管理与未来研究方向Generalfuturedirections未来研究Goingbacktothebasics回到基本问题上Objectiveassessmentofthestressors对压力源的客观测量HoursworkedperweekversusperceivedworkloadAveragedgroup-levelperceptions群体层面的知觉Appraisalprocessofstressors压力源的评价过程Conscious（i.e.,cognitiveappraisal)vs.automatic(i.e.,allostasismodel)有意识的过程还是自动化的过程Individualdifferences?个体差异？Toaggregateornottoaggregate压力能否聚合Specificstressorsversushigher-orderconstruct具体化的压力源还是高优先的构念Generalfuturedirections未来研究Establishlinksbetweenstressorsandorganizationaleffectiveness压力源与组织效能之间的关联机制Broadenedcriteriadomain扩大组织效能的研究领域Taskperformance,contextualperformance,counterproductiveworkbehaviors,safetybehaviors,innovationAlternativeassessmentofperformance对绩效的测量Objectiveproductionrate,customersatisfactionWiderangeofstressors扩大压力源的范围Needmoreonacutestressorsinthefieldsetting现场中的急性压力源Generalfuturedirections未来研究Considerthephysiologicalassessment采用生理测量指标Cortisolandalpha-amylaseasindicatorsforactivationofautonomicsystemsInterleukin-1BetaorInterleukin-6asindicatorsforpro-imflammatorycytokineKeymediatorstolinkstressorswithphysicalhealthandwell-beingInterventionresearch干预研究CloselytiedtotheobjectiveassessmentofstressorsGeneralfuturedirections未来研究Applicationofadvancedmethodology运用高级方法Experiencesampling体验式抽样Capturefluctuationinstressorsandstrainresponsesovertime探寻压力源和压力反应随时间的变化规律Examinespecificbehavioraloutcomes考察特定的行为结果Behaviorsatwork:OCB,CWBBehaviorsoffwork:alcoholconsumption,diet,exercise,sleepQuasi-experimentaldesign准实验设计HelpfulforinterventionresearchLongitudinaldesign纵向研究设计Necessaryforsomeofthetheoreticalperspectives(e.g.,conservationofresourcesmodel)Stressmanagement

职场中的压力管理锻炼放松时间管理角色管理支持群体工作设计工作时间文化督导压力管理健康促进间歇休息EAP服务其他方案

压力减少

个人管理压力的方法

制度性方案