管理心理学第五章职场压力管理

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OutlineStress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-relatedoutcomesStressor→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)IdentifythecontrollabilityandinternalityofthedemandInternal+controllable=guilt+problem-focusedcopingInternal+uncontrollable=shame+emotion-focusedcopingExternal+controllable=anger+emotion-focusedcopingExternal+uncontrollable=frustration+emotion-focusedcopingSingleprocessperspective单一过程视角Transactionalmodel交易模型ConnectedtothephysiologicalmodelofstressAllostaticloadmodelAllostasis:stabilitythroughchange-physiologicalsystemsthatmakeadjustmentsinresponsetooranticipationofenvironmentaldemandsAllostaticload:prolongedexposuretodemandsresultingoverloadsthesystemsandresultinginpathologyDifferentcopingstrategiescanbeconsideredasmanagingtheallostaticloadatdifferentlevelsProblem-focused:changethingsthattriggerallostasisEmotion-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LargenumberofstudiesshowingtherelationshipbetweenERIandcar