Prazer, sofrimento e saúde mental no trabalho de teleatendimento [doi: 10.5329/RECADM.20090802003]

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Bibliographic Details
Main Authors: Carla Faria Morrone, Adriana Pinho Vieira, Ana Magnólia Bezerra Mendes
Format: Article
Language:English
Published: Instituto Brasileiro de Estudos e Pesquisas Sociais 2009-11-01
Series:Revista Eletrônica de Ciência Administrativa
Online Access:http://revistas.facecla.com.br/index.php/recadm/article/view/360
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mso-style-parent:""; mso-padding-alt:0cm 5.4pt 0cm 5.4pt; mso-para-margin:0cm; mso-para-margin-bottom:.0001pt; mso-pagination:widow-orphan; font-size:11.0pt; font-family:"Calibri","sans-serif"; mso-ascii-font-family:Calibri; mso-ascii-theme-font:minor-latin; mso-fareast-font-family:"Times New Roman"; mso-fareast-theme-font:minor-fareast; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin; mso-bidi-font-family:"Times New Roman"; mso-bidi-theme-font:minor-bidi;} --> <!--[endif] --> <p class="MsoNormal"><strong>RESUMO</strong></p> <p class="MsoNormal">O presente artigo apresenta estudo de car&aacute;ter descritivo e explicativo, realizado com o objetivo de investigar a sa&uacute;de de teleatendentes, sob o arcabou&ccedil;o te&oacute;rico da psicodin&acirc;mica do trabalho. S&atilde;o investigados riscos de adoecimento, viv&ecirc;ncia de prazer e de sofrimento no trabalho. O estudo foi realizado em uma central de atendimento de telefonia, conduzido por meio da abordagem metodol&oacute;gica quantitativa e qualitativa. Na etapa quantitativa, participaram 396 teleatendentes; foram utilizadas a Escala de Prazer-Sofrimento no Trabalho - EPST e a Escala de Sintomas Relacionados ao Trabalho - ESRT. Na etapa qualitativa, foram realizadas duas entrevistas coletivas semi-estruturada com nove teleatendentes. Os resultados indicam viv&ecirc;ncias moderadas de prazer-sofrimento e correla&ccedil;&atilde;o entre sofrimento e sintomas f&iacute;sicos e psicol&oacute;gicos. As entrevistas coletivas revelaram cinco categorias s&iacute;ntese - "O atendimento &eacute; sempre a mesma coisa, a gente vai enfadando"; "A empresa n&atilde;o tem a preocupa&ccedil;&atilde;o de fidelizar os funcion&aacute;rio"; "O que &eacute; imprevis&iacute;vel &eacute; o temperamento do cliente"; "O que motiva a gente &eacute; encontrar os colegas de trabalho"; Depois que eu entrei aqui, &eacute; direto dor de cabe&ccedil;a". Constata-se que os teleatendentes vivenciam prazer e sofrimento, que a rigidez da organiza&ccedil;&atilde;o do trabalho, as prec&aacute;rias condi&ccedil;&otilde;es de trabalho e a ambival&ecirc;ncia da rela&ccedil;&atilde;o com o cliente favorecem sofrimento e riscos de adoecimento. O sofrimento &eacute; enfrentado por meio do uso de estrat&eacute;gias defensivas e de compensa&ccedil;&atilde;o. Os dados evidenciam que este trabalho pode resultar em mais preju&iacute;zos f&iacute;sicos e psicol&oacute;gicos do que sociais.</p> <p class="MsoNormal">&nbsp;</p> <p class="MsoNormal"><strong>Palavras-Chave</strong>: Prazer-sofrimento, sa&uacute;de, riscos de adoecimento, estrat&eacute;gias de media&ccedil;&atilde;o, teleatendimento.</p> <p class="MsoNormal">&nbsp;</p> <p class="MsoNormal">&nbsp;</p> <p class="MsoNormal"><strong><span lang="EN-US">ABSTRACT</span></strong></p> <p class="MsoNormal"><span lang="EN-US">This study, a descriptive and explanatory one, investigates the health of telesales at work, by the supported of the psychodynamic approaching. It investigates the suffering, the pleasure and the sickness risks of the workers in confrontation with service context. The study was made in a customer service of telecommunications' company being led through a quantitative and qualitative approaching. In the quantitative stage 396 workers participated. Were used two scales - SSPW<span>&nbsp; </span>(Scale of Suffering-Pleasure in the Work) and SSRW (Scale of Symptoms Related to Work). In the qualitative stage were made 02 semi-structured interviews in group with 09 telesales workers. The quantitative results indicates moderate existences of suffering-pleasure with the prevalence of existence pleasure. The physical symptoms and psychosocial are inside the average. The interviews in groups indicated five synthesis categories: "The attendance is always the same thing, we are getting tired"; "The company doesn't have concerns about the employees"; "What is unexpected is the customer's temper"; "what motivates us, besides needs is finding the co-workers"; "After I started here, I always have headache". Based on the data was possible to verify that the telesales live suffering and pleasure, that the company's rigidity, allied to precarious working conditions favors the suffering, exposing the workers to run the risk of getting sick. The suffering is faced through the use of defensive and compensation strategies. This data shows that this job can result more psychological and physical damage then socials ones.</span></p> <p class="MsoNormal"><span lang="EN-US">&nbsp;</span></p> <p class="MsoNormal"><strong><span lang="EN-US">Keywords</span></strong><span lang="EN-US">: Suffering-pleasure, health, sickness risks, mediation strategies, telesales.</span></p>
ISSN:1677-7387