管理心理學(xué)之職場壓力管理

OccupationalStressManagement

職場壓力管理華中師范大學(xué)心理學(xué)院王忠軍引言天天談激勵，誰來管壓力組織：更快速、更高效、更節(jié)省成本、更多的績效員工：壓力、倦怠、侵犯、不愉快、低度幸福感OutlineStress壓力的本質(zhì)Theoreticalperspectives壓力的理論視角Singleprocessmodels單一過程模型Dual-processmodels雙過程模型Resources-basedperspectives資源視角Futuredirections壓力管理與未來研究方向一、Stress壓力的本質(zhì)

Stress壓力Stress壓力Processthroughwhichindividualsrespondtoexcessiveenvironmentaldemands個體對刺激的適應(yīng)性反應(yīng)，這些刺激對個體提出了超出正常水平的心理和生理要求Stressor壓力源Anyforcethatpushespsychologicaland/orphysiologicalfunctioningbeyonditsnormalrange任何能夠引起壓力的東西，即環(huán)境刺激Strain壓力感/壓力反應(yīng)Undersirablestress-relatedoutcomesStressor→strains壓力源導(dǎo)致壓力感或壓力反應(yīng)例如：溫州動車事故后，中國鐵路系統(tǒng)積極尋求EAP服務(wù)Stressprocess壓力的過程一般適應(yīng)綜合征(generaladaptationsyndrome)(HansSelye)Stressprocess壓力的過程一般適應(yīng)綜合征(generaladaptationsyndrome)(HansSelye)Stressors壓力源Intrinsicworkfactors工作的內(nèi)在因素Demandingjobcharacteristics工作特征的要求Lowautonomyorcontrol低度自主或自控Littlefeedback較少的反饋Lowskilldemandsortaskvariety低度技能要求或任務(wù)多樣性Highworkload高工作負(fù)荷Workingconditions工作條件Physicalconditions物理條件Psychologicalconditions心理條件Rolevariables角色變量Roleambiguity角色模糊Roleconflict角色沖突Stressors壓力源Interpersonalrelationships人際關(guān)系Conflictwithsupervisors,coworkers,orclients與上級、同事、顧客的人際沖突Perceptionsoforganizationalpolitics知覺的組織政治Careerdevelopment職業(yè)發(fā)展Jobinsecurity工作不安全感Lackofadvancementopportunities缺少發(fā)展機(jī)會Organizationalchange組織變革Strains壓力反應(yīng)/結(jié)果Job-related與工作相關(guān)的反應(yīng)↓Jobsatisfaction,motivation工作滿意度、工作動機(jī)↓Productivity,performance生產(chǎn)率、績效↑Accidents,injuries事故、傷害↑Turnover,absenteeism離職、缺勤Emotion-related與情緒相關(guān)的反應(yīng)Anger憤怒Anxiety焦慮Depression抑郁Frustration挫敗感Burnoutsymptoms倦怠Workload,stressandperformance厭倦和冷漠高精力和激勵緊張和焦慮最優(yōu)工作負(fù)荷水平績效高低低高工作負(fù)荷過重誘導(dǎo)的壓力Strains壓力反應(yīng)/結(jié)果Physiological生理的反應(yīng)Physicalsymptoms心理征兆Dizziness,headache,stomachdistress頭昏、頭痛、胃痛Sleepdisorder睡眠紊亂Long-termeffects長期影響Coronarydisease冠心病Hypertension高血壓Illnessfrequency疾病頻率Behavioral行為的反應(yīng)Smoking吸煙Substanceuse物質(zhì)濫用Bullying?威脅、欺負(fù)、暴力？Stress壓力Sourcesofstress壓力源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壓力反應(yīng)/結(jié)果JobStress二、Theoreticalperspectives

壓力的理論視角

-Singleprocessmodels單一過程模型

-Dual-processmodels雙過程模型

-Resources-basedperspectives資源視角Theoreticalperspectivesofstress

壓力研究的理論視角Goalistoidentify:研究目標(biāo)Whatelicitthestressprocess引發(fā)壓力的因素Howthestressprocessrelatestressorsandstrains壓力的過程/機(jī)制Whensuchprocesswillvary壓力過程的調(diào)節(jié)因素Threecategoriesoftheories三種代表性的理論視角Singleprocessperspective單一過程視角Dualprocessperspective雙過程視角Resource-basedperspective資源視角Singleprocessperspective

單一過程視角Transactionalmodel交易模型

(Lazarus&Folkman,1984)Stressasaprocessthatdescribestheinteractionbetweenthepersonandtheenvironment壓力是個體與環(huán)境交互作用的過程Cognitiveappraisalasthefocalprocess認(rèn)知評價是關(guān)鍵機(jī)制Primaryappraisal初級評價Cognitiveevaluationoftheenvironmentaldemand對環(huán)境要求的認(rèn)知評價Threatening?威脅有多大？Relevanttooneself?與個體的相關(guān)？Singleprocessperspective

單一過程視角Transactionalmodel交易模型Secondaryappraisal次級評價Assessmentofcopingpotential應(yīng)對潛能的評估Variouscopingstylestoaddressthestressorsorsymptoms采用不同應(yīng)對風(fēng)格Problem-focusedcoping問題指向的應(yīng)對Targetsatthesourceofstress直接聚焦壓力源Emotion-focusedcoping情緒指向的應(yīng)對Cognitive-strategiesthataimedtoreducethenegativeemotionaleffects通過認(rèn)知策略減少負(fù)性情緒影響Avoidancecoping回避應(yīng)對Repressthereactionstowardsstressors壓制對壓力源的反應(yīng)Singleprocessperspective

單一過程視角Transactionalmodel交易模型Furtherrefinementoftheappraisalprocess評價過程Incorporateattributiontheory(Parrewé&Zellars,1999)IdentifythecontrollabilityandinternalityofthedemandInternal+controllable=guilt+problem-focusedcopingInternal+uncontrollable=shame+emotion-focusedcopingExternal+controllable=anger+emotion-focusedcopingExternal+uncontrollable=frustration+emotion-focusedcopingSingleprocessperspective

單一過程視角Transactionalmodel交易模型ConnectedtothephysiologicalmodelofstressAllostaticloadmodelAllostasis:stabilitythroughchange-physiologicalsystemsthatmakeadjustmentsinresponsetooranticipationofenvironmentaldemandsAllostaticload:prolongedexposuretodemandsresultingoverloadsthesystemsandresultinginpathologyDifferentcopingstrategiescanbeconsideredasmanagingtheallostaticloadatdifferentlevelsProblem-focused:changethingsthattriggerallostasisEmotion-focused:bettermanagementofallostasisiprocessSingleprocessperspective

單一過程視角Effort-rewardimbalance(ERI)model努力-獎勵不平衡模型Exchangerelationshipsbetweenemployeeandorganization組織-員工的交換關(guān)系Employee:efforts,time,capabilitytoeffectivelyperformassignedworkroles員工的投入Organization:tangiblerewards,recognition,andpromotionforhigh-performanceemployees組織的回報Higheffort+lowreward→高投入+低獎勵導(dǎo)致Emotionalstrain情緒反應(yīng)Activationofautonomicsystemstocopewithimbalance應(yīng)對不平衡的自主系統(tǒng)激活Singleprocessperspective

單一過程視角Effort-rewardimbalance(ERI)model努力-獎勵不平衡模型LargenumberofstudiesshowingtherelationshipbetweenERIandcardiovascularpathologyCritiqueConcernsforpsychometricqualityofthemeasureCalculatingaratioofself-reportedeffortandrewardDifficultyindistinguishingtheeffectsassociatedwitheffort,reward,ortheimbalancebetweenthetwostudiesoftenomitkeypsychologicalstrainmeasuresSingleprocessperspective

單一過程視角Jobdemands-control-supportmodel工作要求-控制-支持模型Highdemands+lowcontrol→stress壓力：高要求+低控制Highdemands+highcontrol→challengeandsenseofcompetency高要求+高控制：挑戰(zhàn)與勝任感Supportasanadditionalbufferofthenegativeeffectofhighdemands支持對高要求的負(fù)面效應(yīng)起緩沖作用Evidencethatindividualdifferencesmaybeimport個體差異很重要Self-efficacy自我效能(Schaubroeck&Merritt,1997)Activecoping積極應(yīng)對(DeRijketal.,1998)Dualprocessperspective雙過程模型Eustressversusdistress正性/良性壓力VS負(fù)性壓力/苦惱Eustress：如升職、發(fā)表獲獎演說、結(jié)婚、生子Distress：如過度的壓力、不合理的時間要求、壞消息Focusonbothpositiveandnegativereactionstostressors同時關(guān)注壓力情境下的積極和消極反應(yīng)Stressors壓力源Eustress正性壓力distress負(fù)性壓力Outcomes結(jié)果Savoring品味Coping應(yīng)對IndividualdifferencesDualprocessperspective雙過程模型Eustress正性/良性壓力反應(yīng)

Hope,vigor,positiveaffect,meaningfulness,satisfaction,commitment希望、活力、積極情感、意義感、滿意、承諾distress負(fù)性壓力反應(yīng)/苦惱Negativeaffect,alienation,frustration,burnout,anxiety消極情感、疏離感、挫折感、耗竭感、焦慮Individualdifferences個體差異Optimism樂觀Hardiness堅韌性/耐受力Locusofcontrol控制點/內(nèi)控or外控Self-reliance獨(dú)立性Gender女性更多地體驗到心理壓力，男性更多地體驗到生理壓力Eustressvsdistress:aresearchexample一個研究例子Changetal.,(2007)GeneralmodelPerceivedorganizationalpolitics組織政治知覺Jobsatisfaction工作滿意度Worktension工作壓力Psychologicalhardiness心理堅韌性Dualprocessperspective雙過程模型Hindranceversuschallengestressors阻礙性VS挑戰(zhàn)性壓力源Hindrancestressors阻礙性壓力源Constrainsordemandsthatimpedeemployees’workachievementsandpersonalgrowth限制員工工作成就和個人成長的因素Rolestressors:perceivedpolitics;organizationalconstrains角色性壓力源：政治知覺、組織限制Challengestressors挑戰(zhàn)性壓力源Obstaclestobeovercomeinordertoachievepersonallearninganddevelopment戰(zhàn)勝障礙將有利于個人學(xué)習(xí)和發(fā)展Workload:timepressure,andhighlevelsofjobresponsibility工作負(fù)荷：時間壓力、高水平的工作責(zé)任Hindrancevschallengestressors:aresearchexample一個研究例子LePineetal.(2005)ChallengestressorsHindrancestressorsMotivationEmotionalstrainPerformance＋－＋＋＋－Hindrancevschallengestressors:researchexample另一個研究例子Podsakoffetal.(2007)HindrancestressorsChallengestressorsstrainsJobsatisfactionOrganizationalcommitmentWithdrawalbehavior＋＋＋＋－－－＋＋－Resourceperspective資源視角Conservationofresourcestheory資源保存理論ResourcesVariousitemsthatarevaluedbytheindividualsObjectsHouses,carsPersonalcharacteristicsSelf-esteem,masteryexperiencesConditionsSocioeconomicsstatus,workrolesEnergiesMoney,timeResourceperspective資源視角Conservationofresourcestheory資源保存理論Stressiselicitedwhen壓力產(chǎn)生于：Thereisactuallossofresources實際的資源損耗Thereispotentiallossofresources潛在的資源損耗Wheneffortstomaximizeresourcesdonotresultinadequatereturn擴(kuò)充資源的努力沒有獲得足夠的回報Reciprocalprocesslinkingresourcesandstress資源與壓力之間相互影響的過程Resourcesloss/threatofresourcesloss→stress→expendingresourcestocopewithstress→resourcelossThus,thosewithalargerpoolofresourcesaremoreresilientagainststress資源儲備量較大的個體應(yīng)對壓力時更具彈性Resourceperspective資源視角Conservationofresourcestheory資源保存理論Critique批評/局限Broaddefinitionofresources對資源的定義過于寬泛Almostallaspectsoftheworkenvironmentcanbeconceptualizedas“resources”Cyclicalpropositionbetweenresourcelossandstressisunique資源損耗與壓力之間的循環(huán)論證However,researchseldomprovideadirecttest需要直接證據(jù)！Dualprocess+resourceperspective

雙過程+資源觀Jobdemands-resourcesmodel工作要求-資源模型Jobdemands工作要求Physical,psychological,social,ororganizationalaspectsofthejobthatrequiresustainedphysicaland/orpsychologicaleffortorskillstocopeWorkload;unfavorablephysicalenvironment;emotionallydemandinginteractionwithclientsDualprocess+resourceperspective

雙過程+資源觀Jobdemands-resourcesmodel工作要求-資源模型Jobresources工作資源Physical,psychological,social,ororganizationalaspectsofthejobthatareFunctionalinachievingworkgoalsReducejobdemandsandtheassociatedphysiologicalandpsychologicalcosts;orStimulatepersonalgrowth,learning,anddevelopmentautonomy;feedback;supportDualprocess+resourceperspective

雙過程+資源觀Jobdemands-resourcesmodel工作要求-資源模型JobresourcesJobdemandsMotivation/EngagementEmotionalStrainOrganizationalOutcomes＋＋＋－－－Dualprocess+resourceperspective

雙過程+資源觀Jobdemands-resourcesmodel工作要求-資源模型Critique批評Goodempiricalsupportforthemediationchain(Crawfordetal.,2010)UnclearwhetherdemandsandresourcesinteractinpredictingmotivationandstrainRoleofpersonalresourcesinthemodelalsounclearJobresourcesJobdemandsMotivation/EngagementEmotionalStrainOrganizationalOutcomes＋＋＋－

三、StressManagement&Futuredirections

壓力管理與未來研究方向Generalfuturedirections未來研究Goingbacktothebasics回到基本問題上Objectiveassessmentofthestressors對壓力源的客觀測量HoursworkedperweekversusperceivedworkloadAveragedgroup-levelperceptions群體層面的知覺Appraisalprocessofstressors壓力源的評價過程Conscious（i.e.,cognitiveappraisal)vs.automatic(i.e.,allostasismodel)有意識的過程還是自動化的過程Individualdifferences?個體差異？Toaggregateornottoaggregate壓力能否聚合Specificstressorsversushigher-orderconstruct具體化的壓力源還是高優(yōu)先的構(gòu)念Generalfuturedirections未來研究Establishlinksbetweenstressorsandorganizationaleffectiveness壓力源與組織效能之間的關(guān)聯(lián)機(jī)制Broadenedcriteriadomain擴(kuò)大組織效能的研究領(lǐng)域Taskperformance,contextualperformance,counterproductiveworkbehaviors,safetybehaviors,innovationAlternativeassessmentofperformance對績效的測量Objectiveproductionrate,customersatisfactionWiderangeofstressors擴(kuò)大壓力源的范圍Needmoreonacutestressorsinthefieldsetting現(xiàn)場中的急性壓力源Generalfuturedirections未來研究Considerthephysiologicalassessment采用生理測量指標(biāo)Cortisolandalpha-amylaseasindicatorsforactivationofautonomicsystemsInterleukin-1BetaorInterleukin-6asindicatorsforpro-imflammatorycytokineKeymediatorstolinkstressorswithphysicalhealthandwell-beingInterventionresearch干預(yù)研究CloselytiedtotheobjectiveassessmentofstressorsGeneralfuturedirections未來研究Applicationofadvancedmethodology運(yùn)用高級方法Experiencesampling體驗式抽樣Capturefluctuationinstressorsandstrainresponsesovertime探尋壓力源和壓力反應(yīng)隨時間的變化規(guī)律Examinespecificbehavioraloutcomes考察特定的行為結(jié)果Behaviorsatwork:OCB,CWBBehaviorsoffwork:alcoholconsumption,diet,exercise,sleepQuasi-experimentaldesign準(zhǔn)實驗設(shè)計HelpfulforinterventionresearchLongitudinaldesign縱向研究設(shè)計Necessaryforsomeofthetheoreticalperspectives(e.g.,conservationofresourcesmodel)Stressmanagement

職場中的壓力管理鍛煉放松時間管理角色管理支持群體工作設(shè)計工作時間文化督導(dǎo)壓力管理健康促進(jìn)間歇休息EAP服務(wù)其他方案

壓力減少

個人管理壓力的方法

制度性方案