SEAT N0:46873

SUMMER INTERNSHIP PROJECT REPORT

ON

“STRESS MANAGEMENT”

AT

RICHGLEBE FERTILISERS PVT.LTD.

SUBMITTED TO

1
ACKNOWLEDGEMENT
I gladly take this opportunity to thank the Director PROF. Dr. D.K.
MUKHEDKAR Institute of Management Research Technology. Nashik for
providing facilities during progress of the project.I am greatly inducted to
Dr.AHIRE G.M to give me the golden opportunity to do this wonderful project
on “summer internship project report”, which also helped me in doing a lot of
research and i came to know about so many new things, I am really thankful to
them. I also thanks to them for giving us a valuable guidance, support, concern
and constant motivation.

I am making this project not only for marks but to also increase my knowledge.

THANKS AGAIN TO ALL WHO HELPED US.

Date: signature:

Place: Nashik Name:

2
 DECLARATION BY STUDENT

I Miss ………….. ,the undersigned, hereby declare that the assignment report
title” RICHGLEBE FERTILISERS PVT.LTD.” Written and submitted by
me to SAVITRIBAI PHULE UNIVERSITY in partial fulfillment of
requirement for the award of degree of Master of Business Administration is my
original work and the conclusions drawn there in are based on the material
collected by myself.

Datesignature

Place: Nashik Name:

3
 CERTIFICATE BY GUIDE

This is to certify that ………………………….has completed the project on

“STRESSMANAGEMENT” under my guidance and supervision and has submitted
the report as per the norms laid by SAVITRIBAI PHULE UNIVERSITY, PUNE.

The material that has been obtained from the source is duly acknowledged in the
report. It is further certified that the work on its part has not been submitted to any
other university for examination under my supervision. I consider this work for the
award of the degree of masters of business of administration, in the partial fulfilment
of the curriculum.

Date

signature

place:nashik Name:

4
INDEX
TITAL

CERTIFICATE

ACKNOWLEDEMENT

DECLARATION

LIST OF TABLES

LIST OF FIGURES

CHAPTER TOPIC NAME PAGE

NO. NO

1 INTRODUCTION

1.1 OBJECTIVE OF INDUSTRIAL ANALYSIS SIP 9

PROJRCT

1.2 SELECTION OF TOPIC 10

1.3 OBJECTIVE OF THE STUDY 11

1.4 SCOPE OF STUDY 11

1.5 RATIONAL OF STUDY 12

2 RESEARCH METHODOLOGY

5
 2.1 RESEARCH 14

2.2 SAMPLING METHOD 17

2.3 PRIMARY & SECONDARY DATA 18

2.4 RESEARCH DESIGN 19

2.5 TYPES OF RESEARCH DESIGN 19

3 COMPANY PROFILS

3.1 HISTORY OF THE ORGANISATION 21

3.2 Organization Structure 23

3.3 PRODUCT&SERVICE OF ORGANIZATION 24

4 REVIEW OF LITERTTURE

4.1 MEANING AND CONCEPT OF THE TOPIC 44

4.2 BASIC THEORIES OF THE TOPIC 49

4.3 PROCESS,APPLICTION,TOOLS AND 55

TECHNICS

4.4 REVIEW OF RESEARCH LITERATURE THE 57

SELECTED TOPIC

5 DATA PRESENTION, ANALYIS &

INTERPRETATION OF DATA

5.1 APPLICATION/IMPLEMENTION OF TOPIC 64

AT GLOBAL CONTEXT WITH RESPECT TO
ANY TWO ORGANIZTION

5.2 APPLICTION/IMPLENTION OF TOPIC IN 99

INDIAN CONTEXT WITH RESPECT TO
ANY TWO ORGANIZTION

5.3 APPLICTION OF THE TOPIC AT NASHIK 117

6
 INDUSTRIAL AREA CONTEXT WITH
RESPECT TO ANY ONE ORGANIZTION

5.3.1 QUESTIONNAIRES 123

6 CONCLUSION AND SUGGESTION

6.1 FINDING OF THE STUDY 139

6.2 CONCLUSION 140

6.3 SUGGESTIONS 141

6.4 BIOBLIOGRAPHY 143

7
 Chapter 1
INTRODUCTION

8
 INTRODUCTION
1.1 Object of the Project
Project work is about getting out into the real world and interacting with people - watching
and talking to people where they work, live and play.

To study and analysis the HR functioning on stress management in specific organisation

and also to know the factors affects the employee’s stress.

Project work focuses on observation and interviews. Because interviews are conducted
closer to or where the activity happens, it's easier to ask the right questions and participants
feel comfortable in the setting and can answer more accurately.

The object behind this Project work is to link theoretical knowledge to practical as well as
to study the concept of human resource management & its importance with the study of
various processes or human resource management like recruitment, training, and wage and
salary administration relation of organization, stress management & its activities.

 To identify and clear project issues.

 To identify innovative solutions and approaches.

 Persevere to overcome project setback

.
 To deliver project within time, resource and budget constraints.

 Determine project specifications.

 Identify project scope

9
1.2 Selection of Topic

Stress is a part of day-to-day living of every individual. The college students

may experience stress in meeting the academic demands, people on the job, business
men may suffer stress to reach office in time and to complete the projects on time and
even the house hole ladies may experience stress in managing the home affairs and to
look for the maid servant. The reasons for the stress differ from person to person. The
stress people experience should not be necessarily treated as harmful. An optimum
amount of stress can always act as an energizer or motivator and propel people to
apply the efforts and complete the work. But a high level of stress can be serious
threat to the personality trails of the individual and can cause physiological and social
problems. In the recent years, enormous development has been taken place in the
field of human resource management. Managing the organization is no longer the
same what is used in few years back. Drastic changes have been taken place in the
field of HRM. The level of stress is increasing while working in the organization due
to number of stressors and it should be properly managed.
“Stress Management” is one of the most important concepts in HRM. Management
always requires efficient, prudent, self-motivated and vibrant people to transform
organizational goals into action. If stress could not be identified and dealt with in right
spirit, it can lead to serious consequences affecting whole organization. Thus, the
topic has very interesting challenging and promising study which could be undertaken
in such project work.
For assessing the knowledge, skills and attitude a systematic approach is very
essential. Stress management forms can be designed as an effective tool to develop
HR concepts. This form can help us in:

1. Identify the stress areas

2. Identify the stress levels.
3. Identify the causes of stress.
4. Identify the stressors
5. Ways for dealing with stress.

10
1.3 Object of the Study
1.To find the main factors that leads to stress among employeeys of richglebe
fertilisers.

2.To indentify the measure adopted by the organization to manage the stress level
among the

employees.

3.To provide suggestions and recommendation to overcome the sress of the

employees

1.4 SCOPE OF THE STUDY

This project gives the ample scope to know about various aspects of HR
especially regarding Stress Management.
The scope of the project is applicable to employees working in industries at
middle level and also applicable to employees working at lower level.
The present world is fast changing and there are lots of pressure and demands
at work. These pressure at work lead to physical disorders. Stress refers to
individual reaction to a disturbing factor in the environment.
This study would help the organisation to know the factors of stress and to
reduce the stress in employees.
The project allows the researchers to learn the various aspects, tools and
policies which can be applied for managing the stress of workers.

The scope of study within the company and the warehouse employees.
The study was only conducted for the employees of richglebe fertilisers and
their warehouse workers to understand the level of stress they are facing while
working,and what steps can be taken to reduce the same.

Providing various steps adopted by the organization for managing the work
stress of the employees,which can be used as future reference for decision
making.
To study the effective steps taken by the company for eliminating the stress
and how effectively they are coping up with the same and how employees are
benefiting from the same

11
1.5 RATIONALE OF THE STUDY
Rationale of the study refers to the worthiness and utility of the study
carried out. The rationale of the study is to evaluate the stress management
programs being undertaken at the company to deal and manage the stress in
right direction. The study of the project has helped me in gaining practical
knowledge and insight into one of the significant human resource concept
called stress management. The project work will also help me in my future job
perspective as it will guide me to develop a stress management program in an
industrial establishment.

Based on the stress management program in detail, it is easier to identify the

gap between the actual objective and actual performance demonstrated by the
employees. The study would provide the management valuable inputs
regarding stress management.

12
 CHAPTRE-2
RESERCH METHODOLOGY

13
RESEARCH METHODOLOGY
2.1 Research
• Research comprises of two words, ‘’Re’’ and ‘’search’’. While’’ Re’’ implies a repetitive or
iterative process,’’ search’’ de notes making a thorough examination of or looking over carefully in
order to find something.

• According to john Best, ‘’research is a systematic activity directed towards discovery and
the development of an organized body of knowledge.’’

• According to waltz and bausell, ‘’research is a systematic formal, rigorous and precise
process employed to gain solutions to problems or to discover and interpret new fact and
relationship.’’

2.1.1 TYPES OF RESEARCH

Types of
research

on the basis on the basis

appliction of objective

pure applied exploratory descriptive causal

onthe basis onthe basis

extenttheor methodolgy

theoretical empirical qualitative quantitative

Fig no. 1.6.1 Types of research

14
TYPES OF RESEARCH
On the basis of application: Based on application, research can be classified in following two
types:

Basic Research
• It is also called as fundamental research or pure research. Research carried the
purpose of creating knowledge, validating an existing theory or proposing a new theory can
be called as pure research. The scope of basic research is wide and there is no restriction of
time and practical

• One of the example if basic research it to find the origin of the universe or to test the
theory of relativity.application.

Applied Research
• It is research carried out for the purpose of finding answer to a particular question of
finding solution for a particular problem. It is directed towards helping an individual,
organization, nation or society solve the immediate problem or problems faced by them. It
helps them in making sound decisions heaving practical and financial Implication.

• For examples, an individual wants to decide which stocks they should invest in, an
organization wants to decide. What economical policy it should formulate for its economic
growth and • Business research is this content is applied research as it is directed towards
helping managers make sound decisions so as to improve the performance, productivity and
profitability of the organization. development.

* On the basis of Objectives

1) Exploratory Research

Exploratory research design aims to get a better understanding of the problem by explaining
the concepts and developing hypothesis regarding the research study. Various

techniques used in exploratory research study are literature survey, experience survey, focus
group, Interviews, Projective test etc.

2) Descriptive Research

Unlike exploratory research, the aim of descriptive research is to describe the characteristics
of a phenomenon. It attempts to describe, explain and interpret the conditions in much
detailed approach. Various techniques used in descriptive research study are longitudinal
study, true panel, omnibus panel, sample survey etc.

3) Experimental Research
15
This research design is a type of research design which is predetermined and structured in
nature. It is also called casual research, because it is helpful in exploring the cause and effect
relationship of a research problem. There are two types of experimental research Laboratory
experiment and field experiment.

* On the basis of Methodology

1) Qualitative research

Qualitative research includes “an array of interpretive techniques which seek to

described ,decode, translate and otherwise comes to terms with the meaning not the
frequency, of a certain more or less naturally occurring phenomena in the social work”. At
the data collection stage, the array of techniques includes focus groups, individual in-depth
interviews, case studies, ethnography, grounded theory, action research and observation.

2) Quantitative research

Quantitative research attempts precise measurements of an unknown. In business research

quantitative methodology usually measures consumer behaviour, knowledge, opinions or
attitudes. Such methodology answers the questions related to how much, how often, how
many, when and who.

For this project activity researcher has selected exploratory type of research

16
  2.2 SAMPLING METHOD
A] PROBABILITY: The method in which all units of the universe is given equal chance of
being selected in the sample, is known as probability sampling.

1) SIMPLE RANDOM SAMPLE:

This is the most famous and simple method of sampling where each unit of the population is
equally probable of getting included in the sample. simple random sample is basically of two types:

1) Lottery method

2) Random numbers

2) SYSTEMATIC SAMPLE:
After the selection of one unit at random from the universe the other units are selected systematical
at a specified interval of time. this method is applicable when the size of the population is finite and
on the basis of any system the units of the universe are arrangement or geographical arrangement.

3) STATIFIED RANDOM SAMPLE:

The sample is selected from different homogeneous strata or parts of a universe instead of
heterogeneous universe as a whole.

4) CLUSTER SAMPLING:
According to this method there is the future noticeable sub-division of the universe into cluster.
Simple random sampling is performed and clusters are drawn accordingly constituting a sample of
all unit belonging to the selected clusters.

B] NON-PROBABLITY:
Non-Probablity sampling is that type of sampling procedure which does each item in the population
has been included in sample.

1) CONVENIENCE SAMPLING:
On the basis of convenience and approachability, the choice of the sampling units by the researcher
is known as convenience sampling.

2) PURPOSIVE SAMPLING:
A non-purposive sample which follows certain norms is called as purposive sampling. Purposive
sampling is basically of two types:
17
  judgment
 Quota sampling

3) SNOWBALL SAMPLING:
When the characteristic of the desired sample is limited then the special non-probability
method is applicable. In this method it is difficult to locate the respondent because it will be
very costly depending on the referrals of the initial subjects snowball sampling generates
additional subjects.

2.3 PRIMARY & SECONDARY DATA:

PRIMARYDATA: When the data is collected through observation or through direct
communication with respondent is one form or another or through personal interview, it is called as
“Primary Data”. When the data is gathered first hand or collected a fresh and for the first time and
thus it is original.Personal interviews are the main tool for collection of primary data and
information.The concern staff of soma wines was interviewed personally. The data was collected
with the purpose of evaluation.Discussion with the finance manager regarding the figure of balance
sheet Collection of information related to working capital from other members of the accounts
department of the organization.

The primary data are those, which are collected fresh and for first time and thus happen to be
original in character.

A) Questionnaire – it is considered as the heart of a survey operation. It is very effective source of

data and information.

B) Open ended interview with

C) Operators

D) Supervisors

E) Canteen consultant

F) Managers

G) Administration department

18
SECONDARYDATA: The data, which has already been gathered for some other purpose when it
is used, is called “Secondary data”. Secondary data means data that are already available or
collected by someone else.

• Since the study is based on practical aspects of the industry so the information provided by
the directly from people in use besides the theoretical aspects are taken from the secondary
sources annual accounts, literatures, internet websites, magazine and newspapers are the
secondary sources.
• Secondary sources Consists of not only published records but also unpublished Data.
• Internet
• Magazines
• Safety .health and environment journals
• Books

2.5 Types of research design

TYPE OF RESEARCH EXPLORATORY

Area of research NASIK District
Sampling unit Richglebe fertilizers
Primary data & Broacher’s & Web
Secondary Data

Table 2.3.1 Research Methodology

19
 CHAPTER 3
HISTORY AND MILESTONE OF
OGGNIZTION

20
CHAPTER 3
3.1 HISTORY AND MILESTONE OF ORGANIZTION
HISTORY OF ORGANIZATION

Richglebe Fertilisers Private Limited is a Private incorporated on 28 March 2018. It is classified as

Non-govtcompany and is registered at Registrar of Companies, Mumbai. Its authorized share
capital is Rs. 100,000 and its paid up capital is Rs. 100,000. It is inolved in Business activities n.e.c.

Richglebe Fertilisers Private Limited's Annual General Meeting (AGM) was last held on 24
October 2019 and as per records from Ministry of Corporate Affairs (MCA), its balance sheet was
last filed on 31 March 2019.

CIN U74999MH2018PTC307289 Directors of Richglebe

Fertilisers Private Limited
Company Name RICHGLEBE FERTILISERS PRIVATE are Rahul Sanjay Purkar
and Harshad Sanjay
LIMITED
Gawande.
Company Status Active

RoC RoC-Mumbai
Company
Registration Number 307289
Details
Company Category Company limited by Shares

Company Sub Non-govt company

Category

Class of Company Private

Date of 28 March 2018

Incorporation

Age of Company 2 years,

Activity Business activities

21
3.2 ORGANIZATION STRUCTURE/CHART
Organizational structure is a system that consists of explicit and implicit institutional rules and
policies designed to outline how various work roles and responsibilities are delegated, controlled
and coordinated. Organizational structure also determines how information flows from level to
level within the company. For example, in a centralized structure, decisions flow from the top
down, while in a decentralized structure, the decisions are made at various different levels.

Figure 3.2.1 organization chart

22
3.3 PRODUCT AND SERVICES OF ORGANIZATION
PRODUCT

1. OrganicOrganic Insecticides
2. Organic Fungicides
3. Organic Plant Growth Promoters
4. Spray Adjuvant
5. Organic Granular Fertilizer

1) Organic Organic Insecticides

1) IMPEL
Category: Organic Insecticides

Figure 3.3.1 IMPEL

Description
23
 Impel is a certified organic herbal insecticide. Impel is a botanical research product derived
from various spice oils like mustard, garlic, clove, cinnamon etc. It gives longer control on
sucking pests like Thrips, Red mites, White fly etc.

Dose : 1 – 1.5 ml per lit. of water

Availablepacking : 100ml, 250ml, 500ml, 1 lit., 5 lit.

Applicablefor : All vegetables, fruit crops, floriculture

2 ) LARVOBLAST

Category: Organic Insecticides

Figure.3.3.2 LARVOBLAST

Description

Larvoblast is a research product, which is derived from a botanical extract product. It gives longer
control on different types of larvae. It is recommended for crops infected with Armyworm, Moth,
leaf minor, Cotton bollworm, pink bollworm, Diamond black moth, Heliotheis, Brinjal shoot borer,
fruit borer. It is 100% organic product.

Dose: 1- 1.5 ml per lit.

Applicablefor: All vegetables & fruit crops.

AvailablePacking: 100ml, 250ml, 500ml, 1 lit.

24
MEALYCURE
Category: Organic Insecticides

Figure.3.3.3 MEALYCURE

Description
Mealycure is an environmental friendly certified organic insecticide product. Mealycure is derived
from plant pectin. It helps in giving better control on Mealybug. It also act as a repellent from
fungal, viral, and bacterial attack.

Dose : 3-4 ml per lit.

Applicablefor : All vegetables & fruit crops.

AvailablePacking : 250ml, 500ml, 1 lit., 5 lit.

25
2. Organic Fungicides
1) STIFLE

Category: Organic Fungicides

Figure: 3.3.4 Stifle

Description

Stifle is an organic certified Chitosan based product. Chitosan is derived from crabs and shrimps. It
protects plants from fungal, viral and bacterial attack. It gives better control on Powdery mildew
and Downey Mildew, late and early blight.

Dose: 1.5 – 2 ml per lit. Of water

Applicable for: All vegetables & fruit crops.
Available Packing: 250ml, 500ml, 1 lit., 5 lit.

26
2)XANTHOBREAK

Category: organic fungicides

Figure: 3.3.5 XANTHOBREAK

Description

Xanthobreakia a research based organic product that gives longer and better control on Bacterial
Blight (Telya). It also gives better control on early & late blight and Downey & powdery mildew. It
can be used as preventive as well as curative purpose.

Dose: 1.5 – 2 ml per lit.

Applicable for: All vegetables & fruit crops.
Available Packing: 250ml, 500ml, 1 lit., 5 lit.

27
3. Organic plant growth promoters

1) AMRICH
Category: Organic Plant Growth Promoters

Figure: 3.3.6 Amrich

Description

Amrich is a combination of 17 types of amino acids which increase flowering and fruiting in crops.
It plays important role in vegetative and reproductive phase of crop. It also helps in increase fruit
size and yield of crop.

28
Dose: 1.5- 2 ml per lit. of water
Applicable for : All vegetables & fruit crops.
Available Packing: 250ml, 500ml, 1 lit., 5 lit.

29
 2) AMRICH-80
Category: Organic Plant Growth Promoters

Figure: 3.3.7 Amrich-80

Description
Amrich 80 is amino acid based product which containing 18 types of aminos. It helps in increasing
photosynthesis activity and uptake capacity in plant. Also helps in increasing fruit size and fruit weight.

Dose : 1-2gm per lit. of water

Applicable for : All vegetables & fruit crops.
Available Packing : 500gm, 1 kg.

30
 3) DELUXE
Category: Organic Plant Growth Promoters

Figure .3.3.8 DELUXE

Description

Deluxe is high quality plant growth promoter containing Brassinoloids. It helps in increasing the
cell division and cell elongation in fruit crop. It helps in increasing fruit size.

Dose : 1-2 ml per lit. of water

Applicablefor : All vegetables & fruit crops.

AvailablePacking : 250ml, 500ml, 1 lit.

31
 4) FULVIRICH

Category: Organic Plant Growth Promoters

Figure. 3.3.9 FULVIRICH

Description

Fulvirich is an organic electrolyte and highly concentrated product. It helps in cell division, flower
initiation and fruit setting in all crops. Also helps to increase uptake of nutrients and maintain flow
of nutrient from soil to plant. It also helps to increase resistance against pest & disease in plants.

Dose : 0.5 -1gm per lit. of water

Applicablefor : All vegetables & fruit crops.

AvailablePacking : 500gm, 1 kg.

32
5) HUMRICH (Crystal 98%)
Category: Organic Plant Growth Promoters

Figure.3.3.10 HUMRICH

Description
Humrich is an organic super potassium humate powder 98%. It helps in root development of
plant and improves nutrient uptake in plants. It also improves soil health.

Dose : Foliar spray – 0.5 gm per lit. of water

DripApplication : 200-250 gm per acre
Applicablefor : All vegetables & fruit crops.
AvailablePacking : 250gm, 500gm, 1 kg.

33
6) HUMRICH (liqud)
Category: Organic Plant Growth Promoters

Figure 3.3.11 HUMRICH

Description
Humrich is an organic potassium humateliqud 12% . It helps in root development of
plant and improves nutrient uptake in plants. It also improves soil health.

Dose : Foliar spray – 2ml. per lit. of water

DripApplication : 2 lit. per acre
Applicablefor : All vegetables & fruit crops.
AvailablePacking : 250ml, 500ml, 1 lit.

34
7) RICH ONIGOLD
Category: Organic Plant Growth Promoters

Figure 3.3.12 RICH ONOGOLD

Description
Rich Onigold is a special product developed for onion and garlic crop. It helps to
increase the bulb size, quality and yield of the crop. It helps in increasing the
chlorophyll formation in crops.

Dose :1.5 -2 ml per lit. of water

Applicablefor : All vegetables & fruit crops.
AvailablePacking : 250ml, 500ml, 1 lit., 5 lit.

35
8) RICHGROW
Category: Organic Plant Growth Promoters

Figure 3.3.13 RICHGROW

Description
Richgrow is a special organic plant growth promoter containing Ascophyllumnodusm,
amino acids, fulvic acid etc. It plays important role in vegetative and reproductive
phase of crop. It gives best results in increasing flower initiation, prevents flower
dropping and also helps in vegetative growth of the plant. Soil application of
Richgrow helps in white root development and hence improves the nutrients uptake of
the plant.

Dose : 1-2 ml per lit. of water

Applicable for :All vegetables & fruit crops.
Available Packing :250ml, 500ml, 1 lit., 5 lit.

36
 9) RICHPLUS
Category: Organic Plant Growth Promoters

Figure 3.3.14 RICHPLUS

Description

Richplus is a super bio stimulant product. It helps in increasing the flower initiation, prevents
flower dropping &helps in fruit setting. Also helps in vegetative growth of the plant. It
increases the yield of the crop. It helps to convert vegetative phase into reproductive phase in
crop.

Dose : 0.3 ml per lit. of water

Applicablefor : All vegetables & fruit crops.

AvailablePacking : 50ml, 100ml, 250ml.

37
 10) RICHSIL
Category: Organic Plant Growth Promoters

Figure 3.3.15 RICHSIL

Description

Richsil is a silicon 60% powder which increase chlorophyll pigment in plants. It helps to increase
the photosynthesis activity in plant. Also helps plants to recover from a stress condition.

Dose :1.5–2gm per lit. of water

Applicable for :All vegetables & fruit crops.

Available Packing :250gm, 500gm, 1 kg.

38
 11) RISE UP
Category: Organic Plant Growth Promoters

Figure.3.3.16 RISEUP

Description

Rise up is organic product containing lignosulphonate. It helps in increasing flower initiation, fruit
setting. It also helps in reducing the flower dropping and increases the fruit size and shine.

Dose :0.5 gm per lit. of water

Applicable for :All vegetables & fruit crops.

Available Packing : 100 gm.

39
4) Spray Adjuvant

1) AQUAFINE
Category: Spray Adjuvant

Figure.3.3.17 AQUAFINE

Description
Aquafine is a best Ph balancer product. It helps to maintain the ph level of the
solution of spray. It increases the efficiency of the pesticides, fungicides and plant
growth promoters. It is compatible with all type of chemical and organic inputs
use in agriculture.

Dose : 0.5-1 ml per lit.

Applicable for : All vegetables & fruit crops.
Available Packing : 250ml, 500ml, 1 lit.

40
2) STICKFAST
Category: Spray Adjuvant

Figure.3.3.18 STICKFAST

Description
Stickfast is a silicon based sticker, spreader & penetrator. Which helps in
increasing the efficiency of pesticides, fungicides and plant growth promoters. It
has greatest capacity of decrease the surface tension of spray solution.

Dose :0.5 ml per lit. of water

Applicable for :All vegetables & fruit crops.
Available Packing : 250ml, 500ml, 1 lit.

41
5) Organic Granular Fertilizer

1) CROPMIX-G
Category: Organic Granular Fertilizer

Figure 3.3.19 CROPMIX-G

Description
Cropmix G is slow releasing bentonite granules. It is 100% organic granular
fertilizer. It contains Seaweed extracts, Humic acid, Amino acids and Hydrolyzed
protein. It increases the crop production capacity of the soil and also increases the
soil fertility. It helps in root development in crops.

Dose :10-20 kg per acre

Applicable for :All vegetables & fruit crops
Available Packing : 5 kg, 20 kg.

42
CHAPTRE-4
REVIEV OF LITERTURE

43
CHAPTRE-4
REVIEV OF LITERAURE

4.1 MEANING & CONCEPT OF THE TOPIC

Stress is a part of day-to-day living of every individual. The college students may
experience stress in meeting the academic demands, people on the job, business men
may suffer stress to reach office in time and to complete the projects on time and even
the house hole ladies may experience stress in managing the home affairs and to look
for the maid servant. The reasons for the stress differ from person to person. The
stress people experience should not be necessarily treated as harmful. An optimum
amount of stress can always act as an energizer or motivator and propel people to
apply the efforts and complete the work. But a high level of stress can be serious
threat to the personality trails of the individual and can cause physiological and social
problems.

What is Stress?
Stress is the "wear and tear" our bodies experience as we adjust to our continually
changing environment; it has physical and emotional effects on us and can create
positive or negative feelings.

Definition of stress

• According to the father of stress of research, Hans Selye, “stress is the spice
of life; the absence of stress in death.
• Stress is defined as an adaptive response to an external situation that results in
physical, psychological and behavioral deviations for organizational participants.
• Stress is understood as an individual reaction to a disturbing factor in the
environment.
44
• Ivancevich and matteson define stress simply as “the interaction of the
individual with the environment.

Remember that our main definition of stress is that stress is a condition or feeling
experienced when a person perceives that demands exceed the personal and social
resources the individual is able to mobilize. With this in mind, we can now look at
how you can manage all of the stresses that your career will bring From our definition,
you can see that there are three major approaches that we can use to manage stress

• Action-oriented:
In which we seek to confront the problem causing the stress, often changing the
environment or the situation;
• Emotionally-oriented:
In which we do not have the power to change the situation, but we can manage stress
by changing our interpretation of the situation and the way we feel about it; and
• Acceptance-oriented:
Where something has happened over which we have no power and no emotional
control, and where our focus is on surviving the stress.

4.1.2 Stress Terminology:

A stressor is any event or situation that is perceived by an individual as a threat
causing the individual to either adapt or initiate the stress response. Therefore, a
stressor is a stimulus and stress is a response. Stressor is the cause and stress is the
effect. The effects of stress upon a person are cumulative and can cause serious harm
if experienced over a long time. Dr. Selye Hans (1979b) was the first to study the
effects of stress. He suggested that stress had four basic variations:
1. Good Stress – Eustress
2. Bad Stress – Distress
3. Overstress – Hyper stress
4. Under stress – Hypo stress

1) Good Stress – Eustress;

It is the positive, desirable stress that keeps life interesting and helps to motivate and
inspire people. Eustress involves successfully managing stress even if the individual is
dealing with a negative stressor. It implies that a certain amount of stress is useful,
beneficial and even good for health. There is increased energy, high motivation,
shared perceptions and the performance improves quantitatively as well as
qualitatively. Moderate doses of eustress help to improve an individual’s performance.
2) Bad Stress - Distress:
Distress refers to the negative effects of stress that drains an individual out of his
energy and goes beyond his capacities to cope. This is a situation of „high stress‟
distress showing a drastic negative change in performance. The possibility of role
overload may force the individual to commit errors, make him indecisive and cause

45
irritation in him at the slightest pretext. There may be a case of „no stress‟ distress
also. Role underutilization creating boredom, decreased motivation, absenteeism and
apathy are all signs of „no stress‟ distress. It is undesirable negative stress.
3) Over Stress - Hyper stress
It means too much stress. It can lead to physical and emotional breakdown. Work
overload can be a common source of over stress.
4) Under Stress - Hypo stress:
Under stress refers to too little stress leading to boredom, lethargy and frustration.
Work under load and no work at all may lead to hypo stress in some situations.
According to another classification given by Selye Hans, stress can be acute and
chronic in its effects.

4.1.3 WHAT IS STRESS MANAGEMENT?

Stress management consist of making changes to your life if you are in a constant
stressful situation, preventing stress by practicing self-care and relaxation and
managing your response to stressful situation when they do occur.

WORK STRESS:
It may be caused due to disharmonious domestic circumstances, commuting and
various other pressures of city life. Work stress may be related to stress in the office
environment and nature of job. Work stress may become pressing to the extent that
the individual lacks autonomy and sense of purpose in the tasks he performs along
with boredom and monotony.
Stress isn’t always bad. Stress within your comfort zone can help you stay focused,
energetic, and able to meet new challenges in the workplace. Stress is what keeps you
on your toes during a presentation or alert to prevent accidents or costly mistakes at
work. But in today’s hectic world, the workplace can often seem like an emotional
roller coaster. Long hours, tight deadlines, and ever increasing demands can leave you
feeling worried, uncertain, and overwhelmed by stress.
work. But in today’s hectic world, the workplace can often seem like an emotional
roller coaster. Long hours, tight deadlines, and ever increasing demands can leave you
feeling worried, uncertain, and overwhelmed by stress.
When stress exceeds your comfort zone, it stops being helpful and can start causing
major damage to your mind and body as well as your job satisfaction. But no matter
what you do for a living, or how stressful your job is, there are plenty of things you
can do to reduce your overall stress levels and regain a sense of control at work

SOURCES OF OCCUPATIONAL STRESS:

Although occupational stress initially arises from constituent factors of job and its
psycho-physical environment, these factors are not inherently stressors. In fact, the
personal characteristics of an employee, cognitive appraisal of the job factors and
resources determine, the extent of stress experienced from a job factor or situation.
46
Thus the potency of the job factors or situations for causing stress can only be
hypothetically predicated but it is difficult to categorize or generalize any work setting
variable as a universal stressor. However, some job factors or work conditions are
likely to cause stress to majority of the workers which may vary from worker to
worker. The pressures caused by the job factors are mediated by the personal
characteristics of the worker. Hence, all the sources of occupational stress can be
broadly classified in two categories. :
1. Individual variables
2. Work setting variables
a. Work stresses
b. Non-work stresses

1. Individual Variables
An employer’s age, sex, health, status, experience and socio cultural back ground
have been found to influence the experience of occupational stress.

2. Work Setting Variables:

a) Work Stresses:

i) Job role:
It is a major source of satisfaction as well as stress for the employees. Certain
characteristics of job role have been noted as prominent source of occupational stress.
Researchers have applied “role theory” to understand stress problems at work and
examined how role pressures contribute to occupational stress Role overload and role
under load have also been noted as occupational stressors

ii) Job characteristics and Attributes:

Characteristic of the job is a very common source of employee’s satisfaction and
stress. The nature of job itself such as repetitive work can become a source of stress to
the worker. The other attributes of job may refer to autonomy at work, use of
knowledge and abilities, social interaction and power. If the jobs lack opportunities to
satisfy these needs, they become stressful to their doers.

iii) Physical work conditions and technology:

Qualities of physical work environment and technology as a factor can cause stress
in work setting. The physical qualities of work environment such as noise, lighting,
temperature, crowded work place can cause direct sensory and physical stress and
indirect psychological stress through their potentiality for causing negative health
consequences.

iv) Performance feedback and reward system:

47
 This factor enhances employee’s motivation and performance but causes
dissatisfaction and stress if it is inadequate or absent. If the workers feel they are not
being timely rewarded for their performance, they are likely to encounter stress. The
rewards include monetary benefits, recognition, appreciation, privilege and
promotion.

v) Interpersonal relations at work:

“The quality of interpersonal relationship at work plays a dominant role in
determining employees‟ job behavior and job stress”. Good relations form the social
support and buffer the job stress where as poor relations at work is a threat for the
employees. Relationship with superiors is equally important in determining the
amount of job stress.

vi) Organization structure and climate

It is generally observed that a structure of organization which allows more decision
making power to employees produces less stress.

b) Non Work Stresses Non work domain includes family, leisure or recreational,
community, social or religious roles. The non-work stressors are not left behind when
we enter the work place. There are three main work and non-work stressors:
Time based conflicts:
It is the challenge of balancing the time demanded by work, with family and other
non-work activities. It includes the number of hours at work (paid employment),
amount of travel time, inflexible work schedule and rotating shift schedule if any.
Time based conflict is more acute for women than men as women have to spend more
number of hours at home on household chores and child care activities than men.

Strain based conflicts:

It occurs when stress from one domain spills over to the other. Death of spouse,
financial problems and other non-work stressors produce tension and fatigue that
influences employee’s ability to fulfill work obligations. Similarly, stress at work
spills over to an employee’s personal life and often becomes a foundation for stressful
relations with family and friends.

Role behavior conflicts:

It occurs when people are expected to enact different work and non-work roles.
People, who act logically and impersonally at work, may have difficulty in playing a
more compassionate role in their personal lives. Several studies have attempted to
identify which jobs have more stressors than others. Teaching is a medium stress
occupation. Task characteristics and job environments differ considerably for the
same job in different organizations and societies. For example, a teacher’s job may be

48
 less stressful in a management institute of a small town than in a large city where
hierarchy is more formal with corporate culture.

4.2 BASIC THEORIES OF THE TOPIC

1 The Nine Stress Management Tips

49
 1. Know what stresses you most.
Not your co-worker, friend, husband, or wife. YOU!! Get your feelings out. Write
them out and describe each situation. Share all bad feelings with a friend or in a
journal. Before you can conquer your stresses you must know what is stressing you.

2. Say no

Focus on you own goals, not your spouse's or parents'. You must know yourself, your dreams, and
your passions. If asked to chair another group or take on another responsibility, look at your
mission statement or goals for the day. If it is does not fit it there say thank you but I just cannot.
Saying no is one of the hardest things in life, but will help make you a success in your chosen field.

3. Learn to relax

Work hard but know when to take time off to be with the family, go to the beach, or read a book.
Work all day if you must but when you get home play, watch cartoons, or tell your child a story.
This allows stress tension to go away and helps you calm the heart's pace and digest food normally,
and protect your immune system. Learn to meditate and take deep breaths to calm down.
50
4. Eat healthy

Eat less junk food and more fruit and vegetables for an amazing overall lowering of stress levels.
We can actually lower the amount of the bad stress hormone, Cortisol, by taking vitamins. Take
those vitamin pills daily.

5. Keep laughing.

Keep a sense of humor. Studies show a good attitude helps lower cancer rates, makes surgery more
effective, and keeps a relationship together through hard times.

6. Ask yourself WHY.

Why are you doing this? Write down your wants, needs, goals, hopes,and dreams. Does what
you are doing now help you get fulfill any of these things? What is your motivation? The more you
understand why you doing what you are doing the less stress you will have. If you cannot come up
with a good reason, then stop doing it

7) Stay active.
51
Exercise is a great way to relive tension and gives you a great break from exams. A healthy body
makes a happy body. Even a three-7minute jog is helpful at taking your mind off your pressures.
You'll come back with an acute focus and renewed energy.

8) Follow your bliss.

Try to know which subjects and type of people you enjoy. Structure your life around activities that
you love. Joseph Campbell, a wise philosopher, advises you to follow your bliss. The more you do
in life that goes with your own flow, the more passion you'll have for what you do.

9) Organize and Prioritize.

Do the worst and hardest tasks first. Keep a to-do list and calendar with you at all times. If you fail
to plan, you plan to fail.

We generally believe that the stress is caused by the external events and the dynamics of the
environment. But we need to emphasis the fact that the Stress is caused by our reaction to the
external environment. The manner in which we perceive and understand the changes or the
particular event creates same event can bring happiness and cause stress in two different people
depending upon how they react to it. When students are asked to prepare a presentation, some may
take it to the other students may be perturbed by it for the fear of his weakness. So, Stress is our
reaction to external events and it can be positive or negative depending upon how we react, it is the
general wear and tear of the body machine that takes place due to extra demands put on it.
52
Stress is the biggest killer in the Western world and the cause of huge losses of production in
industry. But the techniques to combat stress and Increase wellbeing in your daily life are within
your reach –if you know how to go about them.

REPLACING NEGATIVE WITH POSITIVE EMOTIONS

The Successful Stress Management course gives you guidance on the changes necessary to
overcome and reject negative emotions, and to replace them with positive ones that give you true
quality of life. Your course will enable you to consider the causes and effects of the stress in
today’s world, and help you plan strategies for managing and controlling stress to develop a healthy
sense of self-esteem. This is a much-needed course in today’s world of increasing anxieties, and is
invaluable whether you want to benefits yourself or make a career out of giving guidance to others.

We can define stress as “body’s non-specific response to any demand made on it”. Stress is
not by definition synonymous with nervous tension or anxiety. On one side stress provides the
means to express talents and energies and pursue happiness on the other side it can also cause
exhaustion and illness, either physical or psychological.

Reasons of high level of Stress

• Physiological and Behavioral Changes

• Speech problems

• Impulsive Behavior

• Crying for no apparent reason

• Laughing in a high pitch and nervous tone of voice.

• Grinding of teeth

• Increasing smoking and use of drugs and alcohol.

• Being accident-prone

• Perspiration/ sweaty hands

• Increased hear beat

• Trembling

• Nervous ticks

• Tiring easily

• Urinating frequently
53
• Sleeping problems

• Diarrhea / indigestion /vomiting /nausea

• Butterflies in stomach

• Headaches

• Premenstrual tension

• Pain in the neck and or lower back

Causes of Stress
Both positive and negative events in one’s life can be stressful. However major life changes are the
greatest contributors of stress for most people.

1 If people have to travel a lot and have to move from place to place, it can cause stress.

2. Individual can also be under stress if they are about to enter some new environment. They may
be going to new colony. To a new college or they may be joining a new organization.

3. Some events, which are generally once I a lifetime can also cause stress. The social institutions
of marriage or divorcé can cause stress. Pregnancy can also generate Stress.

They are:

 Time pressure
 Competition
 Financial problems
 Noise
 Disappointments

UNDERSTADING STRESS
Three potential sources of stress:

 Environmental Factors
 Organizational Factors
 Individual Factors

54
4.3 PROCESS, APPLICATION, TOOLS AND TECHNIQUES
PROCESS

The stress process model is a social psychological framework for analyzing the social
origins of physical and mental health. The model situates personal experiences of stress in their
broader social context and, by so doing, highlights the connections between macro‐structures and
processes and personal well‐being.

APPLICATION

Roles and Responsibilities

Training and Stress Management

Supervision and Peer Support

TOOLS AND TECHNIQUES

 Keep a positive attitude.
 Accept that there are events that you cannot control.
 Be assertive instead of aggressive. Assert your feelings, opinions, or beliefs instead of
becoming angry, defensive, or passive.
 Learn and practice relaxation techniques; try meditation, yoga, or tai-chi for stress
management.
 Exercise regularly. Your body can fight stress better when it is fit.
 Eat healthy, well-balanced meals.
 Learn to manage your time more effectively.
 Set limits appropriately and learn to say no to requests that would create excessive stress in
your life.
 Make time for hobbies, interests, and relaxation.
 Get enough rest and sleep. Your body needs time to recover from stressful events.
 Don't rely on alcohol, drugs, or compulsive behaviors to reduce stress.
 Seek out social support. Spend enough time with those you enjoy.
 Seek treatment with a psychologist or other mental health professional trained in stress
management or biofeedback techniques to learn healthy ways of dealing with the stress in
your life.

55
5 Stress Management Techniques
1. Take a 10 minute walk. According to a few experts if you take a walk it will help reduce
endorphins in the system that cause stress.
2. Practice mindfulness. Learning to focus on your breathing can help you reduce stress. ...
3. 0Create an exercise regiment. ...
4. Write a reflection journal. ...
5. Organize yourself.

56
4.4 REVIEV OF RESEARCH LITERATURE ON THE SELECTED
TOPIC
Article 1

AUTHOR: Ms. Lopamudra Pattnaik and Ms. Ashamayee Mishra Research Scholar, Dept. of
Business Administration, Sambalpur University (1987)

TITLE: Effect of Workplace Stress: A Study In Indian Context

ABSTRACT: Stress is a critical phenomenon. It is a very subjective experience. It is based widely

upon the background experiences, temperament and environmental conditions. Stress is a part of
life and is generated by constantly changing situations that a person must face. A certain level of
stress becomes unavoidable. Due to its complex nature stress has been studied for many years by
researchers in psychology, sociology, medicine and even in management. Certain stress is
necessary for the growth of individual and even a part of stress can lead to the serious ailment
causes. The paper focuses on the level of stress being found among individuals at workplace in
Indian context, with understanding the problems faced due to stress on the basis of gender, and also
to study employees’ perception towards stress, and to suggest measures to both management and
employees to deal with stress. The finding of the paper reveals that more or less stress is being
experienced by the individuals at workplace. Excessive workload and organizational conflict are
the major causes of workplace stress. Lifestyle imbalance is the common result of stress among
both the genders. It also finds that the management can play a vital role by providing training,
recreational activities, and meditation and yoga classes to the employees for managing stress at
work.

Article 2

AUTHOR: Uma Devi .T Associate Professor Aurora PG College Hyderabad- 500060 (1989)

TITLE: A Study on Stress Management and Coping Strategies With Reference to IT Companies

ABSTRACT: Stress has become significant due to dynamic social factor and changing needs of
life styles. Stress is man‘s adaptive reaction to an outward situation which would lead to physical,
mental and behavioral changes. Even though stress kills brain cells, not all stresses are destructive
in nature. Appropriate amount of stress can actually trigger passion for work, tap latent abilities and
even ignite inspirations. The study throws light on the wide spread silent problem by name Stress‘,
which gave raise to acute dysfunctions and are called many diseases, increase divorce rates, and
other harassments. The work stress is found in all professions. IT professionals are very streed
because they are highly target driven and highly pressured on results. ―Athletes experience the
strength that comes from eu-stress right before they play a big game or enter a big competition.
Because of eu-stress, they suddenly receive the strength that is required to perform to the best of the

57
ability‖. Stress can make a person productive and constructive, when it is identified and well
managed. The focus of the paper is to study the stress level among IT employees and to suggest the
coping strategies. A survey of 200 IT employees in the IT companies situated in and around
Hyderabad is done. Some of the stress coping strategies identified by this study includes stress
management programs, physical activities planned in job design, life style modification programs,
finding triggers and stressors, supportive organization culture, stress counseling programs, and
spiritual programs.

Article 3

AUTHOR: Revati C. Deshpande Assistant Professor, S.V. Institute of Management,(1992)

TITLE: A healthy way to handle work place stress through Yoga, Meditation and Soothing Humor

ABSTRACT:

The productivity of the work force is the most decisive factor as far as the success of an
organization is concerned. The productivity in turn is dependent on the psychosocial well being of
the employees. Stress can affect one‘s health, work performance, social life and the relationship
with family members. The stress response is a complex emotion that produces physiological
changes to prepare us for ―fight or flight.‖– to defend ourselves from the threat or flee from it. The
stressors and its consequences are to be understood at individual and organizational level. Stress in
the workplace has emerged as a major issue for businesses and has reached alarming proportions.
Organizations must develop stress prevention as well as stress reduction techniques. This research
focuses on practices adopted by organizations to prevent, minimize and to overcome the stress. The
study aims at understanding use of yoga, meditation and soothing humor by different organizations
as an antidote to workplace stress.

58
Article 4

AUTHOR: A.Rajesh & V.Narmada (1996)

TITLE: Assessing the factors causing stress and suggesting stress management techniques for
employees in it sector

ABSTRACT:

This paper is intended to determine the stress level of the employees in the organization. To achieve
this defined objective structured questionnaire based on the preliminary study made is prepared.
The prepared questionnaire is used to get the direct responses from the employees in an
organization. It is analyzed and interpreted using different types of statistical tools. The study
revealed that stress at workplace reduces productivity, increases management pressures and makes
people ill in many ways. Steps to be taken from the side of the management to reduce stress have
been suggested in this study.

Article 5

AUTHOR: L.Priya August – (1998)

TITLE: Stress Management at Workplace

ABSTRACT:Stress is a fact in our daily life. When a person needs help, it means the person feels
physically and emotionally disabled. Most people believe that their capacity and capabilities are so
little to encounter high level of stress. Today, with progress in all respects, human is facing new
challenges in many different fields as if progress in turn creates new problems. Over a century, the
nature of working has been changed widely, and still these changes are in progress. Following these
changes, number of illnesses has been increased, morality and human aspects are faded and new
problems are occurred every day, so that we are facing job stress which called “illness of the
century”.

59
Article 6

AUTHOR: Dr.M. Prabhu (2002)

TITLE: A STUDY ON STRESS AMONG UNIVERSITY STUDENTS IN INDIA

ABSTRACT: This paper endeavours to analyse and compare the levels of Stress, Anxiety and
Depression among the Tamilian and non-Tamilian students of Pondicherry Central University. The
data is collected from 243 students studying in different departments of the Pondicherry University.
Statistical tools of Mean, ANOVA, Chi-square, Correspondence Analysis, Cluster Analysis,
Correlation and Multiple Regressions were used to analyse the data. It has been found that student
of Pondicherry University are subject to low level of Depression, Anxiety and Stress. Using cluster
analysis, it has been found that Non-Tamilian students correspond to the low stressed group, while
the Tamilian Non –hostler students correspond to the moderately stressed group and the Tamilian
Hostler students correspond to the highly stressed group. It is further noted that anxiety largely
contributes to the stress of University students. This study does not cover the aspect of financial
pressure as a source of stress, which is also one of the major stressor to students. Tamilian Hostler
students are encountering high level of Depression, Anxiety and Stress. Hence, special attention
should be paid to them to address their problems and grievance, so that they may be helped to
overcome their problems. The study reveals that anxiety highly contributes to stress among
students. Hence, teaching faculty must concentrate on addressing anxiety of students, which will
automatically reduce stress among the students.

Article 7

AUTHOR: Girish B Dhumale ( 2002 )

TITLE:A Study of Stress among Students of Professional Colleges from an Urban area in India

ABSTRACT: Various studies across the globe have emphasised that students undertaking
professional courses, such as medical and dental studies, are subjected to higher stress. Excessive
stress could lead to psychological problems like depression and anxiety. The objective of the
current study was to assess stress among students of various professional colleges and its
association with various academic, social and health-related factors.

60
Article 8

AUTHOR:Deepti Bhargava, Hemant Trivedi (2006)

TITLE: A Study of Causes of Stress and Stress Management among Youth

ABSTRAC : Stress is a condition of mental pressure for particular individual facing problems from
environmental and social well-being which leads to so many diseases. Young age is the critical
period because at this time youth faces lots of changes in his/her life. They are expected to be the
elites in the society. Thus, they should enhance their stress management abilities so as to live a
healthy life after entering the society. When a child enters into the youth age, they need to not only
adapt themselves to the new life and new environment but also be familiar with many new people,
events, and things. The life stress on them is considerable. Therefore, understanding the sources of
stress among them and how they can cope with the stress is very important. The researcher found
that the stress mainly comes from academic tests, interpersonal relations, relationship problems, life
changes, and career exploration. Such stress may usually cause psychological, physical, and
behavioral problems. This study finds the causes of stress among youth. So after identifying causes
the researcher suggests that more emphasis can be given to development stage of child into
adolescence.

Article 9

AUTHOR: R.Hemamalini, V. Ashok, V. Sasikala (2012)

TITLE: AStudy on Stress Management and its Impact among Students

ABSTRACT:

Stress is a frustrating condition where it contains an excess of work and an overload which reduces
the concentration, mentality and the normal working condition of any students. This study
examines the impact of stress on students’ and stress management among students. The main
objectives were to ascertain or identify the extent to which stress affects students’ academic
success, health and general lifestyle, as well as to inquire about the effects of existing stress in
students. A quantitative method was used in gathering and analyzing the data. For this purpose,
questionnaires were distributed to students, who consisted of Post Graduate qualification. The
result obtained shows that nearly 40% of students feel stress in getting support from the faculty
members, fear of examination, lack of understanding the subject and feeling more stressed in
academic performance. The result has also identified that they is no difference among the genders

61
in experiencing the stress, were by both genders equally face impact of stress in their performance.
Stress can however be managed using various stress revealing techniques and also introducing
stress management course as part of the students’ extracurricular activities.

Article 10

AUTHOR:Sunny P Mathew (2014)

TITLE: A STUDY ON STRESS MANAGEMENT AMONG COLLEGE STUDENTS

ABSTRACT: According to a report from Royal College of Psychiatrists, a student faces important
challenges in late adolescence creates more stress with various reasons. It could be with because of
excess responsibility, adjusting with existing surrounding, adjustment with new friends, worries
about academic achievement, adjusting with existing faculties, food hobbits or may be thinking
about the future.

In this , the researcher is trying to identify the various symptoms of reasons of stress experienced
by youngsters in a small area of Kottayam District in Kerala state; and also suggests  the ways of
minimizing the stress among youngsters. He also explains about the best way to manage the
students stress and role of parents, faculty members and friends to combating stress.

62
 CHAPTER-5
Data
presention,analysis&interpreta
tion of data

63
CHAPTER-5
Data presention, analysis&interpetion of data

5.1 Appliction/implemention of topic at global scenario (case study/case let in

global context with respect to any two organtions)

ORGANIZATIONAL STRESS
CASE STUDY: PARTNERSHIP BUSINESSES IN THE
MUNICIPALITY OF PEJA – KOSOVO
Fjolla Trakaniqi,

(University “Haxhi Zeka”, Faculty of Business, Department: Business Administration,

str.”UÇK”, Peja, KOSOVO

ABSTRACT

Contemporary economic processes characterized by a high degree of integration, apart from

positive effects, are also characterized by the growth of different forms of stress. In these
contemporary processes, stress is inevitable for any individual who claims to successfully cope
with fierce global competition. So, organizational stress is present in all employees, despite the
country's economic development. The leadership of the organization is linked to the supervisory
style of the company's managers. Some managers create a culture characterized by tension, fear
and anxiety. They impose unrealistic pressures to act in the short term. This style of leadership,
this tension, fear and anxiety, directly affects the stress of the manager and at the same time the
employee of the organization.

Keywords: Stress, managers, anxiety, welfare.

INTRODUCTION

Stress at work is an epidemic of world size. Failure to match the needs and desires on the one
hand and the demands of a more complex society on the other side open the doors of stress.
Engagements at and out of work often cannot stand apart. Thus, the basic need to balance work
and work activities often creates stress. Engaging in the ability to successfully address the
64
challenges at work and beyond is one of the major stressors. As the world of business moves more
and more towards a knowledge-based economy, primary concern for employees and employers is
stress at work (Gaspar et al., 2007). For many employees, change also creates stress. Insecure and
dynamic environments characterized by restructuring, change of authority, or personal life
problems have led many workers to feel "overloaded" and "stressed" (Robbins & Decenzo, 2011).

Stress is called "invisible disease". It is a disease that can affect the individual, the organization
and the people inside it, so it should not and cannot be ignored. Stress is an external stimulus, all
the problems and difficulties that we face in everyday life. So stress is that uncomfortable
emotional and physiological condition that people experience in situations that they perceive as
dangerous or threatening to their well-being.

LITERATURE REVIEW

Stress in our century has become an inevitable part of work and life. Thus, it is considered
that stress is the cause of many problems of work and organization. Particularly stressful is
the management work. However, in a job it is not said that only managers are stressed.
Stressed may be each one, and especially the dependents of a stressed manager. For this
Lister Sinclair says: "A feared captain scares the whole crew" according to (Chandler &
Richardson, 2005). Many authors, the professional stress pose as disagreement
betweenworkplace and district requirements in relation to the opportunities, desires and
tendencies that these requirements satisfy. The same opinion is expressed by Marina & Dean
(2000), Chandler & Black (2007), Robbins & Decenzo (2011), Kempe and Mehler (2013),
Tracy (2014a). The greatest source of stress in the workplace is the brain effort to elaborate
many thoughts, many tasks, many future scenarios, many responsibilities, many concerns,
and many problems at the same time (Chandler & Richardson, 2005). Forster based on
Cooper's research (2006a, 2006b) as well as on his own research (2002 and 2009) has
highlighted that research in several disciplines confirms that stress at work became a very
important problem in all industrialized countries Western countries during the last two
decades of the twentieth century. Where, according to the author, even if we do not suffer
from the worst effects of professional stress, we can see feelings of pressure and anxiety
(Forster, 2009). "It's what we experience when we feel that the demands that life is giving us
are greater than the resources we have to deal with them," says Johnston (2011). Because
stress is a health related issue, risk assessment should also be considered when differentiating
individuals' ability to work in stressful situations (Banfield & Kay, 2011). When people are
exposed to a negative emotional state and are then asked to suppress these feelings, their
internal negative experiences often remain unchanged and in their brains and cardiovascular
system there are increased stress reactions (Cabane,2016).
Factors that affect in stress – Stressors

There is a considerable number of factors that affect work stress. According to Drago (1999),
the most general sources of stress are work problems (the behavior of superiors and work by
themselves) and the problems of life (parent-child problems and spouse's behavior). While
according to Jay (2002) the deadline may be one of the most stressful and frustrating aspects
of business life. The more it approaches you, you become more and more disturbed, you
often find yourself working long hours, take other jobs, and throw them onehand…

Each author presents an increase in the level of stress at work. This growth has been created
65
 by a number of factors influenced both by society and by organizations. Papa et al., (2009),
factors that influence stress, emphasize the load and the long working hours.

Table 1 shows the factors influencing organizational stress by Forster (2009) and Harvard
University Mentor Group – stress management (2009)
Table: 5.1.1. Factors that influence organizationalstress

Forster (2009) Harvard University Mentor Group – stres management

(2009)
Rapid organizational and a). Changing of b). Unhealthy c). Individual Reaction
technological change working Work
conditions Circle
Restructuring and Change of the volume of Overload at work Fear of failure
liberalization jobs. "Work dog",
of the labor market.
New requirements of Change of the salary the atmosphere Insufficient self-
public sector employees at work confidence is closely
related to fear of
failure
Increasing "poisoning" in Replacement of Supervisor Lack of confidence
some jobs job, y
responsibilities supervisor
or team. s
By increasing the average Changes that affect job Unpleasant Non-existence of
working hours security colleagues collegiality
and community
New employee pressures Unpleasant colleagues
Increase of pressures in all
local
Organizations
Source: Author (2017)

Robbins & Decenzo (2011) state that organizations never suffer from a lack of factors that can
cause stress. According to these authors, factors that create stress can be grouped into two main
categories - personal and organizational. Both of these categories directly affect employees and
of course their work. Both personal and organizational stressors are presented by these authors
in Table2.
Table:5.1 2. The main stressors
PERSONAL:
Personality
Family problems
Financial problems
STRESS
ORGANIZATIONAL:
Unclear function
Conflict of function
Overloading the function
Technologicalinventions
Engineering of business processes, shortening of the organization
Restructuring
Source: (Robbins & Decenzo, 2011)

What are the symptoms of stress?

Stress appears in three general ways: physiological, psychological, and behavior-related

66
 symptoms. Behavioral and psychological stress symptoms are more important to managers.
These can be seen in individuals. Psychological symptoms may appear in the form of
pressure and high anxiety, boredom and sluggishness - all leading to productivity decline.
The same effect have the behavioral symptoms - which include changes in eating habits,
increased consumption of tobacco or other stimulating substances, rapid speech or sleep
disorders Robbins & Decenzo (2011), Stress management (2009), Juras et al. (2009),
Richardson & Rothstein (2008). The following table presents the symptoms of stress by
Johnston (2011).
Table:5.1.3. Symptoms of stress
Physical symptoms Psychological Symptoms Symptoms of behavior
Muscle tension (tightening High sensitivity to Sleep deprivation
of the critics/criticism of
jaw, teeth clack, squat others
shoulder)
Increase in arterial pressure Unstable Humor (Tense, Changes in appetite
Irritated)
Nervousness Problem with concentration Isolation from others
Headaches, stomach pain, Problem with decision making Less self-control (smoking,
drinking
digestive problems alcohol, consumption of large
quantities of food)
Shortness of breath Rigid thinking, lack of sense of Verbal Explosions
humor
Source: (Joni E. Johnston, 2011)
Types of
stress

In order for every person to function normally and positively to solve the problem he faces,
little stress is necessary. Fortunately not all the stress is harmful. A dose of stress allows many
individuals to have better results, predict and analyze work problems and find their solution
(Kreitner, 1989, AppendixA6).Stress is a complex problem that can be positively or negatively
manifested. Stress is said to be positive when the situation gives someone the opportunity to
gain something, this process can lead him to a maximum performance. Stress can become
worse when restrictions or demands are imposed upon us (Robbins & Decenzo, 2011).
According to Banfield & Kay (2011), it is certainly true that certain people appear to be
advancing in a stressful workenvironment and a certain level of pressure is also needed and is
stimulous. However, stress, when it reaches the level that people find it difficult to cope with,
becomes dysfunctional and damaging.Consequences of organizational stress
Stress is a problem that everyone has to worry about, especially the stressed individuals because
the consequences can be enormous. Stress-related work has a critical impact on the health and
well-being of workers (Macan, 1994), (Cox et al., 2000). Stress-related problems lead to less
productivity, work absence, neglect and sluggishness. It costs billions of dollars every year to
companies around the world (Gaspar et al., 2007).
According to Manktelow & Anand (2008) work can kill you; If not directly then at least
indirectly. The Japanese also have a word for "Karoshi". "Karoshi" means overtime work -
heart attack and stroke. Karoshi's first case was reported in 1969. Ten thousand deaths every
year in Japan are attributed to Karoshi (Juras et al., 2009). Although death sounds a little bit
harsh, stress causes complex changes in the body's process, causing unwanted psychological
and physiological changes. Stress at work causes illness, less motivation for workers,
unproductive, and the least sense of confidence in their work capacities (Juras et al., 2009).

67
Stress management

The interest in strategies to reduce work stress has been increasing steadily since 1970.
(Richardson & Rothstein, 2008). Different psychologists recommend different techniques to
avoid or reduce negative emotions and harmful physiological reactions that cause stressful
problems, they aim to divert attention from the stressor problem. Some of the techniques that
can cope with stressful problems are: "Progressive relaxation, meditation, diaphragmatic
breathing, autogenic exercise, image relaxation, physical activity, Usually it is recommended
that the individual is best adapted to the environment, exercise, diet, regularity and
satisfactory interpersonal relationships (Dragoti, 1999).

Corporate executives and human resource professionals must find the right ways to organize
their professional duties to maximize productivity while at the same time keeping under
control the level of stress (Papa et al., 2009). For solving stress-induced problems, according
to Juras et al., (2009), firstly must first be removed stress resources - stressors. For the
solution of this problem, the authors continue: "Identifying stressors has as its objective the
ability to choose the right method of solving the stress problem at the workplace. To remove
the stressor from yourself or yourself from stressors it is possible to actively and passively
pre-create the workplace and its environment. "This is achieved by: employee training,
ergonomics and environmental design, business development, organizational development.
It is important that the organizations identify dangers of workplace stress and adopt policies
and measures to control stress (Banfield & Kay, 2011). While stress-induced pressure as a
result of work is not always predictable, timely intervention is necessary to prevent any long-
term damage to an employee who may otherwise suffer from stress due to work (Paul &
Rebecca, 2011).

organizational Stress in the World

Different nations of the world in different ways experience and describe the stress at work.
Some modern societies are awareof the monetary losses that stress at work causes for
prevention, they invest sums of money to minimize material losses arising from exposure to
stress at work, say Juras et al., (2009). According to Cenit (2010), there are different
legislation regarding the protection of a person at work. "In France, public spending provides
more coverage in this than in Canada, while in the US they are considerably smaller".That's
what experts say about this topic: "Based on research conducted by the University of
Chicago, more than 40% of Americans are affected by stress at work and more than 50% of
the 550 million working days lost annually as a result of stress experienced at work" (Stress
management, 2009). Forster (2009), following research conducted, concludes: "There has
been a visible link to stress-related illness in all industrialized countries around the world ... it
is estimated that two-thirds of medical visits to the US, UK and Australia is attributed to
stress-related illnesses".So stress is one of the main economic problems of developed
countries. Juras et al., (2009) provide data from researches in European countries arguing that
stress is ranked second in the health scale based on the complaints of employees in the
European Union. According to the European Agency for Occupational Safety and Health at
Work, every third employee of the European Union stress is present (28% or 41.2 million
workers and more women than men). Each year it causes a loss of one million working days,
or 50% of missed days, all of which made 20 million euros. In addition, it is responsible for
five million disasters at work.

68
 METHODOLOGY
Although there are ongoing debates about the definition of stress, the main purpose of the
research is to identify the stress and factors affecting it.The paper contains theoretical and the
research part, where a qualitative and quantitative method has been made. For the research part
were used questionnaires and analytical method. The collected data were selected, analyzed and
finally presented in tabular form. From these tables are derived graphs which represent the
results of the data in percentages.For data collection were used: 80 questionnaires were
distributed through direct contacts and 100 are distributed via electronic form through Google to
150 businesses in the municipality of Peja (Kosovo) during the period April - May 2017. From the
180 questionnaires that were distributed to managers and entrepreneurs of partnership
Businesses with general responsibility and those with limited liability. 50 of them did not answer
and 10 of them have not given the correct answer, which were removed from analysis In total,
120 questionnaires were used for the research.This questionnaire is divided into two categories:
the first category includes general information: a) personal data on the respondent, b) business
data, and the second category includes time management questions formulated according to
Likert scale, from 1 (very rarely) to 5 (very often). The analysis and results of these questions have
been made through the statistical method.The analysis and results of these questions were made
by using the Microsoft Office 2010 software package for descriptive statistics and the IBM SPSS
Statistics 20 program, utilizing the factorial method, the reliability test, and the verification of
linear regression hypotheses. By linear regression it has been proved that there is a relationship
between the variables.Data was extracted from the Municipal Business Center in Peja. Table 4
shows the number of businesses and their classification based on legal status, from 2000 to 2016 at
the moment of registration. In the table number 5 are given businesses with general partnerships
and those with limited partnership in the municipality of Peja, which are selected for research.

Type of business No. of businesses Percentage

I.B. Individual Business 6442 92%
LLC A company with limited liability 840 4.5%
JSC Joint Stock Company 11 0.1%
GP General Partnership 156 3%
LP Limited partnership 4 0.1%
FC. Foreign company 14 0.1%
PE Public enterprise 1 0%
AC. Agricultural cooperative 1 0%
Total: 7469 99.8%

Table5.1.4Source: Municipal Business Center Peja (2017)

Table: 5.1.5: Businesses with General / Limited Partnerships in the Municipality of Peja
Type of No. of Percenta
business bussinesses ge
G General 156 3%
P Partnership
LP Limited 4 0.1%
partnership
Total 160 3.1%
Source: Municipal Business Center Peja (2017)

69
 To extract the sample from the entire population is utilizing the formula Taro Yamane
(1973).
n = the sample,
N = population
E = 5% importance level (95% significant)

THE EMPIRICAL STUDY

In the empirical study are presented the results of the questionnaire realized by the selected
business managers. As outlined above, the results are achieved through the distribution of
questionnaires to these businesses' managers. The questionnaire contains 25 questions. Below are
the data collected through the table and then these data are presented graphically. The total number
of research subjects consists of 120 managers, who participated in the research, which is reflected
in table below.
Table:5.1. 6. General information about the participants involved in this study

Demographic Distribution
Frequency Percent
Men 88 73.3 %
Gender Females 32 26.7 %
Total 120 100

18 – 25 7 5.8 %
26 – 30 22 18.3 %
Age 31 – 35 44 36.7 %
36 – 40 22 18.3 %
41 – 45 15 12.5 %
46 – 50 8 6.7 %
51 and more 2 1.7 %
Total 120 100

Ph.D. 4 3.3 %
Scientific master 34 28.3 %
Level of education Master 33 27.5 %
professional
Faculty 46 38.3 %
High School 2 1.7 %
Secondary 1 0.8 %
school
Total 120 100
70
 Economy 37 30.8 %
Management 52 43.3 %
Accounting 7 5.8 %
Field of study and
Engineering 4 3.3 %
Other 20 16.7 %
Total 120 100
General director 37 30.8 %
General manager 33 27.5%
Human resources 8 6.7%
Position in the Manager
business Marketing 3 2.5%
manager
Financial 15 12.5%
manager
Project manager 13 20.8 %
Other 11 9.2%
Total 120 100

Manufacture 10 8.3 %
Service 66 55.0 %
Business Sector Commerce 43 35.8%
Construction 1 0.8%
Total 120 100

In the table 6, the businesses included in the survey are presented by sector: 55% are service
businesses, 36% commercial businesses, 8% manufacturing businesses and only 1% construction
businesses.Of all the participating managers in research 88 of them are male 73.3% and 32 female
26.7%. The minimum age is 22 and max 55 years. As seen in table 5, dominant age group is 31-35
with 44%, age group 26-30 and 36-40 years are 22%, 15% of participants entered the
41-45 year-old group, 8% of them are 46 -50 years old, in the age group 18-25 years are 7% of
managers and only 2% are over 51 years old Of the managers who have been part of the study,
regarding the question of what is the highest level of your education 38% of them have declared
that they have completed the faculty, 28% master, 28% professional master, 3% doctoral, High
school 2% and only 1% middle school.Of the 120 managers participating in the research, 43%
stated that they have studied management, 31% economics, 6% accounting and finance, 3%
engineering and 17% other: (business administration, marketing, computer science, information
technology, international relations).
When asked about your position in the business where you work, 31% of them stated that they
work as general director, 27% general manager, 13% financial manager, 11% project manager, 7%
human resource manager, Marketing manager 2% and 9% others: (sales manager, production
manager, import manager, quality manager).

Table: 5.1.7. Results of KMO and Test Barlett

KMO and Bartlett's Test
71
 Kaiser-Meyer-Olkin Measure of Sampling.892
Adequacy.
Bartlett's Test ofApprox. Chi-Square 1142.723
Sphericity Df 210
Sig. .000
Source: Author (2017)
As seen from the table above, the KMO test is (.892) because 89.2>0.50 we can say that the data
test is appropriate for factorial analysis. The second test we will look at is the Barlett test. As can be
seen from the table, the Barlett test is important (Sig.). This means that there are high correlations
between the variables, in other words the data set is suitable for the factor analysis.
Table

72
 Table: 5.1.8. Number of Factors Related to Eigen Value and Explanatory Percentage of

Variance
Table: 5.1.8. Number of Factors Related to Eigen Value and Explanatory Percentage of
Variance
Source: Author (2017)
There are different factors for determining the number of factors. In our example, we have
selected the Eigen value which takes into account the larger factors than 1. In Table 7, there are
5 factors reater than value 1 (Eigenvalues). Five factors explain the variance 63.070%.
The Rotated Component Matrix has resulted in values of (.497 to .808) indicating a great statistical
significance.
Table:5.1.9. Rotation Factor Matrix
Rotated Component Matrixa
Component
1 2 3 4 5
Q.14. .808
Q.9. .716
Q.15. .661
Q.11. .600
Q.13. .596
Q.16. .594
Q.1. .741
Q.4. .718
Q.3. .717
Q.2. .641
Q.21. .752
Q.17. .594
Q.8. .574
Q.18. .570 .499
Q.22. .543
Q.20. .540
Q.5. .763
Q.6. .726
Q.12. .547
Q.19.
Q.7. .497
Source: Author (2017)
To make factor assignments, variables that have a greater weight under one factor needs to be
grouped. Sub-factor variables are named as factors:
1. Poor management of time andstress.
2. Anxiety.
3. Symptoms ofstress.
73
 4. Stressfactors.
5. Timemanagement.
Table: 5.1.10. Reliability test
Reliability Statistics
Cronbach's Alpha Based on
Cronbach's Alpha Standardized Items N of Items
.849 .849 5
Source: Author (2017)

H0: 1. Inadequate working environment does not affect bad management of time and stress.
Ha: 1. Inadequate working environment affects bad management of time and stress.

H0: 2. Anxiety does not affect bad management of time and stress. Ha: 2. Anxiety affects bad
management oftime and stress.

Model:
Y = β0 + β1X1 + β2X2+ ε

Y = Poor management of time and stress β0=0,679; (constant term)

β1X1=0,674; (anxiety)
β2X2=0.122; (Inadequate working environment)
ε – The term of error Reliability coefficient = 95%
The model's prediction outline is as follows:
Inadequate time management and stress = 0.679+ 0.674 * (Anxiety) + 0.122 * (Inadequate
working environment)
Table: 5.1.11. Variation Analysis Table
Model Summary
Adjusted Std.
M R R R Error of
o Squa Square the
d re Estimate
el
1 .708 .502 .493 .59310
a

Predictors: (Constant), (Inadequate working environment, Anxiety

Source: Author (2017)

In this analysis from the correlation table, it can be evidenced that the correlation coefficient
R equals 0.708, which shows strong correlation and indicates that the coefficient is different
from zero. Whereas according to the R2 line which represents the percentage of change in the
dependent variable that can be explained by independent variables. It can be seen that from
our 0.502 value that independent variables explain 50.20% of variability of dependent
variables.
Table: 5.1.12. Variance Analysis Table
ANOVAa
Model Sum of Df Mean F Sig.
Squares Square
1 Regressio 41.450 2 20.725 58.9 .000
n 16 b

74
 Residual 41.157 117 .352
Total 82.607 119

1 Dependent Variable: Poor management of time and stress

2 Predictors: (Constant), Inadequate Work Environment, Anxiety
Source: Author (2017)
The table above shows the variance analysis results to see the difference between the
minimization result of the interruptions and the time management techniques involved in this
study. The table shows that in the dependent variable, time management, there are differences
in minimization interruption averages and time management techniques included in this study.
Value-F is 58.916 and p-corresponding value is given as <0.000, and we can safely reject the
zero hypotheses, meaning that the observed differences have statistical significance.

Table 5.1.13. Prediction of parameters

Coefficientsa
Standardi
Unstandardized zed
Model Coefficients Coefficie T Si
nts g.
B Std. Beta
Error
1 (Constant) .679 .235 2. .0
8 0
8 5
4
Anxiety .674 .071 .639 9. .0
4 0
6 0
4
Inadequate Work .122 .046 .181 2. .0
Environment 6 0
7 8
7
A. Dependent Variable: Poor management of time and stressSource: Author (2017)

The table above shows the results of regression where as a dependent variable is included bad
management of time and stress while as independent variables are included anxiety and
inadequate working environment. The chart also shows that the link between anxiety and poor
management of time and stress is positive (Beta 0.639, t 9.464, Sig. 0.000). Also the
connection between inadequate work environment and poor management of time and stress is
positive (Beta 0.181, t 2.677, Sig. 0.008).The positive regression B>0 indicates a positive
correlation between independent variables and dependent variable, resulting in an
increase in the level of anxiety variable the value of the dependent variable, poor time
management and stress increases by 0.674 units. At the time, with the increase in the level of
the inadequate working environment variable, the value of the dependent variables, the bad
management of time and stress increases for 0.122 units. The results of two independent
variables positively influence the depended variable on poor management of time and
stress.Based on these data, the hypothesis is H0:1. & H0:2. and we can conclude that Ha:1.
75
Inadequate work environment affects bad management of time and stress and Ha:2. Anxiety
affects poor management of time and stress.

CONCLUSION

The main purpose of the research was the identification and management of stress in the
businesses of Peja. In most of the answers given, it is noted that they have a problem with
stress. However, based on the results of the research, it is noted that the managers of these
businesses are more concerned with anxiety. The anxiety of these managers turned out to be
the result of bad management of time and stress. Also inadequate work environment affects
bad management of time and stress.

It is humane for any rational society to take measures to prevent and treat different forms of
stress. Although the number of businesses investing in human resources training and
especially of leading staff has risen rapidly in developed countries, there are a large number of
enterprises in the country that are failing to undertake prevention and treatment activities . As
a result of stress in the workplace, many people suffer from various illnesses. For this, the
stress associated with the workplace is an area the importance of which is growing more and
more each day. Since eliminating stress altogether is impossible, then both individuals and
organizations should take measures to at least mitigate it. Undertaking organizational
measures to prevent or reduce work stress will have an impact on individuals as well as in the
organization.

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79
 A case study on occupational stressors and effective stress management
interventions from a call center perspective

Akanji, Babatunde Oluwatoyin

Elizade University, Nigeria (toyinbabs01@yahoo.com)

Received: 9 December 2015 Revised: 10 February 2016 Accepted: 12 February

2016
Available Online: 16 February 2016 DOI: 10.5861/ijrsm.2016.1394

ISSN: 2243-7770
Online ISSN: 2243-7789 OPEN ACCESS

Abstract

This case study explores the realities of work stress in the Nigerian call center context and
employees’ views on how effective stress management practices can improve workplace well-
being. A total of 30 participants (20 call center agents and 10 team managers) employed in
two different call centers took part in the study. Semi-structured interviews were conducted
about the impact of call center working conditions on employee well-being while thematic
content analysis was used to analyze the data. The findings unveiled various interpretations of
how participants perceived call center stressors and the various coping strategies used in
managing job stress. Furthermore, recommendations were made for call center organizations
within this context to implement organizational-levelled stress management practices rather
making employees indulge in individual coping abilities. Thus, the implication of study is to
create a scholarly awareness on how occupational stress is perceived and interventions
conceptualized in service jobs within a non-Western context where literature is rare.

Keywords: work stress; Nigerian call center work; stress management practices; call center
stressors; non-western context

A case study on occupational stressors and effective stress management interventions from a
call center perspective

1. Introduction

The proliferation of the call center industry has often been accredited to the widespread quest
for rapid service deliveries (Mukherjee & Malhotra, 2006). However, occupational stress has
remained a central challenge within most call center milieu (Rasila, 2012). For instance, one
main stressor associated with these cost-effective facilities utilized by companies to connect

80
with potential and existing customers is often attributed to the heavy deployment of
technology to scrutinize and uniformly control service performances (Choi, Cheong &
Feinberg, 2012). Consequently, diverse research especially undertaken in developed countries
have reported extensively on the impact of this tightly controlled systems on employee well-
being while developing countries remains under-researched despite the fruitful development
of call center stations in these regions (Budhwar, Varma, Malhotra, & Mukherjee, 2009).
Consequently, the importance of addressing customer service working conditions in
developing countries is because there is still limited research focus in these regions despite the
economic benefits gained by large companies from industrialized economies outsourcing their
call center operations and engaging in off-shore customer service activities in these low
income countries such as the Philippines, Pakistan and India (Das, Dhawadkar, & Brandes,
2008). Furthermore, the lucrativeness of the telecommunications business in developing
countries of Africa has attracted foreign direct investment from global ICT firms gaining
entry into some West African markets in Ghana, Benin republic and Nigeria (Pyramid
Research, 2010). However, reports on call center operations in various countries seem to
present a broad resemblance of working environment, management practices and job
characteristics. Against this backdrop, this paper aims to make valuable contributions by
examining the nature of call center stress existing in a context-specific culture by exploring
views of call center employees on service systems operationalized in the Nigeria.
It is well known that call centers are operated via integrated telephoning systems. Agents
simultaneously use their computers to process, record, update customer data and answer all
customer queries in accordance to compliance standards. Office layouts are often open plan
with high noise levels from almost all representatives interacting remotely with customers.
Call center environments were described in the past by Garson (1988) and Taylor and Bain
(1999) as “electronic sweatshops” and “battery hens” with a view of explicating the intensive
and challenging nature of the call center profession. Therefore, the aim of this study is to
explore the realities of call centers challenging service workers in Nigeria where literature is
scarce. It is believed that this paper will be of benefit to mainstream academia through its
significant contribution to global call center literature by disseminating novel research
information of call center stress from a non-Western context. The study could also be of
benefit to welfare professionals and human resources personnel of the various telecoms
multinationals in Nigeria and other foreign potential entrants intending to engage in
telecommunication business on how employee stress can be effectively managed for better
organizational performance. Hence, this paper is structured as follows: the second section
examines stress theories and call center stress in literature. Subsequently, the third section
presents information about the Nigerian call center industry. The fourth part covers the
methodology and approach used to collect data and subsequent analysis of findings and
discussions. The lastly, the conclusions, limitations and areas for future research are then

81
presented.

1.1 Stress theories

In lay terms, the meaning of ‘stress’ is often described as feelings of being under too much
physical, emotional and mental pressure resulting into strain. But at a conceptual level within
various fields of stress research, there has been no consensus as to the definition of workplace
(Mark & Smith, 2008). Historically,
theoretical debates have conceptualized occupational stress from the stimulus perspective,
response-based approach and interactive propositions of a relationship between individuals
and their environment that is adversarial to well-being. For instance, the stimulus-based
theorists perceive stress as characteristics of the environment that are considered disturbing.
Thus, Cox, (1978) argues that the stimulus-based interpretation of stress historically centered
on “what happens to the man and not that which happens in him”. On the contrary, the
response-perspective considers stress from people’s biological reactions to stressors. In this
school of thought, earlier scientific scholarships by Selye (1974) defined stress as “the non-
specific response of the body to any demand upon it”. By non-specific response, Selye
conceptualized that regardless of whether it is positive (i.e. eustress) or harmful (i.e.
distressful) outcomes originating from surrounding stressors, the human bodily responses still
undergoes its general metabolic processes for the purposes of either preparing reactive
secretions to combat, accommodate or remove such stressors.
However, Vakola and Nikolaou, (2005) argued that more advanced scholarships consolidated
both the stimulus and biological response-based definitions by stating that stressful situations
mostly occur from people’s interactions with their environment in which psychosocial risk
factors (i.e. stressors) that results into strain. In addition, Lazarus and Folkman (1984)
proposed that stress becomes inevitable when an individual has insufficient resources to cope
with situational demands placed on them. When this occurs, an evaluation of the potential risk
is initiated (i.e. primary appraisal) which then informs the processes that frames an
individual’s development of coping strategies (i.e. secondary appraisal) to manage stress.
Furthermore, Lazarus and Folkman (1984) proposed problem-focused and emotional-based
coping strategies as two major methods used by people to moderate the effects of stressors
and strain outcomes. Problem-focused coping behaviors was conceptualized as proactive
measures used to reduce or alter distressful conditions whereas emotionally based-approach
refers to one’s tendency to manage painful emotional reactions in a temperate manner
especially when such conflicting challenges cannot be altered or changed momentarily. This
theoretical background will be used within the present study to assess how Nigerian agents
perceived work stress within the call center context.

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 1.1 Call center stress

A popular call center stress experience is often ascribed to the intensity of emotional labor
demands. Morris and Feldman (1996) defined emotional labor as “effort, planning, and
control required displaying organizationally desired emotions during interpersonal
transaction”. According to Hoshchild (1983) who pioneered the concept, explained the
intensive nature of managing personal feelings during the execution of customer service labor
where organizational prescribed rules of emotional display takes priority over any shred of
truly felt emotion. Consequently, the extent of high emotional enactment in call center work
that requires continuous expressions of normative emotions whether faked or surface acting
have been found in some studies to amplify burnout in form of emotional exhaustion,
depersonalization and reduced work accomplishment (Choi, Cheong, & Feinberg, 2012).
Furthermore, Kinman, (2009) found in her quantitative study of 246 front-line employees that
the negative impacts of emotional dissonance had a potential spill-over effect into other non-
work roles that leads to perceived work-family conflict.
Role stress is also regarded as unpreventable within call center roles (Ackfeldt & Malhotra,
2012). For instance, customer aggression expressed during conversation with service agents
have been identified as one of the primary role stress that substantially impact employee
wellbeing. Hostilities such as insults, shouting, derogatory remarks and other forms of vocal
aggression vented by customers during telephone conversation are found to positively relate
to burnout situations experienced by call center agents (Grandy, Dickter, & Sin, 2004).
Furthermore, Robinson and Morley (2006) argued that most call center managers rather
concentrate on mass attendance to customers as a yardstick for measuring productivity rather
than focusing on quality service rendered per call. In this regard, standardized and low labor
intensity practices are vigorously pursued by management while service employees are
pressurized with high levels of workload, rapid pace of work and electronic monitoring in
response to meeting performance targets or face disciplinary action, pay cuts or summary
dismissal for underperformance. Other reported call center practices that affect employee
wellbeing
includes high use of scripted dialogue, lack of job discretion, task variety, pressurized
monitoring and low managerial support (Gwak, Geong, & Choi, 2010).

From the foregoing, it has become important to scrutinize stress management interventions
(SMIs) that can mitigate the ‘stress epidemic’ that ostensibly overshadows call center
employments. Le Ferve, Matheny, and Kolt (2006, p. 548), broadly defines SMIs as “any
purposeful action taken to reduce or alleviate the stress experience by organizational citizens

83
in the execution of their work functions”. Established classification of SMIs in literature are
primary interventions which focuses on organizational best practices aimed at reducing,
modifying or eliminating tensioned work demands that impair health and performance.
Secondary interventions mainly enhances person-based approaches of coping with work
stressors while tertiary interventions are therapeutic methods aimed at helping employees who
already have formed signs and symptoms of illness from stress (Dewe & O’Driscoll, 2002;
Quick & Quick, 2004). However, concerns articulated by various SMIs scholars are often
geared towards criticizing the extent to which secondary and tertiary interventions are still the
most popularly adopted stress reductionist approach by employers (Dewe & O’Driscoll, 2002;
Le Ferve, Matheny, & Kolt, 2006). The approach was challenged by Cousin, MacKay, Kelly,
and McCaig (2004) that argued that more primary interventions should be prioritized and
made interventions of ‘first choice’ by employers. Though in the case of call center
employments, primary interventions may not suffice for stressors originating from customer
stress (e.g. abusive callers) but the obvious reason for prioritizing organizational interventions
is that health risk management that focuses on removal or elimination of job stress is far more
rewarding than minimizing or treating manifested health damage (Quick, & Quick, 2004).
Thus, the present study seeks to contextualize how work stress and SMIs are perceived in
Nigerian call centers.

1.1 The study context

Nigeria’s telecommunications industry has flourished economically as a result of the Nigerian

Civilian Government’s decision to deregulate the telecommunications sector in 2001. This
paved the way for fully liberalized markets which gave different foreign and local investors
corporate opportunities to engage in mobile phone operations popularly known as Global
System for Mobile (GSM) telecommunications wireless business in Nigeria (Adebisi, 2011).
This brought about creation of call center service jobs which is labor intensive in Nigeria
because of the ever increasing customer base of the various GSM mobile network companies
operating in Nigeria (Pyramid, 2010). With a population of over 140 million people (Fajana,
2008), the Nigerian mobile telecommunications services was described as one of the fastest
growing markets in Africa. Thus, call center activities became strategic points for customer
services for the various network providers in Nigeria and grew rapidly across the nation. This
centers deals with queries ranging from balance enquiries to customer complaints. Certainly,
the diversification of the Nigerian economy from the oil sector to the mobile service industry
became a pillar of the nation’s economic growth by the creation of call center workplaces and
businesses concerned with the distribution of mobile technologies and services. However, it is
worth noting that Nigeria is still riddled with national challenges facing its political, economic
and social status from the apparent leadership failures, poor infrastructure and corruption that

84
 is affecting the nation’s industrial development (Ampratwum 2008). This makes Nigeria a
fertile field for the present study context.

2 Methodology

Epistemologically, the study drew primarily from a phenomenological paradigm for the purposes of
sourcing rich qualitative data from real life situations of the study participants. During the
interviews, these key informants were not cued in their narrations of all relevant aspect of their call
center working conditions. Semi-structured interviews were conducted on site in the two call
centers located in Lagos State which is a major commercial city in Nigeria. In order to meet the
eligibility criterion, selection of participants was done through judgmental sampling (Saunders,
Lewis, & Thornhill, 2012). Subsequently, names and contact details of most participants were
sourced from the author’s friends and family and then screened to find out their participatory
interest in the research, time in employment and job roles of all interviewees. 19 participants that
meet thesecriteria were selected and thereafter, a snowballing sampling was then used to make
the total number of the participants. Given the request for confidentiality and anonymity,
pseudonyms were used to represent participant’s names and their call centers firms. The
demographic profiles of all interviewees are presented in the table below:

Table 5.2.1Profile of all the participants

Marital status Frequency %

Single 19 63.3
Married 10 33.3
Divorced 1 3.3
Participants
ages
30-34 14 46.7
35-39 8 26.7
40-44 5 16.7
45-49 2 6.7
50-54 1 3.3
Educational
status
Undergraduates 9 30
Graduates 13 43.3
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 Masters degree 8 26.7
holder
Number
participants
Call center 1 18 6
Call center 2 12 4
Number of 10
Managers
Number of 20
agents
Note. Demographic data of study

The semi-structured interviews were conducted in English and lasted for about 40-60mins
with each interviewee. Conversations focused on allowing participants to describe in their
own words, experiences of job stress and views about SMIs that can moderate workplace
stress. Apart from interviewing call center staffs, the reason for engaging call center team
managers was because they represent the middle management. Though a number of similar
open-ended questions were asked during the interviews with both service agents and their
team managers, however, the main areas of questioning disparity were the attempt made in
finding out the understanding of workplace stress at the managerial level. Some notes were
also taken during the interview while transcription was carried out thereafter. All the
transcribed data were analyzed using thematic analysis (TA) which is a qualitative method
useful for “identifying, analyzing and reporting patterns [themes] within data (Braun &
Clarke, 2006). TA offered an accessible and theoretically-flexible approach to analyzing the
narrative data. Thus, open coding was utilized as a conceptual devise to tease out and
categories commonalities, differences and relationships across data sets. Therefore, emerging
themes from the study data were thematically identified primarily at a sematic level of
analysis (Boyatzis, 1998). At this level, themes are primarily identified from the surface
interpretation and explicit meanings from participants about the topic of under-study.

2. Findings and Discussion

The study data provided evidence of what the participants perceived as call center stress
within the Nigerian context. In general, a simple framework was developed summarizing the
entire views in this regard. Interestingly, within the framework as diagrammatized below, the
factors constituting work stress going by the accounts of all service employees were not
dissimilar to the established problems that have been reported in call center literature.
However, the stress interventions (i.e. moderators) that emerged from findings generated new

86
knowledge on anticipated solutions that were found to be best practices for extenuating
service stress and appropriate for enhancing employee well-being.

87
Figure 5.2.1: Conceptual findings of study

From the above diagram, the initial findings focused on all participants’ accounts of their
understanding of stress at work. Views held about work stress experiences within the Nigerian
call center employments that did not differ from the conceptual definitions of stress as a
stimulus, response-based and interactive proposition in literature. Emphasizes was placed on
the fact that the primary causes of stress in call center work were embedded in job
characteristics and operational environment. For instance, excerpts from one of the shared
views of participants states that:
“The stresses we feel from our work are mostly from job restrictions, managing high call
volumes and other general customer service demands” (Joe in Call center 1).

At the managerial level, call center managers expressed concerns of dealing with competing
roles and priorities, with differing degrees of demands from senior management. One of the
floor managers stated that:

“At my level, my stress concerns is my team performance, making sure that service standard
agreement levels are always achieved and meeting every ancillary demands that the company
throws at me” (Alicia, Team manager; Contact center 2).
On the whole, the findings revealed differential views of work stress with 33.3% of
participants (n=10) expressing their understanding of stress as stimulus induced as illustrated
above in the comments from Joe and Alicia. Furthermore, 23% (n=7) perceived stress as
mental and physical reactions to environmental demands with expressions like “…as a man,
my mental and bodily responses depicts if I am stressed depending on work demands”
(Joseph, call center 2 agent). However, the rest 43.3% (n=13) conceptualized stress as
occurring when role demands overwhelms the individuals’ capacity to meet such service
demands. Further, it was gathered in our findings that the various interpretations that all

88
 participants held about job stress were influenced by their individual characteristics such as
personality traits, age, and sex amongst other demographic factors. Some participants were of
the view that personality traits represent distinctive patterns of behavior (including thinking,
feelings and beliefs) that is consistent across time and situations.
From the interviews, it was revealed that the variations in opinion about call center stress was
significantly premised on cognitive factors such as personal beliefs based on age, employment
status, gender and societal context. In addition, some participants perceived to be extroverts due to
their sociable and friendly nature on the telephone conceptualized work stress as broadly triggered
by external stressors (i.e. stimulus) which requires emotional containment from such employees to
still maintain a positive attitude. But some of the introverts explained how difficult these affective
adjustments can become. Accordingly, Khoury and Analoui (2009) suggest that this is why
employees often reactdifferently to the same set of organizational stressors. FurthermoreParkes
(1994), comments that investigation into individual differences is significant for the purposes of
clarifying divergent personality traits and their effects in predicting stress outcomes which can in
some circumstances be useful in implementing appropriate interventions (Mark, & Smith, 2008).

However, as the study analysis progressed, some over-arching themes emerged as work
stereotypes causing call center stress in Nigeria (see figure 1). For instance, some interviews
revealed institutionalized work control systems. The participants confirmed that the heavy
reliance of technological surveillance and overt monitoring was the normative tradition
employed by managers to “convert labor power to profitable power” (Callaghan, &
Thompson 2001). With regards control frequency, one of the participants said
“My conversation is scripted and remotely monitored so often to the extent that if I miss a line
in my compliance script during conversation, I will prefer to go back and repeat the exact
words I should have said…the customer can almost guess that I am reading off my computer”
(Matthew, an agent in call center 1).
A few participants also expressed how customer interactions can adversely affect their
wellness in terms of the extreme emotional labor. This is a major feature of call center work
involving persistent display of regulated emotions in exchange for wages (Holman 2003). Our
interviews unveiled that monitoring practices in the Nigerian call center settings are overly
excessive with such extreme emotional demands that require constantly maintaining an
imposed friendly customer service disposition (Siong, Mellor, Moore, & Firth, 2006). This
fact has earlier been emphasized by Deery, Roderick, and Janet (2002, p. 39) that call service
workers are often targets of customer hostility and abuse. Furthermore, study participants felt
that call center operations in Nigeria emphasizes more on structures and systems than
employee feelings as most telecoms firms are primarily profit driven.
Work stress was also found to impact family life in Nigeria. Thus, one of the married females
narrated that “the most difficult people to deal with are the non-English speaking customers
passed through on our language line […] they won’t listen to you […] I perceive that
89
 sometimes I unconsciously transfer some office aggression to my family members at home”.
This assertion illustrates how work stress can cause work-family conflict (WLC). This
resonates with Clark’s work-family border crossing theory that presents explanations on how
working adults negotiate and manage their work and family roles in order to attain a balance
(Clark, 2000). However, Clark identified the complexities involved in managing the borders
of both domains due to the fact that employees are seen as border-crossers that are
continuously making transitions between both roles of life. For instance, in our present study,
participants admitted that spill-over experiences of mental strain transferred into their family
life shows the permeability to which their psychological patterns of behavior is sometimes
stimulated by over-arching outcomes from stress sources espoused in their call center work.
When participants were further scrutinized about the consequences of service practices with
regards performance monitoring, one agent answered that “I feel objectified and
psychologically drained sometimes”. Six other participants also confirmed that though the
stereotypical monitoring systems gives predictive capacity and performance directions to
managers (Houlihan, 2000) but service agents are most times victims of job stress induced by
such monitoring intensity. Furthermore, some other participants commented that job
restrictions wielded around their service roles through scripted dialogue metrics barricades the
extent to which they can use their discretion. For example, one agent working in call center 1
said:
“Sometimes customer becomes agitated and frustrated when you don’t deal with their queries
at the first instance […] but have to transfer them to the relevant department in accordance to
compliance procedures. However, I can deal with some of this queries based on my level of
work experience but I am restricted because calls are monitored remotely while his job
restrictions is the main cause of my job burnouts”.
This confirms that the traditional practices of strict monitoring and intense use of scripted processes
designed to interact with customers reduces work latitude and increase burnout which in turn
affects thecompetent levels of agents (Spring, & Jackson, 2006).

One-third of the participants further confirmed that the scripted dialog tradition of call center
work makes the job monotonous, boring and strenuous. Other stressors that were raised by
participants included psychological strain from fear of not meeting targets, job insecurity and
other severe sanctions that can cause mental detachment from their service roles. On turnover,
most participants’ shared similar views were: “I can never think of leaving my job with this
high rate of unemployment in Nigeria […] I have learnt to endure and ensure I fulfil the
minimum service standards to secure my job”. Another participant said “I have developed a
sense of hardiness against the stress tides in Nigeria”. It is worthy of note that the majority of
the Nigerian population (estimated 70%) lives below the poverty line arising from Nigeria’s
leadership failures, corruption, high inflation rates, disturbing unemployment rates, economic
90
mismanagement and other plethora of reverses that characterizes a nation in crisis. This is the
reason why working Nigerians in gainful employment hold on tightly to their jobs even in the
face of adverse working conditions caused by the minimal enforcement of labor laws (Anyim,
Ikemefuna, & Mbah, 2011).
With regarding to coping with stress, some participants narrated that ‘personal hardiness’ are
traits that have been developed as a psychological and physical coping resource. Hardiness is
commonly taken to be a nature in which individuals’ seek to generate positive self-evaluation
that produces positive emotions about the future even in the face of adversity (Greenhaus, &
Powell, 2006). Nigerians have been known to be born survivors no matter the pressures of life
encountered. Study participants also narrated that individual coping strategies were still their
best options of relieving themselves from the extreme pressures they encounter during service
interaction. This is given to the fact that primary stress management interventions are still
minimally recognized in Nigerian employments (Mordi, Mmieh, & Ojo, 2013).
Few participants advised that they adopt the problem-focused strategy like requesting transfer
from being a call center staff to the back office when their call center roles becomes
overwhelmingly stressful to bear. But majority of the participants advised they lean on social
support by relying on managers to provide necessary assistance to struggling agents.
According to some agents, a common supervisory support is adhering to the policy of
escalating difficult calls to line managers on duty. This policy provides needed guidance in
call time control and lessens the emotional burden of customer stress on floor agents. Though
one of the managers expressed concerns of this policy because most often, it set superiors at
the receiving end of such difficult calls. Some other agents shared views that they cope with
stress in an emotionally positive thinking manner (Lazarus, & Folkman, 1984). For instance,
some participants claim to engaged in positive thinking strategy by suggesting that their
spiritual beliefs in a ‘Celestial God’ gives them signs of relief from the stress of life.
Specifically, one participant said “I am a Christian and God has been my source of protection
and relief from emotional stress”. Also, another agent advised that been a Muslim, his
employers allow staffs to hold their traditional fifteen minutes Friday prayers in a room
provided around the call center building.
This finding resonates with a previous study by Mordi et al. (2013) that found Nigerians to be
religious with various degrees of beliefs shaping peoples’ way of life in a positive sense.
Though the overall views of some participants is that most of this secondary interventions are
curative in nature and falls short of addressing the contextual and structural challenges within
the Nigerian context. Furthermore, some of the informants were of the opinion that their
managers are not sufficiently trained in understanding the implications of stress in the
workplace to enable them acknowledge the need for adopting primary interventions in
addressing workplace stress problems. Although five managers interviewed in present study
held a defensive view of experiencing higher stress levels in managing their respective call

91
center teams and assigned more job task such as tracking the number of calls per agent,
abandonment call time, agent’s wrap time and achieving all other key performance indicators
(KPIs). The managers voiced out their minds that they are trained to be task oriented in their
approach in managing team productivity and workplace risk assessment. One manager
explained that:“Because my managerial performance is heavily measured by quantitative
metrics, I carry out my team’s health risk assessment based on the prescribed computer
generated questionnaires that agents fill and return for statistical computations”.
However, some agents were of the view that this standardized intervention was insufficient
too because it often fails to address the substantive issues aimed at eliminating and reducing
the intensity of the number of call center stressors.
Given the prevailing circumstances, agents conveyed arguments that primary stress
management interventions are the best solutions for better performance standards and
workplace wellbeing in Nigeria. Study participants expressed desires for best practices to
converge at more robust ‘prevention is better than cure’ models. Some themes emerged as
recommendations that can effectively moderate call center stress sources and consequences
(see figure 1). Thus, solutions such as introducing high involvement work systems, shared
leadership, employee engagement and work-wife balance practices were described as
proactive ways of promoting employee and organizational health standards in call centers. In
respect to high involvement systems, participants of study expressed views that they would
prefer a call center culture that fosters collaboration and mutual support that can engender
agents to do their jobs effectively through the instrumentality of job autonomy. To this effect,
high involvement work practices that emphasizes on active participation of employees in
work processes through self-managed teams was suggested to be desirable for employee well-
being rather than short-termism practices that breed high rates of absenteeism, turnover,
anxiety and burnout. This recommendations made by Nigerian call center workers suggest
that high involvement work systems could act as a proactive model against organizational
stress designed to treat people as organizational resources in which to invest, rather than costs
to be controlled (Mendelson, Turner, & Barling, 2011).
Further, some participants also recommended that effective SMI will be better achieved if
Nigerian call center managers are more relational in leadership approach and further focus on
employee engagement. This approach was viewed as producing a fit in interpersonal
relationships between call center superiors and subordinates. Accordingly, Wallace, Eagleson,
and Waldersee (2000) suggested that HR practices in call centers that aims at delivering
excellent service will be better achieved through supportive management. Thus, some call
center agents suggested relationship leadership presents management practices that will
empower Nigerian agents to partake in decision-making processes which will subsequently
decrease job-related stress and increase work satisfaction. To this end, participative leadership
approaches have been found to impact positively on employee engagement that fosters

92
organizational citizenship that can motivate positive outcomes at both the employee and firm
level (Robertson, & Cooper, 2006). This last recommendation was in the area of promoting
work-life balances policies. Some of the participants that were married signified how strain
based outcomes originating from call center stress could act as primary cause of work-family
conflict. This was confirmed by the quantitative study of Kinman, (2009) that the continuous
display of high emotional regulation in customer service roles may result in strain-based spill-
overs from work to other non-work domains which may manifest in various forms of signs
and symptoms of sleeplessness, debilitations, aggression, social withdrawal, health
impairment and turnover intentions.
Further, few of the married participants in our study commented that the high level of
occupational stress in their service roles interfere with their parental responsibilities especially
when they work night shifts and are compelled to engage services of extended family
members and paid house helps for child care support. This is because the Nigerian culture is
perceived to be a collectivist culture that places more value on family ties. However, work-life
balance presents a significant social consciousness that the economic, family and social life of
an adult worker should present less competing priorities but rather complementary elements
of a full life (Manfredi, & Holliday, 2004). Findings emerged for call center management to
implement family-friendly policies such as better flexi time, job sharing, compressed hours,
and childcare facilities among other working practices. Married participants suggested that the
recognition of these policies will in return strengthen employee engagement and call center
productivity.
3. Conclusions and area for future research

This study has shown that job stress in call center work is a ubiquitous phenomenon with
similar characteristics, antecedents and impact on human resource. Evidently, the present
research has shown that the context of job stress in call center work existing within a
developing nation of Nigeria share similarities with challenges often identified in call centers
established in developed countries. For instance, this study presented Nigerian service
workers as defining work stress from the three different theoretical perspectives reviewed in
literature. Study findings also revealed participants using various individual coping strategies
to mitigate the harsh effects of stress encountered during service encounters. Findings also
revealed participants expressing the need for their call organizations to adopt proactive stress
management practices instead of leaving individual employee to cope with the various levels
of call center stress being faced on a daily basis. Thus, the practical implication of the study is
for management and HR managers to consider aspects of the working conditions that are
identified as stressful within the Nigerian context with the aim of finding lasting solutions.
For instance, best practices suggested by participants should be implemented to make call
center work more tolerable. Call center agents can be given more work autonomy while using

93
monitoring processes to develop skills variety rather than for disciplinary purposes. In
addition, work-life balances policies should be adopted at the behest of agents with family
responsibilities. One of the limitations of the study is the relatively small sample size of
participants drawn from two call centers in Nigeria. Additionally, the study concentrated on
only one State (i.e. Lagos) of Nigeria out of the numerous contact center spreading across
various States in the country. This makes the findings less generalizable. However, future
quantitative data can be collected to test the validity of this qualitative study.

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5.2 Appliction/implemention of topic at indian scenario (case study/case let in
indian context with respect to any two organization)

1AFunctional Report on Stress Management among Bank

Employees

Dr. Y. Venkateswara Rao1, Lavanya Ramesh Rayapureddy2, Annapurna Rayapureddy3

1
Professor, Department of MBA, Mallareddy Engineering College for Women, Maisammaguda, Dhulapally,
Hyderabad, Telanagana, INDIA
2
MBA I year, Mallareddy Engineering College for Women, Maisammaguda, Dhulapally, Hyderabad,
Telanagana,INDIA
3
M.Sc (Botany), AK Navajeevan College, Ramakoti, Hyderabad, Telanagana., INDIA

ABSTRACT
A man's life today faces all sorts of challenges and obstacles that hamper his
normal functioning and most of the time his pressure is too hard to handle.
When we are expected to meet the changing demands, we undergo stress.
Studies show that stress is a negative state of mind and since state of mind is
changeable, stress is controllable. By adopting various stress management
techniques and knowing exactly where the stress is coming from can release
stress to a greater extent and give a sort of comfort and boost confidence. In
the proceeding article the causes of stress and stress controlling techniques
are elaborated clearly. Stress is defined as a situation where the organism„s
homeostasis is threatened or the organism perceives a situation as
threatening. Stress coping methods are the cognitive, behavioral and
psychological efforts to deal with stress.

Keywords-- Stress, HRM, Project, BPO, Lack of Satisfaction

I. INTRODUCTION
Stress management is the need of the hour. However hard we try to go
beyond a stress situation, life

seems to find new ways of stressing us out and plaguing us with anxiety
attacks. Moreover, be it our anxiety, mind- body exhaustion or our erring
attitudes, we tend to overlook causes of stress and the conditions triggered by
those. In such unsettling moments we often forget that stressors, if not
escapable, are fairly manageable and treatable. Stress, either quick or
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 constant, can induce risky body-mind disorders. Immediate disorders such as
dizzy spells, anxiety attacks, tension, sleeplessness, nervousness and muscle
cramps can all result in chronic health problems. They may also affect our
immune, cardiovascular and nervous systems and lead individuals to habitual
addictions, which are inter-linked with stress.
Like "stress reactions", "relaxation responses" and stress management
techniques are some of the body's important built-in response systems. As a
relaxation response the body tries to get back balance in its homeostasis.
Some hormones released during the 'fight or flight' situation prompt the body
to replace the lost carbohydrates and fats, and restore the energy level. The
knotted nerves, tightened muscles and an exhausted mind crave for
looseness.

Objectives:
 To identify and measure the level of stress among bankemployees.
 To understand how stress works and develops sustainable behaviors of the Banking
Employees.


 To identify the causes of unwanted stress and avoid negative stress whilst enhancing
positiveexperience
 To utilize effective relaxation and stress reduction techniques.
 Practice skills in developing tailored methodologies to address their unique styles of
reacting to stress, mitigating its effects and avoiding the development of severe stressresponses.
Scope of the Study:
Bank employees have been identified as a “high risk” occupation for exposure to
violence and stress: indeed, the term “going activities” has become synonymous with serious
acts of workplace violence. However, less severe and therefore sometimes more inconspicuous
acts of violence, such as threats and psychological abuse, occur far more frequently, and affect
postal and telecommunications services workplaces to a varying extent. The nature of banking
sectors work means that employees face the risk of violence and stress emanating from outside
the work environment. bank workers also face hostility from the public, dangers associated with
handling valuables, as well as discriminating stress due to organizational reforms and the impact
of mergers and acquisitions, globalization, new technology, new work practices, business

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 performance and the like. These factors have strained relationships between
managers,employeesandworkers‟organizations,havegiven rise to job insecurity, dissatisfaction
and conflict among the workforce, and can lead to workers feeling unable to cope with the
demands of work and allowing tensions tointensify.
Importance of the Study:
Stress – the mere word can cause anyone to cringe and feel on-edge. Stress is how the
body reacts to any kind of demand, threat or change being experienced. It is usually associated
with a feeling of being overwhelmed. It is important to note that stress is not a “one size fits all”
concept. What stresses one person out may not faze the next person based on the way in which
they perceive the stressor. This is why it is important to understand the causes and effects of
stress, as well as how to identify your own stressors and ways to properly manage yourstress.
Limitation of the survey
 The questionnaires were filled be 35 employees working in the three major Banks of
Bokaro i.e. Axis Bank, HDFC Bank and SBI Bank. So the scope of sample findings
wasless.
 The questionnaire was filled by 35 employees of different designations. So the point of
view of employees differs as per theirdesignations.
 The employees from whom the questionnaires are filled are in a heavy workload so some
of the questionnaires filled by the employeeswho are in stress cannot be calledreasonable.
 One of the other problems of questionnaire is the
cost.Sometimesitmaybepossiblethatevenby spending so much the result may not be
reasonable.
II. RESEARCH METHODOLOGY
Stress is a dynamic condition in which an individual is confronted with an opportunity,
demand or resource related to what the individual desires and for which the outcome is
perceived to be both uncertain and important. This is a complicated definition. Stress is
not necessarily bad in and of itself. Although stress is typically discussed in a negative
context, it also has a positive value. It‟s an opportunity when it offers potential gain.
Consider for example, the superior performance that an athlete or stage performer gives
in “clutch” situations. Such individuals often use stress positively to rise to the occasion
and perform at or near their maximum. Similarly, many professionals see the pressures
of heavy workloads and deadlines as positive challenges that enhance the quality of their
work and the satisfaction the get from their job.
But it is different in the case of bank employees. The bank employees are the people
who also have to achieve the certain target and so for the non achievement of target the
employees remain stressed and tensed. The employees who have the simple table work
also have to face the problem of stress. Due to recession the banking sector is also facing
the problem of employee cut-offs and so the work load of the existing employees
increases and the feel stressed.
This research is to carry out the study that how much stressed the employees of the
banks are and how do their stress affect their work life, social life, output etc. so a
sample of 14 to 15 employees are selected from all the three banks for the research of
stress among them.
Sampling
Sample: I have taken the sample of 35 employees from three different banks of Bokaro
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Steel City. All the employees were of the same designations.
Reason: As we find the employees of the bank to be more stressful as more and more
employees are taking VRS and are dismissed because of inflation. I have selected only
those three banks which are affiliated to the public and are specialized in consumer
needs fulfillment.
It is incumbent on the researcher to clearly define the target population. There are no
strict rules to follow, and the researcher must rely on logic and judgment. The
population is defined in keeping with the objectives of the study. Sometimes, the entire
population will be sufficiently small, and the researcher can include the entire population
in the study. This type of research is called a census study because data is gathered on
every member of the population. Usually, the population is too large for the researcher
to attempt to survey all of its members. A small, but carefully chosen sample can be
used to represent thepopulation. The sample reflects the characteristics of the population
from which it is drawn.
Research Instrument:
Work through the table on paper and calculate values manually. Fill in values
appropriately on the sheet. This will automatically calculate scores for you and interpret
these scores, showing the score and interpretation in row 30.If you choose to use the
manual method, then calculate the total of the scores as described in the instructions
(note that this uses a slightly different scoring method from the spreadsheet). Apply the
score to the scoring table underneath to get the interpretation.
III. THEORETICAL FRAMEWORK
A lot of research has been conducted into stress over the last hundred years. Some of the
theories behind it are now settled and accepted; others are still being researched and
debated. During this time, there seems to have been something approaching open
warfare between

competing theories and definitions: Views have been passionately held and aggressively
defended. What complicates this is that intuitively we all feel that we know what stress
is, as it is something we have all experienced. A definition should therefore be
obvious…except that it is not

Definition:
Hans Selye was one of the founding fathers of stress research. His view in 1956 was that
“stress is not necessarily something bad – it all depends on how you take it. The stress

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of exhilarating, creative successful work is beneficial, while that of failure, humiliation
or infection is detrimental.” Selye believed that the biochemical effects of stress would
be experienced irrespective of whether the situation was positive or negative. Since then,
a great deal of further research has been conducted, and ideas have moved on. Stress is
now viewed as a "bad thing", with a range of harmful biochemical and long-term effects.
These effects have rarely been observed in positive situations.The most commonly
accepted definition of stress (mainly attributed to Richard S Lazarus) is that stress is a
condition or feeling experienced when a person perceives that “demands exceed the
personal and social resources the individual is able to mobilize.” In short, it's what we
feel when we think we've lost control of events.
Good stress v/s Bad stress:
Stress has often been misunderstood to be negative, with few people acknowledging the
importance and usefulness of positive stress. In our everyday lives, stress is everywhere
and definitely unavoidable; hence our emphasis should be on differentiating between
what is good stress, and what is bad. This will help us to learn to cope with negative
stress, and harness the power of positive stress to help us achieve more. There are 4
main categories of stress, namely eustress, distress, hyper stress and hypo stress.
Negative stress can cause many physical and psychological problems, whilst positive
stress can be very helpful for us. Here‟s how we differentiate between them.
Coping with Stress at Work place With the rapid advancement of technology, the
stresses faced at work have also increased. Many peopledread going to work, hence the
term “Monday Blues”. What is the reason for this? There is partly the fear from being
retrenched in bad times, leading to greater job insecurity on the part of those who
remain. Undoubtedly, occupational stress is one of the most commonly cited stressors
faced by people all over the world.
Stress refers to the pressure and reactions to our environment which results in
psychological and physical reactions. Whilst some stress is good for motivation and
increasing efficiency, too much stress can result in negative impacts such as reduced
effectiveness and efficiency. More and more people are feeling isolated and disrespected
at work, and this has led to greater occupational stress. Many companies have taken to
consulting experts and professionals on ways to increase connectedness and motivation
of their employees. Some companies organize parties and make their employees feel
valued at work. These are measures to motivate employees and help them to feel secure
at their jobs, translating into greater productivity. However, not all companies have such
measures in place, and some have not gotten it quite right. Hence, it is up to you to make
sure that you can cope with stress at your workplace, and use it to help you work.better.
Here are 3 simple steps to help you with coping with stress in the workplace.
Step 1: Raising Awareness
Help yourself to identify when you are facing rising levels of stress, tipping the scales
from positive to negative. This is important, as being able to identify signs of being
stressed can help you to take steps to ensure that your overall quality of life does not
drop. If left unacknowledged, the problem will only snowball, leading to disastrous
consequences to your health and overall wellbeing. You can identify if you are feeling
stressed by checking if you have any physical or psychological reactions, such as
excessive sweating or heart palpitations, or the onset of headaches, irritability or the
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 need to escape. If you experience any of these reactions, identify if you are feeling any
overwhelming negative emotions, and if you are constantly worried.
Step 2: Identify the Cause
You need to be able to analyze the situation and identify what is causing the rise in
stress. These stressors can be external and internal. External stressors refer to things
beyond your control, such as the environment or your colleagues at work. Internal
stressors refer to your own thinking and attitude. Often, we only start reacting to stress
when a combination of stressors working together exceeds our ability to cope.
Step 3: Coping with Stress
In order to deal with the situation that is causing you stress, you need to calm your mind
and body so as to stave off the reactions and cope with it in a positive way. This can be
through different methods, such as taking time off. If a situation is triggering your stress
and you are unable to calm down, remove yourself from it. Go outside and take a walk
to calm down. Alternatively, you can try implementing relaxation techniques such as
deep breathing. If it is an internal stressor, stop your thought process until you are able
to deal with it logically.

IV. DATA ANALYSIS AND INTERPRETATION

The project report shows the information of the level of stress which the employees are
facing as the period of recession is going the employee cut-off and turnover ratios are
found to be high so the workload for the existing employees are high. So they are facing
the problem of work overload and thus they get stressed
The report of HDFC bank
Table 5.3.1. Report of HDFC bank
>= response
-1 No sign of burnout here! 0
5 Little sign of burnout here, unless some factors are particularly severe 6
18 Be careful - you may be at risk of burnout, particularly if several scores are high 8
35 You are at severe risk of burnout - do something about this urgently 0
45 You are at very severe risk of burnout - do something about this urgently 0

The Report of SBI Bank

>= response
-1 No sign of burnout here! 0

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 5 Little sign of burnout here, unless some factors are particularly severe 3
18 Be careful - you may be at risk of burnout, particularly if several scores are high 10
35 You are at severe risk of burnout - do something about this urgently 0
45 You are at very severe risk of burnout - do something about this urgently 0

The report of Axis Bank

>= Response
-1 No sign of burnout here! 0
5 Little sign of burnout here, unless some factors are particularly severe 5
18 Be careful - you may be at risk of burnout, particularly if several scores are high 3
35 You are at severe risk of burnout - do something about this urgently 0
45 You are at very severe risk of burnout - do something about this urgently 0

No sign
little sign
be careful
Severe risk

Very high

Analysis: From the above graph it can be seen that maximum employees of all the banks are at a
moderate level of risk of burnout while the employees who were

found with a little sign of burnout is less. So the ratio of little sign of burnout and moderate level of
burnout is 2:3.

1. Are you satisfied with the performance you give at yourwork?

Analysis: From the diagram it is clear that 77 % of the employees are satisfied with the
performance they give in the work, while 23 % of the employees are not satisfied. It has been
105
observed that may based on the interest of theemployees may not be work has assigned so that is
the one other reason few employees are not satisfaction in their work environment.

2. Do you think that you are suffering from depression?

Analysis: 20 % of the employees feel that they are suffering from depression while 80 % of the
employees feel that that they are free from the depression. In this

connection few are not fitted in their jobs and work so they are in depression under work
pressure.

2. Do you worry about your colleague's opinion about you?

Analysis: 26% of the employees worry about their colleague‟s opinion about them while
74% of the employees are not concern with the opinion about their colleague. It has been
observed that maximum employees may not think about other they are busy with their work and
their attitude totally difference from others.
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 3. Do you discuss your problem with your spouse or friend or any other close to you?

Analysis: 91% of the employees of the bank discuss their problem and share their feelings with
their spouse or friends or others while 9 % of the employee is not concerned with it. As a
researcher it has been observed thatmaximum employees will show the interest to discuss about
their job and work environment with their life spouse, family members, friends and others.

5. Do you work more than 8 hours?

Yes No No response
31 4 0

Yes

No

No response

Analysis: 57% of the employees spent regular time on entertainment which helps us to remain
stress free while 43% of the employees don‟t do that. In this context maximum
organization are providing the recreationfacilities to their employees to reduce their stress
and work burden.

7 Do you plan your work beforedoing?

Yes No No response

22 13 0

107
Analysis: It is a good habit to plan the work you do. 89 % of the employees plan their work before
doing while 11 % oftheemployeesdon‟tplantheirwork.Ithasbeenobserved that planning is very
important and it can place vital role to do the work, with plan only we can achieve the objectives
easily.

V EMPLOYEE‟S OPINION ABOUT HOW TO REDUCE STRESS

This project consist of the information about the employees undergoing from stress who working
in the banks. So considering this factor this topic becomes one of the most important part of the
project as it consists of the opinion of the employees who work in the banks. In short it was a
direct interview of the employees who gave their opinion about how to reduce stress. The
response of employees in the major banks of Bokaro like State Bank of India, The AXIS Bank, and
The HDFC bank was marvelous and they have given their valuable opinion about reducing stress
as a result of the last question included in the questionnaire 2. So the opinion if the employees
were as follows:

 “Just smile away” An employee- HDFC Bank

 “Just believe in yourself and just do what your heart wants” An employee- HDFC
Bank
 -“Talking to family members, - Watching TV or listening good music, - Going
for a walk or long drive” An employee- HDFC Bank
 “Believe in God” An employee- HDFC Bank
 “Respect yourself and give time to yourself” An employee- HDFC Bank
 “Working in environment welfares, lot of positive attitude. Positive attitude is only
that reduces stress and achieves success. Most of the people frustrate due to lack
of positivity and stress level climbs up due to that. So get positive attitude about
work, about life, and forget the stress” An employee- AXIS Bank
 “We should do such activities from which we get happiness and also make others
happy. Pass your time with your close friends and relatives.” An employee- AXIS
Bank
 “Play and watch cricket” An employee- AXIS Bank
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  “Listen music and spend time with family” An employee- SBIBank
 “Getadjustedwithothers,Findandspendtimefor prayer, Study the scriptures, See
oneness in all,Allaremanifested of the supreme GOD” An employee-SBIBankThese
opinions are seemed to bevaluableandeffective as one of the effective thingshas
beennoticedthat the employees who havegot less than 18 marks
intheBurnouttesthavegiventheiropinionsaboutreducingthestress.
It is also noticed that in the AXIS bank Bokaro in the time of afternoon slow instrumental
music are been played so that the employees can work stress free. This is one of the positive
things which are seen in the organization who is caring for their employees. This will help the
organization to boost up the productivity.
From the certain sample of employees selected for the research, only 10 employees have
given their opinion how to reduce stress. So we can understand that how overloaded the
employees of the bankare.

I. FINDINGS & CONCLUSIONS

It is analyzed from the questionnaire filled by the employees that the employees who have
scored more than
20 marks in the burnout test are not satisfied with the performance which they give in the
organization. Thus it is proved that the employees who are desired to give better performance
than their original performance are found more stressful than the others. While at the same time
the employ that have scored less than 20 marks in the burnout test are satisfied with the
performance. From the sample of 35 bank employees who have been surveyed, one is found to be
a heart patient. This can be because of high level of stress.
Very rare of the employee are to be found suffering from depression. It is proved from the
survey that the employees who have scored more than 25 marks in the burnout test are concern
about the opinion of their colleagues. And the employees who got less than 25 marks
donotmindabouttheircolleague‟sopinion.Thusitisproved that the colleagues opinion also play a
lead role in the increase and decrease of the stress level. Those who
mindabouttheircolleague‟sopinionarefoundtobemorestressful.

The employees who have scored 28-29 marks in

theburnouttestdon‟tbelieveinsharingtheirproblemswith their spouse or friend or any closed one.
Thus we can say that sharing your problems with your spouse or close friends is a better idea to
reducestress.
In the second questionnaire one of the question was “You have an important function at
your home and your boss asks to give a 4 hour over time what will be your
response„YesorNo‟?”theemployeeshavegiventheiropinion as per theirmood.
While considering the point of view of entertainment it depends upon the mood of the
employees. The entertainment is considered one of the most ultimate solutions to reduce stress.
Most of the employees do not spend regular time in entertainment. This may be because they may
not be getting time for entertainment or they may not be interested in the same.
One of the questions was asked that were their social life balanced? It is observed that the
employees who have scored above 20 marks in the burnout test did not have their social life
balanced. Thus we can conclude that theemployeeswhoareabove20don‟thavetheirsociallife
balanced. Thus it is proved that stress may affect our social lifealso.
The employees were asked whether they plan their work or not, moderate answers were
109
given. The employees scoring more than 25 marks were not found their work planned. Thus the
employees who plan their work have scored below 25 marks in the burnout test except some cases
as there are always some drawbacks in making plan. Failure of a plan may also lead a person to
stress. Thus we can conclude that planning of the work may help to reduce stresslevel.
Most of the employees who have scored morethan 20 marks fear about their quality of
work they give.This aspect is not dependent of the burnout level. Thisaspect depends upon the
dedication of work. So it ismeaningless to compare this question with the burnout test.
A question was asked that weather you get stressed at the non-achievement of their target?
All the employees have responded positively. But this is not concern with the burnout score. From
this we can conclude that all the employees are given achievable target and naturally by the non-
achievement of the target all the employees may get stressed. One of the other possibilities is that
the employees have responded positively to show themselves to be good.
The employees having more than 10 marks in the burnout test says that they are under
stress. Out of 35 employees of the sample 20 of the employees accepted that the reason for their
stress is workload. 10 employees are not stressed because of the workload but because of their
family problem. 5 of the employees are not suffering from stress. 14 employees out of 30
employees who are stressed feel stressful when their boss scolds them while 16
employeesrefusedthattheyarenotstressedbecausetheirboss scolds them. All the 30 employees have
accepted that they try to find the solution of their stress. 10 employees out of 30 employees
practice yoga to reduce their stress and the other 20 employees don‟t practice yoga. The
burnout scores of the employees who practice yoga are either more than 25 or less than 20. Thus
we can conclude that the employees have reduced their stress by yoga therapy and other employees
have just started the yoga because of high level of burnout

2 A STUDY ON STRESS MANAGEMENT INI.T SECTOR

(WITH SPECIAL REFFERENCE TO INFOSYS)
AUTHOR
110
 VISHNU.R.NAI
R BBA.LLB
(HONS)
V.R.KRISHNAN EZHUTHACHAN LAW
COLLEGE UNDER THE GUIDENCE OF
ASST.PROF.SUMESH.R
V.R.KRISHNAN EZHUTHACHAN LAW COLLEGE, ELAVANCHERY, NEMMARA,
PALAKKAD, KERALA

ABSTRACT
Stress has been associated with every human life. Every person has some sort of stress from
the birth itself. How ever all types of stress are not bad there are also some types of stress
which will help the person to getmotivated and to do their work at theirbest.
I try to find out the impact of stress management in IT sector. Also I have observed the various
steps taken by them to avoid the stress in their employees. I collected the data’s through
primary and secondary data and I give suggestions to the betterment of work situation.

INTRODUCTION
The word stress is defined the oxford dictionary as “a state of affair involving demand on
physical or mental energy”. It is a situation which the normal mental and physical health of an
individual can be disturbed.In medical terms stress is described as, “A physical or psychological
stimulus that can produce mental tension or physiological reactions that may lead to illness.”

According to Richard S Lazarus “Stress is a condition or feeling experienced when a person

perceives that demandexceed the personal and social resources the individual is able to
mobilize.”R.S. Schuler defines stress as “A dynamic condition in which a individual is
confronted with an opportunity, constraint or demand related to what he or she desires and
which the outcome is perceived to be both uncertain and important.”Stress is connected with
two elements namely constraints and demand. The constraints prevent us from doing what we
desire. While the demand refers to the loss of something desired.Human body tries to adjust to
different circumstances or to the changing environment around him. In this process, the body
puts extra work and which results in causing stress. Stress disturbs the normal functioning of the
body.Stress is not always harmful. It helps the person to work properly in the firm. Hans Selye
defined “Stress is notnecessarily something bad-it all depends on how you take it.”

Thus we can say that stress is simply the body’s non-specific reaction to any demand made on it.
Stress provides a chance to express talents and energies and provide happiness. But it can also

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cause either physical or psychologicalexhaustion or illness. Stress may cause heart attacks and
accidents. The important thing is that certain type of stress is normal and essential.

Indian IT sector has seen an enormous growth in post liberalization era. The IT companies to
achieve their goals try to utilize the man power at their maximum. This causes psychological
problems due to uncontrollable stress. Over 50% of the IT professional are facing the problems
related to stress. The main reasons for the cause of stress in this sector is the over work load
and the over working time.

OBJECTIVES
 The object of this project is to understand the concept of job stress and its
impact on employees.
 To find what are the type of stress that are faced by the IT professional
 To identify the measures to reduce stress, in order to increase the skill of the
employees.

REVIEW OF LITERATURE

Stress is a complex phenomenon. It is defined in many ways that is .stress is the wear and tear
of everyday life. In this article review literature on stress management programs in I.T sector or
education, specifically, programs providing trainees with copying techniques education
regarding psychological and physiological effect of stress, affiliation with peers and
opportunities of emotional expression (support group) and intensified relationships with
faculty. Then discuss the implication for the integration of stress management in training
making suggestion.

TYPES OF STRESS

Acute stress

Acute stress is the most common form of stress. This type of stress arises immediately with a
change in the day today activities of a person. Acute stress is thrilling and exciting in small
cases, but too much of acute stress is
exhausting. Acute stress is the body’s way of getting a person to stand up and take inventory of
what is going on, to make sure that everything is ok.

Mental stress
Mental stress is the very basic of every stress. Cognitive thinking is affected by mental stress.
A person who is affected by the mental stress cannot think properly or he cannot gain proper
attention towards anything. Mental stress is a disruption of the logical and accurate way of
thinking. Mental stress is sometimes good because if there is a pressure to do something the
work can be done easily or smoothly.

Emotional stress
Emotional stress is the product of mental tension and mental pressure. When the mind of a
person becomes confused he automatically becomes irritated and shot-tempered. The person
cannot handle this type of situations because both the minds as well as the feelings are heavy to
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 control.

Physical stress
Mental and the physical stress effects the physical aspects of a person. This type of stress is
affected to the body language of a person. Physical stress relates to the physical reaction or
response of the body to cause of stress and the other symptoms.

Eustress
it is a type of short-term stress that provides sudden strength. This type of stress arises when the
physical activities are increased. It is a positive stress arises when motivation and inspiration is
needed.

Job stress

Job stress

Job stress arises when the requirements of the job does not match the capabilities, resources, or
needs of the workers. Job stress can lead to poor health both mental and physical stress also.
Some of the causes of job stress are as follows:

o High workloads
o Ineffective management
o Poor working relations
o Blame culture
o Insufficient training
o Poor working environment
o Poor information system

Chronic stress
Chronic stress will occur if there is a constant charge of routine for week after week. Chronic
stress affects the body for long period of time. This is the type of stress experienced by someone
who constantly faces moves or job changes.

Hyper stress
Hyper stress occurs when a person does what he/she can handle. Hyper stress is the result of
being overloaded or over worked.

Hypo stress
It is the opposite of the hyper stress. This type of occurs when a person is bored or unchallenged.

Episodic Acute stress

Episodic acute stress is the stress which affects those who suffer from acute stress more
frequently. People that tend suffer from this always seem to be in a rush, they take too much on
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and tend not to be able to organize themselves to deal with demands and pressures.

Episodic Acute stress can affect interpersonal skills and can make sufferers hostile towards
others causing a deterioration of relationships at home and the workplace. Its symptoms
include prolonged over stimulation, persistent tension, headaches or migraines, hypertension
and chest pains. Episodic acute stress can be helped with certain lifestyle changes but
professional help may also be needed before any chronic problems develop

Post-traumatic stress disorder (PTSD)

Post-traumatic stress (PTSD) is the stress associated with frightening or distressing events. These
can be traumatic experiences from someone’s childhood, wars, poverty, sexual or violent abuse.
Sufferers of PTSD tend to feel on edge and can relive traumatic events through nightmares and
flashbacks. They struggle with concentration and have trouble sleeping.Sufferers can have strong
feelings of guilt, emotional numbness, constant worry and depression.
Symptoms associated with PTSD can often be very severe and have a huge negative impact on a
person’s day to day life. (Through the depletion of physical and mental attrition).

STRESS IN IT SECTOR
An increasing number of IT professionals have been finding it difficult to handle emotional
stress, according to experts. An occupational hazard, the stress related to work needs to be
addressed without delay, they emphasize. Regular occupational problems such as wrist problems
due to constant handling of the mouse, slip disc and sight problem are common now, but
handling stress that arises owing to fear of losing job or to cope with the increasing competition,
affects the employee’s performance, eventually taking a major toll on his health, doctors explain.

ANALYSIS
The following stress steps or skills are applied to manage stress in this field:
Meditation, rest, exercise, developing positive Infosys stress management techniques. Yet, they
seldom associate death with stress, on the previous three nights updating our quick book files.
Maintain a healthy diet can also be used for stress relief. Infosys practice yoga in order to avoid
the stress in their company.
According to Lakshmi a employee at Infosys, they used to meditate daily. Meditation helps to
release stress. In order to manage the stress Infosys has certain strategies they are as follows:
a) Adopt a healthy life style: The best alternative to a stress is to maintain the healthy
lifestyle. Some of the practices for maintain a good health are :
o Meditating or practicing yoga
o Exercising
o Long walks with friends
o Avoiding smoking & drinking

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 o Listening to music
b) Giving proper training to the employees
There are different training centers for Infosys. Thus this avoids to generate the stress in the
employees because proper training have been given to the employees thus they will be able to
know what is the work that have to done in the company.

FINDINGS

1. Major factor for the stress is : Work loadLow physical condition

2. There are important relation between the workload and emotional feelings.
3 There is no difference in stress variable for stress.

SUGGESTIONS
 The company can go for some relaxation activities or programs for employees in order to
reduce the tension of the employees.
 The company should activate programs to increase the skills of the employees.
 Organization should offer welfare programs.
 The organization can reduce the workload by give shifts.
 Company should train their employees in decision making in crucial situations.
CONCLUSION
The study on stress in IT sector has revealed that the respondents feel that they are satisfied with
the environment where they are working and they are happy with the effective team work among
the employees. The employees are happy with the working hours as they are dealing with the
night shift and morning shifts. The company can focus on some stress relief programs in order to
keep the employees more happy and enthusiastic. And I think that the employees are working
with medium stress that can improve their working styles.

REFFERENCE

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1. DR.K.VENUGOPALAN AND ABDUL ASSIS
KOROTH,2010,ORGANISATIONAL
BEHAVIOUR,CALICUTUNIVERSITY
2. WIKI PEDIA
3. STRESS MANAGEMENT IN I.T SECTORWIKIPEDIA

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 5.3 Application of the topic at nashik industrial area(case study/case let in
nashik industrial area context with respect to any one organization )

BATTLE AGAINST STRESS OF RICHGLEBE FERTILISERS

Coping Strategies

These are two approaches by which people cope with stress

(1) Passive approach: When people either suffer or deny the experienced stress or put the blame on others it
is called passive approach. It is the reactive strategy or dysfunctional style of coping.
(2) Active approach: It occurs when people face the experienced realities of stress and clarify the problems
through negotiations and discussions with other members.

 Individual stress coping strategies

Some specific techniques that individuals can use for coping with stress include the following
Physical Exercise:
Physical exercise is necessary to keep the body healthy both physically and mentally and is the best antidote
for stress. Emotional strength is a by-product of regular exercise, and self-confidence is a natural
consequence. Regular and regulated physical exercise includes walking, jogging, swimming, aerobics, riding
bicycle, playing outdoor games etc. Physical fitness helps the body to cope better with stress, whereas
relaxation techniques are useful for the mind. Physical exercise is said to offer the best cure to work related
stress. In Japan, provisions for physical exercises at the workplace are made compulsory with every break, in

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tune with biological rhythms, whereas in India, natural cycles of activity that is work and rest are completely
ignored
A. YOGA CLASS: Successful organization knows the importance of stress management. In today’s
emerging industrial scenario managers and their associates have to face various problems such as work load,
working time, improvement in abilities and skills and various other aspects to cope up with the latest
technologies which has a direct impact on the mind of employees causing stress. Stress is a thing which
should be reduced at a certain limit if it is exceed a limit can cause various diseases to persons working in
the organization as we have seen in earlier information it directly affects the body of an individual.
The SINTEX- BAPL LTD Company is working under automobile sector arranges various programs
and provide training to reduce the stress level of their managers and associates. Reduction in stress level
improves the efficiency and productivity of employees
The activities which are carried on in SINTEX-BAPL LTD are shown as under:

Yoga is a holistic science concerned with all aspects of human functioning. It involves various body
postures and breathing exercises.

Relaxation: Relaxation removes fatigue and drives attention away from work or a stressful situation. It is
useful in managing a prolonged stressful situation more effectively. Different people respond differently to
relaxation activities.
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c) Meditation: “Meditation is of far greater importance than medication for whatever afflicts mankind
today.” It is a mental relaxation technique which has proved to be of immense value to relieve stress and
reenergize the body, reduce psychological problems such as anxiety and depression and lead to better
emotional and physical health. Practicing meditation results in tranquility and peace of mind. It helps in
lowering the pulse and heart rate, induces a more objective thinking process with an unbroken and
maintained concentration. The commonly practiced techniques of meditation are yoga and relaxation
response.

B. TRAINING/ LECTURE ON STRESS MANAGEMENT:

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C. FAMILY PICNIC FOR MANAGERS AND THEIR FAMILY:

D. FAMILY GETTOGETHER FOR EMPLOYEES:

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Diet:
These days dietary practices are being used to improve a person‟s overall health making him/her less
vulnerable to stress. One‟s lifestyle, occupation, climatic conditions and body constitution should determine
both the quantity and quality of one‟s diet. A proper diet can prevent stress caused by unhealthy dietary
habits.

Time management:

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Time management is important for people who maintain a busy schedule. They need to priorities their
activities to avoid stress from time pressure and overtime work. Time management helps to balance work
and leisure time activities. Working late may also alleviate stress. Working professionals who are dedicated
to work are often “overworked‟‟ which has an adverse impact on their mental and physical wellbeing.
Premature ageing is also seen as a consequence of overwork.

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 5.3.1 QUESTIONNAIRES

DATA ANALYSIS

1. Perception of Employees of Different age groups about Stress

Perception of employees of different Ages about Stress

80%

70%

60%
20-29
Percentage

50%
30-39
40% 40-49
50-59
30%

20%

10%

0%
Wokload Meeting targes Performance
Stress Factors Anxiety

INTERPREATION: From the above graphical representation it has been found that the age group of 30-39,
40-49 and 50-59 (65%) are having more workload than the employees aged between 20-29.

The employees with age group of 30-39 are having more stress on facing the Meeting targets than the
other age group.

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 2.Problem areas identified by employees of different ages

Different Ages Vs Identified Problems

Percentage

20-29

Intepersonal Re...

Work itself
Health

Psychological
30-39
40-49
50-59
Problem Areas

INTERPRETATION: The analysis shows that the employees grouped between 20-29 and 50-59 are facing
more health problems (66%) than the other age group 30-39 and 40-49 and this is because of stress factors
like performance anxiety, workload and meeting targets.

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3. Suggestions by employees of different ages for changes at work place.

3.

Ages Vs Changes at work place

Percentage

80 INTERPRETATION:
20-29
60 From the above data we can
30-39
40 analyze that the all the
40-49 employees of different age
20
50-59 groups wanted a few
0
changes at work place like
Timely targets Distributed Periodic Re-
work load laxation timely targets (33%). And
distributed work load is
Change at work place more in age group of 40-49
i.e., (56%) and finally 66%
of the employees of age group 20-29 and 50-59 want changes in periodic relaxation as these are people who
feel more stress in handling the work than the others.

4. Measures to reduce stress given by employees of different age groups

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 Ages Vs Changes at work place
Percentage

80
20-29
60
30-39
40
40-49
20
50-59
0
Timely targets Distributed Periodic Re-
work load laxation

Change at work place

INTERPRETATION: From the above data we can analyze that the all the employees of different age
groups wanted a few changes at work place like timely targets (33%). And distributed work load is more in
age group of 40-49 i.e., (56%) and finally 66% of the employees of age group 20-29 and 50-59 want changes
in periodic relaxation as these are people who feel more stress in handling the work than the others.

5.Measures to reduce stress given by employees of different age groups

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 DIFFERENT AGES VS MEASURES TO
REDUCE STRESS
120
PERCENTAGE

100
80
20-29
60
30-39
40 40-49
20 50-59
0
1
MEASURES 2 3 STRESS
TO REDUCE 4

INTERPRETATION: It has been found that the employees of age group 40-49 and 50-59 require
counseling (66%) as they are undergoing more stress, where as employees the age group 20-29 and 30-39 do
not feel the need for counseling (33%).It has been found that the age group of 30-39 and 40-49 (47%) feel
more stress; they insist that job rotation can be used as one of the measures to reduce stress.

6, Perception of employees about stress according to their designations

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 PERCENTAGE DESIGNATION vS STRESS FACTORS

100
80 MANAGERS(3)
60
40 DY.MANAGERS(5)
20
ASST.MANAGERS(5)
0
1 2 3
OFFICERS (17)
STRESS FACTORS

INTERPRETATION: It has been found that 80% of officers face more stress than the other managers
because these face more work load and performance anxiety in meeting the targets. From the above
representation we can say that the Managers facing more stress in meeting their targets (71%) than the Dy.
Managers and Asst. Managers.

7 Suggestions by employees with different designation for changes at work place

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 DESIGNATION VS CHANGES AT WORK
PERCENTAGE
PLACE

80

60 managers
40
dy.managers
20
asst . managers
0
1 2 3
officers
CHANGES AT WORK PLACE

INTERPRETATION: It has been found that over all 60% Officers undergo more stress, hence they
are desirous of changes at work place like timely targets, distributed workload and periodic
relaxation where as 57% Managers prefer more distributed work load and more periodic relaxation
&0%. And the Asst. Managers and Dy. Managers want changes in Periodic relaxation more and less
in timely targets and distributed workload.

8. Measures to reduce stress given by employees with different desig

HR DEPT. IN IMPLEMENTING WSM

TECHNIQUES

10%

PREPLANNED

129 OPINION OF THE

90% EMPLOYEES
INTERPRETATION: it has been found that 70% of those in Officers cadre feel the need for counseling,
job rotation and recognitions they undergo major stress. On the other hand, Dy. Managers and Asst.
Managers 80% feel that recognition of food work is a good measure of reducing the stress levels. When the
good work is being recognized it provides them motivation, encouragement’s there by contributing to the
high morale and indirectly reducing the stress level.

9. Perception of employees about stress at work place (Graduates & Post-Graduates)

INTERPRETATION: It has been found that 60% of Graduates face more work load than post graduates
50%, where as 27% of Graduates face problems in meeting targets while it is more in post Graduates 60%,
although there work load is comparatively lower than the graduates.It has been found that post graduates 675
face more performance anxiety than graduates 33%, this can be considered as a positive stress of the
employees for the organization.

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10. Problem areas identified by employees at work place (Graduates & Post-Graduates)

EDUCATION VS IDENTIFIED PROBLEM AREAS

PERCENTAGE

70
60
50
40 GRADUATES
30 POST
GRADUATES
20
10
0
1 2 3 4
PROBLEM AREAS

INTEPRETATION: From the above we can analyze that postgraduates 33%, this can be attributed to more
meeting targets and performance anxiety among postgraduates.It has been found that 65% of the
postgraduates face more psychological problems tan the graduates 35% because of the health disorders
among post graduates is high and 66% of the graduates face problems in work itself as compared to 20% of
the post graduates.The interpersonal relationships problems are more seen more in postgraduates 30% than
compared to 15% of the graduates.
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11. Measures suggested by employees to reduce stress (Graduates & Post-Graduates)
PERCENTAGE

EDUCATION VS MEASURES TO REDUCE STRESS

60
50
40
GRADUATION
30
POST GRADUATES
20
10
0
MEASURES TO REDUCE STRESS
1 2 3 4

INTERPRETATION: It has been found that 30% of the graduates require less counseling when compared
to 43% of the postgraduates. There is not a much significant difference between graduates 35% and
postgraduates 36% who give equal importance to job rotation. And the interpersonal relationships are found
more in postgraduates 29% than 29% the graduates 24%.It has been found that 53% of graduates feel the
need for recognition of god work where as 36% of the postgraduates feel less the necessity for recognition of
good work as means to reduce the stress.

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12.Perception of experienced employees about stress

INTERPRETATION: It has been found that 88% of employees with more than 10 years of experience are
facing more workload when compared to 71% of 5-10 years and 50% 1-5 years. But employees with more
than 10 years of experience are facing less stress in meeting targets as that of 5-10 years the difference is
very minute.It has been found that the 33% of those having more than 10 years and 1-5 years of experience
face more performance anxiety.

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13.Problem areas identified by experienced employees

EXPERIENCE VS PROBLEM AREAS

PERCENTAGE

100
80
>10 YEARS
60
5-10 YEARS
40
1-5 YEARS
20
0
1 2 3 4
PROBLEM AREAS

INTERPRETATION: It has been found that the employees having more than 10 years of experience (77%)
are facing more health problems. And 33% of employees with experience 1-5 years are facing health
problems less compare to employees of more than 10 years experience. It has been found that 28% of
Psychological problems are same among the employees who are having experience of more than10 years
and 5-10 years than those of 1-5 years experienced employees.They is not a much significant difference
between the employees with more than 10 years experience 22% and 5-10 years experience 25% who are
facing equal problems interpersonal relationships and there are no interpersonal relationships with 1-5years
experience of employees.

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14. Suggestioons by experienced employees
INTERPRETATION: From the above we can analyze that (33%) employees of 1-5 years equally feel the
EXPERIENCE VS CHANGES AT WORK PLACE
PERCENTAGE

80
70
60 >10YEARS
50
40 5-10YEARS
30 1-5YEARS
20
10
0
1 2 3
CHANGESAT WORK PLACE
need for distributed workload and periodic relaxation and these feel there should be 50% timely targets.It has
been found that 58% employees of 5-10 years experience desired distributed workload and they want 43%
periodic relaxation as they face more work load. 67% of more than 10 years experienced employees desire to
distribute workload and 39% periodic relaxation and 22% feel to have timely targets.

15. Perception of employees about HR dept in implementing work Stress Management techniques

HR DEPT. IN IMPLEMENTING WSM

TECHNIQUES
10%
135
PREPLANNED
OPINION OF THE
EMPLOYEES
90%
INTERPRETATION: 90% of the analyses says that HR department must take the opinions of the
employees regarding the implementation of work stress management techniques and 10% of the employees
wants to be pre-planned by the HR department itself.

Chapter 6
136
 CONCLUSION &
SUGGESTION

CHAPTER -6
CONCLUSION & SUGGESTION

6.1 FINDING OF THE STUDY

 It has been found that 58% of the employees among the total employees in the organization are
undergoing stress and these are officers and asst managers

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  It has been found that the employees in the age group of 20-29 are facing more health problems that
the higher age headache .This is because the employees of the age are underdoing more stress
compare to higher age group due to factors like work load ,meeting targets and performance anxiety.
 It is observed that through the employees in the age group of 30-39 are facing stress than the
employees in the age group 40-49.Still they are able to maintain better into personal relationship with
their peers, subordinates and superiors.
 It has been found that emplyees in the age group of 30-39 wanted a few changes at work place to
reduce the stress like timely targets , distributed work load and periodic relaxation because they feel
that it is to concentrated and the time to meet these targets is highly insufficient.
 It is observed that 95% of employees are comfortable with the working environment in which they
are working
 It is observed that the 99% of employees agree that the work stress management techniques will
improve the morale of the employees
 It has been found that most of organization has the opinion to take into consideration the employees
while implementing the stress management techniques takes by the HR dept.

6.2 CONCLUSION
 The employees of APIL are selected in a step by step procedure, only the best are selected and the
rest are screened out, the usual working hours are 8 to 10 hours a day, depending upon the work load.
The work is assigned on equitable basis. On achieving the targets, monetary incentives and perks are
given.

 No medical camps are held, but medical reimbursement is given. The employees are satisfied with
the working environment; a friendly environment usually prevails in the organization. The
management maintains both formal and informal relationship with the employees. There is low
particicpation of employees in the management decisions. The promotion policy and transfer policy

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 is favorable to the employees. If an employee is unable to complete the job he is given constant back
up’s.

 The management understands the various reasons for stress and plans different techniques and
implements it to reduce stress and increase employee morale. The cost incurred on implementing the
work stress management techniques is considered to be cost effective. APIL considers work stress as
a management process.

 The different techniques are adopted to boost of the moral the employee and it is achieved. Work
stress management is considered to be profitable to the organization. The employees have job
satisfaction. The techniques adopted are usually preplanned but in unavoidable cases they are instant.
While planning and implementing the different techniques the opinions of team leaders are also
considered. The work stress management techniques have also proved to be effective in appraising
the employee performance. The H.R department is Responsible for planning and implementing work
stress management.

 APIL the work stress management is being implemented from the past 3-4 yrs and is successful in
enhancing the employee morale. This can be seen in the employee performance; the employee avoids
absenteeism and is satisfied with his job. The techniques so implemented have proved to be positive
in nature. The employees are surely benefited from work stress management. The more the employee
morale, the less the chances of leaving the organization, so this reduces chances of leaving the
organization. Yes, the different techniques adopted boost up confidence of employee. The quality of
performance is not considered for vertical up graduation. The different techniques used are
innovative plans; they are not based on any set standards. The employees are satisfied with the
remuneration what they are paid.

6.3 SUGGESTIONS
 It has recommended to the company that if stress management techniques are initiative then the average
health of the employees will be better and he will be able to better cope with stress, then by the level and
degree of performance of the employee will improve.

 It is recommended that the company should give one task at a time and give sufficient time in meeting
the targets so that the employee performs his best without any stress.

 It is recommended that it should focus more in giving stress management techniques to the age group of
20-29 probably due to inexperience.

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 It is recommended to the company to take appropriate measures in identifying and arresting the
psychological problems, then the health related problems would also come down. As psychological has a
direct impact on health, the performance of employee will improve.

 It is recommended to the company that it should conduct frequent health check ups gauges the health
level of employees from time to time. If the health of the employee is fine then it can inferred that the
degree of stress in the organizations less or negligible.

 It is recommended to the company to conduct frequent recreational programs like get together in
departments concerned, parties on occasions like the birthdays of the employees, on the achievements of
any particular department, cultural activites, sports pleasure trips etc.

 It is recommended to the company that bit should improve interpersonal relationships among the
employees of different departments by bridging the gap between superiors and subordinates. These can a
long way in reducing the degree stress to some extent.

It is recommended to the company to initiate a few changes at the work place such as timely targets,
distributed workload, flexible work hours and periodic relaxation.

 It is recommended to the company to provide frequent counseling to the employees who are under
stress. The counseling should be more focused on the employees in the age group between 20-29
they should also not ignore those with 10 plus years of experience as they are more vulnerable to
stress.

 It is recommended to the company to employee job rotation since doing the same job again and again
causes monotony therefore job rotation can be used as an effective tool to reduce stress by creating
more interest in the work which will lead to better employee performance.

 It is recommended to the company to instantly recognize any good wok done by the employees
however small it may be. They should regard then suitably and provide them constant encouragement
and support. This will stand in good stead in the long run in sustaining the high morale of the
employees and also enhancing it future.

 It is recommended that since psychological problem have a direct impact on health it also affect the
interpersonal relationships and the quality of work performance among the employees. It is therefore
recommended to the company that they try to reduce or eliminate the psychological problems by
engaging or hiring well-trained psychiatrist.

 It is recommended that the more experienced employee should be given more work load than the in
experienced employee shouldn’t be burdened with workload but initially they should be given
distributed work and gradually the amount of workload can be increased with the passage of time as
they gain more experience.

 It is recommended that the company should create a balance between timely targets and distributed
workload by allotting a piece of work to be competed in a specified time. The time limit be
proportionate with the work given i.e. time limit should be neither too short not too long.
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 It is recommended to the company to organize frequent camps or programs on meditation, yoga,
transcendental meditation and stress management.

 It is recommended to the company that it compulsorily insist on the employees to mediate for 15 minutes
after coming to the office and before starting their work. They should also similarly mediate for 10-15
minutes after their lunch break and once at the end of the day before they leave the office. This will help
the employees to take the work on the next day with a fresh mind.

 It is recommended to the company to arrange for a special and separate room from noise and disturbance
and which is quite and peaceful for meditation purposes.

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6.4BIBLIOGRAPHY

BOOKS REFERRED:

 Human Recourse Management : Mohammed S. Bawari

 Research Methodology : C. R. Kothari

WEBSITE VISITED:
Ahuja, K. 2006. Personnel management.3rd Ed. New Delhi. India. Kalyani publishers,
Afshan, S., Sobia, I., Kamran, A. & Nasir, M. 2012. Impact of training on employee performance: a study
of telecommunication sector in Pakistan. Interdisciplinary Journal of Contemporary Research in Business
4, 6.
Armstrong, M. 1995. A handbook of personnel Management Practices.Kogan Page Limited London.
Barry, G., Harvey, B.M, & Ray, N.O. (1994). Employee Compensation: Theory, Practice, and Evidence.
Working Paper
Beardwell, I., Holden, L. &Claydon, T. 2004 Human Resource Management a Contemporary Approach.
4th Ed. Harlow. Prentice Hall
Bohlander, G.W. &Snell S.A. 2004. Managing Human Resources. 13th Ed.
Mason, Ohio. South-Western Publishing Co.
Briscoe, D.R. 1995. International Human Resource Management. New Jersey:
Prentice Hall.

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