Beyond 2010: Does increasing service work lead to more (psychosocial) risk, including violence and harassment? - Houtman (Irene)

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Information about Beyond 2010: Does increasing service work lead to more (psychosocial)...
Business & Mgmt

Published on December 5, 2008

Author: Anact

Source: slideshare.net

Beyond 2010: Does increasing service work lead to more (psychosocial) risk, including violence and harassment? 2010: does increasing service work lead to more psychosocial Irene Houtman, Seth van den Bossche & Karin Jettinghoff TNO Work & Employment ?

Overview The world of work is changing: service work  What are the consequences for the ‘quality of work’ in service work: quality of work profiles and trends Interpreting trends: the example of violence and harassment Concluding remarks and issues for discussion

The world of work is changing: service work 

What are the consequences for the ‘quality of work’ in service work: quality of work profiles and trends

Interpreting trends: the example of violence and harassment

Concluding remarks and issues for discussion

The ‘world’ of work is changing: service work increasing Source: Eurostat

What is service work? Health Care Education Public administration Hotels & restaurants Financial services (banks, insurances etc.) Trade (retail, wholesale) Transport (public, freight) etc…..

Health Care

Education

Public administration

Hotels & restaurants

Financial services (banks, insurances etc.)

Trade (retail, wholesale)

Transport (public, freight)

etc…..

Quality of work in health care & social services Source: EWCS EU-27

Quality of work in education Source: EWCS EU-27

Quality of work in Public Administration Source: EWCS EU-27

Quality of work in the hotels & restaurants Source: EWCS EU-27

Quality of work in financial services Source: EWCS EU-27

Quality of Work in Trade (retail, wholesale)

Quality of work in land transport Source: EWCS EU-27

Typical QOW profile service sector? Health and social sector Education Public Administration Hotels & restaurants Finance Trade Transport (land) Violence & harassment Psychosocial risks in general, ergonomic risks, working hours - Unskilled work Violence & harassment, and psychosocial risks in general

Health and social sector

Education

Public Administration

Hotels & restaurants

Finance

Trade

Transport (land)

Change in risks (excl. violence) by sector 1995-2005 Source: EWCS    Job demands Agriculture, hunting and forestry + fishing    Manufacturing & mining and quarrying  Ambient and ergonomic conditions, job demands Construction    Ambient, weekend work Financial intermediation          Working hours, Job control Electricity, gas and water supply             Working hours Job control Wholesale and retail trade, repairs     Working hours Skilled work Transportation and communication     Working hours Job demands,Job control Hotels and restaurants    Working hours Other services    Job control Public administration

Change in physical violence by sector Source: EWCS  4,2% Total    0,9% Agriculture, hunting and forestry + fishing    1,3% Manufacturing & mining and quarrying    1,6% Construction    2,2% Real estate and business activities    2,3% Financial intermediation    2,7% Electricity, gas and water supply    4,1% Wholesale and retail trade, repairs  5,2% Transportation and communication    6,5% Hotels and restaurants    7,3% Other services    7,9% Public administration trend Prevalence ‘95-’05  

Client contact & physical violence (EWCS)

Client contact by year of interview Source:EWCS

Multivariate explanation of violence ratings 0.93 1.29 1.64 1.49 1.07 1.13 2.08 0.47 1.40 1.12 1.48 1.79 1.58 0.97 1.24 2.30 0.50 1.48 Female (ref. male) Age <25 (ref. >54) Age 25-39 (ref. >54) Age 40-54 (ref. >54) Hours 36-40 (ref. <36) Hours >40 (ref. <36) Countr. IER & UK (ref. continental) Countr. Southern (ref. continental) Countr. Scandinavia & NL (ref. continental) 1.27 1.40 OR 1.96 4.44 1.37 1.53 OR Client contact (25%-75%) (ref. never) Client contact (always) (ref. never) Wave_2000 (ref. 1995) Wave_2005 (ref. 1995) Variable

Conclusions ‘ Service work’ is quite heterogenous, with quite heterogenous risks General picture: working hours decrease, psychosocial risks increase in many sectors (not in finance!) Violence & harassment is an important risk in most of the service sectors but not all Violence and harassment is increasing in those service sectors where it is a risk However, the trend in violence and harassment seen EU-wide is not explained by increase in client contacts! Client contacts in fact decrease!

‘ Service work’ is quite heterogenous, with quite heterogenous risks

General picture: working hours decrease, psychosocial risks increase in many sectors (not in finance!)

Violence & harassment is an important risk in most of the service sectors but not all

Violence and harassment is increasing in those service sectors where it is a risk

However, the trend in violence and harassment seen EU-wide is not explained by increase in client contacts! Client contacts in fact decrease!

Discussion Lack of insight in what factors determine changes in client contact in different sectors Need for indicators on QUALITY of client contact (e.g. in public services): more clients and/or less time per client? Increase in violence in many of the service sectors. Stabilization in violence is particularly profound in financial services but NOT in others -> human relationships replaced by virtual contacts? Is IT the solution for stabilizing or reducing violence?

Lack of insight in what factors determine changes in client contact in different sectors

Need for indicators on QUALITY of client contact (e.g. in public services): more clients and/or less time per client?

Increase in violence in many of the service sectors.

Stabilization in violence is particularly profound in financial services but NOT in others -> human relationships replaced by virtual contacts? Is IT the solution for stabilizing or reducing violence?

Thank you! Irene Houtman Irene.houtman @tno.nl

Irene Houtman

Irene.houtman @tno.nl

‘ Typical’ for service work Contacts with clients Contact with clients is highly associated with: Violence (physical and mental): Incidence rates of physical violence by customers/clients/etc have risen EU-wide:  4% (1995) to 6% (2005) EU15 (European Foundation, 2007)  21 million workers affected each year in EU-15  Consequence of increase in service work?

Contacts with clients

Contact with clients is highly associated with:

Violence (physical and mental):

Incidence rates of physical violence by customers/clients/etc have risen EU-wide:

 4% (1995) to 6% (2005) EU15 (European Foundation, 2007)

 21 million workers affected each year in EU-15

 Consequence of increase in service work?

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