Araştırma Makalesi
BibTex RIS Kaynak Göster

ÇAĞRI MERKEZİ ÇALIŞANLARININ PSİKOLOJİK DAYANIKLILIKLARININ İNCELENMESİNE YÖNELİK BİR ODAK GRUP ÇALIŞMASI

Yıl 2024, Cilt: 26 Sayı: 1, 470 - 493, 15.03.2024
https://doi.org/10.16953/deusosbil.1391152

Öz

Psikolojik dayanıklılığın çok güçlü olması gereken iş kollarından birisi de çağrı merkezleridir. Yoğun iş yükü ve stres altında çalışan çağrı merkezi çalışanlarının, zorluklarla mücadele edebilme güçleri psikolojik dayanıklılık seviyesine bağlı olarak değişkenlik göstermektedir. Literatürde sektörle ilgili araştırmaların sınırlı olması nedeniyle, çalışma kapsamında, çağrı merkezi çalışanlarının psikolojik dayanıklılık algılarını, bu dayanıklılığı olumlu ve olumsuz etkileyen faktörleri, psikolojik dayanıklılığı güçlendirmek adına tercih edilen strateji ve yöntemleri keşfetmeye odaklanan bir araştırma gerçekleştirilmiştir. Bu amaçla araştırmada, farklı çağrı merkezlerinden seçilen dokuz (9) çalışan ile nitel araştırma yöntemlerinden odak grup görüşmesi yapılmıştır. Verilerin analizi sonucunda, çalışanların psikolojik dayanıklılığı; zorluklarla başa çıkma, olumlu tutum, stres altında performans, empati, müşteri iletişimi ve motivasyon koruma olarak tanımladıkları görülmüştür. Ayrıca, iş ortamında destekleyici ekip ve yöneticinin varlığı, düzenli geri bildirim, eğitim ve gelişim fırsatları, açık iletişim ve takdir edici iletişimin psikolojik dayanıklılığı güçlendirici faktörler olduğu belirlenmiştir. Bununla birlikte, olumsuz müşteri etkileşimleri, yüksek tempolu iş ortamı, teknolojik sorunlar, sürekli değişen iş koşulları ve uzun çalışma saatleri gibi durumların çalışanların psikolojik dayanıklılığını zorladığı tespit edilmiştir. Çağrı merkezi çalışanları zorluklarla başa çıkmak için dinlenme, duygusal kontrol, etkili iletişim, kişisel bakım, hizmet içi eğitim ve zaman yönetimi stratejilerini kullanmaktadırlar. Araştırma sonucunda, psikolojik dayanıklılığı artırmak için stres yönetimi, takım aktiviteleri, sürekli öğrenme, kişisel beceri eğitimleri, psikolojik danışmanlık hizmetleri ve esnek çalışma saatleri gibi stratejilere odaklanmanın faydalı olabileceği sonucuna varılmıştır. Aynı zamanda, psikolojik dayanıklılığın istikrarlı ve sürdürülebilir bir şekilde nasıl güçlendirilebileceği konusunda öneriler sunulmuştur.

Kaynakça

  • Baş, T. & Akturan, U. (2008). Nitel Araştırma Yöntemleri. Ankara: Seçkin Yayıncılık.
  • Bec, A., Moyle, B. D. & Moyle, C. (2018). Resilient and sustainable communities. Sustainability, 10 (12), 4810.
  • Bernuzzi, C., Sommovigo, V. & Setti, I. (2022). The role of resilience in the work-life interface: A systematic review. Work, 73 (4), 1147-1165.
  • Campbell-Sills, L., Cohan, S. L. & Stein, M. B. (2006). Relationship of resilience to personality, coping, and psychiatric symptoms in young adults. Behaviour Research and Therapy, 44 (4), 585-599.
  • Carver, C. S. & Connor-Smith, J. (2010). Personality and coping. Annual Review of Psychology, 61, 679-704.
  • Cheavens, J. S., Feldman, D. B., Woodward, J. T. & Snyder, C. R. (2006). Hope in cognitive psychotherapies: On working with client strengths. Journal of Cognitive Psychotherapy, 20 (2), 135-145.
  • Connor, K. M. & Davidson, J. R. (2003). Development of a new resilience scale: The Connor-Davidson Resilience Scale (CD-RISC). Depression and Anxiety, 18 (2), 76-82.
  • Çam, O. & Büyükbayram, A. (2017). Hemşirelerde psikolojik dayanıklılık ve etkileyen faktörler. Psikiyatri Hemşireliği Dergisi, 8 (2), 118-126.
  • Çetin, F. & Basım, H. N. (2011). Psikolojik Dayanıklılığın İş Tatmini ve Örgütsel Bağlılık Tutumlarındaki Rolü. Is, Guc: The Journal of Industrial Relations & Human Resources, 13 (3).
  • Çetin, C. & Anuk, Ö. (2020). Covid-19 pandemi sürecinde yalnızlık ve psikolojik dayanıklılık: bir kamu üniversitesi öğrencileri örneklemi. Avrasya Sosyal ve Ekonomi Araştırmaları Dergisi, 7 (5), 170-189.
  • Çokluk, Ö., Yılmaz, K. & Oğuz, E. (2011). Nitel bir görüşme yöntemi: Odak grup görüşmesi. Kuramsal Eğitimbilim Dergisi, 4 (1), 95-107.
  • Dray, J., Bowman, J., Wolfenden, L., Campbell, E., Freund, M., Hodder, R. K. & Wiggers, J. (2015). Systematic review of universal resilience interventions targeting child and adolescent mental health in the school setting: review protocol. Systematic Reviews, 4 (1).
  • First, J. M. & Houston, J. B. (2022). The mental health impacts of successive disasters: examining the roles of individual and community resilience following a tornado and Covid-19. Clinical Social Work Journal, 50 (2), 124-134.
  • Fisher, D. M., Ragsdale, J. M. & Fisher, E. C. (2019). The importance of definitional and temporal issues in the study of resilience. Applied Psychology: An International Review, 68 (4), 583–620. https://doi.org/10.1111/apps.12162.
  • Garmezy, N. (1970). Process and reactive schizophrenia: Some conceptions and issues. Schizophrenia Bulletin, 1 (2), 30.
  • Haeken, S. V., Braeken, M., Nuyts, T., Franck, E., Timmermans, O. & Bogaerts, A. (2020). Perinatal resilience for the first 1,000 days of life. Concept analysis and delphi survey. Frontiers in Psychology, 11.
  • Han, F. & Wang, Q. (2022). Positive and negative mood states mediated the effects of psychological resilience on emotional stability among high school students during the Covid-19 pandemic. Frontiers in Psychology, 13, 967669.
  • Harry, N. (2015). Constructing a psychological coping profile in the call centre environment: Wellness-related dispositions in relation to resiliency-related behavioural capacities. SA Journal of Industrial Psychology, 41(1), 1-11.
  • Hartling, L. M. (2008). Strengthening resilience in a risky world: It's all about relationships. Women & Therapy, 31(2-4), 51-70.
  • Hartmann, S., Weiss, M., Newman, A. & Hoegl, M. (2020). Resilience in the workplace: A multilevel review and synthesis. Applied Psychology: An International Review, 69 (3) 913–959.
  • Holt-Lunstad, J., Smith, T. B. & Layton, J. B. (2010). Social relationships and mortality risk: A meta-analytic review. PLoS Medicine, 7 (7), e1000316.
  • Jiménez, C. A. R. (2020). Resilience the science of mastering life’s greatest challenges. Revista De Psicologia, 11 (1), 173-174. https://doi.org/10.36517/revpsiufc.11.1.2020.19
  • Jiménez-Rodríguez, D., Molero Jurado, M. D. M., Pérez-Fuentes, M. D. C., Arrogante, O., Oropesa-Ruiz, N. F. &
  • Gázquez-Linares, J. J. (2022). The Effects of a Non-Technical Skills Training Program on Emotional Intelligence and Resilience in Undergraduate Nursing Students. In Healthcare, 10(5),866.
  • Karacaoğlu, K. & Köktaş, G. (2016). Psikolojik Dayanıklılık ve Psikolojik İyi Olma İlişkisinde İyimserliğin Aracı Rolü: Hastane Çalışanları Üzerine Bir Araştırma. İş ve İnsan Dergisi, 3 (2), 119-127.
  • Kashfitanto, D. & Febriansyah, H. (2023). The Effect of Work Stress and Work Values on Turnover Intention of Generation Z Employees in Call Center Company (Case Study of PT ABC in Java, Indonesia). International Journal of Current Science Research and Review, 06, 3962-3974.
  • Karademir, T. & Açak, M. (2019). Üniversiteli Sporcuların Psikolojik Dayanıklılık Düzeylerinin İncelenmesi. Kahramanmaraş Sütçü İmam Üniversitesi Sosyal Bilimler Dergisi, 16 (2), 803-816.
  • Krueger, R. A. (2014). Focus groups: A practical guide for applied research. Sage publications.
  • Labrague, L. J. (2021). Psychological resilience, coping behaviours and social support among health care workers during the Covid‐19 pandemic: A systematic review of quantitative studies. Journal of nursing management, 29 (7), 1893-1905.
  • Lee, J., Blackmon, B., Cochran, D., Kar, B., Rehner, T. & Gunnell, M. (2017). Community resilience, psychological resilience, and depressive symptoms: An examination of the Mississippi Gulf Coast 10 years after Hurricane Katrina and 5 years after the Deepwater Horizon oil spill. Disaster Medicine and Public Health Preparedness, 12 (2), 241-248.
  • Leipold, B. & Greve, W. (2009). Resilience: A conceptual bridge between coping and development. European Psychologist, 14 (1), 40-50.
  • Liao, Z., Zhou, H. & He, Z. (2022). The mediating role of psychological resilience between social participation and life satisfaction among older adults in China. BMC Geriatrics, 22 (1).
  • Liu, Q., Jiang, M., Li, S. & Yang, Y. (2021). Social support, resilience, and self-esteem protect against common mental health problems in early adolescence. Medicine, 100 (4), e24334.
  • Liu, H., Zhang, C., Ji, Y. & Yang, L. (2018). Biological and psychological perspectives of resilience: is it possible to improve stress resistance?. Frontiers in human neuroscience, 12, 326.
  • Luthar, S. S., Cicchetti, D. & Becker, B. (2000). The construct of resilience: A critical evaluation and guidelines for future work. Child Development, 71 (3), 543-562.
  • Mak, W. W. S., Ng, I. S. W. & Wong, C. (2011). Resilience: Enhancing well-being through the positive cognitive triad. Journal of Counseling Psychology, 58 (4), 610-617.
  • Manomenidis, G., Panagopoulou, E. & Montgomery, A. (2019). Resilience in nursing: The role of internal and external factors. Journal of Nursing Management, 27(1), 172–178.
  • Masten, A. S. (2001). Ordinary magic: Resilience processes in development. American Psychologist, 56 (3), 227-238.
  • Masten, A. S., & Coatsworth, J. D. (1998). The development of competence in favorable and unfavorable environments: Lessons from research on successful children. American psychologist, 53 (2), 205.
  • Metin, O. ve Ünal, Ş. (2022). İçerik analizi tekniği: İletişim bilimlerinde ve sosyolojide doktora tezlerinde kullanımı. Anadolu Üniversitesi Sosyal Bilimler Dergisi, 22 (Özel Sayı 2), 273-294.
  • Navsaria, N. (2020). Developing healthy coping skills for resilience. https://hr.wustl.edu/developing-healthy-coping-skills-for-resilience/ (Erişim Tarihi: 01.11.2023).
  • Özbay, F., Johnson, D. C., Dimoulas, E., Morgan, C. A., Charney, D. & Southwick, S. (2007). Social support and resilience to stress: From neurobiology to clinical practice. Psychiatry (Edgmont), 4 (5), 35-40.
  • Özsaban, A., Turan, N., & Hatice, K. A. Y. A. (2019). Resilience in nursing students: The effect of academic stress and social support. Clinical and Experimental Health Sciences, 9 (1), 69-76.
  • Özdemir, N. (2019). The investigation of elite athletes’ psychological resilience. Journal of Education and Training Studies, 7 (10), 47.
  • Park, C. L. (2016). Meaning making in the context of disasters. Journal of Clinical Psychology, 72 (12), 1234-1246. Parsons, S., Kruijt, A. W. & Fox, E. (2016). A cognitive model of psychological resilience. Journal of Experimental Psychopathology, 7 (3), 296-310.
  • PeConga, E. K., Gauthier, G. M., Holloway, A., Walker, R., Rosencrans, P., Zoellner, L. A. & Bedard‐Gilligan, M. (2020). Resilience is spreading: Mental health within the Covid-19 pandemic. Psychological Trauma: Theory, Research, Practice, and Policy, 12 (1), 47-48.
  • Rees, C. S., Breen, L. J., Cusack, L. & Hegney, D. (2015). Understanding individual resilience in the workplace: The international collaboration of workforce resilience model. Frontiers in Psychology, 6, 73.
  • Rutten, B. P. F., Hammels, C., Geschwind, N., Menne-Lothmann, C., Pishva, E., Schruers, K. & Wichers, M. (2013). Resilience in mental health: Linking psychological and neurobiological perspectives. Acta Psychiatrica Scandinavica, 128 (1), 3–20.
  • Santos, D., Mateos-Pérez, E., Cantero, M., & Gámez-Guadix, M. (2021). Cyberbullying in adolescents: Resilience as a protective factor of mental health outcomes. Cyberpsychology, Behavior, and Social Networking, 24 (6), 414-420.
  • Southwick, S. M. & Charney, D. S. (2018). Resilience: The science of mastering life's greatest challenges. Cambridge University Press.
  • Srivastava, S. & Madan, P. (2020). The relationship between resilience and career satisfaction: Trust, political skills, and organizational identification as moderators. Australian Journal of Career Development, 29 (1), 44-53.
  • Stewart, D. (2011). Toward understanding resilient outcomes. The Canadian Journal of Psychiatry, 56 (5), 256-257.
  • Tugade, M. M. & Fredrickson, B. L. (2004). Resilient individuals use positive emotions to bounce back from negative emotional experiences. Journal of Personality and Social Psychology, 86 (2), 320-333.
  • Tümlü, G. Ü. & Recepoğlu, E. (2013). Üniversite akademik personelinin psikolojik dayanıklılık ve yaşam doyumu arasındaki ilişki. Yükseköğretim ve Bilim Dergisi, (3), 205-213.
  • Uchino, B. N. (2006). Social support and health: A review of physiological processes potentially underlying links to disease outcomes. Journal of Behavioral Medicine, 29 (4), 377–387.
  • Waugh, C. E., Wager, T. D., Fredrickson, B. L., Noll, D. C. & Taylor, S. F. (2008). The neural correlates of trait resilience when anticipating and recovering from threat. Social Cognitive and Affective Neuroscience, 3 (4), 322-332.
  • Weitzel, E. C., Löbner, M., Glaesmer, H., Hinz, A., Zeynalova, S., Henger, S. & Riedel-Heller, S. G. (2022). The association of resilience with mental health in a large population-based sample (life-adult-study). International Journal of Environmental Research and Public Health, 19 (23), 15944.
  • Werner, E. E. (1995). Resilience in development. Current Directions in Psychological Science, 4 (3), 81-85.
  • Yıldırım, A., & Şimşek, H. (2006). Sosyal Bilimlerde Nitel Araştırma Yöntemleri (6. Baskı). Seçkin Yayıncılık, Ankara.
  • Yi, F., Li, X., Song, X. & Zhu, L. (2020). The underlying mechanisms of psychological resilience on emotional experience: Attention-bias or emotion disengagement. Frontiers in Psychology, 11 (1993).
  • Zito, M., Emanuel, F., Molino, M., Cortese, C. G., Ghislieri, C. & Colombo, L. (2018). Turnover intentions in a call center: The role of emotional dissonance, job resources, and job satisfaction. PLoS ONE, 13 (2), e0192025.

A FOCUS GROUP STUDY ON THE EXAMINATION OF CALL CENTER EMPLOYEES' PSYCHOLOGICAL RESILIENCE

Yıl 2024, Cilt: 26 Sayı: 1, 470 - 493, 15.03.2024
https://doi.org/10.16953/deusosbil.1391152

Öz

Call centers are among the professions that require a very strong psychological resilience. The ability of call center employees, who work under intense workload and stress, to cope with difficulties varies depending on the level of psychological resilience. Due to the limited research in the literature related to the sector, a study has been conducted within the scope of this work, focusing on exploring the perceptions of psychological resilience of call center employees, factors that positively and negatively affect this resilience, and the strategies and methods preferred to strengthen psychological resilience. For this purpose, in the study, a focus group interview was conducted with nine (9) employees selected from different call centers using qualitative research methods. As a result of the data analysis, it has been revealed that employees define their psychological resilience as coping with difficulties, maintaining a positive attitude, performance under stress, empathy, customer communication, and motivation preservation. Additionally, the presence of a supportive team and management in the work environment, regular feedback, training and development opportunities, open communication, and appreciative communication have been identified as factors that strengthen psychological resilience. However, it has been found that situations such as negative customer interactions, high-paced work environment, technological problems, constantly changing work conditions, and long working hours challenge the employees' psychological resilience. Call center employees use strategies such as resting, emotional control, effective communication, personal care, in-service training, and time management to cope with difficulties. The research concludes that focusing on strategies such as stress management, team activities, continuous learning, personal skills training, psychological counseling services, and flexible working hours can be beneficial to increase psychological resilience. At the same time, suggestions have been presented on how psychological resilience can be strengthened in a stable and sustainable manner.

Kaynakça

  • Baş, T. & Akturan, U. (2008). Nitel Araştırma Yöntemleri. Ankara: Seçkin Yayıncılık.
  • Bec, A., Moyle, B. D. & Moyle, C. (2018). Resilient and sustainable communities. Sustainability, 10 (12), 4810.
  • Bernuzzi, C., Sommovigo, V. & Setti, I. (2022). The role of resilience in the work-life interface: A systematic review. Work, 73 (4), 1147-1165.
  • Campbell-Sills, L., Cohan, S. L. & Stein, M. B. (2006). Relationship of resilience to personality, coping, and psychiatric symptoms in young adults. Behaviour Research and Therapy, 44 (4), 585-599.
  • Carver, C. S. & Connor-Smith, J. (2010). Personality and coping. Annual Review of Psychology, 61, 679-704.
  • Cheavens, J. S., Feldman, D. B., Woodward, J. T. & Snyder, C. R. (2006). Hope in cognitive psychotherapies: On working with client strengths. Journal of Cognitive Psychotherapy, 20 (2), 135-145.
  • Connor, K. M. & Davidson, J. R. (2003). Development of a new resilience scale: The Connor-Davidson Resilience Scale (CD-RISC). Depression and Anxiety, 18 (2), 76-82.
  • Çam, O. & Büyükbayram, A. (2017). Hemşirelerde psikolojik dayanıklılık ve etkileyen faktörler. Psikiyatri Hemşireliği Dergisi, 8 (2), 118-126.
  • Çetin, F. & Basım, H. N. (2011). Psikolojik Dayanıklılığın İş Tatmini ve Örgütsel Bağlılık Tutumlarındaki Rolü. Is, Guc: The Journal of Industrial Relations & Human Resources, 13 (3).
  • Çetin, C. & Anuk, Ö. (2020). Covid-19 pandemi sürecinde yalnızlık ve psikolojik dayanıklılık: bir kamu üniversitesi öğrencileri örneklemi. Avrasya Sosyal ve Ekonomi Araştırmaları Dergisi, 7 (5), 170-189.
  • Çokluk, Ö., Yılmaz, K. & Oğuz, E. (2011). Nitel bir görüşme yöntemi: Odak grup görüşmesi. Kuramsal Eğitimbilim Dergisi, 4 (1), 95-107.
  • Dray, J., Bowman, J., Wolfenden, L., Campbell, E., Freund, M., Hodder, R. K. & Wiggers, J. (2015). Systematic review of universal resilience interventions targeting child and adolescent mental health in the school setting: review protocol. Systematic Reviews, 4 (1).
  • First, J. M. & Houston, J. B. (2022). The mental health impacts of successive disasters: examining the roles of individual and community resilience following a tornado and Covid-19. Clinical Social Work Journal, 50 (2), 124-134.
  • Fisher, D. M., Ragsdale, J. M. & Fisher, E. C. (2019). The importance of definitional and temporal issues in the study of resilience. Applied Psychology: An International Review, 68 (4), 583–620. https://doi.org/10.1111/apps.12162.
  • Garmezy, N. (1970). Process and reactive schizophrenia: Some conceptions and issues. Schizophrenia Bulletin, 1 (2), 30.
  • Haeken, S. V., Braeken, M., Nuyts, T., Franck, E., Timmermans, O. & Bogaerts, A. (2020). Perinatal resilience for the first 1,000 days of life. Concept analysis and delphi survey. Frontiers in Psychology, 11.
  • Han, F. & Wang, Q. (2022). Positive and negative mood states mediated the effects of psychological resilience on emotional stability among high school students during the Covid-19 pandemic. Frontiers in Psychology, 13, 967669.
  • Harry, N. (2015). Constructing a psychological coping profile in the call centre environment: Wellness-related dispositions in relation to resiliency-related behavioural capacities. SA Journal of Industrial Psychology, 41(1), 1-11.
  • Hartling, L. M. (2008). Strengthening resilience in a risky world: It's all about relationships. Women & Therapy, 31(2-4), 51-70.
  • Hartmann, S., Weiss, M., Newman, A. & Hoegl, M. (2020). Resilience in the workplace: A multilevel review and synthesis. Applied Psychology: An International Review, 69 (3) 913–959.
  • Holt-Lunstad, J., Smith, T. B. & Layton, J. B. (2010). Social relationships and mortality risk: A meta-analytic review. PLoS Medicine, 7 (7), e1000316.
  • Jiménez, C. A. R. (2020). Resilience the science of mastering life’s greatest challenges. Revista De Psicologia, 11 (1), 173-174. https://doi.org/10.36517/revpsiufc.11.1.2020.19
  • Jiménez-Rodríguez, D., Molero Jurado, M. D. M., Pérez-Fuentes, M. D. C., Arrogante, O., Oropesa-Ruiz, N. F. &
  • Gázquez-Linares, J. J. (2022). The Effects of a Non-Technical Skills Training Program on Emotional Intelligence and Resilience in Undergraduate Nursing Students. In Healthcare, 10(5),866.
  • Karacaoğlu, K. & Köktaş, G. (2016). Psikolojik Dayanıklılık ve Psikolojik İyi Olma İlişkisinde İyimserliğin Aracı Rolü: Hastane Çalışanları Üzerine Bir Araştırma. İş ve İnsan Dergisi, 3 (2), 119-127.
  • Kashfitanto, D. & Febriansyah, H. (2023). The Effect of Work Stress and Work Values on Turnover Intention of Generation Z Employees in Call Center Company (Case Study of PT ABC in Java, Indonesia). International Journal of Current Science Research and Review, 06, 3962-3974.
  • Karademir, T. & Açak, M. (2019). Üniversiteli Sporcuların Psikolojik Dayanıklılık Düzeylerinin İncelenmesi. Kahramanmaraş Sütçü İmam Üniversitesi Sosyal Bilimler Dergisi, 16 (2), 803-816.
  • Krueger, R. A. (2014). Focus groups: A practical guide for applied research. Sage publications.
  • Labrague, L. J. (2021). Psychological resilience, coping behaviours and social support among health care workers during the Covid‐19 pandemic: A systematic review of quantitative studies. Journal of nursing management, 29 (7), 1893-1905.
  • Lee, J., Blackmon, B., Cochran, D., Kar, B., Rehner, T. & Gunnell, M. (2017). Community resilience, psychological resilience, and depressive symptoms: An examination of the Mississippi Gulf Coast 10 years after Hurricane Katrina and 5 years after the Deepwater Horizon oil spill. Disaster Medicine and Public Health Preparedness, 12 (2), 241-248.
  • Leipold, B. & Greve, W. (2009). Resilience: A conceptual bridge between coping and development. European Psychologist, 14 (1), 40-50.
  • Liao, Z., Zhou, H. & He, Z. (2022). The mediating role of psychological resilience between social participation and life satisfaction among older adults in China. BMC Geriatrics, 22 (1).
  • Liu, Q., Jiang, M., Li, S. & Yang, Y. (2021). Social support, resilience, and self-esteem protect against common mental health problems in early adolescence. Medicine, 100 (4), e24334.
  • Liu, H., Zhang, C., Ji, Y. & Yang, L. (2018). Biological and psychological perspectives of resilience: is it possible to improve stress resistance?. Frontiers in human neuroscience, 12, 326.
  • Luthar, S. S., Cicchetti, D. & Becker, B. (2000). The construct of resilience: A critical evaluation and guidelines for future work. Child Development, 71 (3), 543-562.
  • Mak, W. W. S., Ng, I. S. W. & Wong, C. (2011). Resilience: Enhancing well-being through the positive cognitive triad. Journal of Counseling Psychology, 58 (4), 610-617.
  • Manomenidis, G., Panagopoulou, E. & Montgomery, A. (2019). Resilience in nursing: The role of internal and external factors. Journal of Nursing Management, 27(1), 172–178.
  • Masten, A. S. (2001). Ordinary magic: Resilience processes in development. American Psychologist, 56 (3), 227-238.
  • Masten, A. S., & Coatsworth, J. D. (1998). The development of competence in favorable and unfavorable environments: Lessons from research on successful children. American psychologist, 53 (2), 205.
  • Metin, O. ve Ünal, Ş. (2022). İçerik analizi tekniği: İletişim bilimlerinde ve sosyolojide doktora tezlerinde kullanımı. Anadolu Üniversitesi Sosyal Bilimler Dergisi, 22 (Özel Sayı 2), 273-294.
  • Navsaria, N. (2020). Developing healthy coping skills for resilience. https://hr.wustl.edu/developing-healthy-coping-skills-for-resilience/ (Erişim Tarihi: 01.11.2023).
  • Özbay, F., Johnson, D. C., Dimoulas, E., Morgan, C. A., Charney, D. & Southwick, S. (2007). Social support and resilience to stress: From neurobiology to clinical practice. Psychiatry (Edgmont), 4 (5), 35-40.
  • Özsaban, A., Turan, N., & Hatice, K. A. Y. A. (2019). Resilience in nursing students: The effect of academic stress and social support. Clinical and Experimental Health Sciences, 9 (1), 69-76.
  • Özdemir, N. (2019). The investigation of elite athletes’ psychological resilience. Journal of Education and Training Studies, 7 (10), 47.
  • Park, C. L. (2016). Meaning making in the context of disasters. Journal of Clinical Psychology, 72 (12), 1234-1246. Parsons, S., Kruijt, A. W. & Fox, E. (2016). A cognitive model of psychological resilience. Journal of Experimental Psychopathology, 7 (3), 296-310.
  • PeConga, E. K., Gauthier, G. M., Holloway, A., Walker, R., Rosencrans, P., Zoellner, L. A. & Bedard‐Gilligan, M. (2020). Resilience is spreading: Mental health within the Covid-19 pandemic. Psychological Trauma: Theory, Research, Practice, and Policy, 12 (1), 47-48.
  • Rees, C. S., Breen, L. J., Cusack, L. & Hegney, D. (2015). Understanding individual resilience in the workplace: The international collaboration of workforce resilience model. Frontiers in Psychology, 6, 73.
  • Rutten, B. P. F., Hammels, C., Geschwind, N., Menne-Lothmann, C., Pishva, E., Schruers, K. & Wichers, M. (2013). Resilience in mental health: Linking psychological and neurobiological perspectives. Acta Psychiatrica Scandinavica, 128 (1), 3–20.
  • Santos, D., Mateos-Pérez, E., Cantero, M., & Gámez-Guadix, M. (2021). Cyberbullying in adolescents: Resilience as a protective factor of mental health outcomes. Cyberpsychology, Behavior, and Social Networking, 24 (6), 414-420.
  • Southwick, S. M. & Charney, D. S. (2018). Resilience: The science of mastering life's greatest challenges. Cambridge University Press.
  • Srivastava, S. & Madan, P. (2020). The relationship between resilience and career satisfaction: Trust, political skills, and organizational identification as moderators. Australian Journal of Career Development, 29 (1), 44-53.
  • Stewart, D. (2011). Toward understanding resilient outcomes. The Canadian Journal of Psychiatry, 56 (5), 256-257.
  • Tugade, M. M. & Fredrickson, B. L. (2004). Resilient individuals use positive emotions to bounce back from negative emotional experiences. Journal of Personality and Social Psychology, 86 (2), 320-333.
  • Tümlü, G. Ü. & Recepoğlu, E. (2013). Üniversite akademik personelinin psikolojik dayanıklılık ve yaşam doyumu arasındaki ilişki. Yükseköğretim ve Bilim Dergisi, (3), 205-213.
  • Uchino, B. N. (2006). Social support and health: A review of physiological processes potentially underlying links to disease outcomes. Journal of Behavioral Medicine, 29 (4), 377–387.
  • Waugh, C. E., Wager, T. D., Fredrickson, B. L., Noll, D. C. & Taylor, S. F. (2008). The neural correlates of trait resilience when anticipating and recovering from threat. Social Cognitive and Affective Neuroscience, 3 (4), 322-332.
  • Weitzel, E. C., Löbner, M., Glaesmer, H., Hinz, A., Zeynalova, S., Henger, S. & Riedel-Heller, S. G. (2022). The association of resilience with mental health in a large population-based sample (life-adult-study). International Journal of Environmental Research and Public Health, 19 (23), 15944.
  • Werner, E. E. (1995). Resilience in development. Current Directions in Psychological Science, 4 (3), 81-85.
  • Yıldırım, A., & Şimşek, H. (2006). Sosyal Bilimlerde Nitel Araştırma Yöntemleri (6. Baskı). Seçkin Yayıncılık, Ankara.
  • Yi, F., Li, X., Song, X. & Zhu, L. (2020). The underlying mechanisms of psychological resilience on emotional experience: Attention-bias or emotion disengagement. Frontiers in Psychology, 11 (1993).
  • Zito, M., Emanuel, F., Molino, M., Cortese, C. G., Ghislieri, C. & Colombo, L. (2018). Turnover intentions in a call center: The role of emotional dissonance, job resources, and job satisfaction. PLoS ONE, 13 (2), e0192025.
Toplam 61 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Konular Strateji, Yönetim ve Örgütsel Davranış (Diğer)
Bölüm Makaleler
Yazarlar

Berkin Hanaylı 0000-0001-6590-2038

Güler Tozkoparan 0000-0001-9082-7092

Yayımlanma Tarihi 15 Mart 2024
Gönderilme Tarihi 15 Kasım 2023
Kabul Tarihi 30 Ocak 2024
Yayımlandığı Sayı Yıl 2024 Cilt: 26 Sayı: 1

Kaynak Göster

APA Hanaylı, B., & Tozkoparan, G. (2024). ÇAĞRI MERKEZİ ÇALIŞANLARININ PSİKOLOJİK DAYANIKLILIKLARININ İNCELENMESİNE YÖNELİK BİR ODAK GRUP ÇALIŞMASI. Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 26(1), 470-493. https://doi.org/10.16953/deusosbil.1391152