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Unit 12: Handling Stress at Workplace

between top-level management and lower-level managers. A typical example of a role conflict Notes
would be when an employee has to decide between the demands made by the boss to put in
extra effort while doing the job or a demand made by the colleagues to restrain one’s effort
while doing the job. Sometimes, role conflict is also experienced when one has to act contrary
to one’s own belief and value system; for example, when an individual is expected to take
unethical or illegal decisions to safeguard the interests of the organization at the cost of his
own principles and beliefs. Role conflict brings about increased tension and reduced satisfaction
to the person concerned. In addition, it also destroys the level of trust and respect between the
two parties concerned, especially the one who is exerting conflicting role pressures on the role
incumbent. The results of this in the form of low morale and social and psychological pressure
can prove to be very costly for the person and the organization.

12.5.6 Physical Demands
The physical demands of the workplace can also have a devastating impact on the mental and
physical health of the employees. Poor working conditions in the form of extreme temperatures,
loud noises, excessive or poor lighting, radiation, and air pollutants are some examples of
working conditions that can take a toll on employees. The first impact of these factors is on job
performance, which starts deteriorating. High travel demands or long-distance commuting,
excessive travel, and long hours all add up to increased stress and reduced performance. In
addition to this, advancements in technology which provides immense relief and efficiency to
people who are proficient at it, can cause damage and stress to those who are averse to it.
With the increasing the number of call centres and business process outsourcing firms (BPOs)
in the business environment, the threat of physical demands on employees has increased in
intensity and can be the cause of stress-related disorders, if not checked immediately. Later we
will describe the stress-related disorders affecting BPO employees in the high-pressure
outsourcing business environment.
12.5.7 Career Development
One of the major sources of stress in organizations today is the aspiration level of employees.
The issues related to career planning and development such as job security, promotions, transfers
and other developmental processes like under-promotion (failure to grow in the job as per the
aspiration levels) or over-promotions (promotion to a job that exceeds the competency levels
of employees) can create high anxiety and stress among the persons concerned. Whenever any
change is introduced in the organization, employees are concerned about its effects on their
future. The employees think many career-related concerns such as, “Will I be able to contribute
effectively in the new job? Is there a possibility of growth? Is the new job secure?” These
concerns are the main sources of stress among them.

12.5.8 Organizational Politics
Each and every employee of the organization is a part of a formal or an informal group or
team. Good working relationship with peers, subordinates, and superiors is very crucial for the
successful performance of the organization and also to help employees to achieve their personal
and organizational goals. The disregard for each other in the organization results in rude
behaviour and becomes a cause for stress. A high level of political behaviour or office politics
can also be a source of stress for managers and employees. A by-product of power struggles
within an organization is heightened competition and increased stress for participants. Managers
who are caught up in power games and political alliances also pass on pressure to subordinates.
12.5.9 BPO Workers and Stress

Business Process Outsourcing firms (BPOs) in India have become a fertile ground for stress-
related disorders. Irregular working hours, lack of sleep, irate customers, lack of motivating
factors are some of the main stressors affecting employees in the BPO industry, despite the

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