Work demands, prevalence of musculoskeletal pain and stress symptoms on trainees of the collect section of an international bank
Autor(a) principal: | |
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Data de Publicação: | 2003 |
Outros Autores: | |
Tipo de documento: | Artigo |
Idioma: | por |
Título da fonte: | Revista de Terapia Ocupacional da Universidade de São Paulo |
Texto Completo: | https://www.revistas.usp.br/rto/article/view/13910 |
Resumo: | OBJECTIVE: to understand work demands, prevalence of musculoskeletal pain and stress symptoms on trainees of the collect section of an international bank, located in São Paulo. METHODS: Ergonomic work analysis, global and systematic observations, interviews with supervisors, manager and trainees, questionnaires answered voluntarily by the trainees. RESULTS: The objective of the collect section was to avoid that clients with high risk became debtors, as well as to collect from clients who owe the bank money. The aim was 11000 clients attended monthly. The section worked with receptive and active telemarketing. There were 67 trainees and 5 supervisors. Almost all the trainees worked in fixed shifts of 6 hours daily, with one break of 30 minutes and they did overtime. 85% were female, 83,7% had ages ranging from 18 and 23 years. All of them were at least college students. 98,6% were single, without children. 68,8% had less than one year on the job. 97 % of the trainees showed stress symptoms. The most frequent symptoms were: inability to relax or detach from work (63,0%), fatigue (50,7%), sleep disorders (41,8%), irritability (36,9%), strain (35,4%), cry easily (29,2%), hopelessness (23,9%), imnsonia (21,5%), to sweat without making physical efforts or when it was not hot (21,5%), sadness (20,0%). Concerning the prevalence of musculoskeletal pain 50,7% reported not having and 49,3% reported having. The location of the pain was: back pain 30,3%, shoulders 45,5%, neck 66,7%, elbows 12,1% and wrist/hands 30,3%. The relationship between the prevalence of musculoskeletal pain and stress symptoms was: trainees who had stress symptoms but not musculoskeletal pain 50,7%, trainees who had musculoskeletal pain but not stress symptoms 3,0%, trainees who had both stress symptoms and musculoskeletal pain 46,3%. |
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Work demands, prevalence of musculoskeletal pain and stress symptoms on trainees of the collect section of an international bank Exigências do trabalho, prevalência de dor muscular e de sintomas de estresse em estagiários do setor de cobrança de um banco internacional Work^i2^spsycholStress^i2^spsychologiWorkes^i2^sclassificatMuscular diseases^i2^spatholPain^i2^setiolTrabalho^i1^spsicoloEstresse psicológicoTrabalhadores^i1^sclassificaDoenças musculares^i1^spatoloDor^i1^setiolo OBJECTIVE: to understand work demands, prevalence of musculoskeletal pain and stress symptoms on trainees of the collect section of an international bank, located in São Paulo. METHODS: Ergonomic work analysis, global and systematic observations, interviews with supervisors, manager and trainees, questionnaires answered voluntarily by the trainees. RESULTS: The objective of the collect section was to avoid that clients with high risk became debtors, as well as to collect from clients who owe the bank money. The aim was 11000 clients attended monthly. The section worked with receptive and active telemarketing. There were 67 trainees and 5 supervisors. Almost all the trainees worked in fixed shifts of 6 hours daily, with one break of 30 minutes and they did overtime. 85% were female, 83,7% had ages ranging from 18 and 23 years. All of them were at least college students. 98,6% were single, without children. 68,8% had less than one year on the job. 97 % of the trainees showed stress symptoms. The most frequent symptoms were: inability to relax or detach from work (63,0%), fatigue (50,7%), sleep disorders (41,8%), irritability (36,9%), strain (35,4%), cry easily (29,2%), hopelessness (23,9%), imnsonia (21,5%), to sweat without making physical efforts or when it was not hot (21,5%), sadness (20,0%). Concerning the prevalence of musculoskeletal pain 50,7% reported not having and 49,3% reported having. The location of the pain was: back pain 30,3%, shoulders 45,5%, neck 66,7%, elbows 12,1% and wrist/hands 30,3%. The relationship between the prevalence of musculoskeletal pain and stress symptoms was: trainees who had stress symptoms but not musculoskeletal pain 50,7%, trainees who had musculoskeletal pain but not stress symptoms 3,0%, trainees who had both stress symptoms and musculoskeletal pain 46,3%. OBJETIVO: compreender exigências do trabalho, prevalência de dor muscular e sintomas de estresse em estagiários do setor de cobrança de um banco internacional, localizado em São Paulo. MÉTODO: Análise ergonômica do trabalho, observações globais e sistemáticas, entrevistas com informantes-chave, questionários respondidos voluntariamente pelos estagiários. RESULTADOS: O objetivo do setor era evitar que clientes com potencial se tornassem devedores, bem como, cobrar de clientes devedores. O objetivo era de atender 11000 clientes por mês. A seção trabalhava com teleatendimento receptivo e ativo. Havia 67 estagiários e 5 supervisores. Quase todos estagiários trabalhavam em turnos fixos de 6 h/dia, com uma pausa de 30 minutos e eles faziam horas-extras. 85% eram do sexo feminino, 83,7% possuiam idades entre 18 e 23 anos. Todos tinham pelo menos superior incompleto. 98,6% eram solteiros, sem filhos. 68,8% tinham menos de 1 ano de tempo de serviço. 97 % dos estagiários apresentavam sintomas de estresse. Os sintomas mais freqüentes eram: inabilidade de relaxar ou desligar-se do trabalho (63,0%), fadiga (50,7%), problemas de sono (41,8%), irritabilidade (36,9%), tensão (35,4%), chorar com facilidade (29,2%), desanimo (23,9%), insonia (21,5%), suar sem ter feito esforços físicos e sem que estivesse quente (21,5%), tristeza (20,0%). Com relação à prevalência de dor muscular 50,7% afirmaram não ter dor e 49,3% afirmaram ter. A localização da dor era: coluna 30,3%, ombros 45,5%, pescoço 66,7%, cotovelos 12,1% e punhos/mãos 30,3%. A relação entre prevalência de dor musculo-esquelética e sintomas de estresse era: 50,7% dos estagiários apresentavam sintomas de estresse mas não dor muscular, 3,0% dos estagiários apresentavam dor muscular mas não sintomas de estresse, 46,3% apresentavam dor muscular e sintomas de estresse. Universidade de São Paulo. Faculdade de Medicina2003-04-01info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://www.revistas.usp.br/rto/article/view/1391010.11606/issn.2238-6149.v14i1p10-18Revista de Terapia Ocupacional da Universidade de São Paulo; Vol. 14 Núm. 1 (2003); 10-18Revista de Terapia Ocupacional da Universidade de São Paulo; Vol. 14 No. 1 (2003); 10-18Revista de Terapia Ocupacional da Universidade de São Paulo; v. 14 n. 1 (2003); 10-182238-61491415-9104reponame:Revista de Terapia Ocupacional da Universidade de São Pauloinstname:Universidade de São Paulo (USP)instacron:USPporhttps://www.revistas.usp.br/rto/article/view/13910/15728Glina, Débora Miriam RaabRocha, Lys Estherinfo:eu-repo/semantics/openAccess2016-03-04T12:10:46Zoai:revistas.usp.br:article/13910Revistahttp://www.revistas.usp.br/rtoPUBhttps://www.revistas.usp.br/rto/oai||revto@usp.br2238-61491415-9104opendoar:2016-03-04T12:10:46Revista de Terapia Ocupacional da Universidade de São Paulo - Universidade de São Paulo (USP)false |
dc.title.none.fl_str_mv |
Work demands, prevalence of musculoskeletal pain and stress symptoms on trainees of the collect section of an international bank Exigências do trabalho, prevalência de dor muscular e de sintomas de estresse em estagiários do setor de cobrança de um banco internacional |
title |
Work demands, prevalence of musculoskeletal pain and stress symptoms on trainees of the collect section of an international bank |
spellingShingle |
Work demands, prevalence of musculoskeletal pain and stress symptoms on trainees of the collect section of an international bank Glina, Débora Miriam Raab Work^i2^spsychol Stress^i2^spsychologi Workes^i2^sclassificat Muscular diseases^i2^spathol Pain^i2^setiol Trabalho^i1^spsicolo Estresse psicológico Trabalhadores^i1^sclassifica Doenças musculares^i1^spatolo Dor^i1^setiolo |
title_short |
Work demands, prevalence of musculoskeletal pain and stress symptoms on trainees of the collect section of an international bank |
title_full |
Work demands, prevalence of musculoskeletal pain and stress symptoms on trainees of the collect section of an international bank |
title_fullStr |
Work demands, prevalence of musculoskeletal pain and stress symptoms on trainees of the collect section of an international bank |
title_full_unstemmed |
Work demands, prevalence of musculoskeletal pain and stress symptoms on trainees of the collect section of an international bank |
title_sort |
Work demands, prevalence of musculoskeletal pain and stress symptoms on trainees of the collect section of an international bank |
author |
Glina, Débora Miriam Raab |
author_facet |
Glina, Débora Miriam Raab Rocha, Lys Esther |
author_role |
author |
author2 |
Rocha, Lys Esther |
author2_role |
author |
dc.contributor.author.fl_str_mv |
Glina, Débora Miriam Raab Rocha, Lys Esther |
dc.subject.por.fl_str_mv |
Work^i2^spsychol Stress^i2^spsychologi Workes^i2^sclassificat Muscular diseases^i2^spathol Pain^i2^setiol Trabalho^i1^spsicolo Estresse psicológico Trabalhadores^i1^sclassifica Doenças musculares^i1^spatolo Dor^i1^setiolo |
topic |
Work^i2^spsychol Stress^i2^spsychologi Workes^i2^sclassificat Muscular diseases^i2^spathol Pain^i2^setiol Trabalho^i1^spsicolo Estresse psicológico Trabalhadores^i1^sclassifica Doenças musculares^i1^spatolo Dor^i1^setiolo |
description |
OBJECTIVE: to understand work demands, prevalence of musculoskeletal pain and stress symptoms on trainees of the collect section of an international bank, located in São Paulo. METHODS: Ergonomic work analysis, global and systematic observations, interviews with supervisors, manager and trainees, questionnaires answered voluntarily by the trainees. RESULTS: The objective of the collect section was to avoid that clients with high risk became debtors, as well as to collect from clients who owe the bank money. The aim was 11000 clients attended monthly. The section worked with receptive and active telemarketing. There were 67 trainees and 5 supervisors. Almost all the trainees worked in fixed shifts of 6 hours daily, with one break of 30 minutes and they did overtime. 85% were female, 83,7% had ages ranging from 18 and 23 years. All of them were at least college students. 98,6% were single, without children. 68,8% had less than one year on the job. 97 % of the trainees showed stress symptoms. The most frequent symptoms were: inability to relax or detach from work (63,0%), fatigue (50,7%), sleep disorders (41,8%), irritability (36,9%), strain (35,4%), cry easily (29,2%), hopelessness (23,9%), imnsonia (21,5%), to sweat without making physical efforts or when it was not hot (21,5%), sadness (20,0%). Concerning the prevalence of musculoskeletal pain 50,7% reported not having and 49,3% reported having. The location of the pain was: back pain 30,3%, shoulders 45,5%, neck 66,7%, elbows 12,1% and wrist/hands 30,3%. The relationship between the prevalence of musculoskeletal pain and stress symptoms was: trainees who had stress symptoms but not musculoskeletal pain 50,7%, trainees who had musculoskeletal pain but not stress symptoms 3,0%, trainees who had both stress symptoms and musculoskeletal pain 46,3%. |
publishDate |
2003 |
dc.date.none.fl_str_mv |
2003-04-01 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://www.revistas.usp.br/rto/article/view/13910 10.11606/issn.2238-6149.v14i1p10-18 |
url |
https://www.revistas.usp.br/rto/article/view/13910 |
identifier_str_mv |
10.11606/issn.2238-6149.v14i1p10-18 |
dc.language.iso.fl_str_mv |
por |
language |
por |
dc.relation.none.fl_str_mv |
https://www.revistas.usp.br/rto/article/view/13910/15728 |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
Universidade de São Paulo. Faculdade de Medicina |
publisher.none.fl_str_mv |
Universidade de São Paulo. Faculdade de Medicina |
dc.source.none.fl_str_mv |
Revista de Terapia Ocupacional da Universidade de São Paulo; Vol. 14 Núm. 1 (2003); 10-18 Revista de Terapia Ocupacional da Universidade de São Paulo; Vol. 14 No. 1 (2003); 10-18 Revista de Terapia Ocupacional da Universidade de São Paulo; v. 14 n. 1 (2003); 10-18 2238-6149 1415-9104 reponame:Revista de Terapia Ocupacional da Universidade de São Paulo instname:Universidade de São Paulo (USP) instacron:USP |
instname_str |
Universidade de São Paulo (USP) |
instacron_str |
USP |
institution |
USP |
reponame_str |
Revista de Terapia Ocupacional da Universidade de São Paulo |
collection |
Revista de Terapia Ocupacional da Universidade de São Paulo |
repository.name.fl_str_mv |
Revista de Terapia Ocupacional da Universidade de São Paulo - Universidade de São Paulo (USP) |
repository.mail.fl_str_mv |
||revto@usp.br |
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1798042668580732928 |