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作为电信运营企业投诉处理部门的员工,每天面对的除高强度的工作压力外,还需大量接触和处理负面情绪,员工普遍感到心理压力大。而在这种长期的压力下,任其发展,危害可想而知。培养一位合格的投诉处理员需要长时间,需要专业的知识,离职对正常工作的冲击无疑是最大的危害。如何做好EAP让员工快乐工作、健康生活、帮助员工应对这些压力?2012年,中国移动浙江公司率先提出了“心成长新动力”的EAP工作方向,把心理学的知识、技能应用于日常实际的投放处理工作中,并对其效果进行了评估研究。
As employees of the Complaints and Handling Division of telecom operators, they face a great deal of negative emotions in addition to high-intensity work pressure each day. Employees are generally under the psychological pressure. Under this kind of long-term pressure, letting oneself develop its own course and the harm can be imagined. It takes a long time to develop a qualified Complaint Clerk, requires professional knowledge, and the impact of separation on the normal work is undoubtedly the most damaging. How to do EAP to make employees work happily, healthy life and help employees to cope with these pressures? In 2012, China Mobile Zhejiang Co., Ltd. first put forward EAP work direction of “new motivation for heart growth” and apply psychology knowledge and skills to Daily actual delivery work, and its effectiveness were evaluated.