S.O.S Polícia! estresse no trabalho: estudo no Centro Integrado de Comunicações Operacionais - (atendimento de urgência 190) da Polícia Militar de Minas Gerais na região metropolitana de Belo Horizonte

• Ano de defesa: 2010
• Autor(a) principal: Fabiana Santos Rezende
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Universidade Federal de Minas Gerais; UFMG
• Palavras-chave em Português: Estresse ocupacional; Tensão no trabalho; Policia Militar de Minas Gerais (PMMG); Centro Integrado de Comunicações Operacionais (CICOp); Teleatendimento; Administração; Policiais Stress ocupacional; Qualidade de vida no trabalho
• Link de acesso: http://hdl.handle.net/1843/BUBD-9A4FGD

The objective of this paper, about "Stress and impacts on work", was to diagnose the possible manifestations of stress in the work of supervisors, telemarketing and radio operators of the Integrated Center of Operational Communications (CICOP) about Metropolitan Region of Belo Horizonte, identifying the main sources of tension, the resulting symptoms and impacts on productivity. To achieve the main goal of this work, we performed a study that allowed the description and explanation of the phenomenon under investigation, and the correlation between variab1es. It was used as the theoretical basis the Model Explanation of Occupational Stress (MTEG), developed by Zílle (2005), adapted for the present study, Data were collected through a questionnaire adhering to the theoretical model and applied in the Sample of individuals who work in the emergency room 190 of PMMG. In methodological terms, was conducted field research and case Study, a descriptive and explanatory, in a Sample of 189 individuals who work in the Service of emergency care 190 (CICOP). The data were treated Statistically using Excel and StatiStiCa1Package for the Socia1 Science (SPSS - 13) softwares. The reSu1tS shows that 189 individuals Surveyed 76.2%, or 144, present a profile of occupational Stress and, of these, 40.7%, or 77, indicate mild to moderate Stress; 26.5%, or 50, Severe stress and 9.0%, or 17, indicate Stress or very intense. 23.8% from the sample, or 45, showed no stress. From the diagnosis evidenced higher 1eve1s of occupationa1 stress among telemarketing operators civilian contractor, and 46.6% indicate had high, very intense stress. The major symptoms identified in the aggregate in order of importance were: fatigue, pain in the neck and shou1ders rnuscles, nervousness, anxiety and irritability. The more evident sources of tension are related to execution of complex work, bringing weariness and tiredness, carryed out by several activities at once with a high degree of recovery; work philosophy ruled by an obsession with results, decisions taken without the participation of those involved; live individuals with stress characteristics, and excessive pressures in the various aspects of work. Regarding the effects on productivity, which can contribute negatively to the work were identified: a major disincentive to work and the consequent desire to switch their jobs frequently. When the analysis is made considering the different jobs, it turns out that telemarketing has also on average the most significant indicators in this direction, which are the same previously described for functions in general, followed by: possibility of losing control of 1ife events (work, family, relationships); difficulty in remembering recent events about work which previously were easily remembered, and excessive wear on interpersonal relationships at work or elsewhere. It was also noted that the supervisors, on average, have the lowest impact on productivity.