October 2010
Intermediate to advanced
655 pages
28h 30m
English
Content preview from Organizational Behavior, Third EditionBecome an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.
Chapter 7. Stress And Well-Being
Exploring Behavior in Action: Striking for Stress at Verizon
The pay is good, and sales bonuses can be generous. So why did Verizon call-center service representatives go on strike for 18 days several years ago? The answer in part is excessive stress.
Verizon, a Fortune 100 telecommunications company with revenues of more than $107 billion, depends on call-center representatives to provide positive customer service. These representatives provide the service link between the company and its customers. They answer many calls each day, covering a wide range of service issues. In addition, they sell products to the customers who call (such as caller ID services and DSL high-speed Internet access). The representatives are monitored electronically and in person on such factors as courtesy, length of calls, and sales of products. They are also closely monitored for tardiness, break times, and attendance. Failure to meet strict performance standards can lead to severe penalties, such as probation, suspension, or "separation from the payroll." Finally, service representatives are required to work overtime.
Call-center representatives are well paid and can earn commissions on sales. Over the years, they have voiced few complaints about the pay associated with the job. They have, however, voiced complaints about other issues. Associates said the following a few years ago:
You are constantly monitored on everything that you do. Every call is timed ..., If you go ...
Become an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
and much more.
Read now
Unlock full access
More than 5,000 organizations count on O’Reilly
O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.