ࡱ> w4bjbjVV4:<<^f+pp!!,,,,,,8,L6.,*gV/pR0h0h0h0<<<UfWfWfWfWfWfWf$i"l^{fi,=;|<=={f!!h0h0 fJJJ=d!h0,h0UfJ=UfJJ^)I`h0zQ,TAn_Aff0*g_lCl,I`I`Ll,c<<^J<L1=<<<{f{fI0<<<*g====l<<<<<<<<<p x :STRESS AND COMMUNICATION IN THE WORKPLACE Ph.D. Mila Nadrljanski, doc. Faculty of Maritime Studies Split, Zrinsko Frankopanska 37 milamika60@yahoo.com Ljubo Dula CEO of Aldi, Mihanovieva 43  HYPERLINK "mailto:ljubo.djula@vip.hr" ljubo.djula@vip.hr Ivan Bo~i evi Studiaintermedia Zagreb Summary The subject of this paper is to study the impact of stress on employees of the company "ALDI" Split. One of the most common causes of stress in the workplace are interpersonal relationships. Stress due to poor interpersonal relationships is also covered by the concept of mobbing, which means psychoterror in the workplace that employees perform on their colleagues. Employees who are stressed often have health problems, are less motivated to work, and are less efficient and therefore less protected in the workplace. Their organizations can hardly be competitive in the market. It is the responsibility of managers to adequately control and prevent stress in the work environment, and of each individual to know how to effectively manage personal stress. In this paper it was necessary to consider the relevant factors of stress and its impact on the functioning of employees. In this regard, the theoretical determinants of stress were verified by empirical research using a questionnaire. Topics to be addressed in this paper involve the analysis of people who suffer the negative effects of stress in the workplace. It particularly discusses the role of non-violent communication to reduce stress. Keywords: stress, communication, mobbing Introduction A place of business can be a stressful place, regardless of whether it brings profit, for life in the office, factory or school. Although a certain amount of stress can be good - to motivate employees and make them stronger, too much stress is bad for health. Skills of managers and leaders in communication with their employees and customers have become a key issue. The question is: Do managers know how to convey to others what they want and if what they really convey to others is what they intended to convey? Do you still use the same communication techniques as in the past, even though the environment has changed significantly? How much time must they themselves or their associates spend on solving problems that are a result of poor communication? How can communication lead to and reduced stress in the workplace? This paper examines the phenomenon of stress in concrete conditions. Communication systems in the enterprise cover planed networks of information with which individuals, work places and organizational units are linked. From a standpoint of content, the construction of systems of communication in a company involves the definition of carrier, content, types, routes and forms of communication, as well as means of communication and their connection in a rational, thought out, planned and methodically built network of information transfer. Communication is a two-way process of transmitting information but also feelings, attitudes and opinions. The information flows in one direction, and in the second, by ways of acknowledgment, appreciation, or resistance (expressed by verbal or nonverbal gestures), feelings or relationships between people are established. Communication is also an indicator of the involvement of individuals in the group, and the position of the individual in terms of belonging to a group. The man who only receives the information is in a different social position from a man who only broadcast information. Carriers (in group communication it is necessary to define a member of the group as the carrier of communication). Concerning the goals and objectives, organizational communication involves the exchange of information in a manner that will create a common understanding for all those involved in communications. Such communication often involves formal communication channels that are formally prescribed by management. Gossip groups, networks, and other forms of informal gatherings are often the medium for the transfer of various facts or distorted information. They often have a negative impact and pose a problem for management of an information system. Such information, whether a part of a formal or informal system of communication, can be both constructive and non-constructive. The consequences of such actions may cause stress in the workplace. Stress in the workplace is one of the biggest causes of occupational diseases and illnesses in Europe and the world and is also among the leading problems of the economy of developed countries. The maximum stress that is associated with a workplace situation is not having a job, i.e. being unemployed. It is almost inevitable to succumb to stress related to work; it is a phenomenon with which sooner or later every person meets regardless of occupation and workplace. Stress as a psychological condition occurs when an individual is confronted with some personally threatening events and situations witch, with respect to its abilities and external circumstances, he is unable to solve. The most common are an impossible request from a boss, unsolvable problems, disagreements and misunderstandings with colleagues, excessive workload and the like. People under stress are less capable of empathy; they become insensitive to the problems of others. Reduction of emotional intelligence at work leads to loss of customers and business partners, and falling profits. To prevent and relieve stress and its negative consequences various strategies and methods are used that can be divided into two main groups: individual methods of stress management (two are fundamental: the primary and the secondary cognitive appraisal) and organizational. Individual methods cover a range of activities undertaken by the manager that would increase resistance to stress and mental and physical readiness for work in stressful conditions. Typical symptoms of stress are increased heartbeat, shallow and rapid breathing, which can sometimes be difficult so a person feels "left out of breath" , headache, fatigue, various tics, nausea, stomach pain, sweating hands, poor circulation etc. The symptoms of a stressful situation are in themselves unpleasant, and also impede a person in its optimal activity at work and thus cause additional stress, which creates a well-known vicious circle. Therefore a special emphasis in this paper is devoted to interpersonal communication as a factor in stress reduction. Managers can neutralize the negative effects of stress when communicating accurately, timely and maintaining open formal channels of communication in all directions. Topic of study For the employed person stress is an everyday occurrence. So called stressors are all around us (stimuli that have a negative effect on us). Excessive mental and physical demands that our body reacts to are constantly placed in front of us. Stress cannot be avoided, because no one can live under a glass bell, not cooperating with anybody and living only for their desires. Employed people and those who are exposed to the destructive effect of stress would have to understand their own way of reacting to stress, and include conduct more effective than that which has led to stress in their repertoire of behavior. Every man carries in himself the solution but often does not recognize it. Managers do not realize that they are overworked, that they should take a moment to relax, that their body is giving them a sign that something is not working properly. They do not realize that many of their hardships, problems and maybe all the symptoms would disappear if they slowed the pace. Symptoms are varied: neurotic, somatoform, anxious-depressed, sometimes neurasthenic states and the chronic fatigue, insomnia and weakness of concentration. People under stress may feel more like an inflated balloon, which will burst at any moment. The concept of stress in the narrow sense means the reaction of the organism to the effects of outside stress. Seven out of ten people thought that their life is stressful, and entering the new millennium it seems that the pace is accelerating. People are sleeping poorly, they wake up disturbed, go to work tired, they get upset at work, return home irritated by traffic. Unlike our ancestors, whose stress was primarily physical in nature, stress of the 21st life is mostly mental and emotional. Stress caused by poor interpersonal relationships is covered by the concept of mobbing, which stands for the psychoterror in the workplace that employees inflict on their colleagues. Basically, most conflicts start for a reason, followed by intrigues, framing, degradation and isolation. Fearing for their position "wronged people" can develop the "burn out" syndrome, and chronic health problems. Stress which is too low and too high results in low efficiency. Low stress occurs in a situation of insufficient work load (boredom, indifference, lack of motivation, being absent). Too much stress is present when there is excessive work load (insomnia, irritability, more errors, etc.). At moderate loads, the performance is better (enough energy, concentration, high motivation). In this sense, in the previous section we covered the theoretical problem of stress, which is the foundation for empirical research using questionnaires. The aim of the study The aim of this study was to find out how many ALDI employees are under stress in the workplace and the effect stress has on employee behavior. Disagreements with colleagues, in the workplace and in general, are often the cause of stress. Hypothesis The organization of work, the working environment, and social relationships can significantly affect the psychological burden of employees. The individual and the immediate effects of these loads place a certain psychological demand on those who are exposed to them. Assuming the existence of stress in ALDI we should examine the influences that affect the employees in the working environment. The main hypothesis H0 If the arithmetic mean of the total sample is more than 2.5 the presence of stress in "ALDI" Split is possible Auxiliary hypotheses H1 - If the arithmetic mean is more than 2.5 the claim No.1 ''I have to quickly make important judgments and decisions'' comes up as true; H2 - If the arithmetic mean is more than 2.5 the claim No.3 ''I think I am paid less than I deserve'' comes up as true; H3 - If the arithmetic mean is more than 2.5 the claim No.4 ''No matter how diligently I work and try, in this system, it has no effect'' comes up as true; H4 - If the arithmetic mean is more than 2.5 the claim No.10 '' I function better when I am pushed by deadlines '' comes up as true. Research methodology A draft of the research plan was drawn up and includes the plan, structure and strategy of the research that has been designed to provide answers to research questions or problems, i.e. it is a procedural plan covering the entire research process, and consists of: operationalization of variables so that they can be measured, creation of a hypothesis, selection of the sample on which the measurement will be made, collecting of data that will be used as a basis for testing the hypotheses, and analysis of results. Sample variables The study had several independent variables such as sex of subjects, age, level of education and years of service. The questionnaire, which will be discussed later, represents dependent variables. All of these variables will, hereafter, be presented in tables and graphs, which will give further insight into the existing situation in ALDI (case study). The sample The study was conducted in the "ALDI" company on 32 employees. Sample structure is as follows:  Chart 1. Shows the structure of the surveyed employees according to gender Respondent's gendernumberpercentageFemale1444%Male1856%Tabe 1.  SHAPE \* MERGEFORMAT  Chart 2. Shows the structure of surveyed employees by educational attainment  SHAPE \* MERGEFORMAT  Chart 3. Shows the structure of surveyed employees by gender and years of employment Number of surveyed employees according to years of employmentMaleFemale1- 10 years91011- 20 years3421 30 years2131 40 years03 Table 2. 3.3. Research methods and instruments for data collecting The research method we used in "ALDI" company was a questionnaire with 10 statements that the respondents had to assess on the scale of 1 to 5, where grade 1 is complete disagreement, and grade 5 full agreement with the statement. The questionnaire was anonymous, and it had the research topic indicated, to avoid unwanted deflections in the responses. These were the 10 statements, on which the results of research were formed: Table 3. Display of the number of responses on questions from the Questionnaire No.STATEMENTCompletely disagree 1Mostly disagree 2 Not sure 3 Mostly agree 4 Completely agree 5 1I have to make important judgments and decisions quickly0651472Nobody consults me on problems that occur at work3137813I think I am paid less than I deserve11612124No matter how diligently I work and try, in this system, it has no effect3381265The communication with my colleagues at work is not very good10104626I have no confidence in my superiors 3149427My job load is too big for me2791048I have a feeling that others do not respect what I do3681059I get irritated quickly and I react sharply10866210I function better when I am pushed by deadlines4101053  Chart 4. The answers given per question Table 4. Weighted responses to the Questionnaire No.STATEMENTCompletely disagree 1Mostly disagree 2 Not sure 3 Mostly agree 4 Completely agree 5Arithmetic mean1I have to make important judgments and decisions quickly01215563523.62Nobody consults me on problems that occur at work3262132517.43I think I am paid less than I deserve1218486025.84No matter how diligently I work and try, in this system, it has no effect36244830 22.25The communication with my colleagues at work is not very good102012241015.26I have no confidence in my superiors 32827161016.87My job load is too big for me21427402020.68I have a feeling that others do not respect what I do31224402520.89I get irritated quickly and I react sharply101618241015.610I function better when I am pushed by deadlines42030201517.8Arithmetic mean3.914.821.628.843.520.5  SHAPE \* MERGEFORMAT  Chart 5. Weighted responses per question  SHAPE \* MERGEFORMAT  Chart 6. The arithmetic mean of responses per question 3.4. Data processing procedures The obtained results were processed using Excel from Microsoft Office. Corel Draw and Corel Photo Paint were used in drafting tables and graphics solutions, while the numerical values were obtained by calculating the arithmetic mean of the achieved results in relation to the number of respondents, or the number of statements in the questionnaire. Course of study The study was conducted in the ALDI Split company in May 2010. All respondents were in the workplace and kindly accepted the invitation and completed the questionnaire, which on average took some 25 minutes. Given that the questionnaire is anonymous, nobody expressed any concern towards the superior's response to the answers in the questionnaire. Results After the survey was completed and the results calculated, the only remaining thing was to analyze the results, shown in Table 4. As far as the analysis is concerned, we start from the set of hypotheses with which the empirical research began: The main hypothesis H0 If the arithmetic mean of the total sample is more than 2.5 stressful situations exist in the office of "ALDI" Split Auxiliary hypotheses H1 - If the arithmetic mean is more than 2.5 the claim No.1 ''I have to quickly make important judgments and decisions'' comes up as true; H2 - If the arithmetic mean is more than 2.5 the claim No.3 ''I think I am paid less than I deserve'' comes up as true; H3 - If the arithmetic mean is more than 2.5 the claim No.4 ''No matter how diligently I work and try, in this system, it has no effect'' comes up as true; H4 - If the arithmetic mean is more than 2.5 the claim No.10 '' I function better when I am pushed by deadlines '' comes up as true. The obtained results give the following statements: The main hypothesis H0 is confirmed - the overall arithmetic mean was 20.5 The auxiliary hypothesis H1 is confirmed - the arithmetic mean is 23.6 The auxiliary hypothesis H2 is confirmed - the arithmetic mean is 25.8 The auxiliary hypothesis H3 is confirmed - the arithmetic mean is 22.2 The auxiliary hypothesis H4 is confirmed - the arithmetic mean is 17.8 Communication as a factor of stress reduction The way we talk and the attention, mindfulness and the time we devote to listening will greatly affect the experience of communication as an activity that makes us more satisfied and enriched rather than adding to the stress caused by our way of life. A positive attitude, finding the good in life and looking at the cheerful side of things enhances the human ability to effectively cope with stress. The development of communication skills, cooperation, dealing with emotions, with prejudice, with diversity, with personal power and responsibility are important skills necessary for constructive dealing with stress. The effect of communication can be directed in a constructive way, but it can also be focused destructively on the expansion of destructive thoughts. Unfortunately, in the world in which we live we are often witnesses to the use of communicational influence in achieving the destructive thoughts. That is why we are often faced with the opinion "is it not dangerous to know these skills, and can they be abused?" 4.1. Characteristics of good communication The constructive impact of communication is very important in all aspects of life and without it it is very difficult, despite noble intentions and ideas, to fulfill your life, and the lives of others, with beauty, goodness, peace and expansion. Such communication is the one in which there has been a mutually beneficial exchange of information with mutual respect or mutual care. Constructive communication achieves the exact effects we wanted to achieve. It is a skill that is acquired and developed with awareness of our own style of communication and incorporation of new communication tools in our habits of communication. Communication between employees in the workplace often takes the form of teamwork and information sharing. In accordance with the research, good communication ensures that: each team member knows their responsibilities in terms of professional and managerial issues and who the team leader is, there are systems that facilitate collaboration and communication between team members, there are systems for monitoring, reviewing and improving the quality of teamwork, there is adequate support in the development of the team that has clear goals. Good communication between managers and employees is characterized by the following: providing necessary information to employees, shared decision making, assistance in management of self-protection (collaborative planning for behavioral change, routine check-ups and support), listening, surveying the employees about their concerns and preferences. 4.2. Nonviolent communication and stress Nonviolent communication helps to reshape the way in which we speak and hear others. The concept of nonviolent communication originated in the tradition of humanistic psychology of K. Rogers and follows positive psychology - the need to study healthy people and the positive in man. Our words are no longer automatic reactions and are becoming conscious responses which are firmly grounded in awareness and are guided by what we perceive, feel and want. Nonviolent communication directs us to a clear and honest expression, and paying of attention to others with respect and empathy. Nonviolent communication emphasizes careful listening to ourselves and others and thus encourages respect, attention, empathy and development of a mutual desire for giving from the heart. Using nonviolent communication we rehearse to focus our attention to where there is potential to get what we ask. Nonviolent communication is a specific way of dealing with others, it facilitates and simplifies the flow of communication that is essential for information sharing and peaceful settling of conflicts. In doing so, the focus is placed on the needs and feelings (which are common to all people) as well as the use of language that encourages the use of good intentions. It avoids the use of language that leads to rejection and unacceptance. Nonviolent communication is not a rhetorical strategy or a manipulative means to achieve goals. It reflects the attitude of respect, appreciation, attention and clear self-representation. The process of nonviolent communication can be easily represented by four components: 1. Specific actions that we perceive and that affect us; 2. How we feel about our observations; 3. Needs, values, desires, etc., which arouse our feelings; 4. Specific actions that we seek so we could enrich our lives. We can work further on this as individuals, collectives and as the society as a whole. Modern communication technologies are setting a new challenge in our personal and business communication. Internet, intranet, mobile phones, video conferencing, chat rooms; virtual discussion groups, and email communications provide communication 24 hours a day, 7 days a week. Geographically dispersed groups can communicate in real-time as virtual teams. Even though these technological capabilities are already highly present in our daily lives, ethics and etiquette in these situations are still being developed. As these channels of communication become more common, the education on characteristics, dynamics and ethical standards of such communication will be indispensable. 4.3. Recommendations for communicational ease of stress in the workplace Recommendations for communicational ease of stress in the workplace are: to recognize and know how to use different communication styles, to adapt our style of communication to the needs of our interlocutors and the culture of communication in the organization, to use successful communication and to overcome barriers in communication, to assess our current level of communication skills (development of which is the main priority of training) based on feedback from trainers and other participants, to use communication skills to express to listeners exactly what we want and think, to use the skills of giving and receiving feedback, to use persuasion skills in communication, to apply active listening skills, to use compression and summarizing skills, to use written communication in a timely manner, to design and present written reports, to present proposals to our superiors orally and in writing. Conclusion The primary purpose of this study was to verify the role of some relatively stable personality traits and ways of coping with specific stressful circumstances in explaining individual differences in condition indicators expressed by the employees in the questionnaire. The "ALDI" company needs to conclude that stress is a problem, and then decide how to take certain steps to resolve the issue: to assess what groups of employees are exposed to stress, to examine the stress levels and to analyze the key sources of stress. Then it needs to choose the strategy of coping with stress that is most appropriate for the company and its employees. Based on the final results, the overall arithmetic mean is greater than 2.5 (20.5), which means that stress is present in employees of "ALDI". It was especially expressed in the claim that employees were underpaid (arithmetic mean 8.25). Good interpersonal relationships, including those at the workplace, never occur randomly, but are always the result of mutual communication and respect. Good communication and group work leave space for new ideas and solutions to problems, because that way people share their experiences and knowledge. Message to Management is "keep the professionalism, but at the same time do not be cold to your colleagues, show a sincere interest in what they have to say and let them know you respect them as people". It is important to learn to control our emotional reactions and not show an open aversion to others. One should not forget the quality of group communication. Even though for many, this alludes to flattery and going with the grain, a good relationship with the boss can be based on completely different grounds. One should not be vengeful and should have compassion for others, because often a cold and strict mask hides vulnerable and unhappy people. The recession has affected the entire society, and the employees fear that this will be reflected in their earnings. They also agree with the assumption that they function better under pressure of deadlines (the arithmetic mean is 17.8), which means that such a working dynamic is relatively acceptable for employees, projected over a longer period of time. Stress is present in the fact that a quick and effective assessment of business moves is required from employees, for which they are not adequately paid, i.e. they claim that their earnings are not proportionate to the effort involved. This is a prerequisite for the successful implementation of new tasks and directly affects the fate of companies and employees. Literature M. Nadrljanski: Komunikologija i menad~ment, Redak, Split, 2010. D. `imunovi: Studij radne terapije, Zdravstveno veleu iliate, 2010.  HYPERLINK "http://www.plivazdravlje.hr/aktualno/clanak/" http://www.plivazdravlje.hr/aktualno/clanak/ ROSENBERG, Marshall B.: Nenasilna komunikacija: jezik ~ivota/ Marshall B. Rosenberg; s engleskog prevela Sonja Stani.- Osijek: Centar za mir, nenasilje i ljudska prava, 2006.- Prijevod djela: Nonviolent communication K. Rogers: Kako postati li nost, Nolit, Beograd, 1982.  Stres literally means impact. The circumstances that cause stress are called stressors.  Detailed: ROSENBERG, Marshall B. 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Rosenberg; translated from English by Sonja Stani.- Osijek: Centar za mir, nenasilje i ljudska prava, 2006.- Translation of the work: Nonviolent communication.- The founder of Nonviolent Communication is Dr. Marshall Rosenberg, he was developing this process for 35 years and is still being improved. Rosenberg is the founder of the Center for Nonviolent Communication.  K. Rogers: Kako postati li nost, Nolit, Beograd, 1982.  Prof. dr. sc. 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