Work-related stress arises when the demands of the work environment exceed a worker’s ability to cope with or control those demands. Prolonged and intense stress can result in significant risks to both psychological and physical wellbeing, including:
- Headaches
- Sleep disorders
- Chronic fatigue
- Musculoskeletal injuries
- Psychological issues (e.g., poor concentration, anxiety, depression, substance dependency)
Organisational Risk Factors for Work-Related Stress:
Key workplace factors that contribute to stress include:
- Unclear job roles: Lack of clarity in position descriptions or expectations.
- Insufficient support: Inadequate information, training, or guidance to handle job pressures.
- Poor management: Lack of leadership or unsupportive management practices.
- Unrealistic demands: Excessive workloads or unreasonable performance targets (e.g., sales or deadlines).
- Excessive monitoring: Overly strict performance monitoring.
- Monotonous work: Repetitive or uninspiring job tasks.
- Limited growth: Lack of opportunities for professional development.
- Isolation: Lack of interaction with peers.
- Exclusion from decision-making: Not being involved in decisions that affect work activities.
- Limited control: Little to no control over how work is performed.
Individual Risk Factors for Work-Related Stress:
Personal factors that may contribute to stress include:
- Individual response: Workers’ ability to manage pressure varies.
- Psychological condition: Pre-existing mental health conditions not related to work.
- Personal life: External circumstances impacting psychological wellbeing.
- Exposure to aggression: Dealing with aggressive clients, colleagues, or experiencing bullying.
Potential Control Measures:
To manage and reduce the risk of work-related stress, consider the following control measures:
1. Design Work Activities to Reduce Stress:
- Provide variation and flexibility in tasks to improve job satisfaction, motivation, and morale.
- Create opportunities for growth and development.
- Promote peer interaction and support to foster a positive work environment.
- Increase worker control over their tasks and responsibilities.
2. Create a Supportive Work Environment:
- Ensure management provides support and open communication.
- Set clear, realistic performance targets and avoid excessive work demands.
- Implement fair and transparent performance monitoring processes, developed in consultation with workers.
3. Develop Clear Procedures for Client Interaction (Call Centres/Sales):
- Establish procedures for call transfers and dealing with difficult clients.
- Provide ‘timeout’ periods and debriefing sessions after difficult interactions to help workers manage stress.
- Encourage incident reporting to ensure issues are addressed.
4. Provide Stress Management Training:
- Offer information, instruction, and training on stress management skills to help workers cope with operational demands.
Training Modules Should Include:
- Effective communication with clients and colleagues.
- Managing difficult behaviours from clients or coworkers.
- Techniques to defuse stressful situations.
- Handling negative reactions due to changes in business policies.
5. Maintain a Safe and Comfortable Work Environment:
- Ensure adequate workplace amenities (e.g., rest areas, kitchens).
- Consider security measures, particularly for workers who arrive or leave outside standard business hours.
Management’s Role:
Management must regularly review and implement these control measures to:
- Eliminate the risk of work-related stress where reasonably practicable.
- Reduce the risk to the lowest possible level if elimination is not feasible.
By applying these controls, workplaces can create a healthier environment and minimise the psychological and physical risks associated with work-related stress.