|Document ID (ISN)||102886|
|Convention or series no.
||ILO Sectoral Activities Working Paper No.WP.210
||Giga S.I., Hoel H.
||Violence and stress at work in financial services
||ILO Publications, International Labour Office, 1211 Genève 22, Switzerland, 2003. 24p. 68 ref.
||http://www.ilo.org/public/english/dialogue/sector/papers/service/wp210.pdf [in English]
||Mergers and acquisitions, globalization, technological developments and related restructuring have introduced major changes in the way work is organized and done over the last few decades. The resulting modernization has led to the development of a number of concerns for workers in financial services, such as increasing time pressures, excessive work demands, role conflict, ergonomic insufficiencies, problematic customer relations and an increase in reported cases of violence and stress. This report reviews the literature on the prevalence, causes, consequences and prevention of violence and stress from a financial sector perspective. Contents: sector-specific environment as originator of violence and stress at work; scope of violence and stress in the financial services and its impact the sector and its workforce; information collection and reporting on violence and stress; illustrative cases of violence and stress in the sector; prevention, reduction, management and coping strategies.
||banking and insurance; violence; stress factors; ILO
||literature survey; human relations; work organization; report; bullying; plant safety and health organization; mental workload; call centres; human behaviour; conditions of work; role of workers' organizations; sexual harassment
||E - Books, reports, proceedings
|Country / State or Province||United Kingdom; ILO|
||Commerce, services, offices
|Broad subject area(s)
||Stress, psychosocial factors
||Banking and financial services
Mental stress and burnout
Violence and terrorism
Bullying and mobbing