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Document ID (ISN)102886
CIS number 03-1989
ISBN(s) 92-2-115042-9
Year 2003
Convention or series no. ILO Sectoral Activities Working Paper No.WP.210
Author(s) Giga S.I., Hoel H.
Title Violence and stress at work in financial services
Bibliographic information ILO Publications, International Labour Office, 1211 Genève 22, Switzerland, 2003. 24p. 68 ref.
Internet access http://www.ilo.org/public/english/dialogue/sector/papers/service/wp210.pdf [in English]
Abstract 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.
Descriptors (primary) banking and insurance; violence; stress factors; ILO
Descriptors (secondary) 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
Document type E - Books, reports, proceedings
Country / State or ProvinceUnited Kingdom; ILO
Subject(s) Commerce, services, offices
Broad subject area(s) Stress, psychosocial factors
Browse category(ies) Mental stress and burnout
Globalization
Sexual harassment
Banking and financial services
Bullying and mobbing
Violence
Violence and terrorism