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Selbstwertmanagement

Selbstwertmanagement

Brand
Springer Nature
Manufacturer
N/A
Part Number
0
GTIN
9783834932181
Condition
New
Product Description

Mitarbeiter im Dienstleistungsbereich sind immer wieder verbalen oder sogar physischen Angriffen seitens der Kunden ausgesetzt. Auf der Basis einer Studie bei Mitarbeitern eines Brgeramtes zeigt Silke Surma auf, dass kritische Kunden-Mitarbeiter-Interaktionen kein individuelles Problem einzelner Mitarbeiter darstellen. Angriffe auf die Person des Mitarbeiters vollziehen sich im Rahmen ihrer Arbeitsttigkeit und stellen folglich Belastungsfaktoren der Arbeitsttigkeit dar. Die Autorin liefert Ansatzpunkte fr die Praxis, die sowohl prventive Manahmen als auch die Implementierung entsprechender Bewltigungsstrukturen umfassen.

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