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Managing Call Centres: A Study of Management Practices, Work and Outcomes. The study offers three types of benefits. First, improvements in management practice. By highlighting variations in management practice and its effects, training materials will be developed to improve call centre management capability. Second, we aim to fill a gap that currently exists in developing employee skills in managing emotions at work. This will reduce job burnout and labour turnover and help to maintain the indu ....Managing Call Centres: A Study of Management Practices, Work and Outcomes. The study offers three types of benefits. First, improvements in management practice. By highlighting variations in management practice and its effects, training materials will be developed to improve call centre management capability. Second, we aim to fill a gap that currently exists in developing employee skills in managing emotions at work. This will reduce job burnout and labour turnover and help to maintain the industry's international competitiveness which is threatened by offshore competition. Third, government policy making will be better informed by highlighting the impact of current institutional arrangements on employment relations and performance.Read moreRead less
Developing and testing a best practice model of enterprise bargaining in the retail sector. Recently, the Australian labour market has seen a decrease in the manufacturing sector and an increase in the retail sector. The SDA with over 230,000 members is the largest trade and industrial union in Australia. It negotiates EB Agreements on behalf of employees. This research will assess improved job satisfaction and job conditions - a key EB goal, which will have tangible benefits in reducing turnove ....Developing and testing a best practice model of enterprise bargaining in the retail sector. Recently, the Australian labour market has seen a decrease in the manufacturing sector and an increase in the retail sector. The SDA with over 230,000 members is the largest trade and industrial union in Australia. It negotiates EB Agreements on behalf of employees. This research will assess improved job satisfaction and job conditions - a key EB goal, which will have tangible benefits in reducing turnover of retail sector employees, recognised as a major problem for employers. This research will enhance effectiveness for unions and employers in the implementation of agreements commensurate with the needs of employees, the findings of which will have broad applicability across Australian industryRead moreRead less
Aged care in crisis? The effects of work organisation on nurse, resident and organisational outcomes. Given the rapidly ageing Australian population and critical nurse retention issues in aged care, this program of research will have significant national benefit. First, assessing the interactive effects of work stressors and high performance work practices on employee strain and turnover will be particularly important in terms of developing strategies for employee retention. Second, by examining ....Aged care in crisis? The effects of work organisation on nurse, resident and organisational outcomes. Given the rapidly ageing Australian population and critical nurse retention issues in aged care, this program of research will have significant national benefit. First, assessing the interactive effects of work stressors and high performance work practices on employee strain and turnover will be particularly important in terms of developing strategies for employee retention. Second, by examining across time the links between work stressors and high performance work practices on one hand and resident outcomes on the other, the research will have important implications for ensuring older people receive quality care and live with dignity in Aged care. Read moreRead less
Competent but Less Likeable: Social Stereotypes and Strategic Choices in Negotiation. Women may be disadvantaged by the greater opportunities for negotiating employment conditions that Work Choices provides. Relative to their male peers, women receive lower starting salaries and smaller increases. This is costly for women, who leave the workforce with less financial security. The gender gap is also costly for organisations, who face increased dissatisfaction and turnover. Woman can improve the ....Competent but Less Likeable: Social Stereotypes and Strategic Choices in Negotiation. Women may be disadvantaged by the greater opportunities for negotiating employment conditions that Work Choices provides. Relative to their male peers, women receive lower starting salaries and smaller increases. This is costly for women, who leave the workforce with less financial security. The gender gap is also costly for organisations, who face increased dissatisfaction and turnover. Woman can improve their outcomes through negotiation, but the assertive tactics that improve their economic outcomes are likely to generate social reprisals in the workplace. This project will benefit employers and employees alike, by identifying strategies that assist women to improve their economic outcomes while buffering them from social reprisals.Read moreRead less
The Dynamics of Trust in Negotiation: Implications for Strategy and Outcomes. Despite the benefits of cooperation, negotiators frequently choose competitive strategies. This reduces their ability to build enduring solutions that meet both negotiators' needs. In this project, we investigate the role of trust in fostering cooperation. Although trust is a pre-requisite for cooperation, negotiation research is yet to systematically explore how trust is built, sustained and violated. We test h ....The Dynamics of Trust in Negotiation: Implications for Strategy and Outcomes. Despite the benefits of cooperation, negotiators frequently choose competitive strategies. This reduces their ability to build enduring solutions that meet both negotiators' needs. In this project, we investigate the role of trust in fostering cooperation. Although trust is a pre-requisite for cooperation, negotiation research is yet to systematically explore how trust is built, sustained and violated. We test how first impressions establish trust and how patterns of communication sustain trust. We also test how salient events punctuate negotiations and alter trust. Our goal is to identify those processes that facilitate trust and cooperation in negotiation.Read moreRead less
Rudeness, social undermining and interpersonal mistreatment in the workplace. Workers who are mistreated by colleagues, be it thoughtless rudesness or more intentional undermining, are more likely than others to leave their job, suffer from poor emotional and physical health, and engage in increasingly aggressive retalitory actions. By providing greater understanding of the contributing factors and processes involved, this project will inform the development of interventions to reduce these coun ....Rudeness, social undermining and interpersonal mistreatment in the workplace. Workers who are mistreated by colleagues, be it thoughtless rudesness or more intentional undermining, are more likely than others to leave their job, suffer from poor emotional and physical health, and engage in increasingly aggressive retalitory actions. By providing greater understanding of the contributing factors and processes involved, this project will inform the development of interventions to reduce these counterproductive behaviours and their harmful effects. Providing a unique opportunity for widespread documentation of the incidence and nature of interpersonal mistreatment across Australia, New Zealand and Asia, the research will identify types of people or workplaces that are at high risk of being targeted.Read moreRead less
A Relational Model of Strategic Choice in Negotiation. Poorly managed negotiations have negative consequences for both individuals and organisations. They create negative emotions, damage relationships, and may require costly and time-consuming third-party interventions. An important, yet neglected, aspect of negotiations is the underlying relationship between the parties. In this project, we examine how risks to the underlying relationship, specifically, perceived trustworthiness or its lack, ....A Relational Model of Strategic Choice in Negotiation. Poorly managed negotiations have negative consequences for both individuals and organisations. They create negative emotions, damage relationships, and may require costly and time-consuming third-party interventions. An important, yet neglected, aspect of negotiations is the underlying relationship between the parties. In this project, we examine how risks to the underlying relationship, specifically, perceived trustworthiness or its lack, affect negotiators' strategy choices. Each of the risks that we identify can be offset by selecting appropriate strategies. We develop and test a model that helps negotiators identify these risks and make strategic choices that protect their interests without damaging the relationship. Read moreRead less
Understanding employee-employer relationships during bridge employment: A psychological contract perspective. Bridge employment (paid employment after retirement from a career job) has several advantages for the individual (financial benefits, feeling of social connectedness, sense of accomplishment), employing organisations (access to experienced and skilled workers), and the government (lower burden on pension and benefits schemes). The proposed research will study the employee-employer relati ....Understanding employee-employer relationships during bridge employment: A psychological contract perspective. Bridge employment (paid employment after retirement from a career job) has several advantages for the individual (financial benefits, feeling of social connectedness, sense of accomplishment), employing organisations (access to experienced and skilled workers), and the government (lower burden on pension and benefits schemes). The proposed research will study the employee-employer relationship in bridge employment, with a focus on their perceptions of mutual obligationsin form of the psychological contract. An understanding of the psychological contract will make it more likely that the employment relationship fulfils the needs of the employees and employers and leads to a more successful bridge employment relationship.Read moreRead less
The two faces of leadership: Constructive and destructive leadership and their consequences for employees. This proposal is designed to strengthen Australia’s social and economic fabric by enhancing understanding of the impact of both constructive and destructive leadership on follower and organisational outcomes. This research enables us to identify ways in which organisations can reduce tangible (e.g., low production levels, reduced performance) and intangible losses (e.g., reduced psychologic ....The two faces of leadership: Constructive and destructive leadership and their consequences for employees. This proposal is designed to strengthen Australia’s social and economic fabric by enhancing understanding of the impact of both constructive and destructive leadership on follower and organisational outcomes. This research enables us to identify ways in which organisations can reduce tangible (e.g., low production levels, reduced performance) and intangible losses (e.g., reduced psychological health), which have wider societal implications. Our focus on developing a training program to build constructive leadership and minimise destructive leadership is a key strategy designed to promote a healthier and more productive work environment.Read moreRead less
The high cost of bad bosses: Reactions of employees, co-workers, and employees' partners to abusive supervision. Abusive supervision has serious consequences for individuals and organisations. It is detrimental to employee well-being, reduces productivity, and may even result in litigation. We examine the negative effects of abusive supervision not only on employees but also on those around them: their co-workers and families. Our proposed intervention is a major step towards empowering employee ....The high cost of bad bosses: Reactions of employees, co-workers, and employees' partners to abusive supervision. Abusive supervision has serious consequences for individuals and organisations. It is detrimental to employee well-being, reduces productivity, and may even result in litigation. We examine the negative effects of abusive supervision not only on employees but also on those around them: their co-workers and families. Our proposed intervention is a major step towards empowering employees to effectively manage the aftermath of supervisory mistreatment. The outcomes of this research will demonstrate the need for organisations and governmental agencies to invest more resources in the prevention of these harmful supervisory practices.Read moreRead less