The effectiveness of customer service training interventions – a systematic review of the literature

Abstract: Customer Service (CS) training interventions are viewed as a core requirement for frontline staff in the services industry. This study sought to identify the effectiveness of CS interventions to improve CS initiatives in the South African tourism, hospitality and retail industries. A search of the relevant literature was conducted using the Preferred Reporting Items for Systematic Reviews and Meta- Analysis (PRISMA) Guidelines. Peer-reviewed studies were identified using a comprehensive search strategy in four electronic databases namely Ebscohost, Jstor, Sciencedirect and GoogleScholar. Three overarching themes identified in CS training interventions were the shift from training to personal transformation or employee empowerment, behaviour modelling of CS behaviours by employees who had not attended the interventions, and the use of self-management techniques

Faktore wat verband hou met swart tienderjariges se gebruik van kontraseptiewes

Text in AfrikaansSummaries in English and AfrikaansIn an exploratory study variables influencing the intention to use contraceptives and contraceptive use of teenagers and the association between these variables were determined.A random quota sample consisting of 231 and 224 school boys and girls (14 - 18 years) were selected and the final investigating group were 315 sexually active teenagers. According to loglinear analyses the following variables showed a significant relationship with the intention to use contraceptives: attitudes towards the use of contraceptives, perceptions of accessibility and locus of control. Variables that showed a significant relationship with actual contraceptive use were gender, knowledge about reproduction and contraceptives, beliefs and attitudes towards the use of contraceptives, traditional values such as proving fertility before marriage and family size, perceptions of social approval of contraceptive use as well as perceptions of accessibility to contraceptives. An important conclusion was that an urgent need exists for effective sex education programmes and better access to contraceptives.In 'n verkennende veldstudie is faktore wat verband hou met swart tienderjariges se intensie om kontraseptiewes te gebruik en werklike kontraseptiewe gebruik ge'identifiseer en die verhoudings tussen die faktore is bepaal. 'n Ewekansige kwotasteekproef van 231 en 224 plattelandse skoolseuns en meisies ( 14 - 18 jaar) is betrek en die finale ondersoekgroep was 315 seksueel aktiewe tienderjariges. Volgens logitmodelontledings het die volgende veranderlikes 'n beduidende verband getoon met die intensie om van kontraseptiewes gebruik te maak: houding teenoor die gebruik van kontraseptiewes, persepsies van toeganklikheid tot kontraseptiewes en lokus van beheer. Veranderlikes wat 'n beduidende verband getoon het met werklike kontraseptiewe gebruik was geslag, kennis oor menslike reproduksie en kontraseptiewes, menings en houdings oor die gebruik daarvan, tradisionele waardeor'ientasies soos die bewys van fertiliteit voor die huwelik en gesinsgrootte, persepsies van sosiale ondersteuning vir kontraseptiewe gebruik asook persepsies van toeganklikheid tot kontraseptiewes. 'n Belangrike gevolgtrekking was dat daar 'n dringende behoefte bestaan na effektiewe seksuele voorligtingsprogramme en grater toeganklikheid tot kontraseptiewes.PsychologyM.A.(Psychology

HIV and AIDS : perceived impact and responses of companies in the South African automotive manufacturing sector.

Thesis (M.A.)-University of KwaZulu-Natal, Durban, 2013.HIV and AIDS might not necessarily be considered by South African companies to be the primary health condition impacting on their production costs and influence related interventions. The aim of this study was to gain a better understanding of automotive companies' perceptions regarding the health conditions that impact on their productions costs and their related workplace interventions. A cross sectional, electronic survey was conducted amongst 167 companies from the automotive manufacturing sector in South Africa, using stratified random sampling from a representative South African database. The realized sample comprised 74 companies. Descriptive statistics and non-parametric tests were conducted to investigate the perceived health influencing factors impacting production costs, the monitoring thereof, extent of containment, interventions implemented as well as perceived success of workplace interventions to address company health challenges in terms of company size (small, medium and large organisations) and ownership (multinational versus national). The health factors perceived to have a moderate to large impact are HIV/AIDS, smoking, alcohol use, stress, back/neck ache and tuberculosis. These are reported to be better monitored and managed by medium and large organisations. Small organisations reported a smaller impact, fewer efforts and less success. Large organisations have HIV/AIDS interventions while those with wellness programmes seemed better able to monitor and manage health issues. Smaller organisations were not convinced of the benefits of interventions in addressing health challenges. As the impacting health conditions seemed linked, comprehensive and integrated wellness programmes in health supportive environments are required to address the health issues and ensure organisation competitiveness. Evidence for the effectiveness of workplace wellness programmes in South African is limited and calls for the evaluation of interventions as a priority

Health challenges in South African automotive companies: Wellness in the workplace

Orientation: In South Africa, workplace programmes in the automotive industry focus predominantly on occupational health and safety and HIV and AIDS. The implementation of focused workplace interventions might be hampered when companies are not convinced that the condition (i.e. HIV and AIDS) is the main negative health influencing factor responsible for increased production costs. Research purpose: The study investigated the health influencing conditions perceived to negatively impact company production costs and related interventions. Motivation for the study: Apart from HIV and AIDS, little information is available about the health challenges in the South African workplace and focused HIV and AIDS programmes might only partly respond to the key health challenges of workplaces. The inter-relatedness of various risky lifestyle factors linked to health conditions necessitates a comprehensive health promotion approach. Research approach, design and method: A cross-sectional survey was conducted amongst 74 companies selected through stratified random sampling. Non-parametric tests were conducted to investigate the health influencing factors perceived to impact production costs, the monitoring thereof, extent of containment and the implementation of interventions in terms of company size and ownership. Main findings: The health factors perceived to have a moderate to large impact were HIV and AIDS, smoking, alcohol use, stress, back and neck ache and tuberculosis, also reported to be better monitored and managed by medium and large organisations. Small organisations reported a smaller impact, fewer efforts and less success. HIV and AIDS programmes were more evident in large companies and those with wellness programmes (52%). Workplace programmes enabled better monitoring and managing of impacting health conditions. Smaller organisations were not convinced of the benefits of interventions in addressing health challenges. Practical/managerial implications: As the impacting health conditions seemed linked, comprehensive and integrated wellness programmes are required to address the health issues and ensure organisations’ competitiveness. Contribution: The results contribute to a better understanding of the perceived salient health influencing factors that impact on production costs. Data support the inter-relationships between the identified health concerns and call for more holistic wellness programmes

Understanding older peoples’ chronic disease self-management practices and challenges in the context of grandchildren caregiving: A qualitative study in rural KwaZulu-Natal, South Africa.

While chronic diseases are amongst the major health burdens of older South Africans, the responsibilities of caring for grandchildren, by mostly grandmothers, may further affect older people’s health and well-being. There is a paucity of information about chronic disease self-management for older people in the context of grandchildren caregiving in sub-Saharan Africa. Guided by the Self-Management Framework, the purpose of this qualitative methods study was to explore the chronic disease self-management practices and challenges of grandparent caregivers in rural KwaZulu-Natal, South Africa. Eighteen repeat in-depth interviews were carried out with six grandparent caregivers aged 56 to 80 years over 12 months. Thematic analysis was conducted based on the Self-Management Framework. Pathways into self-management of chronic illnesses were identified: living with a chronic illness, focusing on illness needs, and activating resources. Self-perceptions of caregiving dictated that grandmothers, as women, have the responsibility of caring for grandchildren when they themselves needed care, lived in poverty, and with chronic illnesses that require self-management. However, despite the hardship, the gendered role of caring for grandchildren brought meaning to the grandmothers’ lives and supported self-management due to the reciprocal relationship with grandchildren, although chronic illness self-management was complicated where relationships between grandmothers and grandchildren were estranged. The study findings demonstrate that grandchildren caregiving and self-management of chronic conditions are inextricably linked. Optimal self-management of chronic diseases must be seen within a larger context that simultaneously addresses chronic diseases, while paying attention to the intersection of socio-cultural factors with self-management

The role of health and advocacy organisations in assisting female sex workers to gain access to health care in South Africa

Abstract Background Globally, female sex workers (FSWs) are considered a key population group due to the high HIV prevalence. Studies show that there are various factors in some contexts that render FSWs marginalised, which limits their access to sexual reproductive health (SRH) services. Access to SRH services are particularly challenging in countries where sex work is criminalised such as is the case in South Africa. Evidently, there are alternative ways in which FSWs in this context receive non-stigmatising SRH care through non-governmental organisations. The aim of this study was to understand the functioning of these non-governmental health care services as well as to document the experiences of FSWs utilising these services. Methods Eleven focus group discussions were held with 91 FSWs. In addition, 21 in-depth individual interviews with researchers, stakeholders and FSWs were conducted. Interview guides were utilised for data collection. Informed consent was obtained from all participants. Data were analysed thematically. Results The FSWs expressed challenges related to SRH care access at public health facilities. The majority felt that they could not consult for SRH-related services because of stigma. The non-governmental health and advocacy organisations providing SRH services to FSWs through their mobile facilities utilising the peer approach, have done so in a way that promotes trust between FSWs and mobile health care providers. FSWs have access to tailored services, prevention materials as well as health information. This has resulted in the normalising of HIV testing as well as SRH seeking behaviours. Conclusion This study has established that health and advocacy organisations have attempted to fill the gap in responding to SRH care needs of FSWs amidst intersecting vulnerabilities. FSWs’ engagement with these organisations has encouraged their willingness to test for HIV. However, it is important to note that these organisations operate in urban areas, thus FSWs operating outside these areas are most likely exposed to compounding health risks and lack access to tailored services

A qualitative investigation of facilitators and barriers to DREAMS uptake among adolescents with grandparent caregivers in rural KwaZulu-Natal, South Africa

Adolescents with grandparent caregivers have experienced challenges including the death of one or both parents due to HIV in sub-Saharan Africa. They may be left out of existing HIV prevention interventions targeting parents and children. We investigated the facilitators and barriers to DREAMS (Determined, Resilient, Empowered, AIDS-free, Mentored and Safe) programme uptake among adolescents with grandparent caregivers across different levels of the socio-ecological model in rural South Africa. Data were collected in three phases (October 2017 to September 2018). Adolescents (13–19 years old) and their grandparent caregivers (≥50 years old) (n = 12) contributed to repeat in-depth interviews to share their perceptions and experiences regarding adolescents’ participation in DREAMS. Data were triangulated using key informant interviews with DREAMS intervention facilitators (n = 2) to give insights into their experiences of delivering DREAMS interventions. Written informed consent or child assent was obtained from all individuals before participation. All data were collected in isiZulu and audio-recorded, transcribed verbatim and translated into English. Thematic and dyadic analysis approaches were conducted guided by the socio-ecological model. Participation in DREAMS was most effective when DREAMS messaging reinforced existing norms around sex and sexuality and when the interventions improved care relationships between the adolescents and their older caregivers. DREAMS was less acceptable when it deviated from the norms, raised SRH information that conflicts with abstinence and virginity, and when youth empowerment was perceived as a potential threat to intergenerational power dynamics. While DREAMS was able to engage these complex families, there were failures, about factors uniquely critical to these families, such as in engaging children and carers with disabilities and failure to include adolescent boys in some interventions. There is a need to adapt HIV prevention interventions to tackle care relationships specific to adolescent-grandparent caregiver communication

Advanced Colloids Experiment (ACE) Science Overview

The Advanced Colloids Experiment is being conducted on the International Space Station (ISS) using the Light Microscopy Module (LMM) in the Fluids Integrated Rack (FIR). Work to date will be discussed and future plans and opportunities will be highlighted. The LMM is a microscope facility designed to allow scientists to process, manipulate, and characterize colloidal samples in micro-gravity where the absence of gravitational settling and particle jamming enables scientists to study such things as:a.The role that disordered and ordered-packing of spheres play in the phase diagram and equation of state of hard sphere systems,b.crystal nucleation and growth, growth instabilities, and the glass transition, c.gelation and phase separation of colloid polymer mixtures,d.crystallization of colloidal binary alloys,e.competition between crystallization and phase separation,f.effects of anisotropy and specific interactions on packing, aggregation, frustration and crystallization,g.effects of specific reversible and irreversible interactions mediated in the first case by hybridization of complementary DNA strands attached to separate colloidal particles,h.Lock and key interactions between colloids with dimples and spheres which match the size and shape of the dimples,i.finding the phase diagrams of isotropic and interacting particles,j.new techniques for complex self-assembly including scenarios for self-replication, k.critical Casimir forces,l.biology (real and model systems) in microgravity,m.etc. By adding additional microscopy capabilities to the existing LMM, NASA will increase the tools available for scientists that fly experiments on the ISS enabling scientists to observe directly what is happening at the particle level. Presently, theories are needed to bridge the gap between what is being observed (at a macroscopic level when photographing samples) with what is happening at a particle (or microscopic) level. What is happening at a microscopic level will be directly accessible with the availability of the Light Microscopy Module (LMM) on ISS. To meet these goals, the ACE experiment is being built-up in stages, with the availability of confocal microscopy being the ultimate objective. Supported by NASAs Physical Sciences Research Program, ESAESTEC, and the authors respective governments