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

A lottery incentive system to facilitate dialogue and social support for workplace HIV counselling and testing: A qualitative inquiry

Despite South African mid-sized companies’ efforts to offer HIV counselling and testing (HCT) in the workplace, companies report relatively poor uptake rates. An urgent need for a range of different interventions aimed at increasing participation in workplace HCT has been identified. The aim of this study was to explore qualitatively the influence of a lottery incentive system (LIS) as an intervention to influence shop-floor workers’ workplace HIV testing behaviour. A qualitative study was conducted among 17 shop-floor workers via convenience sampling in two mid-sized South African automotive manufacturing companies in which an LIS for HCT was implemented. The in-depth interviews employed a semi-structured interview schedule and thematic analysis was used to analyse the data. The interviews revealed that the LIS created excitement in the companies and renewed employees’ personal interest in HCT. The excitement facilitated social interactions that resulted in a strong group cohesion pertaining to HCT that mitigated the burden of HIV stigma in the workplace. Open discussions allowed for the development of supportive social group pressure to seek HCT as a collective in anticipation of a reward. Lotteries were perceived as a supportive and innovative company approach to workplace HCT. The study identified important aspects for consideration by companies when using an LIS to enhance workplace HIV testing. The significance of inter- and intra-player dialogue in activating supportive social norms for HIV testing in collectivist African contexts was highlighted.Keywords: HCT, company, collectivist, group pressure, norm, South AfricaMalgre´ les efforts que font les petites et moyennes entreprises sud-africaines pour offrir le conseil et de´pistage volontaire du VIH (CDV) en milieu de travail, les entreprises font e´tat de taux de participation relativement bas. Un besoin urgent pour une gamme de diffe´rentes interventions visant a` accroıˆtre la participation au CDV en milieu de travail a e´te´ identifie´e. Le but de cette e´tude e´tait d’e´tudier qualitativement l’influence d’un syste`me d’incitation a` la loterie comme intervention pour influencer le comportement CDV des ouvriers en milieu de travail. Une e´tude qualitative a e´te´ mene´e aupre`s de 17 ouvriers choisis par e´chantillonnage de commodite´ dans 2 entreprises de fabrication automobile en Afrique du Sud. Dans ces 2 entreprises de taille moyenne, un syste`me d’incitation a` la loterie a e´te´ mis en oeuvre pour encourager le CDV en milieu de travail. Un guide d’interviews semistructure ´es a e´te´ employe´ pour mener des entretiens approfondis. L’analyse the´matique a e´te´ utilise´e pour analyser les donne´es. Les entrevues ont re´ve´le´ que les syste`mes d’incitation ont cre´e´ de l’excitation dans les entreprises et ont renouvele´ l’inte´reˆt personnel des employe´s pour le CDV. L’excitation a facilite´ des interactions sociales qui ont abouti a` une forte cohe´sion du groupe d’ouvriers concernant le CDV et atte´nuant ainsi la stigmatisation lie´e au VIH en milieu de travail. Des discussions ouvertes ont permis l’e´laboration de pression sociale de groupe en support a` la participation collective au CDV en pre´vision d’une re´compense. Les loteries ont e´te´ perc¸ues comme une approche soutenante et innovante de la part des entreprises pour le CDV en milieu de travail. L’e´tude a identifie´ des aspects importants a` prendre en compte par les entreprises lors de l’utilisation d’un syste`me d’incitation a` la loterie pour augmenter le taux de de´pistage VIH en milieu de travail. L’importance du dialogue inter- et intra-joueur dans l’activation de normes sociales favorables pour le de´pistage VIH dans les contextes collectivistesafricains a e´te´ souligne´e.Mots cle´s: CDV, entreprise, collectiviste, pression de groupe, norme, Afrique du Su

Prevalence patterns and predictors of alcohol use and abuse among secondary school students in southern KwaZulu-Natal, South Africa: demographic factors and the influence of parents and peers

Background: The prevalence and predictors of alcohol use and abuse among school students were investigated with the aim of gaining insight to guide prevention interventions.Method: A cross-sectional, self-administered survey pertaining to a one-month period was conducted among students in grades 11 and 12 in purposively selected schools with mixed-race groups. Frequencies and ÷2 analyses were conducted and forward stepwise, conditional entry logistic regression models were fitted to determine the significant demographicpredictors and influence of peers and parents on students’ alcohol use and binge drinking.Results: About 54% of students had used alcohol before, while 14.5% had had their first drink before the age of 13. In the relevant month, 41% used alcohol and 32% engaged in binge drinking. Students who were more likely to have used alcohol in the preceding month were older [odds ratio (OR) = 1.44, P = 0.006], male (OR = 2.1, P < 0.001), white (OR = 5.1,P < 0.001), had often seen their fathers drunk (OR = 1.9, P < 0.001) and had friends who frequently use alcohol (OR = 3.5, P < 0.001). Students who were more likely to report binge drinking in the preceding month were older (OR = 1.6, P < 0.001), male (OR = 2.4, P < 0.001), white (OR = 1.6, P = 0.048), had often seen their fathers (OR = 1.5, P = 0.001) and mothers (OR = 1.4, P = 0.05) drunk and had friends who frequently use alcohol (OR = 3.6, P < 0.001).Conclusion: The long-term consequences of hazardous drinking patterns initiated during adolescence may have negative effects on achievement in life, health and general well-being, and therefore these patterns are in need of urgent address. While older, white male students are at particular risk, the significant influence of peer and parental alcohol use is  highlighted and should be considered when developing prevention interventions in schools

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

Determinants of communication between partners about STD symptoms: implications for partner referral in South Africa

BackgroundSTDs as preventable diseases are a major public health problem in South Africa, both in terms of their effect on quality of life, their economic costs and the fact that STDs as co-factors drive the HIV epidemic. Their widespread occurrence and high prevalence rates are cause for concern. It is argued that the duration of infection increases the probability of harmful sequelae and STD transmission, including HIV, to others. The promotion of seeking health care for STD symptoms at an early stage and partner referral for STD treatment are important strategies in preventing STD transmission to others and re-infection of partners. The cost implications of contact tracing by healthcare workers has resulted in patients being encouraged to refer their partners for STD treatment. This has not always been effective, despite efforts to improve partner referral rates by improved “contact cards” (i.e. a card with a code representing the STD that the patient has been treated for to be given to sexual partners as a way to speed up treatment) and more accessible healthcare services. Other studies have found that the proportion of clients who present with contact cards at STD services ranged from about 2% to 39%, while the proportion of partners who were referred for treatment range from 16% to 30%. Mathews et al. argue that returning contact cards might not be a sensitive enough proxy indicator for partner referral rates.Partner referrals have been found to be seriously compromised by patients' causal explanations for STDs, as well as by the unequal power of the genders in sexual relationships, which impacts on the patients' ability to communicate about sexual matters. Patients often lack an understanding of the importance of referring their asymptomatic partners for treatment. Women's inability to discuss sexual issues due to their unequal status in sexual relationships might impact on partner referral behaviour. Men have been found to blame the STD on the “outside women” (sexual partners outside the primary relationship) and are therefore less likely to refer these partners. The conflict that could arise from informing a partner about an STD was viewed by men as a reason not to communicate about having a STD.While the ability to communicate about STDs with sexual partners is an essential prerequisite for referring them for medical treatment, little attention has been paid to understanding this process. This study is aimed at gaining some understanding of the determinants of communication between partners about STD symptoms. In this study, “talking with a partner about STD symptoms” before seeking medical treatment was viewed as an indication of the likelihood of future partner referral behaviour.Methods A randomly selected sample of 1 477 patients with STD symptoms was interviewed using a structured questionnaire. Logistic regression analysis was used to identify the determinants of talking to a partner about the present STD.ResultsIt was found that patients who had talked with their partner about their current STD symptoms were more likely to be female, be employed, have a tertiary level of education, have had only one sexual partner in the preceding six months, have used condoms, albeit inconsistently during the last six months, and to have thought about abstaining from sex while infected. Those who talked were also more likely to have good knowledge about the effects of STDs and the transmission of STDs in the absence of symptoms, had positive attitudes towards condoms and perceived social support for partner referral.ConclusionImproved partner referral through health education interventions needs to focus specifically on a subgroup of patients, e.g. men and the unemployed, and on the improvement of knowledge regarding the consequences of STDs and asymptomatic transmission. Social and partner support for partner referral and perceived self-efficacy in this regard should be encouraged and maintained. In the absence of skills and counselling services to manage the consequences of STD partner referral, this prevention strategy will remain vulnerable.For full text, click here:SA Fam Pract 2006;48(7):17-17

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