Professional Activities Of Employees Research Articles

THE PERSONAL CHARACTERISTICS OF SPECIALISTS OF THE CALL CENTER DUE TO OBJECTIVE AND SUBJECTIVE INDICATORS OF THE SUCCESSFULNESS OF THEIR PROFESSIONAL ACTIVITIES

The article presents the results of the theoretical analysis of the phenomena of a success and successfulness in psychology and the results of the empirical research of personal features of specialists of the Call center due to the successfulness of their professional activities. The introduction emphasizes the urgency to developing of reliable criteria for assessing the activities of specialist of the service sector and highlighted the complexity of this task. On the basis of literature review it is concluded that the phenomenon of success is revealed in relation to the objective achievement of the subject specific activities, and the phenomenon of successfulness reveal itself in reflection and the subjective experience of success, conditions and the possibility of its achievements. The study involved 80 employees of the company “MegaFon” working in office “contact centre operator”. Used the methods of questioning, testing, and mathematical statistics. As objective indicators of success of professional activity of employees were: 1) speed of service; 2) evaluation by experts; 3) assessment of the clients. The results of the study indicate the discrepancy of objective and subjective assessments of the successfulness of professional activity of specialists of the Call center, because of the different functions of these assessments. It is concluded that the process of assessment by the person of the results of their professional activity takes place in three-dimensional space with chronological, sphere-of-life’s and value axes. The psychological portraits of “objectively” and “subjectively successful” professionals are described.

ПСИХОЛОГИЧЕСКОЕ СОПРОВОЖДЕНИЕ СТУДЕНТОВ КАК ВАЖНОЕ УСЛОВИЕ ИХ ЗДОРОВЬЕСБЕРЕЖЕНИЯ

The article presents the results of work in the educational department of the Faculty of Higher Education in Chelyabinsk Institute of Railway Transport – the branch of the Ural State University of Railway Transport (CHIRT, USURT). The research was aimed to assess the psychological state of students of the Faculty of Higher Education and to develop pedagogical recommendations to improve their psychosomatic state. To assess the psychological status of the students of the Faculty of Higher Education (CHIRT, USURT) and to develop recommendations the methods of analyzing the requirements for the professional activities of employees and employees of JSC “Russian Railways”, observation and sociological survey of students were used. The results of the sociological survey conducted at Chelyabinsk Institute of Railway Transport in 2013-2016 allowed creating a socio-psychological portrait of a student. The recommendations aimed at eliminating the problems concerning students’ health were developed. Some of them are: to develop and implement an action plan for the organization of psychological support for the entire period of study at the university; to organize the annual psychological testing for freshmen; to improve the information environment of the university; to make adjustments to the tutor’s activity; to train the tutors and teaching staff in the sphere of psychological support provision; to correct complex integrated computer programs for sociological and psychological diagnostics; to consider the possibility for an additional position of a psychologist at the Faculty of Higher Education.

Анализ соответствия видов трудовой деятельности в сфере сервиса и бытового обслуживания населения стандартам профессионального образования

This article was prepared according to the results of the scientific research conducted at Russian State University of Tourism and Service in the framework of the research project «Development of the project sectoral qualifications framework in the field of public services». The need to develop sectoral qualification frameworks is due to the need of the strategy of learning throughout life in the light of technical, technological, economic and other changes in service in general and consumer services in particular. Detailed design of the project was preceded by an exploratory phase, which main objectives were: 1) the study of the content of the federal state educational standards of primary, higher and vocational education in relation to the area of service and consumer services by parameters such as the type and characteristics of the professional activity of graduates and professional competences; 2) identification of ways to achieve the appropriate level of qualification by type of employment in consumer services by major industry groups in services in accordance with the levels of the educational system (VPO, SPO, NPO).
 The results obtained by the authors at the research stage formed the basis of this article. The empirical base of the study was the educational standards of professional education, which can be used directly or indirectly for the analysis of the requirements for professional activities of employees in the service, especially public services. Particular attention is paid to appropriate content types of jobs in the service and consumer services, for which the requirements are set out in the drafts of improved federal state educational standards of higher education. The result of the study was the authors´ model of continued professional education in the field of services and consumer services.