Applied Business Psychology

Introduction:

For this essay I will be interviewing a full time paid individual. The assay will include analysis of the challenging/difficult work and none work roles and analyse they thoughts, feelings and behaviour using the personality, stress and emotion theory. The essay will establish my outcomes of my learning from the analysis of their experience.

The contributor I will be interviewing is Mrs Farah Bhoja; she works for a GP surgery as a practise manager in South West London area. She has been working for the surgery now for 10 years and has been acting as practise manager for the last 5 years. She started off as a receptionist and worked her way up to being an admin secretary then to assistant manager and now to practise manager.

An Analysis of her work roles

Farah Bhoja has been working at the surgery now since 1999. When she started off her job roles included dealing with the public, answering calls, doing prescriptions, making sure that the doctor’s rooms were clean before the next clinic. However, she then became the admin secretary where she was not dealing with the public much. It included more of typing out referral letters, taking calls for the doctors, ordering equipment for the surgery. After 4 years of being an admin secretary she was offered the position of being the assistant manager which she took up. She was the assistant manager for 2 years and now has become the practise manager.

Mrs Bhoja said that as a practise manager her job role included; dealing with patients, handling complaints, making sure that the partners of the surgery filled out insurance papers/ general practitioners reports that the doctors would need to fill out, making sure that the schedule and rota is set for doctors, training new members of staff, dealing with patient queries, set meeting every week with the partners of the surgery and covering staff when they are away, arranging meetings with doctors for reps.

I began my questions asking Mrs Bhoja the level of stress or difficulties she feels in her work environment and those questions are in detailed with answers of Mrs Bhoja as followed.

When Mrs Bhoja was asked whether or not she feels that her work life interferes with her personal life in terms of the difficulties she goes through, since she has become the practise manager she reply’s “yes, it does to a large extent because of the amount of hours worked and pressure of getting the work done. At times I have to stay at work till late to get the work done. As the practise manager I have the responsibility of making sure everything is done on time.”

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Her thoughts, feelings whilst answering the question were frustration with the workers and the bosses with giving her more work when they don’t understand how much work we already have. Her behaviour in regards to this situation is getting upset with co-workers who don’t do their jobs, so she does not have enough time to do her job. In result she gets angry with irate customers who don’t realize she is only trying to help. Therefore she gets worried about uncertain future.  

With all these emotions, most people don't think they have anything to do with how they are ...

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