1. Thomas Rhys Evans ab6443@coventry.ac.uk @ThomasRhysEvans
The Antecedents, Communication and Impact of Workplace Frustration: A Qualitative Perspective
Sophie Ward
@SophieMBPsS
Thomas Rhys Evans
@ThomasRhysEvans
Dr Gail Steptoe-Warren
@GailMSC

2. What is Workplace Frustration?
A result of ‘interference with goal attainment or maintenance that is caused by some stimulus condition within the organisation’ (Spector 1978)

3. Activity Spend a minute to think about and write down:
What often frustrates you at work?
How do you often communicate your frustration?

4. What are the Consequences of Workplace Frustration?
Counterproductive work behaviours (E.g. workplace violence, absenteeism, theft and fraud) (Spector, Fox and Domagalski 2006), aggression (Dollard et al. 1939) , low levels of performance and turnover (Spector 1978), …

5. Current Research/ Models
Research limited
Models simplistic – Focus on aggression/performance (E.g. Spector (1978) / Keenan and Newton’s (1984))
Outdated - Changes internal/external to organisations (E.g. technology/economy)
Methods of frustration communication and individual differences neglected

6. The Current Study
Aim:
To explore the qualitative experience of workplace frustration

7. Participants and Method
106 P’s, all 18 years+ and currently employed
Predominantly female (85), single (79), educated to 6th form (41) or UG degree level (40) with part-time work (59)
Online questionnaire – Example questions:
Please tell us a little more about the situation that caused this frustration
In what way did you show/feel this frustration?
Thematic Analysis

8. Results Causes Contractual Issues Work Demands Work Environment
Communication
Reactions (Communication & Impact)
Affective
Behavioural
Cognitive

9. Causes of Frustration at Work

10. Contractual Physical - Pay, job requirements, contract hours, HR
Psychological - Underappreciated, false promises
‘Unjustified cutting of contract hours when we were already struggling with staffing levels as it was.’ – 5277
‘Despite being assured that the structure for the time-bound task in question would be amended and that additional support would be provided, this was not followed through by management.’

11. ‘Unrealistic time frames to complete work.’ – 3573
Work Demands
Unrealistic expectations
Rules & regulations / Constant change
Training (Self/Other)
‘Unrealistic time frames to complete work.’ – 3573
‘We are constantly required to make changes to policies and procedures to meet their expectations, which is fine. However, we are unable to fully implement the changes because it involves various factors…’ – 3580

12. ‘The technology we use is not fit for purpose…’ - 3580
Work Environment
Interactions with others
Antisocial environment
Equipment
‘Her and a couple of other girls started to make rumours about me, and made my life hell at work.’
‘The technology we use is not fit for purpose…’

13. Communication Lack of communication Miscommunication
‘Line manager failed to communicate leading to confusion/ time wasting/ work completed in own time being redundant.’ – 3572
‘Through terribly ineffective communication… the job was awful to be a part of and caused intense frustration.’ – 3650

14. Reactions to Frustration at Work

15. Affective Aggressive (Action) Helpless (No action)
‘I became angry and avoided the person. I went to the office and closed the door so I could vent my frustration by talking loudly about the person…’ – 3593
‘Disappointment and helplessness. There was nothing I felt I could do…’ – 3601

16. ‘Shouting at the computer and hitting the keyboard…’ - 3619
Behavioural
Positive - Resolution focused
Negative - Bodily reaction, CWB, aggression (Verbal/ Physical)
‘Complained to the manager and asked for help. Had to take a few minutes break from work… but let the manager know how I was feeling.’ – 3595
‘Shouting at the computer and hitting the keyboard…’

17. Cognitive Withdrawal Control Professionalism and acceptance
‘I retreated into myself… I was just waiting until the time I could leave.’ – 3571
‘Rude customers are just part of working in a supermarket. You have to just learn to deal with it and move on and let it go.’

18. Discussion Workplace frustration An important ongoing issue
Has a variety of causes and consequences
Organisations, researchers and practitioners need to work towards
Eliminating/reducing causes
Raising awareness
Supporting employees

19. PhD commencing January 2016
‘A Mixed Methods Approach to Understanding Frustration within Organisations: A Focus on Frustration Communication’

20. Thomas Rhys Evans ab6443@coventry.ac.uk @ThomasRhysEvans
The Antecedents, Communication and Impact of Workplace Frustration: A Qualitative Perspective
Sophie Ward
@SophieMBPsS
Thomas Rhys Evans
@ThomasRhysEvans
Dr Gail Steptoe-Warren
@GailMSC