Voices from higher up the ladder:Exploring the team leader role in call centres

This paper focuses on an under-researched employee category in the call centre literature-the team leader. The paper, drawing on data from nine Australian call centres, finds that the team leader role is integral to the effectiveness of call centres, yet it is a role that consists of considerable complexity and contradictions. The research demonstrates the critical role performed by team leaders: coach, mentor, trainer, performance evaluator, communicator and supervisor. It also shows team leaders as being far more positive about many of the features of the call centre work environment compared with those on the front line. However, there does appear to be a need for greater acknowledgement of their challenging role, the contradictions that are inherent in the job and the need, in many cases, for increased support being made available to assist. © 2013 John Wiley & Sons Ltd.

The Oxford Handbook of Conflict Management in Organizations

New ways of managing conflict are increasingly important features of work and employment in organizations. In the book the world's leading scholars in the field examine a range of innovative alternative dispute resolution (ADR) practices, drawing on international research and scholarship and covering both case studies of major exemplars and developments in countries in different parts of the global economy. Developments in the management of individual and collective conflict at work are addressed, as are innovations in both unionized and non-union organizations and in the private and public sectors.

New practices for managing conflict in organizations are set in the context of trends in workplace conflict and perspectives on how conflict should be understood and addressed. Part 1 examines the changing context of conflict management by addressing the main frameworks for understanding conflict management, the trend in conflict at work, developments in employment rights, and the influence of HRM on conflict management. Part 2 covers the main approaches to conflict management in organizations, addressing both conventional and alternative approaches to conflict resolution. Conventional grievance handling and third-party processes in conflict resolution are examined as well as the main ADR practices, including conflict management in non-union firms, the role of the organizational ombudsman, mediation, interest-based bargaining, line and supervisory management, and the concept of conflict management systems. Part 3 presents case studies of exemplars and innovators in the field, covering mediation in the US postal service, interest-based bargaining at Kaiser-Permanente, 'med-arb' in the New Zealand Police, and judicial mediation in UK employment tribunals. Part 4 covers international developments in conflict management in Germany, Japan, The United States, Australia, New Zealand, the United Kingdom and China.

This Handbook gives a comprehensive overview of this growing field, which has seen an huge increase in programmes of study in university business and law schools and in executive education programmes.

European Union Non-Discrimination Law: Comparative Perspectives on Multidimensional Equality Law

EU equality law is multidimensional in being based on different rationales and concepts. Consequently, the concept of discrimination has become fragmented, with different instruments envisaging different scopes of protection. This raises questions as to the ability of EU law to address the situation of persons excluded on a number of grounds. This edited collection addresses the increasing complexity of European Equality Law from jurisprudential, sociological and political science perspectives. Internationally renowned researchers from Scandinavian, Continental and Central European countries and Britain analyse consequences of multiplying discrimination grounds within EU equality law, considering its multidimensionality and intersectionality. The contributors to the volume theorise the move from formal to substantive equality law and its interrelation to new forms of governance, demonstrating the specific combination of non-discrimination law with welfare state models which reveal the global implications of the European Union. The book will be of interest to academics and policy makers all over the world, in particular to those researching and studying law, political sciences and sociology with an interest in human rights, non discrimination law, contract and employment law or European studies.

Learning Experience - TADD Programme

The rationale for the transatlantic programme is that the additional degree will increase the student’s skills and knowledge, affording them greater awareness of health care provision and culture within a global perspective.  This in turn, will facilitate professional and employment mobility and lifelong learning.

The notion of space in urban housing markets

O mercado imobiliário tem um papel importante nas economias modernas, tanto a nível macro como a nível micro. Ao nível macro, a construção de habitação representa um sector importante e influente na economia, com efeitos multiplicadores significativos sobre a produção e o emprego. Ao nível micro, uma residência representa o activo mais valioso da maioria dos indivíduos e uma parcela muito relevante da riqueza das famílias. Para estas, o custo e a qualidade das suas habitações influencia directa e indirectamente a sua qualidade de vida. A habitação é por isso mesmo um tema, que avaliado nas suas múltiplas dimensões, se caracteriza por ser bastante complexo, mas também ao mesmo tempo desafiante. De modo a delimitar o objecto de análise do trabalho de investigação, esta tese realça os aspectos de localização e distribuição espacial das habitações urbanas. Será desenvolvido um quadro conceptual e respectiva metodologia para a compreender a estrutura espacial da habitação urbana realçando os três aspectos fundamentais da análise espacial: heterogenidade espacial, dependência espacial e escala espacial. A metodologia, aplicada à área urbana de Aveiro e Ílhavo é baseada numa análise hedónica factorial de preços e na noção não geométrica do espaço. Primeiro, é fixada uma escala territorial e são definidos submercados habitacional. Posteriormente, quer a heterogeneidade quer a dependência espaciais são estudados utilizando métodos econométricos, sem considerar qualquer padrão fixo e conhecido de interações espaciais. Em vez disso, são desenvolvidos novos métodos,tendo como base o modelo hedónico factorial, para inferir sobre os potenciais drivers de difusão espacial no valor de uma habitação. Este modelo, foi aplicado a duas diferentes escalas espaciais, para compreender as preferências dos indivíduos em Aveiro ao escolher os seus locais de residencia, e como estas afectam os preços da habitação. O trabalho empírico, utilizando duas bases de dados de habitação distintas, aplicadas ao mercado de habitação de Aveiro mostram: i) em linha com a literatura, a dificuldade de definir submercados e compreender as inter-relações entre esses mercados; ii) a utilidade de uma abordagem híbrida, combinando análise factorial com regressão; iii) a importância fundamental que o efeito escala espacial desempenha no estudo da heterogeneidade e dos spillovers e, finalmente, iv) uma metodologia inovadora para analisar spillovers sem assumir aprioristicamente uma estrutura espacial específica de difusão espacial. Esta metodologia considera a matriz de pesos espaciais (W) desconhecida e estimatima as interações espaciais dentro e entre submercados habitação.

Caracterização sedimentar da plataforma interna do sotavento algarvio

Dissertação de Mestrado, Oceanografia, Faculdade de Ciências do Mar e do Ambiente, Universidade do Algarve, 2007

Evaluation of the economic impact of tourism expenditures in Portugal

Dissertação de Mestrado, Economia do Turismo e Desenvolvimento Regional, Faculdade de Economia, Universidade do Algarve, 2015

Crossing the Border

Thesis (Master's)--University of Washington, 2013

Construção e validação da tabela nacional de funcionalidade para as doenças crónicas

© Ordem dos Médicos 2016

The determinants of retail productivity: a critical review of the evidence

This paper discusses the literature on the established determinants of productivity in the retail sector. It also draws attention to some neglected strands of research which provide useful insights into strategies that could allow productivity enhancements in this area of the economy. To date, very few attempts have been made to integrate different specialisms in order to explain what drives productivity in retail. Here this paper rectifies this omission by putting together studies from economics, geography, knowledge management and employment studies. It is the authors' view that quantitative studies of retail productivity should focus on total factor productivity in retailing as the result of competition/composition effects, planning regulations, information and communications technology, the multinational operation element and workforce skills. Further, the fact that retail firms possess advantages that are transferable between locations suggests that investment in strategies enhancing the transfer of explicit and tacit knowledge between and within businesses are crucial to achieve productivity gains.

Introduction: the impact of the 'War on Terror' on executive–legislative relations: a global perspective

In democratic polities, constitutional equilibria or balances of power between the executive and the legislature shift over time. Normative and empirical political theorists have long recognised that war, civil unrest, economic and political crises, terrorist attacks, and other events strengthen the power of the executive, disrupt and threaten constitutional politics, and damage democratic institutions: crises require swift action and executives are thought to be more capable than parliaments and legislatures of taking such actions. The terrorist attacks on New York and Washington on 11 September 2001 and the ensuing so-called 'war on terror' declared by President Bush clearly constituted a crisis, not only in the United States but also in other political systems, in part because of the US's hegemonic position in defining and shaping many other states' foreign and domestic policies. Dicey, Schmitt, and Rossiter suggest that critical events and political crises inevitably trigger the concentration of (emergency) powers in the hands of the executive. Aristotle and Machiavelli questioned the inevitability of this process. This article and the articles that follow in this Special Issue utilise empirical evidence, through the use of case studies of the United States, the United Kingdom, Russia, Australia, Israel, Italy and Indonesia, to address this debate. Specifically, the issue explores to what extent the external shock or crisis of 9/11 (and other terrorist attacks) and the ensuing 'war on terror' significantly changed the balance of executive-legislative relations from t (before the crisis) to t+1 (after the crisis) in these political systems, all of which were the targets of actual or foiled terrorist attacks. The most significant findings are that the shock of 9/11 and the 'war on terror' elicited varied responses by national executives and legislatures/parliaments and thus the balance of executive-legislative relations in different political systems; that, therefore, executive-legislative relations are positive rather than zero-sum; and that domestic political contexts conditioned these institutional responses.

Congressional acquiescence to presidentialism in the US ‘War on Terror’

Congressional dominance theory holds that not only can the US Congress control the executive, it does. The terrorist attacks on New York and Washington on 11 September 2001 and the Bush administration's ensuing global 'war on terror' suggest a different result. Bush's response to 9/11 signalled not only new directions in US foreign and domestic policy but a new stage in the aggrandisement of presidential power in the United States and a further step in the marginalisation of the Congress. Informed by a constitutional doctrine unknown to the framers of the US Constitution, the Bush administration pursued a presidentialist or 'ultra-separationist' governing strategy that was disrespectful to the legislature's intended role in the separated system. Using its unilateral powers, in public and in secret, claiming 'inherent' authority from the Constitution, and exploiting the public's fear of a further terrorist attack and of endangering the lives of US troops abroad, the administration skilfully drove its legislation through the Congress. Occasionally, the Congress was able to extract concessions - notably in the immediate aftermath of 9/11, when partisan control of the government was split - but more typically, for most of the period, the Congress acquiesced to administration demands, albeit with the consolation of minor concessions. The administration not only dominated the lawmaking process, it also cowed legislators into legitimating often highly controversial (and sometimes illegal) administration-determined definitions of counter-terrorism and national security policy. Certainly, the Congress undertook a considerable amount of oversight during the period of the 'war on terror'; lawmakers also complained. But the effects on policy were marginal. This finding held true for periods of Democratic as well as Republican majorities.

Avaliação da efetividade dos principais cursos FIC Pronatec do Instituto Federal de Santa Catarina : benchmarking com cursos técnicos de longa duração

Dissertação (mestrado)—Universidade de Brasília, Faculdade de Planaltina, Programa de Pós-Graduação em Gestão Pública, Mestrado Profissional em Gestão Pública, 2016.

The Advancing MOOCs for Development Initiative: An examination of MOOC usage for professional workforce development outcomes in Colombia, the Philippines, & South Africa

The potential of online learning has long afforded the hope of providing quality education to anyone, anywhere in the world. The recent development of Massive Open Online Courses (MOOCs) heralded an exciting new breakthrough by providing free academic instruction and professional skills development from the world’s leading universities to anyone with the sufficient resources to access the internet. The research in Advancing MOOCs for Development Initiative study was designed to analyze the MOOC landscape in developing countries and to better understand the motivations of MOOC users and afford insights on the advantages and limitations of MOOCs for workforce development outcomes. The key findings of this study challenge commonly held beliefs about MOOC usage in developing countries, defying typical characterizations of how people in resource constrained settings use technology for learning and employment. In fact, some of the findings are so contrary to what has been reported in the U.S. and other developed environments that they raise new questions for further investigation.

中国四个城市吸引海外回流人才比较研究：一个政策的视角 (Returned highly skilled migrants in four Chinese cities: a policy perspective)

Most studies of returned highly skilled migrants in China were guided by a national approach, emphasizing how the size and direction of the return migration were shaped by national policies and practices. What have been overlooked are the flows of returned skills at the municipal level where talent attraction and employment really take place. To fill this gap, the author conducted a comparative study of the returned highly-skilled migration in Beijing, Shanghai, Guangzhou and Shenzhen, the four most important cities in China. Based on in-depth interviews with returned skills from different countries and with various occupational backgrounds, complemented by the analysis of talent policies that have been issued by each city since the early 1990s and relevant statistical data, this study finds that, first, municipal cities tend to make ‘localized policies’ in order to suit local situation and to increase flexibility and efficiency in their effort of enticing of talents, demonstrating a wide range of variations not yet discussed in previous literature. It is thus crucial to pay timely attention to municipalities in order to obtain a more accurate and balanced picture of returned skilled migration in China. Second, the flow of returned skills shall be perceived in a broader analytical framework, in which the attractiveness to skills comes mostly from the long-term career potentials made possible by the industrial structure of individual city and mediated by social, cultural and geographical factors. It is only within this larger framework and through the interaction with other factors that government policies play their modulator roles.