CASE STUDY ANALYSIS

Case Study Analysis

Case Study Analysis

Introduction

This article is about experiencing depersonalized bullying and centres on the study of call-centre agents in India. In the study, the concept of depersonalized bullying has been applied to study how the call-centre agents find their work to be a domineering regime. There are many factors which can influence the thinking of employees and there are many practices done by the employers which make the employees think that they are being burdened, oppressed and made to work more than required. The main aspect which needs to be studied in order to understand the level of bullying is the agreement of service level which takes place between the clients and employers. It is this agreement to which the bullying regime can be linked to as the agreement outlines the duties of the agents and explains the practices of the organisation to them.

In order to make the difficult work conditions acceptable to employees, the organisations make use of the material gains they provide to their employees and lure them into accepting the harsh work agreements. Also, provision of professional identities make the employees think they are in a better position than they would be if they had no job, and thus they succumb to the demands of the organisation and agree to the tough terms and conditions. The measures taken by the organisations causes the employees to be oppressed as they have a hard choice to make and since they cannot quit, they have to bear the injustice done on the organisation's part.

The Concept of Bullying in Organisations

Bullying has a different concept at workplace. The article has defined the concept of bullying at workplace correctly by mentioned that workplace bullying refers to noticeable or unnoticeable behaviours that are negative and are filled with hostility and aggression towards the employees. Not only are these behaviours negative, the people at the workplace continue to display them and repeatedly show those degrading and insulting attitudes and behaviours towards the employees, which ends up making the employees feel more miserable. These behaviours are displayed with persistence and are aimed towards an individual or group, by another individual or group, with the aim being jealousy because of the unequal relationship of power. By saying this, the author means to point out that if an individual is powerful, he thinks that he owns the world and it is his discretion that should be applied at the workplace. He tends to think he is superior to the rest of the people and because of that reason, he fails to give importance to other people. He looks down at his subordinates and does not listen to the concerns of employees who are on a lower rank than his, which means that they have no option left but to succumb to the harsh organisation policies and thus they keep on getting oppressed and bullied. The article emphasizes that there are various reasons and many factors which manipulate the working conditions, which tend to become ...