Stress experiences and stress coping styles of 112 emergency call center personnel in the work environment

The research was based on examining the behaviors of the personnel working in a 112 call center against stress and the methods of coping with stress. For this reason, it is aimed to determine the stress experiences and coping styles of 112 emergency call center personnel in the working environment. All employees working in departments such as "Call Reception, Health, Police, Gendarmerie, Fire Brigade, Afad, Coast Guard, Nature Conservation and Forestry" in the research 112 emergency call center were tried to be included. The research was carried out with a total of 150 people, including 4 Coast Guard, 4 AFAD, 16 Fire Brigade, 8 Forest, 10 Gendarmerie, 23 Police, 56 Front call staff, 5 Doctor, 24 Paramedic staff. In the research, the "Stress Symptoms Scale" was used to determine the symptoms of stress experienced by the employees, the "Stress Coping Ways Inventory" to determine the ways to cope with stress, and the "Socio-Demographic Data Form" to obtain information on personal characteristics. The analysis of the data in the study was carried out using the SPSS 21.0 program. The scores of the participants in the study from the Stress Symptoms Scale and the Styles of Coping with Stress Scale were evaluated. According to the results obtained; The mean score of the participants in the Cognitive – Affective sub-dimension of the Stress Symptoms Scale is 33.39 ± 7.12, the mean of the scores they got from the Physiological Symptoms sub-dimension is 18.32 ± 3.65, and the mean of the scores they got from the Pain – Discomfort sub-dimension was 19.75 ± 4.63. The mean scores of the participants from the Stress Symptoms Scale total were determined as 79.73 ± 14.58. The average of the scores of the participants in the Self-Confident Approach sub-dimension of the Stress Coping Styles Scale is 25.17 ± 6.02, the average of the scores they got from the Optimistic Approach sub-dimension is 17.41 ± 4.14, and the average of the scores they got from the Desperate Approach sub-dimension is 20.10 ± 5,86 The mean scores of the sub-dimension of Submissive Approach were determined 12,45 ± 4,26 , and the mean scores of the Sub-dimension of Seeking Social Support were found to be 12.79 ± 3.98. According to the results obtained; According to the hobbies of the participants, there was no statistically significant difference between the scores of self-confident approach, optimistic approach, helpless approach, submissive approach and seeking social support sub-dimensions. According to the results obtained; There was no statistically significant difference between the scores of self-confident, optimistic, helpless, submissive approach and seeking social support sub-dimensions according to regular sports activities. According to the results obtained; A weak positive correlation was found between the cognitive-affective sub-dimension scores of the participants and the helpless approach sub-dimension scores. A weak positive correlation was determined between the Physiological Symptoms sub-dimension scores of the participants and the Submissive Approach sub-dimension scores. It is seen that social supports are an effective method for solving stress for call center employees. For this reason, it is recommended to develop social supports. In addition, it is recommended that employees be given training on stress, stress factors, symptoms and coping methods at regular intervals. The call center can overwhelm the employees with its busy and shift work system. This difficulty can cause stress in them. For this reason, it is recommended to improve working conditions.