STRES KERJA DAN STRATEGI COPING KARYAWAN FRONTLINER (TELLER) BANK
DOI:
https://doi.org/10.22219/cognicia.v1i1.1440Abstract
Tujuan dari penelitian ini untuk mengetahui gambaran stres kerja dan strategi coping pada karyawan bank bagian teller. Metode pengumpulan data adalah wawancara dan observasi. Hasil penelitian menunjukkan bahwa gambaran stres kerja teller bank meliputi stressor yaitu resiko pekerjaan tinggi, adanya konflik/komplain, peningkatan jumlah nasabah, dan fasilitas perlengkapan kantor kurang baik. Gejala stres kerja yaitu otot tubuh tegang, konsentrasi terganggu dan menurun, suasana hati mudah buruk, kurang konsentrasi saat berkomunikasi, dan menjadi pendiam. Dampak stres kerja yaitu merasa ingin keluar dari pekerjaan karena tekanan kerja dan sering melakukan kesalahan pada saat bekerja. Dampak bagi orang lain yaitu hubungan dengan orang lain menjadi kurang harmonis, seperti dengan orang tua, pasangan, anak ataupun rekan kerja. Strategi coping yang digunakan adalah perpaduan antara strategi coping berfokus emosi dan strategi coping berfokus masalah. Coping berfokus emosi yang digunakan seperti mencari hiburan dengan jalan-jalan, makan bersama teman/rekan kerja, sedangkan coping berfokus masalah yaitu berusaha menjelaskan kepada nasabah ketika ada konflik.
Kata kunci: Stres kerja, Strategi coping, Teller bank
The purpose of this study to know the description of work stress and coping strategies of a teller. Researcher use interview dan observation to colecting data. The results showed that the job stress of a bank teller include stressor that is high risk work, conflicts or complaints, increasing number of customer, and office facilities are not properly fulfilled. Stress symptoms are muscles tense, concentration to be disrupted, and be withdrawn after work. The impact of job stress includefeels like to get out of work due to work pressures and often make mistakes at work. Impact for others are relationships with others become less harmonious, as a parent, soulmate, child or colleagues. The coping strategies used is a blend of emotion focused coping strategies and problem focused coping strategies. Emotion focused coping is used as entertainment like walking around, eating with friends or colleagues. Problem focused coping such as trying to explain to customers when there is conflict.
Keywords: Job stress, Coping strategies, Bank teller
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