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Selected personality traits associated with social inclusion of clients selected contact center.
Kocianová, Zuzana ; Reichelová, Lenka (advisor) ; Nevoralová, Monika (referee)
College: Charles University in Prague Faculty: 1st Faculty of Medicine Clinic of addictology School year: 2011/2012 Abstract of the thesis Name: Bc. Zuzana Zástěrová Specialization: Addictology Head of the bachelor work: Mgr. Lenka Endrödiová Opponent: PhDr. Monika Nevoralová Pages: The name of the thesis: Selected personality traits associated with social inclusion of clients selected contact center Abstract The aim of my thesis is to specify the personality feature of contact center's clients and their association with the degree of social inclusion. A sub-objective is to identify the most common personality feature and associated with the use of addictive substances. The theoretical part of my thesis is particularly engaged in theme of personality definition, personality structure, selected personality theory, Jung's concept of personality, an indicator of personality types of Myers and Briggs, social exclusion and social inclusion, lifestyle drug users, research on the personality types of drug users. In the research part of my thesis there are mediate the answers to research guestions with the assistance of the statisstic analysis SPSS of the data. Data collection methods used are the MBTI questionnaire and selected questions from the questionnaire EuropASI. In discussion I consider the suitability...
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Vizualization of Outputs from Speech Technologies for Contact Centers
Zhezhela, Oleksandr ; Szőke, Igor (referee) ; Schwarz, Petr (advisor)
The thesis is aimed on visualisation of data mined by speech processing technologies. Some methods speech data extraction were studied and technologies for this task were analysed. The variety of meta data that can be mined from speech was defined. Were also examined existing standards and processes of call centres. Some requirements for the user interface were gathered and analysed. On that basis and after communication with call centre employees there was defined and implemented a concept for speech data visualization. Gained solutions were integrated into Speech Analytics Server (SPAS).
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Specifics of social work with clients with drug addiction
HANZALOVÁ, Vendula
The number of people in the population who use addictive substances and develop adverse life situations is still growing. This issue is also connected with social, health and legal problems with which the drug user must deal. In this case, those addicted can look for help to institutions such as a contact centre. The theoretical part is focused on three topics. The first describes the terms of drug addiction, its origin, consequences and forms of support. The work deals with theories that are significant to the work. The last topic concerns the specifics of social work in a contact centre. There are selected core activities and techniques specific to this institution. I set the aim for this paper, which was to answer the question of which theoretical approach is best applied by social workers working with drug addicts. Furthermore I was finding out which are the best examples of good practical training. The results after evaluation showed that social workers cannot tell whether they work according to particular theories. Usually there is eclecticism, which means that they collect different experiences and then apply them to the work. The basis for these is a bio-psycho-socio-spiritual model that takes into account the integral concept of personality and the philosophy of Harm Reduction which is the main point of contact work. The research brought the views of social workers, their recommendations, and techniques that are proven by them, and also describe the pitfalls of their work. In my opinion, this work could serve as a good summary of techniques for new workers who would like to work with drug addicts. My results can also be the basis for further studies and research in this area.
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Volunteering in work with drug addicted people
HORÁKOVÁ, Markéta
This thesis deals with issue of volunteering in work with drug addicted people, which is still not so expanded among the volunteers. The theoretical part of the thesis is divided into three parts. The first part is dealing with volunteering in general - who is the volunteer, what is the motivation for volunteering or look at the volunteering by society. The second part is dedicated to the syndrome of addiction and drugs. The last is introducing the social services for drug addicts. Primarily Contact center in Prostějov in which the research was done. The objective of the thesis is to find out the attitudes of users and workers from Contact center in Prostějov on the presence of volunteers. The research was done by qualitative strategy, method of questioning and the technique of half-structured interview was used. The first part of the research is focused on the attitudes of users of Contact center Prostějov on the presence of volunteers. I tried to get information about if they perceive the volunteers in the contact center positively and if it gives them any benefits. Or the other way they will not come to the contact center because the presence of volunteer intrudes them the safe environment of the contact room. The second part of the research deals with the partial goal of the thesis - the attitudes of workers of Contact center Prostějov on the presence of volunteers. Some organizations can perceive the volunteers as a burden because of the mentoring, the supervision of their work and so on. But on the other hand, there are workers who are grateful for any help because then they have more time for another important work. The thesis is important for practice since it will be given to the workers of the Contact center Prostějov and they could use it for work with volunteers.
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The positive relationship of social workers to clients addicted to drugs
BROŽOVÁ, Eva
My thesis is called a positive relationship with social workers to drug addicted clients. The aim of my work is to investigate the reason of the positive relationship between social workers and drug addicts. To search for the reason of faithful workers, I come from the text of Deus Caritas Est and the search for reasons for positive relationship of atheist worker, I come from the theory of social exchange, altruism and approach of Carl R. Rogers.
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View of contact centre workers on motivation towards change in injection subutex users and in injection pervitin users.
ŠVARZBERGEROVÁ, Barbora
The work deals with motivation towards change in injection users of subutex and in injection users of pervitin (methamphetamine), who make use of contact centre services. Theoretical part describes the drug users i.e. pervitin and subutex users and the individual impacts, which the usage of these drugs brings. It focuses on the description of the system of work with motivation as a preparation for treatment, executed in the drop-in facilities, namely in the contact centre. Further it describes the process of motivation, the old and the new conception of work with motivation and motivational conversation as a work instrument of the workers in the contact centres. The last part of the thesis focuses on a specialized course of motivational conversations. The practical part contains research, whose objective is to find out the view of contact centre workers on motivation towards change in injection subutex users and in injection pervitin users. The results of the research prove that according to the views of the contact centre workers there are differences in motivation towards change in subutex and pervitin users. According to the workers the strongest motivational component in subutex users is the social functioning limit and in pervitin users it is the social exclusion itself. The workers also think that on the wheel of change the subutex users are closer to decision of change of life style than in the pervitin users.
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HIV testing problems on the part of addictive drugs users
KRÚPOVÁ, Lucie
The diploma thesis on the theme ?The problems of testing for HIV from the point of view of intravenous users of addictive substances? is divided into two main parts. The theoretical part outlines the whole extent of the problem of AIDS including testing for HIV antibodies generálky and testing for HIV in intravenous users of addictive drugs, the probléme of drug dependence and social work with drug users and the care system for the drug addicted. The practical part of the thesis was carried out through qualitative research. 32 intravenous drug users were questioned, the method used being a semistructured interview. During the second part of the research representatives of seven non-governmental non-profit making organizations, with a target group made up of drug users, were questioned. Two aims of the thesis were defined. The main aim was mapping the awareness of users of addictive substance of the possibilities of testing their HIV status. The second aim was monitoring the posibility of testing HIV positivity in the South Bohemian Region. Both aims were fulfilled. Three research questions were chosen: Do drug users know their HIV status? Is the reason of drug users´ ignorance of their HIV status their lack of interest in this problem? Is testing of drug users in the field adequate? After processing and analysing the results of the research three hypothese were defined. They are as follows: intravenous drug users in the South Bohemian Region are interested in their HIV status. Clients of contact centres underplay the risk of infection by the HIV virus. Testing drug users in the field in the South Bohemian Region is not sufficient. The conclusion of the thesis is first and foremost the discovery that testing in the field of people using addictive substances is necessary and the method of testing fir HIV in intravenous drug users needs to be adapted to the possibility of these people (free testing, the possibility of being tested in the afternoon, accompanying the klient to the health facility). The most advantageous possibility for ensuring a high protestation with intravenous drug users is the link of the contact centre directly with the health centre. An advantage would be especially a local link, so there should be a contact centre near the health facility, which there hardly ever is. Of course the crux is mainly good cooperation between the workers of individual organisations. The results of the research should allow the heads of low-threshold facilities to improve their work in the area of consultancy and widening of services for the testing of clients for the HIV and hepatitis viruses including improving their cooperation with health facilities. The thesis should serve as a basis for processing the regional anti-drug strategy.
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Attitude of contact centres workers towards imlementation and importance of Harm Reduction
BACÚŠANOVÁ, Veronika
The thesis deals with the issue of care of drug addicts in the in the Czech Republic, particularly the Harm Reduction. The theoretical part of the thesis describes the above-mentioned working procedures with clients, the legislative framework of the services and the current situation on the drug scene in the Czech Republic. The practical part uses a qualitative form of research. The information was collected by means of structured interviews with open questions. The respondents were eleven workers of contact centres in the Central Bohemian region which has five such facilities. I cooperated with four of them for the purposes of the thesis. The objective of the thesis was to demonstrate that the Harm Reduction services are important and beneficial from the viewpoint of workers of contact centres and to find out whether the contact workers have any suggestions about how to improve the Harm Reduction services in the Czech Republic.
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IT support in Call Centre enviroment
Nohejl, Karel ; Pavlíček, Luboš (advisor) ; Bruckner, Tomáš (referee)
This diploma thesis aims to generally describe IT governance in contact centers. In Czech language, there is no general model or methodology (except internal corporate rules). In first half, the thesis will concentrate on theoretical models. To be explained clearly, there is need to describe basic technology and architectures first, which is being used in contact centers. In next part, concrete models will be characterized, and there will be argumentation among them. In next part, the concrete components of IT area in contact centers will me described. Part will deal mostly with HW and SW equipment, user roles on Windows platform and questions of labor environment and security. In conclusion, there will be a basic overview of contact centre application types. In the last part, the collected findings, combined with author's personal experience will be implemented to created set of models, which will keep the multidimensional access attitude. The real result of the thesis will be creation of set of models for implementation and governance of IT in contact centers in Czech.
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