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A STUDY ON STRESS MANAGEMENT(WITH SPECIAL REFERENCE TO HINDUSTAN PETROLEUM CORPORATION LIMITED)

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Data provided here is not absolute …its only for reference.

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CHAPTER - 1

INTRODUCTION

1.1 INTODUCTION OF THE STUDY:-

In present scenario stress is normal in organizations; excessive stress can interfere with your productivity and impact your physical and emotional health. And your ability to deal with it can mean the difference between success and failure. You can’t control everything in your work environment, but that doesn’t mean you’re powerless, even when you’re stuck in a difficult situation. Finding ways to manage workplace stress isn’t about making huge changes or rethinking career ambitions, but rather about focusing on the one thing that’s always within your control.

For workers everywhere, the troubled economy may feel like an emotional roller coaster. "Layoffs" and "budget cuts" have become bywords in the workplace, and the result is increased fear, uncertainty, and higher levels of stress. Since job and workplace stress increase in times of economic crisis, it’s important to learn new and better ways of coping with the pressure. Your emotions are contagious, and stress has an impact on the quality of your interactions with others. The better you are at managing your own stress, the more you'll positively affect those around you, and the less other people's stress will negatively affect you.

1.2 SIGNIFICANCE OF THE STUDY:-

Employees stress is a growing concern for organizations today. Stress can be defined as a lively circumstance in which people face constraints, opportunities, or loss of something they desire and for which the consequence is both unpredictable as well as crucial. Stress is the response of people to the unreasonable/excessive pressure or demands placed on them. The study would be helpful in understanding the current position of HPCL-VR, and to come out with suggestions which can improve the employee satisfaction with little modifications.

1.3 OBJECTIVE OF THE STUDY:-

The objective of stress management is to keep stress or tension levels within the optimal range for performance, health and well-being.

To study how the employees of HPCL –VR are balancing their Stress Management.

The main objective of this project is to find out the reasons for Stress.

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1.4 NEED OF THE STUDY: - The study was conducted in order to identify the reasons for

Stress Management in HPCL-VR.

1.5 SCOPE OF THE STUDY: - The study and the research will be limited to HPCL- VR

only.

1.6RESEARCH METHODOLOGY:-

Data collection:-

Primary Data:

Primary data was collected in two parts:-

Questionnaire.

Case studies.

CASE STUDIES:-

Case studies were framed from the employee point of view on various aspects. The

questions were imposed to employee regarding stress management of various departments

and designations in HPCL-VR.The departments include:-

HR.

Finance.

Project Finance.

Materials.

Operations.

Inspection.

Technical.

All the employees were asked various questions irrespective of their designations and age

out of which the findings were analyzed so as to get more number of inputs for the benefit

of the organization.

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QUESTIONNAIRE: - The primary data was also collected through a questionnaire

consisting of 20 questions which were divided into 3 sections:

Section A: Questions (1-19): These questions were aimed to know the employees

agreement over the statements so as to know their opinion on Stress Management.

Section B: Question 20 (A-U): This question deals with the Programs that could be

adopted to manage stress.

Secondary Data: - The secondary data was collected by referring various online resources

Like research papers, articles, websites and printed materials like text books.

Sample Size: - The sample size consisted of 100 employees of HPCL-VR.

Sample Frame: - The sample frame consisted of Employees of HPCL-VR.

Sample Technique: - The technique used was random sampling.

Area of Survey: - HPCL-VR, Visakhapatnam.

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CHAPTER-2 INDUSTRY PROFILE

Oil is a chemical substance that is a viscous liquid at ambient temperatures, is immiscible with water but soluble in alcohols or ethers. Oils have a high carbon and hydrogen content and are usually flammable and slippery (nonpolar). Oils may be animal, vegetable, or petrochemical in origin, volatile or non-volatile.

OIL IN THE SERVICE OF MAN:- In the first hundred years the petroleum industry has grown to a great size. Today oil gas supply about half of the constantly mounting energy requirements of the world, as well as ever increasing volume of non energy products. Petroleum moving between nations is the biggest single item in the world trade about 9% of the total. The oil industry directly employs well over a million people and industry creates employment for many million more. Major petroleum discoveries by drilling stimulated the demand for illuminating oil. Then came the extremely versatile internal combustion engine, the diesel engine and now the gas turbine. All have created a tremendous demand for petroleum fuels of high quality and for which no competing fuel has been found.

HOW OIL IS FORMED:- About 145 million years ago the land areas of the earth and cretaceous seas, plants and minute animals flourished in the waters of these primeval seas .Oil we believe, was formed from the remains of such organic material that buried at the sea bottom. Many of today’s productive oil fields have their origin in the Jurassic age. But oil began to form before and since that age. The process continues to this day. First plant and animal matter are buried in the sea floor. Some of the marine life forms commonly found in the rocks. As more sediments were brought in they formed layer upon layer slowly compressing those below, while the organic material was changing to oil. The oil has to migrate upward a long distance to their final trapping location, which consists of porous sedimentary rock reservoir. These rock reservoirs are typically one to three miles beneath the surface of the earth.

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WHERE OIL IS FORMED:-

The drops of oil is moved through porous layers in the rocks and accumulated throughout. Oil deposits do not collect as pools of liquid but are in the tiny pores of the rocks. Whale oil has been used in more recent times as a source of light. However, the high premium for whale oil decimated whale populations and as their numbers dropped the prices rose further. The demand for oil was then far higher than the supply. Many companies and individuals were looking for an alternative and longer lasting source of what would later become known as black gold. Apart from a brief period of coal oil, the answer came with the development of drilling for crude oil. Land oil wells were first and as demand continued to grow exploration companies began to look below the sea bed. Oil has been used by Ancient civilization. Chinese were the first to drill out oil. As early 300BC they used to pound the ground using heavy bronze bits suspended from spring poles. For thousands of years the only sources of petroleum had been surface seeps or tar pits. These sources were not very productive, so certain individuals decided to look for oil underground by drilling. Later on in 1858 one such individual James Miller Williams made the first major commercial oil discovery in North America at Oil Springs. Drilling in gum beds he struck oil at a depth of only 18meters. As a result of the oil discoveries of the 1850’s refineries were built to turn crude oil into kerosene and lubricating oils for the machines of the industrial revolution. Oil began to replace coal as the fuel stream engines. The invention of the gasoline engine and diesel engine allowed inventors cars to replace steam and electricity by Gasoline which had previously been considered a useless by product of the distillation of crude oil. In 1903 the Wright brothers used petroleum to flight fuel. There have been land oil wells in Europe since the 1920s. It wasn't until the 1960s that exploration in the North Sea really begun, without success in the early years. They finally struck oil in 1969 and have been discovering new fields ever since. The subsequent development of the North Sea is one of the greatest investment projects in the world. The development of the offshore oil industry in hostile waters has been made possible by many achievements comparable with the space industry. Many fields are located far from land and they are getting further away. New fields are being explored in ever deeper and wilder waters.

OIL RECOGNITION IN INDIA:-

After independence there was a drastic change in the industrial landscape in India. At that time the International oil companies were leading the petroleum industry. It was the time Government of India realized the strategic and economic importance of petroleum refining in the long run and facilitated the foreign companies in setting up their refineries in India. Oil & gas supply constituted for about half of the constantly mounting energy required for the world, as well as an ever increasing volume of non- energy products. As far as world trade is considered petroleum industry it contributes for about 9% of the total which moves between the nations. The very significance of the oil industry is that it directly employees’ million people and indirectly creates employment for many millions more. Letting back the kerosene age, petroleum gained its importance as it supplies heat and work. With the rapid growth of industry, the railways and modern shipping created an enormous demand for fuels. Irrespective of the latest designs of the engines, turbines petroleum has created a tremendous demand for petroleum fuels of high quality and for

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which no competing fuel has been found. Why petroleum pays a big part is that it is abundant, chemically versatile and easily transported by many means like land, sea, air.

Major Oil Companies in India:-

Hindustan Petroleum Corporation limited Bharat Petroleum Corporation limited Reliance Industries Oil and Natural Gas Corporation limited Essar Oil limited. Gail limited Petronet Lng.limited ONGC Corporation limited.

.OIL REFINERY: -

An oil refinery or petroleum refinery is an industrial process plant where crude oil is processed and refined into more useful products such as petroleum naphtha, gasoline, diesel fuel, and asphalt base, heating oil, kerosene, and liquefied petroleum gas. Oil refineries are typically large, sprawling industrial complexes with extensive piping running throughout, carrying streams of fluids between large chemical processing units. In many ways, oil refineries use much of the technology of, and can be thought of, as types of chemical plants. The crude oil feedstock has typically been processed by an oil production plant. There is usually an oil depot (tank farm) at or near an oil refinery for storage of bulk liquid products.

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OIL OPERATION:-

Oil can be used in a variety of ways because it contains hydrocarbons of varying molecular masses, forms and lengths such as paraffin’s, aromatics, naphthenes (or cycloalkanes), alkenes, dienes, and alkynes. While the molecules in crude oil include different atoms such as sulfur and nitrogen, the hydrocarbons are the most common form of molecules, which are molecules of varying lengths and complexity made of hydrogen and carbon atoms, and a small number of oxygen atoms. The differences in the structure of these molecules account for their varying physical and chemical properties, and it is this variety that makes crude oil useful in a broad range of applications.

PRODUCTS OF OIL:-

• Liquefied petroleum gas (LPG)• Gasoline (also known as petrol)• Naphtha• Kerosene and related jet aircraft fuels• Diesel fuel• Fuel oils• Lubricating oils• Paraffin wax• Asphalt and tar• Petroleum coke• Sulfur

OIL INDIA:- Oil India Limited (OIL) (NSE: OIL, BSE: 533106) is an Indian public

sector oil and gas company in India under the administrative control of the Ministry of

Petroleum and Natural Gas of the Government of India. OIL is engaged in the business of

exploration, development and production of crude oil and natural gas, transportation of

crude oil and production of liquid petroleum gas. The story of Oil India Limited (OIL)

traces and symbolizes the development and growth of the Indian petroleum industry. From

the discovery of crude oil in the far east of India at Digboi, Assam in 1889 to its present

status as a fully integrated upstream petroleum company, OIL has come far, crossing many

milestones. Over the years India Petroleum Industry has played an influential part in

triggering the speedy expansion of the country's economy by contributing 15% in the total

GDP.

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To assist and acknowledge the expansion of the sector, the Cabinet Committee on

Economic Affairs felicitated 44 petroleum research blocks on November 2008 under the

New Exploration Licensing Policy (NELP-VII). Indian petroleum industry started its

journey during the fiscal year 1890 in the north-eastern provinces of India especially in the

place called Digboi. The production of petroleum along with the exploration of new sites

was primarily restricted to north- eastern India up to the 1970s.But the scenario changed

drastically with the discovery of Bombay High. Indian petroleum industry was entirely

state sponsored and was under the management control of all the industries involved in it

were entirely with the government. After the inception of the Liberalization- Privation-

Globalization (L-P-G) policy in the month of July, 1991, the government had started

allowing the Indian petroleum industry to go into private as well as government- private

joint ventures. The deregulation process in the Indian petroleum industry got a boost in the

year 1997 when it decided that the process of liberalization and deregulation would be

accelerated in this industry and all the regulations would go away from the month of April

in the year 2002. Along with globalization, the rate of growth of the economy along with

the rate of growth of energy consumption increased at the rate of six percent on a yearly

basis especially between the period 1991 and 2001. The demand for petroleum products

increased at an annual rate of 5.5% during 1990-91 and 2000-01 which is more than that

of the production rate of crude oil processing (revolving around 5.1%). But Indian

petroleum industry stumbled a bit in the year 2001 when the Indian economy observed a

slowdown in its economic rate along with the overall industrial output. Impediments

related to infrastructure also came up as serious problem in the path of Indian petroleum

industry.

COMPANY PROFILE HINDUSTAN PETROLEUM CORPORATION LIMITED

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FUTURE FULL OF ENERGY

HISTORY:-

Hindustan Petroleum is one of the oldest oil marketing companies in India Tracing its origin back to the Standard oil company of the USA .In fact its history is rightfully the history of Indian petroleum Marketing. The standard oil operation in India started in 1880 with marketing of kerosene called “case oil” two standard-sized square tins enclosed in a pinewood box. In 1931 Socony Merged with vaccum oil company to form socony-vacuumThis company later changed its name to MOBIL.The standard oil company of New Jersey or the jersey standard was known as ESSO and eventually became Exxon. In Asia Pacific region, Esso standard eastern had oil Production and refineries in Indonesia but no marketing network. In 1993, Esso standard eastern and Socony- vacuum merged their interests in the region into a 50-50 joint venture, Namely Standard-vacuum oil company or stanvac operated in 50 countries, From East Africa to New Zealand, Including India.

POST-INDEPENDENCE:-Following independence, The Government of India encouraged a policy of indigenous development of heavy industries. According Stanvac and Caltex were invited to setup refineries in the country.

Stanvac incorporated an Indian company in 1952 to set up India’s first modern refinery at Trombay, Which was commissioned in 1954.

Caltex oil refining ltd was incorporated in 1955 and its refinery in Visakhapatnam on the east coast of the India was commissioned in 1957.

Marketing operations of stanvac and caltex also expanded from marketing of kerosene to automotive and industrial fuels in cities as well as rural areas.

The setting up of the refineries contributed to the industrial growth of both the states of Maharashtra and Andhra Pradesh. Particularly in the Mumbai thane -Pune area, The availability of feed stocks and fuels encouraged to venture into Manufacturing industry, thus certain employment opportunities in their own and ancillary units. In 1962, the stanvac partners operations in India came to be wholly owned by esso.

ROOTS OF HPCL:-

1952: The Company was incorporated in the name of Standard Vacuum Refining Company of India Limited on July 5, 1952

1962: On 31st March, 1962 the name was changed to ESSO Standard Refining Company of India Limited.

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1974: Hindustan Petroleum Corporation Limited comes into being after the takeover and merger of erstwhile Esso Standard and Lube India Limited

1976: Caltex Oil Refining (India) Ltd. - CORIL is taken over by the Government of India with an Ordinance in 1976, subsequently ratified by an Act in 1977 and merged with HPCL in 1978.

1979: Kosan Gas Company, the concessionaries of HPCL in the domestic LPG market, are taken over and merged with HPCL.

HPCL is a Government of India Enterprise with a Navratna Status, and a Fortune 500 and Forbes 2000 company, with  an annual turnover of Rs. 1,69,011 Cores and sales/income from operations of Rs 1,88,130 Crores (US$ 36.975 Billions) during 2011-12, having about 20% Marketing share in India among PSUs and a strong market infrastructure. HPCL's Crude Thruput and Market Sales (including exports) are 16.19 Million Metric Tonnes (MMT) and 29.48 MMT respectively in the same period

In 2003,following a petition by the Centre for Public Interest Litigation(CPIL),the Supreme Court of India restrained the Central government from privatizing Hindustan Petroleum and Bharat Petroleum without the approval of Parliament. As counsel for the CPIL, Rajinder Sachar and Prashant Bhushan said that the only way to disinvest in the companies would be to repeal or amend the acts by which they were nationalized in the 1970s.As a result; the government would need a majority in both houses to push through any privatization.

INTRODUCTION TO HPCL:-

PROFILE OF HPCL:-HPCL is a Government of India Enterprise with a Navratna Status, , and a Fortune 500 and Forbes 2000 company, with an annual turnover of Rs. 1,32,670 Crores and sales/income from operations of Rs 1,43,396 Crores (US$ 31,546 Millions) during FY 2010-11, having about 20% Marketing share in India among PSUs and a strong market infrastructure. HPCL's Crude Thruput and Market Sales (including exports) are 14.75 Million Metric Tones (MMT) and 27.03 MMT respectively in the same period

The Major process of HPCL refinery is the conversion of crude oil into Petrol, Diesel, Naphtha, kerosene, Turbine oil, Engine oils, Greases waxes and many oils as products by the process like distillation fluid Catalytic, Cracking, Redimentation and so on…

The crude oil can be collected from Seabed’s located throughout the country and some of the amounts are imported. Some of the crude oil deposits observed near the Arabian Sea, Which was near to Mumbai. This crude oil reserves are transported from Mumbai to Vizag through shipping the container via Bay of Bengal later the crude oil reserves are pumped to vizag HPCL through pipe lines

HPCL operates 2 major refineries producing a wide variety of petroleum fuels & specialties, one in Mumbai (West Coast) of  6.5 Million Metric Tonnes Per Annum (MMTPA) capacity and the other in Visakhapatnam, (East Coast) with a capacity of 8.3

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MMTPA. HPCL holds an equity stake of 16.95% in Mangalore Refinery. Petrochemicals Limited, a state-of-the-art refinery at Mangalore with a capacity of 9 MMTPA. In addition, HPCL is constructing a 9 MMTPA refinery at Bathinda, in the state of Punjab, as a joint venture with mittal Energy Investments Pt.Ltd.

HPCL also owns and operates the largest Lube Refinery in the India producing Lube Base Oils of international standards, with a capacity of 335 TMT. This Lube Refinery accounts for over 40% of the India's total Lube Base Oil production. HPCL'S vast marketing network consists of 13 Zonal offices in major cities and 101 Regional Offices facilitated by a Supply & Distribution infrastructure comprising Terminals, Pipeline networks, Aviation Service Stations, LPG Bottling Plants, Inland Relay Depots & Retail Outlets, Lube and LPG Distributorships. HPCL, over the years, has moved from strength to strength on all fronts. The refining capacity steadily increased from 5.5 MMTPA in 1984/85 to 14.8 MMTPA presently. On the financial front, the turnover has grown from Rs. 2687 Crores in 1984-85 to an impressive Rs 1, 32, 670 Crores in FY 2010-11.

HPCL MISSION:- HPCL along with its joint ventures will be a fully integrated company in the hydrocarbons sector of exploration and production, refining and marketing; focusing on enhancement of productivity, quality and profitability; caring for customers and employees; caring for environment protection and cultural heritage. It will also attain scale dimensions by diversifying into other energy related fields and by taking up transnational operations.

HPCL VISSION:-To be a World Class Energy Company known for caring and delighting the customers with high quality products and innovative services across domestic and international markets with aggressive growth and delivering superior financial performance. The Company will be a model of excellence in meeting social commitment, environment, health and safety norms and in employee welfare and relations.

BOARD OF DIRECTORS: - Presently Mr.S.Roy Choudhury was the Chairman & Managing DirectorHPCL has four Functional Directors and four Part-time ex-officio Directors

FUNCTIONAL DIRECTORS:-1. Dr.V.Vizia Saradhi(Director-Human Resources)2. Mr.B.Mukherjee(Director-Finance)3. Mr.K.Murali(Director-Refineries)4. Ms.Nishi Vasudev(Director-Marketing)

PART TIME EX-OFFICIO DIRECTORS

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1Mr.L.N.GuptaDirector2. Dr.Gitesh K Shah3. Shri S K RoongtaDirector4. Shri.Anil RazdanDirector

PRODUCTS OF HPCL:-

PETR OLEUM:-Petroleum or crude oil is a naturally occurring flammable liquid consisting of a complex mixture of hydrocarbons of various molecular weights and other liquid organic compounds that are found in geologic formations  beneath the Earth surface. A fossil Fuel is formed when large quantities of dead organisms, usually Zooplankton and algae are buried underneath sedimentary rock and undergo intense heat and pressure.

Petroleum is recovered mostly through oil drilling. This comes after the studies of structural geology (at the reservoir scale), sedimentary basin analysis, and reservoir characterization (mainly in terms of porosity and permeable structures). It is refined and separated, most easily by boiling point, Into a large number of consumer products, from petrol (or gasoline) and kerosene to Asphalt and chemical reagents used to make plastics and pharmaceuticals. Petroleum is used in manufacturing a wide variety of materials, and it is estimated that the world consumes about 88 million barrels each day.

The use of fossil fuels such as petroleum can have a negative impact on Earth's biosphere, releasing pollutants and greenhouse gases into the air and damaging ecosystems through events such as Oil spills. Concern over the depletion of the earth's finite reserves of oil, and the effect this would have on a society dependent on it, is a field known as peak oil.

DIESEL:-Diesel in general is any liquid fuel used in Diesel Engines. The most common is a specific fractional distillate of petroleum fuel oil, but alternatives that are not derived from petroleum, such as biodiesel, biomass to liquid, (BTL) or gas to liquid (GTL) diesel, are increasingly being developed and adopted. To distinguish these types, petroleum-derived diesel is increasingly called Petro diesel. Ultra-low sulfur diesel (ULSD) is a standard for defining diesel fuel with substantially lowered sulfur contents. As of 2007, almost all diesel fuel available in the United States of America, Canada and Europe is the ULSD type.

In the UK, diesel fuel for on-road use is commonly abbreviated DERV, standing for Diesel Engine Road Vehicle, which carries a tax premium over equivalent fuel for non-road use

LUBRICANTS:-

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A lubricant is a substance introduced to reduce friction between moving surfaces. It may also have the function of transporting foreign particles. The property of reducing friction is known as lubricity.

One of the single largest applications for lubricants, in the form of motor oil, is protecting the internal combustion engines in motor vehicles and powered equipment.

Typically lubricants contain 90% base oil (most often petroleum fractions, called mineral oils) and less than 10% additives. Vegetable oils or synthetic liquids such as hydrogenated polyolefins, esters, silicones, fluorocarbons, and many others are sometimes used as base oils. Additives deliver reduced friction and wear, increased viscisity, improved viscosity index, resistance to corrosion and oxidation, aging or contamination, etc.

Lubricants such as 2-cycle oil are added to fuels like gasoline which has low lubricity. Sulfur impurities in fuels also provide some lubrication properties, which have to be taken in account when switching to a low-sulfur diesel; biodiesel is a popular diesel fuel additive providing additional lubricity.

LPG:-

Liquefied petroleum gas, also called LPG, GPL, LP Gas, liquid petroleum gas or simply propane, is a flammable mixture of hydrocarbon gases used as a fuel in heating appliances and vehicles. It is increasingly used as an aerosol propellant and a refrigerant, replacing chlorofluorocarbons in an effort to reduce damage to the ozone layer. When specifically used as a vehicle fuel it is often referred to as auto gas. Varieties of LPG bought and sold include mixes that are primarily propane (C3H8), primarily  butane(C4H10) and, most commonly, mixes including both propane and butane depending on the season — in winter more propane, in summer more butane. In the United States, primarily only two grades of LPG are sold, commercial propane and HD-5. These specifications are published by the Gas Processors Association (GPA) [and the American Society of Testing and Materials (ASTM). Propane/butane blends are also listed in these specifications. Propylene, butylenes and various other hydrocarbons are usually also present in small concentrations. HD-5 limits the amount of propylene that can be placed in LPG, and is utilized as an auto gas specification. A powerful odorant, Ethane is added so that leaks can be detected easily. The international standard is EN 589. In the United States, Tetrahydrothiophene (thiophane) or amyl mercaptanamyl are also approved odorants, although neither is currently being utilized

AVIATION:-Aviation fuel is a specialized type of petroleum -based fuel used to power aircraft. It is generally of a higher quality than fuels used in less critical applications, such as heating or road transport, and often contains additives to reduce the risk of icing or explosion due to high temperatures, among other properties.

Most aviation fuels available for aircraft are kinds of petroleum spirit  used in engines with spark plugs (i.e. piston and Wankel rotary engines), or fuel for jet turbine engines, which is also used in diesel aircraft engines. Alcohol, alcohol mixtures and other alternative fuels may be used experimentally, but alcohol is not permitted in any certified aviation fuel specification.

REFINERY:-

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A Refinery is a complex unit composed of pipes and towers which converts crude petroleum into finished products. Refining is an involved process because crude oil is not a uniform substance but a varying chemical mixture of hydrocarbons.

The Distillation of this crude oil in a refinery results in the separation of various fractions of crude oil from one another giving us products such as Gasoline, Kerosene, Diesel and fuel oils, lubricants oil and asphalt plus thousand other derivatives.

REFINERIES OF HPCL:-

HPCL has two refineries. On the West Coast is the Mumbai Refinery with a capacity of 6.5 Million Metric Tonnes Per Annum, while the other at Visakhapatnam on the East Coast has a capacity of 8.3 Million Metric Tonnes Per Annum. The Lube Refinery at Mumbai is the largest in the country with a capacity of 335,000 Metric Tonnes Per Annum producing superior quality base oils. Both the refineries produce a number of value added products like petrol, high speed diesel oil, superior kerosene oil, liquefied petroleum gas, naphtha, aviation turbine fuel and others and over 300grades of lubes, specialties and greases. Both the refineries have implemented and upgraded facilities to produce green fuels like unleaded petrol and low sulphur diesel

MUMBAI REFINERY: - HPCL’S Mumbai refinery is One of the first Modern and complex refineries in the country, is constructed on an area of 321 acres, symbolizes the country’s industrial strength and progress in the oil industry. The refinery has reached to present level through several up gradation and restructuring process.

A Refinery with Modest capacity of 1.25 Millions turnover per annum was set up in 1954.The capacity of refinery was increased to 6.5MMPTA in phases, as under

YEAR CAPACITY1954 1.25 MMPTA1964 2.5 MMPTA 1983 3.5 MMPTA1985 5.5 MMPTA

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2009 6.5 MMPTA A chronological summary of the development is provided below:

M/s Esso commissioned in 1954 with a crude processing capacity of 1.25 MMTPA.Lube refinery, Lube India Ltd, was commissioned in 1969 with a capacity of 165 TMTPA of Lube Oil Base Stock (LOBS) productions.Crude processing capacity increased to 3.5 MMTPA during 1969Government of India took over Esso and Lube India and formed HPCL in 1974.Expansion of fuels block was carried out by installation of new 2 MMTPA crude units in 1985.Second expansion of Lube Refinery took place to increase the capacity of the refinery to 335 MMTPA, so far the largest in India.The current installed capacity of the refinery is 6.5 MMTPA

VISAKH REFINERY:-

Visakh refinery today after more than five decades of its existence and being a major industry in Visakhapatnam and on the east coast has a proud record of good performance consistently over the past five decades by producing and supplying quality petroleum products meeting the energy requirements of this part of the nation. The Visakh Refinery is also an important contributor to HPCL's Petroleum products requirements Visakha Refinery was commissioned with an installed capacity of 0.65 Million Metric Tonnes Per Annum (MMTPA) by Caltex Oil Refining (India) Ltd. in 1957. This was one of the first major industries of Visakhapatnam and first oil refinery on the East Coast. After the nationalization, HPCL has transformed itself into a mega Public Sector Undertaking and it is second largest integrated oil company in India. The year 2010-2011 has also witnessed consistent high performance in terms of crude distillates and specific energy consumption.

The first East Coast Oil refinery was commissioned as Caltex Oil Refining India Ltd. (CORIL) in 1957 with a crude processing capacity of 0.65 MMTPA.

The refinery was subsequently taken over by Government of India in 1976 and merged with HPCL in 1978.

The refinery's crude refining capacity increased to 4.5 MMTPA during the first expansion in 1985.

The refinery's crude refining capacity increased to a further 7.5 MMTPA during the second expansion in 1999 and is currently 8.3MMTPA effective April 2010.

With implementation of clean fuel project the refining capacity was further increased to 8.3 MMPTA in April 2010.

Diesel Hydro desulphurization (DHDS) project was commissioned in the year 2000 to meet BS-I/II specification of diesel. The facilities were further augmented in 2005 by addition of 2nd Reactor in DHDS unit for supplying BS-III grade diesel

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GROWTH OF PRODUCTS:-From a modest 8, products in 1957, the range of products from visakh refinery has doubled to 16 with the current configuration as detailed below:Light Ends:-Propylene, LPGNaptha, ms (Euro-3 and Euro-4 grades)Middle Distillates:-Kerosene, ATF, HSD(Euro-3 rades)HFHSD, LDO, JBOHEAVY ENDS:-Fuel oil (2 grades)Lshs, bitumen.

REFINERY SAFETY:-

Safety is the paramount importance in every aspect at the refinery.The safety Management of the refinery focuses on sustaining the integrity of the facilities and developing the capabilities of its personnel. The refinery installed a large number of fire and gas detectors in the process plants for detecting leaks of gases like Hydrocarbon, Hydrogen and H25 and absecting in the case of fire emergency situations.

Mumbai & Visakh refineries have consistently met the statutory regulations and standards set by Pollution Boards and Ministry of Environment & Forest, Govt. of India. Both refineries have been certified as ISO 14001. Both refineries have carried out various proactive environmental protection steps as listed below:

Three new RSPM Analyzers were installed and commissioned at all three Ambient Air Monitoring Stations in the refinery.Thirteen Stack Analyzers were installed and commissioned on major fire equipment in the refineryMechanical Oil recovery from oily sludge has been started.Processing of Oily sludge is being done to recover oil.Bio-remediation farm construction for the treatment of Oily sludge has been started.Aerobic Vermi Bacterial (AVB) system for treating 200kgs per day of canteen waste has been commissioned.In March 2010, Mumbai Refinery completely switched from Naphtha to Regasified Liquid Natural Gas (RLNG) as feed to Reformer in Hydrogen Unit and firing of all the furnaces in DHDS complex. Some other advantages of using RLNG instead of Naphtha are:Hydrogen yield is around 20% higherSavings in Demineralised water & SteamIncreased Catalyst Life & Reformer fuel savingsLower Steam consumption for Reforming reactions due to lighter HydrocarbonsPretreatment not required as compared to Naphtha for removal of sulphur

MARKETING:-

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The fuel retailing has undergone a sea change from the time the company was nationalized in 1974 to prevent times.

THE INTIAL YEARS:-In the initial years of around 1984-85, when the total sales of the corporation was heavy 7 million tones of petroleum products with a market participation of 18.14% the no of outlets were around 3500.The marketing operations of HPCL are divided into three strategic business units, Retail, Direct Sales comprising of Lubes and Industrial & Government Sales, and LPGHindustan Petroleum Corporation Limited has 20% market share which is backed by a

MARKETING STRATEGIES:-HPCL products can be marketed by club HP, Power and Turbojet Till 1999,HPCL products and supplies Aviation gasoline used by Piston engine aircraft and turbo fuel used by turbo props and jets was limited to only 9 airports in India catering to domestic sector only. It was increased from 9 to 32 by 2010-2011.

HP AVIATION:- Hindustan Petroleum (as Esso and Caltex prior to 1974) has been providing aviation refueling services at various airports in India for more than half a century. Today, Hpcl provides fueling services to the aviation industry through business unit, "HP Aviation". Hpcl network covers all the major airports in India and is continuously expanding.

Hpcl fueling service of Aviation Turbine Fuel meets and exceeds the stringent International regulations for handling Jet fuel.

The accolades and accreditation earned shows the commitment to quality service encompassing all areas of Operations, Infrastructure and Skilled Manpower.

Hpcl take pride in calling our Aviation Fuel Stations as Aviation Service Facilities (ASF)

CLUB HP:-A part of HPCL's strategic retail marketing initiative that seeks to break out of traditional fuel retailing, HPCL new Retail Brand "Club HP" assures high - quality personalized "Vehicle and Consumer Care" through a select set of outlets. Developed after an exhaustive research of over a year which included collecting feedback from over 13,000 respondents in several key markets across the country, the "Club HP" concept aims to provide the assurance of “Quick Fills", "Expert, Personalized Service", "Total Vehicle Management" and "Consumer Conveniences".

The "Club HP" concept also recognizes the fact that the consumer today places very high importance on vehicle care and at the same time expects other value added services from a fuel retail outlet that help him take care of diverse activities under one roof and in the shortest possible time. The Club HP outlets provide a distinct set of basic and value added offerings which include "Efficient & Expert Service", "Quick Care Point", "Digital Air Towers", "Vehicle Finance and Insurance related assistance", "Bills Payment facilities", “Refreshments”, "HPCL - ICICI Credit Cards" and a host of other amenities.

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To deliver the many conveniences and services, HPCL have associated with leading companies like Coca Cola India, ICICI Bank, Fed Ex, Western Union Money Transfer, Café Coffee Day, US Pizza, Skypak and many more. HPCL is also forging service specific alliances with several automobile companies and OEMs like Tata Motors to jointly identify "Club HP" outlets, which could qualify as "Authorized Service Centers" for leading automobile brands.

The roll out of "Club HP" began in a phased manner, initially targeting 85 outlets in the cities of Mumbai, Delhi, Bangalore and Kolkata. Encouraged by the initial experience, the “Club HP” brand has been quickly expanded to cover over 1000 outlets in all major cities and towns across India. The distictive red and blue Club HP logo is an all too familiar symbol inviting motorists looking for a quick and refreshing fuelling experience.

TURBOJET:-Turbojet is a new generation diesel, which contains multi functional additives to keep your vehicle healthier- resulting in better performance, more mileage, easier acceleration and lower emissions. Turbojet is now being used by thousands of satisfied customers all over the country. The demand for turbojet has been steadily increasing ever since its introduction, clearly indicating a growing customer preference for this fuel. Further, after carefully analyzing the performance of TURBOJET, several organizations like the automobile research Association of India (ARAI), Pune Municipal transport (PMT) and the CTC, Kolkata have also endorsed the various benefits of turbojet.

ON GOING PROJECTS OF HPCL:-In order to strengthen core processes and modernize, HPCL has developed ambitious plans for expansion and diversification in the areas of increasing energy demand, technological up gradation and environment management. HPCL has proposed capital expenditure (including equity investments in Joint Ventures) of Rs. 11487 Crores during the eleventh plan. Currently, several projects are in progress in different parts of India. Here is a brief introduction to these projects.In the recent past, HPCL has commissioned some major projects like:-

Mundra-Delhi Pipe Line (MDPL): A 1056 KM Product pipeline connecting the port of Mundra in Gujarat to Delhi with Tap-offs in between. Completed in 36 months at a cost of Rs. 1757 Crores. Dedicated to the nation on 3rd Feb 2009.

LPG Cavern Storage at Visakhapatnam by SALPG, a Joint Venture of HPCL: 60000 MT of LPG storage at a cost of Rs. 333 Crores, Commissioned in January 2008.

Diesel Hydro Treating (DHT) at Mumbai & Visakhapatnam Refineries:HPCL is setting up Diesel Hydrotreater Units of 2.2 MMTPA each with associated facilities at Mumbai Refinery (MR) and Visakhapatnam Refinery (VR) to meet Euro-IV specifications for diesel as per the latest Auto Fuel Policy.The Environmental clearance for the DHT projects for Mumbai Refinery and Visakh Refinery has been obtained.The Environmental Statement of Visakh Refinery for the FY 2010-11 has been submitted to Andhra Pradesh Pollution Control Board (APPCB). View the Compliance Status of Environmental Clearance Stipulations for DHT VR Project.

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The Revised cost of the project is estimated at INR 2174 Crores for Mumbai Refinery and INR 2730 Crores for Visakhapatnam Refinery. The projects are expected to be completed by September 2012. Resitement of Visakhapatnam Terminal:-

In order to provide additional ground area to Visakh Refinery for setting up facilities to produce green fuels, it is proposed to shift the adjacently located marketing facilities consisting of POL terminals and LPG Plant. The scope of the green field project consists of setting up of new Black oil, White oil and LPG facilities in the plots acquired from VPT.Black Oil facilities include setting up of about 94,000 KL storage tanks and two tank truck gantries of 8 bays each to handle Bitumen, Furnace oil (FO),Low Sulphur Heavy stock (LSHS), Light Diesel Oil (LDO) Jute Batching Oil (JBO) and High Flash HSD (HF HSD).White Oil facilities include storage of about 1,68,000 KL Motor Spirit (MS), High Speed Diesel (HSD), Naphtha & Aviation Turbine Fuel (ATF), two tank truck loading gantries of 8 bays each and a single spur T/W gantry to load 46 BTPN tank wagons.LPG facilities include setting up of mounded storage of about 4,400 MT capacities to store LPG, Auto LPG and Propylene, a single spur tank wagon gantry to load 32 BTPN TG wagons and bottling facilities of capacity 88,000MTPA.The total project cost is about Rs 756 Cr. and the completion schedule is as under:Black Oil Terminal: Commissioned in September 2010White Oil Terminal: December 2011LPG Facilities: Mechanically Completed in June 2011 Guru Gobind Singh Refinery Products Evacuation Project (GGSRPEP):-HPCL Mittal Energy Limited, a Joint Venture company of HPCL, has set up a 9 MMTPA grass root refinery near Bathinda, Punjab. HPCL has the marketing rights for the Petroleum Products from this refinery.Following cross country pipelines along with associated facilities have been laid for facilitating Product Evacuation, namely.Raman Mandi - Bathinda Pipeline (10” dia, 30 km long with a capacity of approximately 1.37 MMTPA). This has been commissioned in December 2011.Raman Mandi - Bahadurgarh Pipeline. (18” dia, 250 km long with a capacity of approximately 4.71 MMTPA) Pre commissioning activities has been completed in July ’11 and the pipeline would be commissioned on receipt of products from HMEL refinery. The Environmental Clearance for the project has been obtained. View the latest Environmental Compliance Statement for the project submitted to MOEF in line with the requirements.Expenditure as on 31.03.12 for the project is Rs. 474.52 Crores against approved project cost of Rs. 510.0 Crore. Ennore Terminal:-HPCL is setting up a Greenfield Oil Terminal at Ennore, located in northern outskirts of Chennai City. Ennore is approx. 30 Kms. away from Chennai City and falls under Tiruvalur district of Tamil Nadu. This is relocation of the existing facilities at Tondiarpet, Chennai.

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The terminal shall have tankages of capacity 1, 40, 000 KL for storage and dispatch of products of Motor Spirit (MS), High Speed Diesel (HSD), Superior Kerosene Oil (SKO) and Aviation Turbine Fuel (ATF).Project includes setting up of facilities including tank ages, Tank Truck loading facility, Tank Wagon loading/ receipt facility along with product receipt facilities from the Ennore Port and Chennai Petroleum Corporation Ltd (CPCL). The tank farm and Tank Truck Loading operations will be fully automated.The total project cost is about Rs 299 Cr. and the scheduled completion is December 2011.

HUMAN RESOURCE MANAGEMENT:-

In HPCL HR department is ensuring focus in enhancing the capabilities of the employees of the corporation to rise up to the emerging challenges in the oil sector. Towards this training and development receives continuous attention to our Endeavour to be a learning organization. HPCl is very good at human resource.

The HR Department's Vision:-

Is “Excellence in harnessing the full potential of all employees for becoming a World Class Energy Company” With this Vision in focus, the Corporate Training Department's vision is to “Create value through enhanced competencies and be a strategic partner to business by enabling employees realize their full potential through innovative and progressive learning initiatives

OBJECTIVES OF HR:- Improve the performance of Employees in their respective assignments and Enhance competencies to take up higher responsibilities

Strengthen the Leadership Pipeline Bring cultural change from Command & Control to Team based structure Leverage technology in human resources development Facilitate learning in the organization and build a "Learning Organization

HR Achievement:-In the initial stages of Hpcl, as it is a combination of various private small scale plants, there observed many problems among as they belong to different cultures and organizations and familiar to different working conditions.HR department takes it as a challenge of make them (work force) in a same line and maintain uniformity by developing various HR policies, programmes and schedules and strategies.

Role of HR:-1. Alignment of HR vision with corporate vision2. Shift from support group to strategic partner in business operations3. HR as a change agent4. Enhance productivity and performance by developing employee competency and potential

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5. Developing professional attitude and approach

HR Strategy:-1. To meet challenging demands of the business environment, focus of the HR Strategy is on change of the employees' ‘mindset’  2. Building quality culture and resources 3 .Re-engineering and redeployment for maximizing utilization of HR potential4. To build and upgrade competencies through virtual learning, opportunities for growth and providing challenges in the job 5. Re-strengthening mutual faith, trust and respect inculcating a spirit of learning & enjoying challenges6. Developing Human Resource through virtual learning, providing opportunities for growth, inculcating involvement and exposure to benchmarking in performance

Recognition and Awards:-

HPCL ranks 336 in Fortune Global 500 list:-Hindustan Petroleum Corporation Ltd. HPCL is ranked 336th position during 2010-11 in the prestigious list of Fortune Global 500 Companies.HPCL ranks 1054 in Forbes 2000 list:-Hindustan Petroleum Corporation Ltd. HPCL is ranked 1054 position during 2010-11 in the prestigious list of Forbes 2000.Scope CSR Award for the Year 2009-10:-HPCL received the SCOPE Gold Trophy Meritorious Award for Corporate Social Responsibility & Responsiveness from Her Excellency the President of India Smt. Pratibha Devisingh Patil.Golden Peacock Award for CSR – 2011:-HPCL received the ‘Golden Peacock Award for Corporate Social Responsibility’ for the year 2011 during the 6th International Conference on Corporate Social Responsibility organized at Delhi on April 29, 2011.Readers’ Digest Trusted Brand Gold Award 2011:-HPCL has been conferred with our service brand, Club HP with the Gold award for the 6th consecutive year at the 13th Reader’s Digest Trusted Brand survey.“Excellence in Quality” Award:-HPCL has been conferred with “Excellence in Quality” award by M/s BOSCH for supplies of Lubricants for their Aftermarket Sales. This award is the result of consistent performance in meeting the customer’s requirement on Quality & Delivery.Golden Peacock HR Excellence Award:-HPCL has been conferred with the “Golden Peacock HR Excellence Award “for the year 2011. The Golden Peacock HR Excellence is awarded to Organizations that follow excellent Human Resources practices and strategies which are directly contributing to the business.Indira Gandhi Rajbhasha Puraskar:-HPCL has been conferred with Indira Gandhi Rajbhasha Puraskar by Govt. of India, Ministry of Home Affairs - Rajbhasha Vibhag for the year 2009-10 under PSU category for excellent performance in “B” Region for the fourth consecutive year.“CIO 100” Award:-HPCL bagged the “CIO 100” Award for the sixth consecutive year in recognition for using information technology in innovative ways to deliver business value, whether by

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creating competitive advantage, optimizing business processes, enabling growth or improving relationships with customers. HPCL received the award for B2B Integration for Oil Exchange with other oil companies.

CORPORATE SOCIAL RESPONSIBILITIES:-Mission:-To have safe, healthy and pollution free environment in and around all Hpcl refineries, plants, facilities and other premises at all times; instill awareness in these areas, including relevant laws, in all employees, their families and the communities in which we carry out our activities.

Environment Policy:-The Corporation is committed to conduct its operation in such a manner as compatible with environment and economic development of the community. Its aim is to create an awareness and respect for the environment, stressing on every employee’s involvement in environmental improvement by ensuring healthy operating practices, philosophy and training.

Health Policy:-To provide a structured program to look after and promote the health of vital “Human Resource”, essential for productivity and effectiveness of the Corporation.

Safety Policy:-As an integral part of its business, HPCL believes that no work or service or activity is so important or urgent that safety be overlooked or compromised. Safety of the employees and public, protection of their as well as Corporation’s assets shall be paramount. Corporation considers that safety is one of the important tools to enhance productivity and to reduce national losses. The Corporation will constantly Endeavour to achieve and maintain high standards of Safety in its operations.Sustain appropriate development programs for our employees, customers and neighboring communities.Incorporate customized management systems to monitor and control progress of Sustainability development objectives.Remain committed to disseminate information on our sustainability performance.

COMMITMENT:- Hindustan Petroleum Corporation Limited is committed to continue rendering support to the Global Compact programme of the United Nations and will Endeavour to abide by the ten Principles of the programme, some of which are a part of our Vision and Mission Statements. Therefore, the company continues to pledge support to the programme through its policies, processes, products and services.

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CSR ACTIVITIES:-

The following activities involving the expense of INR 5.75 crores under the following heads were taken up:Primary Education: Provided Uniforms, notebooks, library books, school furniture stationary items, study materials, computers, lab equipments, etc.Scholarships: Granted scholarships to SC/ST/OBC college/university students from various colleges/university for Graduation & Post Graduation studies.

Drinking Water Facilities: Provided bore wells, tube wells, pumps, water storage tanks in the tribal villages across the country.

Health Care: Conducted medical/health camps, eye camps, distributed spectacles, and provided free medicines, ambulance/medical vans, various hospital equipments/machines such as Auto Refract meter, Ultrasound machine, Ultrasound Scanner, QBC Malaria Testing equipment, Oculus, LCD Projector etc. Constructed blood bank building with ACs, dispensary building. Also, provided daily usage items for hospital patients.

Income Generating Schemes / Vocational Training: Provided computers for ‘O’ level computer training for women. Provided raw material to artisans to make handicraft items/soft-toys/artificial flowers, sewing machines, over locking machines, designer machines for tailoring training for upliftment of rural women. Provided training in internet technology skills for SC/ST/OBC students thru CISCO Network Academy. Constructed buildings for vocational training centers to impart vocational training for school dropout children/students.

Rehabilitation of Persons with Disabilities: Provided study material, artificial limbs, calipers, speech trainer, group hearing aid, Braille computers for blinds, tricycles/cycle rickshaw with PCO, Kiosks, PCO booth, etc.

Other Welfare Activities: Constructed community hall for villagers at Panewadi, Nasik for Young Mizoram Association at Aizwal, Mizoram. Constructed reading room as rural library at Burdwan. Provided blankets for slum children/villagers through NGOs, provided TVs, Computers for benefit of prisoners of Central Jail, Raipur.

CHAPTER – 3

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CONCEPTUAL FRAME WORK

STRESS MANAGEMENT

STRATEGIC OVERVIEW:

Organizational life is quite stressful. New technologies, global competition,

competitive pressures have multiplied the woes of employees in recent times. To prevent

executive burnout, companies have launched several innovative programs inside their

campuses. Employee counseling mentoring and helping processes have come to play a

crucial role in tuning employees toward organizational needs. The purpose of this is to

highlight the magnitude of stress in-built in modern jobs, bring out the importance of

employee counseling and mentoring processes under the circumstances and pinpoint the

important role of HR managers in integrating employee expectations with organizational

needs.

JOB STRESS

INTRODUTION:

Organizational life is quite stressful. Work pressures, tight schedules, meetings that

never seem to end on time, unhelpful colleagues, critical bosses, incompetent subordinates

and a host of other irritating factors may all have a cumulative effect in making the lives of

modern-day executives quite miserable. As we all know, stress is the body’s reaction to

any demand made on it. Perceptions of events, whether positive or negative, activate

stress. It is, therefore, a highly individual affair.

Mild stress may improve productivity. It may force people to focus more sharply

on the problem and produce solutions. It can lead to poor performance on the job,

excessive use of alcohol or other drugs, poor attendance or even overall poor health. In

fact, there is growing evidence that undue stress is related to the diseases that are major

causes of death – coronary heart disease, stroke, hypertension, diabetes, cancer, cirrhosis

and also suicide.

WHAT IS STRESS?

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Stress may be understood as state of tension experienced by individuals facing

extraordinary demands, constraints or opportunities. The pressures of modern life, coupled

with the demands of job, can lead to emotional imbalances that are collectively labeled

‘STRESS’. However, stress is not always unpleasant. To be alive means to respond to the

stress of achievement and the excitement of a challenge. Stress is the spice of life and the

absence of stress makes life dull, monotonous and spiritless.

TWO FACES OF STRESS:

There are actually two faces of stress, as depicted in the following.

Constructive stress Destructive stress

High

Low

Rust out Burn out

Low Moderate High

Constructive stress (Eustress as it is sometimes called) acts in a positive manner for

the individual and the organization, e.g., winning a contest. Eustress can indicate a

situation where the individual is in balance or within tolerable limits. The figure

shows that low to moderate amounts of stress can act in a constructive or

energizing way. Moderate stress can increase effort, stimulate creativity and

encourage diligence in one’s work. It can be equated with tension that causes you

to work hard before exams, pay attention in class, and complete projects and

assignments on time. The same positive results of stress can be found in the

workplace.

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Destructive stress (Distress) is not healthy for the individual and/or organization.

Distress would indicate effects that are out of balance or outside the tolerance

limits. Excessive stress may lead to over load and break down a person’s physical

and mental systems. Performance can suffer as people experience illness brought

on by very intense stress and/or react to high stress through absenteeism, turnover,

errors, accidents, and dissatisfaction and reduced performance.

Managers seek the positive performance edge provided by constructive

Stress. At the same time, they must also pay attention to destructive

Stress and its likely impact on people and work performance in a

Negative way. One of the most difficult tasks here is to ascertain the

Optimum level of stress for yourself and for the person you supervise

In the work place.

OPTIMUM LEVEL OF STRESS:

The concept of an appropriate dosage of stress is highly important. Stress literature

indicates that the ultimate goal is to reduce stress. It may be, but not necessarily. For some

people, the level of stimulation is very low; they are bored and need more excitement and

challenge. If stress is a neural concept, then the goal is to reduce distress and maintain

Eustress. Thus, we are concerned with maintaining balance and equilibrium, realizing that

it a dynamic process. Balance here implies several things. For example:

Uncertainty can lead to distress, but so can certainty or over control

Pressure can produce distress, but so is lack of contact or limbo.

Responsibility can lead to distress, but so can lack of responsibility or

insignificance.

Performance evaluation can lead to distress, but so can lack of feedback regarding

your effort.

Role ambiguity can lead to distress, but so can job descriptions that constrain

individuality.

For these and other factors, the important key is to find out an appropriate amount of

stress for the organization in general and for each individual in particular (elaborated upon

later).

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NATURE OF STRESS:-

As pointed out previously, stress is a state of tension experienced by individuals

facing extraordinary demands, constraints or opportunities. Stress can be either positive or

negative. For example, some new work situations can bring us positive challenges and

excitement, while others are very disturbing and anxiety-arousing. Unfortunately for us,

we live in an environment in which we must constantly face stress-producing situations.

We cannot avoid them all, and we cannot fight them all. For the most part, we choose to

go along with them.

The ambiguous boss, the preferred opportunities, the multifarious relationships,

increased mobility, heavy traffic, the extra job, risky investments- in general, “life in the

fast lane” – which most of us experience, can be viewed as a series of stress-producing

situations. Consequently, each of us faces in a week more of these stressors than our

parents faced in a lifetime. Instead of arising and subsiding, stress stays with us and builds

up. Stress is additive as it persists and grows; we begin to exhibit a wide variety of

symptoms and effects which, for the most part, are dysfunctional and which, for some, are

crippling or even fatal.

THE GENERAL ADAPTATION SYNDROME:

Selve considered stress as non-specific response to any demand made upon an

organism. He called the three phases of the defense reaction that a person establishes when

stressed as the General Adaptation Syndrome (GAS). Selve called the defense reaction,

general because stressors had effects on several parts of the body; adaptation refers to a

stimulation of defenses intended to help the body adjust to or deal with the stressors, and

syndrome shows that individual pieces of reaction take place more or less together. The

three distinct phases are known as: Alarm, Resistance and Exhaustion.

The alarm stage is the initial mobilization by which the body meets the challenge

posed by the stressor. When a stressor is identified, the brain sends forth biochemical

messages to all of the body’s systems. Respiration increases blood pressure rises, pupils

dilate muscles tense up and so forth.

If the stressor continues, the GAS proceeds to the resistance stage. The signs of

resistance stage include: Tension, Anxiety and Fatigue. The person is now fighting the

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stressor. While resistance to a specific stressor may be high during this period, resistance

to other stressor may be low. A person has only finite sources of energy, concentration,

and ability to resist stressors. Individuals are often more illness-prone during periods of

stress than at other times.

Exhaustion occurs if the stressor continues and the body exhausts its ability to

adapt. The symptoms of this stage are similar to the alarm reaction. If the stress persists

unduly, severe wear and tear will occur, resulting in damage to a local area or death to the

organism as a whole. This is, more or less, a ‘fight or flight’ response. Here, the autonomic

nervous system makes dozens of immediate responses to prepare the body for physical

action. When pedestrians are crossing the street and suddenly see a car speeding toward

them, the alarm reaction prepares their bodies to quickly get out of the way. Some of the

major responses that the body makes during the alarm reaction may be listed thus,

triggered off by the ‘Emergency’ hormone adrenaline shooting into the bloodstream.

PHYSIOLOGICAL RESPONSES TO AN ALARM REACTION:

The respiration rate to provide more oxygen.

Red blood cells flood the bloodstream to carry more oxygen to the muscles.

The heart beats faster and blood pressure soars to provide blood to needed areas.

Stored sugar and fats are converted to blood glucose to provide fuel for quick

energy.

Blood clotting mechanisms are activated to protect against possible bleeding.

Digestion ceases to that blood may be diverted to muscles and brain.

Perspiration and saliva increase.

Bowel and bladder muscles loosen.

Muscles tense in preparation for strenuous activity.

The pupils dilate, allowing more light to enter the eye.

The endocrine system increases the production of hormones.

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SYMPTOMS OF STRESS:-

There are a number of biological, psychological and behavioral changes which can

be symptomatic of individual stress.

BIOLOGICAL:

These include lack of appetite, craving for food when under pressure, frequent indigestion

or heartburn, constipation or diarrhea, insomnia, constant tiredness, tendency to sweat for

no good reason, nervous twitches, nail-baiting, headaches, cramps and muscle spasms,

nausea, breathlessness without exertion, fainting spells, frequent crying or desire to cry,

impotency or frigidity, inability to sit still without fidgeting, high blood pressure.

PSYCHOLOGICAL:

A number of psychological changes can be symptomatic of excessive or persistent

stress. These include negativism, expression of boredom, dissatisfaction, irritability, anger

over unimportant issues, feelings of persecution, apathy, resignation, fantasy,

forgetfulness, inability to concentrate, procrastination, inability to make decisions,

uncertainty about whom to trust, inner confusion about duties or roles, intolerance toward

ambiguity, problems in dealing with new or strange situations, a tendency to misjudge

people etc., common general psychological stress symptoms include anxiety and

depression.

BEHAVIOURAL: These include constant irritability with people, feeling unable to cope,

lack of interest in life, constant or recurrent fear of disease, a feeling of being a failure, a

feeling of being bad or of self-hatred, difficulty in making decisions, a feeling of ugliness,

lack of interest in other people, awareness of suppressed anger, inability to show true

feelings, a feeling of being the target of other people’s animosity, loss of sense of humor,

feeling of neglect, dread of the future, a feeling of having failed as a person or parent, a

feeling of having no one to confide in, difficulty in concentrating, the inability to finish

one task before rushing on to the next, an intense fear of open or enclosed spaces or of

being along. Among the more common indicators are the sudden changes in weight,

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smoking habits or use of alcohol. Changes in appearance such as dress, complexion or

hairstyle may occur during a stressful period.

SOURCES OF STRESS:-

Stressors are the things that cause stress. It is important for a manager to

understand and be able to recognize stressors because they cause job-related stress, which

influences work attitudes and behavior.

ORGANISATIONAL FACTORS:

1. OCCUPATIONAL DEMANDS:

Some jobs are more stressful than others. According to the National Institute for

Occupational Safety and Health, the following jobs are considered to be more

stressful.

Laborer

Secretary

Inspector

Chief laboratory technician

Office manager

Forman

Manager/administrator

Waitress/waiter

Machine operator

Farm owner

Miner

Painter

1. ROLE CONFLICT:

A Role is nothing but a general set of guidelines indicating how persons

holding certain positions should or ought to behave. For example, top managers are

expected to be decisive and aggressive, while salesmen are expected to be friendly

and cheerful. Teachers are expected to be sympathetic and considerate whereas the

Principal of a college is expected to be tough and demanding. These expectations,

unfortunately, may cause lot of discomfort and stress to the parties involved.

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2. ROLE AMBIGUITY:

Role ambiguity occurs when position holders are uncertain about limits of

their authority and that of others, company rules, job security and the methods used

to evaluate their work. Research studies have indicated that the more ambiguity a

person reported, the lower the person’s utilization of intellectual skills, knowledge

and leadership skills.

3. ROLE OVERLOAD:

Imagine for a moment about an executive who is attempting to dictate a

letter, talk on three phones, conducting an interview and writing a report all at the

same time. There is no use trying to do too much in too little time.

4. ROLE UNDERLOAD:

At the other extreme, having nothing to do or being asked to do too little in

one’s work can also is quite stressful. Sales people in a store with no customers,

standing around all day with nothing to do could be said to experience role under

load. Assembly line workers also generally experience role under load can load to

many of the same problems as role overload; low self esteem, increased frequency

of nervous symptoms and complaints, increase health problems.

5. INTERPERSONAL RELATIONSHIP:

Another source of stress in organizations is poor interpersonal relationships

with others, be they supervisors, coworkers, subordinates or clients. When

interpersonal relationships at work are not pleasant, employees develop a

generalized anxiety, a feeling of fear about upcoming meeting and interactions.

6. INEFFECTIVE COMMUNICATION:

Stress can result from a lack of communication or from a lack of the right

kind of communication at the right time. We begin to see the world differently and

we tend to interpret communication efforts differently.

7. RESPONSIBILITY:

Any type of responsibility can be burdensome people. Different types of

responsibility function differently as stressors. One way of classifying this variable

is in terms of responsibility for people versus responsibility for things.

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8. JOB CHANGE:

Individuals and work undergo constant changes as organizations try to

become more competitive and aggressive in the marketplace. These changes can

cause stress for the job holder. For example, a bank may computerize its

accounting function.

9. CLIMATE WITHIN A COMPANY:

Employees can also experience stress when they feel that they should get

more money for their work, of if company restrains them from doing things they

feel they must do to be effective in their job.For example, a manager wishes to

assign a few extra duties to and individual for a special project but union

regulations do not permit it.

ORGANISATIONAL STRESSORS:-

ADMINISTRATIVE POLICIES AND STRATEGIES:-

Downsizing

Competitive pressures

Merit pay plans

Rotating work shifts

Bureaucratic rules

Advanced technology

ORGANISATIONAL STRUCTURE AND DESIGN

Centralization and formalization

Line-staff conflicts

Specialization

Role ambiguity and conflict

No opportunity for promotion

Restrictive, untrusting culture

ORGANISATIONAL PROCESSES

Tight controls

Only downward communication

Little performance feedback

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Centralized decision making

Lack of participation in decisions

Punitive appraisal systems

WORK CONDITIONS:-

Crowded work area

Noise, heat, or cold

Polluted air

Strong odor

Unsafe, dangerous conditions

Poor lighting

Physical or mental strain

Toxic chemicals or radiation

PERSONAL FACTORS:

1. THE IMPACT OF LIFE CHANGE:

Traumatic experiences in life (death of a loved one, death of pet animal,

divorce, loss of family estate etc.,) can have significant impact on the

psychological well-being of an individual. Research studies have also indicated the

fact that when individuals undergo extremely stressful changes in their lives, their

personal health often does suffer.

2. TYPE ‘A’ AND TYPE ‘B’ PERSONALITIES:

Cardiologists Friedman and Roseman have identified several personality

characteristics of people who are most prone to stress. Such people, called as Type

A personalities, gravitate toward occupations that encourage heavy work. They are

frequently found to heavy smokers. Type B’s on the other hand, work at a steadier

pace. They do not work against the clock. They set reasonable targets for

themselves and do not feel the pressure. They characteristics of Type B

personalities may be stated in the following…

Is not concerned about time.

Is patient.

Does not brag.

Plays for fun, not to win.35

Relaxes without guilt.

Has no pressing deadline.

Is mild mannered.

Is never in a hurry.

3. EXTERNAL vs. INTERNALS AND THE BELIEF IN EXTERNAL LOCUS OF

CONTROL:

A person’s belief in locus of control is related to susceptibility to job stress.

People with an internal locus of control feel that their fate is pretty much under

their control. Externals look to outside forces as controlling their fate. They

generally feel that their fates are determined by events and forces beyond their

control.

4. OTHER REASONS:

In the race to the top, many aspirants who do not make it ultimately,

experience feelings of failure, frustration and resentment. Family responsibilities

sometimes clash with organizational demands. People experience role conflicts

because work and family place overlapping demands upon their limited time.

CONSEQUENCES OF STRESS:-

Subjective effects: Anxiety, aggression, apathy, boredom, depression, fatigue,

frustration, guilt and shame, irritability and bad temper, moodiness, low self-

esteem, tension, nervousness, and loneliness.

Behavioral effects: Accident proneness, drug use, emotional outbursts, excessive

eating or loss of appetite, excessive drinking and smoking, excitability, impulsive

behavior, impaired speech, nervous laughter, restlessness and trembling.

Cognitive effects: Inability to make decisions and concentrate, frequent

forgetfulness, hypersensitivity to criticism and mental blocks.

Physiological effects: Increased blood and urine catecholamine and corticosteroids,

increased blood glucose levels, increased heart rate and blood pressure, dryness of

the mouth, sweating, dilation of the pupils, difficulty in breathing, hot and cold

spells, lump in the throat, numbness and tingling in parts of the limbs.

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Organizational effects: Absenteeism, poor industrial relations and poor

productivity, high accident and labour turnover rates, poor organizational climate,

antagonism at work and job dissatisfaction.

MANAGEMENT OF STRESS:-

It is not true that employees do not want any stress at work. As the current research

evidence indicates, employees are energized and motivated by moderate amounts of stress.

What most people want in the workplace is a challenging job assignment followed by

moderate doses of competitive spirit, constructive conflict and zeal to get ahead of others.

There are a variety of ways in which individuals cope, or deal with stress at work.

Broadly, these could be classified into two categories: Individual coping strategies and

Organizational coping strategies.

INDIVIDUAL COPING STRATEGIES:-

Why do some people seem to experience more stress than others or seem to

experience stress in situations that leave other people unaffected.

TIME MANAGEMENT:

Inability to manage time could create stressful situations on the job quite frequently.

Unfinished work, critical remarks from boss and colleagues, comments from subordinates

in hushed tones, misplaced papers, may all make the life of an executive quite miserable.

To overcome such situations, one must pay attention to the following ideas suggested by

the leading trainers, Sanjeev Duggal in The Global Manager, 1997.

TIME THOUGHTS:

You cannot control how much time you have but you can control how to use it.

Time is finite and it needs utilization when it is available.

Writing a daily plan, listing priorities that require attention help us save lot of time

while at work.

Time cannot be managed like other resources; rather you have to manage yourself

in relation to time.

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TIME WASTERS CAUSES SOLUTIONS

Can’t say no wants to be a nice guy all

the time

don’t know how to say no

fear of saying ‘no’ to the

boss

You can’t please everyone all

the time. Better to assert

yourself

Say ‘no’ and explain priorities

and agreed actions, if pushed,

adapt but explain what you feel

will not get done.

Attempting too

much

Having capabilities which

are in demand

An excessive desire to

appear over cooperative

Over corresponding

Excessive ambition and

need to achieve

Control yourself if others can

handle the situation do not

entangle yourself

Do not keep saying yes

because of your ‘nice guy’

hang-up

Stop killing yourself, keep

perspective

Poor communication Insufficient feedback.

Disorganized use of

method.

Gather and analyze on

feedback, have meetings to get

feedback from others.

Don’t be defensive to

constructive criticism.

Don’t just use a method; think

which method would be the

best.

Adaptyour communication to

the needs of others.

Telephone

interruptions

Not able to terminate

conversations.

Define pre-set time limits, pre-

handle. Be frank and assert that

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Lack of delegation.

No organization or plan

for handling.

you would like to end now.

Set time for taking calls. Have

a screening methodology.

Unplanned travel Unclear purpose.

Poor use of travelling time.

Not delegating while you

are away.

Set objectives; evaluate

alternatives like phone call,

letter or conference call.

Take early flights to, late

flights out. Keep reference

diary/folder in hand-baggage,

keep it on the top.

Define what can be done by

others while you are out.

Meetings Lack of objectives.

Too many/too few.

Failure to summaries or

follow up.

Don’t meet without a purpose

or agenda.

Only involve those who are

needed.

Indentify which areas need

meeting and which don’t set

time limits.

Visitors

unannounced

Expecting subordinates to

check with you

excessively.

No prioritizing or planning

of your own non-

availability.

Implement ‘quiet hour’, ‘no

meeting hour’ etc.,

Be available but on a need

assist basis. Stand up when

people come in, keep standing.

Lack of self

discipline

Lack of standards. Set personal standards for all

your key areas.

Set deadlines for yourself and

for others.

Remember people focus on

what you inspect, not expect,

including you.

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Complete tasks once started.

Socializing Desire for change in

environment.

Thinking it is important

for your business.

Take break where no one is

working.

Control yourself. Distinguish

between necessary socializing

and needless socializing.

Procrastination Doing the easy things first

and leaving the difficult

for later.

“I will work under

pressure”, syndrome.

Attack the difficult first, the

easy is easy. Recognize this as

‘rationalization’.

‘Just do it’.

Personal

disorganization

Fear of forgetting,

Fear of loss of control ‘I’

syndrome.

Use a planner. Follow a ‘to do’

list. Don’t try to remember

what can be retrieved.

Have systems to provide need

based information; do not

clutter yourself with all the

information and file.

Recognize that excessive

power also indicates

indecision, procrastination and

insecurity.

TIPS FOR TIME MANAGEMENT:-

Carry your ‘to do’ list with you at all times.

Put all the tasks you need to remember however small, on the list.

Delegate or choose not to do some tasks.

Review the list in the evening.

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Write a new list every day.

Ask yourself ‘is this important?’

Check if you need to do a task at all.

Do the most difficult part first.

Do it now.

Look consciously for tasks which you can delegate.

Praise the results after you have delegated the tasks.

Provide action plans for moments when problems might arise.

Open your mail near the wastebasket and discard the envelopes.

Enter the key details of meetings immediately in your diary.

TIME WASTERS: CAUSES AND SOLUTIONS:

1. EXERCISE:

Physically inactive individuals have a higher incidence of heart attacks and

dearth than do active individuals. Exercise, as most of the studies indicate, reduces

depression, anxiety and phobias. When you do the exercise regularly, the day-long

tension on the job is given a decent burial.

2. MEDITATION AND RELAXATION:

Mind gets the needed relaxation when we engage in a creative hobby like

painting, reading, gardening etc., the wonderful effects of prayer as a relaxation

measure have been well-documented in our ancient scriptures. Meditation also

helps in putting our nagging thoughts to rest. Meditation is a way of focusing on

something in a relaxed state in a serene and quiet environment. You can focus on

muscular relaxation, an image, an object, a symbol, a point or anything you like.

The advocates of Transcendental Meditation have scientifically proved the

beneficial impact of the technique on human brain in recent times.

BENEFITS OF REGULAR EXERCISE:

BENEFITS TO OVERALL HEALTH SPECIFIC BENEFITS TO THE HEART

Increase strength and endurance.

More efficient use of energy even in

mental tasks.

Resting heart rate is lowered,

meaning that the heart does not have

to work as hard as to circulate blood

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Improved grace,poise and appearance.

Proper circulation is maintained.

Improved posture and muscle tone.

Reduction of chronic tiredness and

tension.

Improved ulcers, pains and stiffness.

Reduction in degenerative risk factors.

to the body.

Cardiac output is increased,

meaning that under stress, the heart

is better able to distribute blood.

Elasticity of arteries is increased

Adrenal secretions in response to

emotional stress are lowered.

Lactic acid causing fatigue is more

efficiently eliminated.

Heart muscle and additional blood

vessels within it are formed.

An article published in the Hindustan Times, dated 31.1.1998 catalogues other individual

coping strategies thus:

KEEP A PET:

There is nothing funny about keeping a pet. Research has indicated that

keeping a pet can be a very effective stress killer. Families that have a dog or a cat

or for that matter any kind of pet, suffer from fewer stress related afflictions that

families without pets. And you don’t require a pedigreed pet to fight stress; even a

mongrel is capable of giving you the love and companionship you need to distress

yourself. People living in small houses can even settle for a parrot or a goldfish.

PRAYERS:

Being religious helps in controlling stress. Prayers and meditation had done

in private often provide cathartic release. Research has proved that faith and

religion do wonders for individuals under stress. It could be the comfort, hope and

spirituality that come with religious feelings that alleviate tension. ‘Don’t believe

it? Try singing hymns or bhajans in a group. Not only will you forget your worries,

you will come out feeling ‘cleansed’, refreshed and rejuvenated.

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SING ALOUD:

It doesn’t matter if you don’t sound too good or the neighbors object.

Singing gives that release of emotions (and power to the lungs) which helps you

live with fewer frowns. Shy? Well, one can always start in the bathroom and then

graduate to the living room. Singing is an acknowledgement of the wonders of

creation, the joy of living and a vocalization of inner feelings.

LAUGHTER, THE ELIXIR:

Break into laughter and see the tension dissolve around you. A good laugh

relaxes the mind, exercises facial muscles, reduces blood pressure and improves

circulation. Laughing heartily is one of the best ways of getting rid of the frustration

and tensions of modern existence. Develop a sense of humor: it will work wonders for

you as well as your family.

SLEEP RIGHT:

A sleeping beauty is less likely to be prone to stress than a workaholic.

Napping and dozing can refresh and relax. Catching those 40 winks is a sure way

to peace and tranquility. People with chronic sleep problems then to get tied and

stressed more often than those who mange to grab adequate sleep.

SPEND TIME WITH CHILDREN:

Children have a therapeutic effect on people who spend time playing with

them. Their innocence and capacity for happiness can be infectious. An hour spent

with children can bring loads of relaxation and happiness. Parents should spend

more time with their children. You’ll see stress thinning out once you start

interacting with kids. And it doesn’t cost too much either.

TAKE A WALK:

Walk in the mornings, walk in the evenings, and walk just about any time.

Walk with friends or walk alone but do try long walks for cutting down on stress.

Walking is one exercise which doesn’t have a cut- off age. It has no side effects,

doesn’t need any special equipment and can be done anytime. It is also a refreshing

exercise which works on almost all major muscle groups.

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MAKE FRIENDS:

Friends are for all times, especially when you are down in the dumps and

need a shoulder to cry on. They are great sounding boards for your worries and

tensions. But one must take care to have a few reliable and good friends instead of

several fair weather ones. So go all out and make friends who can help you just as you

can help them.

DARE TO DREAM:

Everyone has secret dreams and ambitions. They may be simple or

complex but they are closest to our hearts. Most of us don’t want to share our dreams

with people lest they laugh at us. But the truth is that it is these dreams that keep us

going. They add color to our lives; give us hope and the drive to carry on. And if you

find someone to share your dreams with, nothing likes it.

ORGANIZATIONAL COPING STRATEGIES:

Stress management includes stress prevention also. This is best achieved through certain

organizational coping strategies. These include:

1. ROLE CLARITY:-

Define employee roles clearly. Employees must have a clear understanding of the

job. They must know what the company expects and be confident that they can

meet these expectations. Stress, most often, occurs when employees are not very

sure about their work roles or fear they cannot do their jobs. When excessive stress

is present in a role, management can initiate steps such as:

Redefining the person’s role.

Reduce overload by redistributing the work.

Set up procedures to prevent hindrances to work.

Arrange for a meeting of all those involved in a messy situation and try to find a

way out.

Make the job intrinsically meaningful, challenging and rewarding.

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2. SUPPORTIVE CLIMATE:

Factors such as freedom to think and act independently, a certain amount of

informality with key employees, clear communications, participative decision

making, and friendly conversations – all help in reducing stress levels in an

organization. If practiced regularly, they also reveal a supportive organizational

climate where everybody is willing to contribute his best and share the rewards

thereafter. There is very little room for disruptive political games, and conflicts to

occur, vitiating the whole atmosphere. A friendly, supportive climate builds trust

and confidence among employees and they will be quite happy to extend a helping

hand to management, whenever required.

3. CLEAR CAREER PATHS:

To reduce uncertainty, each employee must be sure of where he is heading

or, say after 5 years within the same organization. A clear career path and job

rewards and benefits that follow committed service would go a long way in

preventing or reducing stress levels greatly.

4. COMPANY-WIDE PROGRAMMES:

A variety of programs can be used to manage work stress. These include:

COMPANY-WIDE PROGRAMMES TO MANAGE STRESS:

Job enrichment.

Employee counseling.

Training and development programs.

Establishing autonomous work groups.

Establishing variable work schedules.

Setting up health clubs and offering health facilities.

Service benefits including marriage gifts, birthday bonus, transport subsidy, long

service bonus. Family planning gifts, health club memberships, credit cards,

housing/car loans etc.,

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BURNOUT:

A phenomenon that is receiving great attention in recent times is the problem of

burnout. Generally speaking, everyone is a potential candidate for burnout. But the most

likely candidate to face this serious problem is the over-achiever. In the words of Herbert

J. Freudenberger, burnout is a state of fatigue or frustration brought about by devotion to a

cause, way of life or relationship that failed to produce the expected reward. It may be

defined as the total depletion of physical and mental resources caused by excessive

striving to reach an unrealistic work-related goal.

SYMPTOMS OF BURNOUT:-

Some of the symptoms of burnout include: chronic fatigue, anger at those making

demands, self-criticism for putting up with demands; negativism and irritability; a sense of

being besieged; and hair-trigger display of emotions. Other symptoms include recurring

health problems, such as ulcers, back pain or frequent headaches. The burnout victim is

generally unable to maintain an even keel emotionally. The victim may burst out often and

express his rage and hostility in totally inappropriate circumstances. Let’s look into the

checklist provided by Andrew J. Dubrin in this regard:

REDUCING BURNOUT:

W. S. Paine suggested four techniques to reduce burnout. These are:

IDENTIFICATION:

This is the analysis of the incidence, prevalence and features of burnout in

individuals, workgroups and subunits in an organization.

PREVENTION:

Serious attempts should be made to prevent burnout process before it begins

through employee wellness programs. These programs focus on such things as

smoking cessation, weight control, physical fitness, high blood pressure control,

nutrition education and stress management.

MEDIATION:

This involves procedures for slowing, halting or reversing the burnout process.

TEMEDIATION:

Techniques are designed for persons who are already burned out or are rapidly

reaching the end stages of this process.

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Burnout is a logical but avoidable response to prolonged stress. It can be avoided or

relieved by avoiding career ruts, staying physically active, focusing on non-business

relationships, stimulating the intellect, making spiritual discoveries and consciously

improving one’s life-style.

TEMPORARY ESCAPE TECHINQUES:-

Spend time reading those books you’re been promising yourself you’d

read.

Go to the movies.

Listen to good music.

Work it off by exercising.

Avoid striving. Shun the super person urge.

Give in more often.

Create a quiet scene and escape for a while.

Use “not now” buttons.

Plan your work.

Write a letter.

Take an adult education course.

Take a walk.

Talk it out, confide in someone you trust.

Cry.

Take a bubble bath.

Focus on enjoyment.

Avoid making too many big changes at once.

Be realistic.

Tackle one task at a time.

Hit a tennis ball against a wall and work off your anger.

Do something for others.

Go easy with criticism.

Establish a nutritious diet.

EMPLOYEE COUNSELLING:-

INTRODUCTION:

Counseling is a dyadic relationship between two persons: a manager who is

offering help (counselor) and an employee whom such help is given (counselee). It may be 47

formal or informal. Formal counseling is a planned and systematic way of offering help to

subordinates by expert counselors. Informal counseling is concerned with day-to-day

relationships between the manager and his subordinates where help is readily offered

without any formal plan. At this stage it may be useful to differentiate employee

counseling from coaching. For instance, we typically use counseling when a performance

problem arises such as fighting, stealing, unexcused absence etc.

PERFORMANCE COUNSELLING:

Performance counseling involves helping an employee understand his own

performance, find where he stands in relation to others and identify ways to improve his

skills and performance. It focuses, essentially, “on the analysis of performance of the job

and identification of training needs for further improvement”.

FEATURES OF COUNSELLING:

The focus is on developmental, educational, preventive concerns.

Processes such as guidance, classification, suggestion etc., are commonly

employed.

The emphasis is on problem-solving and situational difficulties.

The relationship between the counselor and the counselee is friendly, advisory,

helpful and trustworthy.

The aim is to clear the mind of cob-webs, mental blocks and improve personal

effectiveness.

OBJECTIVES:

Counseling helps a person overcome emotional problems and weaknesses relating

to performance. It aims at developing the counselee fully. It involves the followings.

Help him realize his full potential.

Help him understand his strengths and weaknesses.

Gain insight into his behavior and analyze the dynamics of such behavior.

Help him understand the work environment better.

Provide an empathic climate where he can discuss his tensions, conflicts, concerns

and problems.

Increase his personal and inter-personal effectiveness through prompt feedback

about his behavior.

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Prepare action plans for improving his behavior and performance.

BENEFITS:

Performance counseling takes a positive approach. The underlying philosophy is

quite simple: People can grow and improve their competence and performance with timely

help and proper coaching. ‘An effective counselor – manager is one who helps his

employees to become more aware of their strengths and weaknesses and helps them to

improve further on the strong points and overcome weaknesses’. Counseling, generally

speaking, offers the following benefits to the counselee:

He learns to respond and adjust more positively to people and situations.

He is able to improve his personal effectiveness.

He is able to clear the mind of emotional irritants; overcome his personal

weaknesses and work more effectively.

He feels more relaxed when he is able to share his concerns and problems with a

trusted friend, the counselor who assures confidentiality and extends a helping

hand readily.

THE PROCESS OF COUNSELLING: SEQUENTIAL STEPS:

The counseling process has three phases:

1. Rapport Building.

2. Exploration.

3. Action planning.

RAPPORT BUILDING:

Initially the counselor-manager should level himself with his employee and tune

himself to his orientations. General opening rituals like offering a chair, closing the door

to indicate privacy, asking the secretary not to disturb are all important in demonstrating

the manager’s genuine interest in employee’s problems. The counselor must listen to the

feelings and concerns of the employed carefully and attentively. Leaning forward and eye

contact are important signs of active listening. The employee must feel that he is wanted

and the counselor is interested in him genuinely.

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EXPLORATION:

Besides active listening, the counselor should help the employee find his own

weaknesses and problems through open and exploring questions. He should be encouraged

to open up fully and talk more on the problem. This would enable both parties to uncover

various dimensions of the problem clearly. Once the key issue is identified, it should be

diagnosed thoroughly. Open questions like - why do people pick arguments with you? On

what occasions did you try to get ahead in the race? Who are coming in your way and

why? – may help the employee visualize the problem from different angles. The whole

exercise is meant to generate several alternative causes of problem.

ACTION PLANNING:

Counseling should finally help the employee find alternative ways of resolving a

problem. The list of alternatives could be generated after two or three brain storming

sessions. The merits and limitations of each course of action could also be identified and

the best course of action picked up – keeping the background factors in mind. The

employee should be encouraged to self – monitor the action plan without seeking further

help from the counselor. The counseling sessions could be monitored and reviewed at

regular intervals later on.

Stress is a term in psychology and biology, first coined in the biological context in

the 1930s, which has in more recent decades become commonly used in popular parlance.

It refers to the consequence of the failure of an organism – human or animal – to respond

appropriately to emotional or physical threats, whether actual or imagined.

Signs of stress may be cognitive, emotional, physical or behavioral. Signs include

poor judgment, a general negative outlook excessive worrying, moodiness, irritability,

agitation, inability to relax, feeling lonely, isolated or depressed, aches and pains, diarrhea

or constipation, nausea, dizziness, chest pain, rapid heartbeat, eating too much or not

enough, sleeping too much or not enough, social withdrawal, procrastination or neglect of

responsibilities, increased alcohol, nicotine or drug consumption, and nervous habits such

as pacing about, nail-biting and neck pains

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CHAPTER-4

RESEARCH METHODOLOGY

RESEARCH METHODOLOGY:-

The system of collecting data for research projects is known as research methodology. The data may be collected for either theoretical or practical research for example management research may be strategically conceptualized along with operational planning methods and change management.

According to Redman and Morry: “Research is a systematized effort to gain new knowledge”

According to Francis Rummel:-“Research is a careful inquiry or examination to discover new information or relationships and to extend and to verify existing knowledge”.

NATURE OF RESEARCH:-

Research is a systematic and critical investigation into a phenomenon. It is not a mere compilation, but a purposive investigation; it aims at describing,

interpreting and explaining a phenomenon. It adopts scientific method. It is objective and logical, applying possible tests to validate the measuring tools

and the conclusions reached. It is based upon observable experience or empirical evidence. It emphasizes the development of generalization, principles or theories. The purpose of Research is not to arrive at an answer, which is personally pleasing

to the researcher, but rather one, which will stand up the test of criticism. Research is directed towards findings answers to pertinent questions and solutions

to problems. It is trans-disciplinary in nature

Research Process:

Research process consists of series of actions or steps necessary to effectively carry out research and the desired sequencing of these steps.The steps involved in research process are as follows:

Define research problem Review concepts and theories Review previous research finding Formulate hypothesis Design research (including sample design)

51

Collect data (Execution) Analyze data (Test hypothesis if any) Interpret and report

52

OBJECTIVES ON RESEARCH:-

The purpose of research is to discover answers to questions through the application of scientific procedures. Each specific study has its own purpose but the main objectives of any research are as follows:-

Research Extends Knowledge.Research Unravels the Mysteries of Nature.Research Establishes Generalizations and General Laws.Research Verifies and Tests.General Laws Developed through Research.Research Analyze Inter-relationships.Applied Research Aims at Finding Solutions.It aims to develop Tools, Concepts.Research Aids in Planning.

MOTIVATION IN RESEARCH:-

What makes people to undertake research? This is a question of fundamental importance. The Possible motives for doing research may be either one or more of the following:

1. Desire to get a research degree along with its consequential benefits.2. Desire to face the challenge in solving the unsolved problems, i.e., concern over practical. Problems initiates’ research;3. Desire to get intellectual joy of doing some creative work;4. Desire to be of service to society;5. Desire to get respectability.6. However, this is not an exhaustive list of factors motivating people to undertake research studies.7. Many more factors such as directives of government, employment conditions, curiosity about new8Things, desire to understand causal relationships, social thinking and awakening, and the like may as well motivate (or at times compel) people to perform research operations

TYPES OF RESEARCH:-

Types of research can be classified in many different ways. some major ways of classifying research include the following.

Descriptive versus Analytical Research Applied versus Fundamental Research Qualitative versus Quantitative Research Conceptual versus Empirical Research

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1. Descriptive versus Analytical Research:-

Descriptive research concentrates on finding facts to ascertain the nature of something as it exists. In contrast analytical research is concerned with determining validity of hypothesis based on analysis of facts collected.

2. Applied versus Fundamental Research:-

Applied research is carried out to find answers to practical problems to be solved and as an aid in decision making in different areas including product design, process design and policy making. Fundamental research is carried out as more to satisfy intellectual curiosity, than with the intention of using the research findings for any immediate practical application.

3. Qualitative versus Quantitative Research:-

Quantitative research studies such aspects of the research subject which are not quantifiable, and hence not subject to measurement and quantitative analysis. In contrast quantitative research makes substantial use of measurements and quantitative analysis techniques.

4. Conceptual versus Empirical Research:

Conceptual research is involves investigation of thoughts and ideas and developing new ideas or interpreting the old ones based on logical reasoning. In contrast empirical research is based on firm verifiable data collected by either observation of facts under natural condition or obtained through experimentation.

Some Other Types of Research:-

Exploratory Research.

Historical Research.

Experimental Research.

Ex-post Facto Research.

Research Approaches

The above description of the types of research brings to light the fact that there are two basic approaches to research, viz., quantitative approach and the qualitative approach. The former involves the generation of data in quantitative form which can be subjected to rigorous quantitative analysis in a formal and rigid fashion. This approach can be further sub-classified into inferential, experimental and simulation approaches to research. The purpose of inferential approach to research is to form a data base from which to infer characteristics or relationships of population.

54

This usually means survey research where a sample of population is studied (questioned or observed) to determine its characteristics, and it is then inferred that the population has the same characteristics .Experimental approach is characterized by much greater control over the research environment and in this case some variables are manipulated to observe their effect on other variables. Simulation approach involves the construction of an artificial environment within which relevant information and data can be generated. This permits an observation of the dynamic behavior of a system (or its sub-system) under controlled conditions. The term ‘simulation’ in the context of business and social sciences applications refers to “the operation of a numerical model that represents the structure of dynamic process. Given the values of initial conditions, parameters and exogenous variables, simulation is run to represent the behavior of the process over time.”5 Simulation approach can also be useful in building models for understanding future conditions.

Significance of Research:-

The purpose of research is to inform action.  Thus, your study should seek to contextualize its findings within the larger body of research.  Research must always be high quality in order to produce knowledge that is applicable outside of the research setting with implications that go beyond the group that has participated in the research.  Furthermore, the results of your study should have implications for policy and project implementation.

Research Inculcates Scientific Thinking. Increasing Role of Research. Basis for government Polices. Solving Operational and Planning Problems. Important for Social Scientists.

Data collection methods: The data required for the study has been collected from both primary and secondary sources.

Primary data: Primary data can be collected on the basis of the following methods

Observation method

Interview method

Through questionnaires

Through schedules

Others methods including

- Warranty cards

- Distributor audits

- Pantry audits

- Consumer panels

- Using mechanical devices

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- Depth interviews

- Content analysis

In this project I have collected primary data through interviews and by circulating

questionnaires.

Secondary data:

Secondary data is defined as the data which is already available. The secondary data is

collected by referring the magazines, journals, official websites and many other

publications. It is also collected from the company records and reports updated time to

time.

CHAPTER-556

STUDY OBSERVATIONS

1). How do you overcome stress?

a. By finding solutions

b.By staying calm and focused

c.By Yoga d.By watching a movie to divert attention

e.Spending with family

e.If any other specify

20 29 8 8 24 11

Interpretation:- From above pie chart 20% of people overcome stress by finding solutions,29%by staying calm and focused,8% by yoga,8% by watching a movie,24% by spending time with family and 11% by other reasons. Every employee has adopted various methods to overcome stress like outing with friends and family, listening to classical and devotional music, doing meditation. Some of the employees have adopted all the six methods to overcome stress.

57

2) Do you find unhealthy working conditions in your organization?

a. Very Often b.Often c.Very Rarely d.Rarely e.Never5 19 15 43 18

Interpretation:-From above pie chart 20% of employees very often,19% of employees often,15% of employees very rarely,43% of employees rarely,18% of employees never found unhealthy working conditions in HPCL. Very few employees faced unhealthy working conditions in HPCL, Hygiene methods should be adopted. Refinery employees are more in number compared to other departments facing unhealthy working conditions. Extra care should be taken in refinery.

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3) Do you find leisure time at work?

a. Yes b.No c.Sometimes d.Rarely19 28 41 12

Interpretation:From above pie chart 19% of employees find leisure time at work, 28% of employees could not find any leisure time at work, 41% of employees sometimes find leisure time at work, 12% of employees rarely find leisure time at work. Leisure time is required to bring out better results from employees. Taking fifteen to ten minutes break helps to get relief from Stress.

59

4) Does work put strain on your family relationships?

a. Yes b.No c.Sometimes d.Rarely e.Can’t Say3 36 43 16 2

Interpretation:-About 3% of employees had faced stress if family relationships due to work,36% of employees never faced any stress,43% of employees sometimes faced stress,16% of employees rarely faced stress,2% of employees faced stress in family relations due to work. This has to be controlled by adopting some of the precautionary measures like meditation and yoga. Work should not be carried to home.

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5) Do you feel that there is more work to do then you practically have the ability to do?

a. Yes b.No c.Sometimes d.Rarely e.Can’t say21 25 28 20 6

Interpretation:-About 21% of the employees are facing overload of work,25% of the employees are not facing overload of work, sometimes 28% of employees facing overload of work, rarely 20% of employees are facing overload of work,6% of employees are unable to express whether there facing overload of work or not. Employee should not be forced to do work then they practically have the ability to do.

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6) Do you find yourself getting easily irritated by small problems (OR) by your workers and team?

a. Yes b.No c.Sometimes d.Rarely e.Can’t say12 34 27 26 1

Interpretation:-From above pie chart 12% of the employees agree, 34% of employees do not agree, sometimes 27% of the employees, rarely 26% of employees are easily irritated by small problems or by workers and team in the organization. This is to be controlled by doing yoga and meditation. Coordination should be there between employees.

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7) Do you feel that you are not getting what you want out of your job?

a. Yes b.No c.Sometimes d.Rarely e.Can’t say27 25 32 13 3

Interpretation:-From above pie chart 27% of the employees are satisfied,25% of the employees are not satisfied,32% of the employees sometimes satisfied,13% of the employees are rarely satisfied and getting what they want out of there job,3% of the employee are unable to express whether they are satisfied or not. The employees should be provided with all the facilities.

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8) Spending time with your family reduces stress:

a. Highly agree b.Agree c.Highly Disagree d.Disagree e.Can’t say44 44 4 5 3

Interpretation:-From above pie chart 44% of the employees highly agree,44% of the employees agree,4% of the employees highly disagree,5% of the employees disagree,3% of the employees can’t say spending time with family reduce stress. Spending time with family reduce stress. The employees should be provided with adequate working hours, so that employees can spend quality time with family.

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9) HPCL policies and procedures are stress free:

a. Highly agree b.Agree c.Highly Disagree d.Disagree e.Can’t say6 36 8 30 20

Interpretation:-About 6% of the employees highly agree, 36% of the employees agree, 8% of the employees highly disagree, 30% of the employees disagree, 20% of the employees can’t say HPCL policies are stress free. Some of the employees feel that HPCL policies are stress free and some of them feel HPCL policies are stress oriented. Employee opinions should be taken care so that policies and procedures of HPCL can be improved.

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10) How often HPCL organize stress relief programs:

a. Very Often b.Often c.Very Rarely d.Rarely e.Never9 27 16 40 8

Interpretation:-Above pie chart shows that very often 27% of employees, often 16% of the employees, very rarely 40% of the employees, rarely 8% of the employees, never 9% of the employees feel that HPCL organize stress relief programs. HPCL should often organize stress relief programs.

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11) Do you feel that there are negative changes in your behavior pattern at home caused by work related stress?

a. Very Often b.Often c.Very Rarely d.Rarely e.Never5 19 26 30 20

Interpretation:-From above pie chart very often 5% of the employees, often 19% of the employees, very rarely 26% of the employees, rarely 30% of the employees,20% of the employees never feel that there are negative changes in behavior pattern at home caused by work related stress. Office work and tensions should not be carried to home.

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12) How often do you say the word “I AM BUSY (OR) I AM HAVING HARD TIME” at work place?

a. Very Often b.Often c.Very Rarely d.Rarely e.Never12 23 30 22 13

Interpretation:-From above pie chart very often 12% of the employees, often 23% of the employees, very rarely 30% of the employees, rarely 22% of the employees, never 13% of the employees say the word I am busy or having hard time at work place. Many of the employees feel that they are having hard time at work place. The organization should frequently organize stress related programs.

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13) What do you feel about your career and industry?

a. Flourishing with tremendous opportunities

b.Stagnating c.Declining e.Others

37 35 10 18

Interpretation:-About 37% of the employees felt that flourishing with tremendous opportunities, 35% of the employees felt stagnating, 10% of the employees felt declining, and 18% of the employees have given various reasons about career and industry. This is due to various attitudes and mentalities of the employees.

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14) Do you carry office work to home?

a. Yes b.No c.Sometimes d.Rarely e.Can’t say9 48 26 14 3

Interpretation:-About 9% of the employees carry office work to home,48% of the employees never carry office work to home,26% of the employees sometimes carry office work to home,14% of the employees rarely carry office work to home,3% of the employees can’t say whether they can carry office work to home or not. Employee should be provided with adequate work only.

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15) At the end of the day do you feel physically drained out?

a. Yes b.No c.Sometimes d.Rarely e.Can’t say37 8 39 14 2

Interpretation:-About 37% of the employees agree that,8% of the employees do not agree that,39% of the employees sometimes, rarely 14% of the employees,2% of the employees can’t say, at the end of the day they physical drained out. Maximum employee’s physical drained out at the end of the day. Every day employees should be provided with stress relief programs.

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16) Among the following which is the major cause of stress in your life?

a. Job b.Relationship with spouse c.Conflicts among colleagues d.If any others specify36 3 14 47

Interpretation:-About 36% of the employees felt that job is the cause of stress,3% of the employees relationship with the spouse is the main cause of stress,14% of the employees conflicts among colleagues,47% of the employees gave other reasons for the major cause of stress in life.

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17) How would you describe your life in general?

a. Interesting b.Challenging c.Miserable d.Worst48 47 5 0

Interpretation:-About 48% of the employees interesting, 47% of the employees challenging, 5% of the employees miserable, 0% of the employees worst, decribed there life in general. This is due to various attitudes and mentalities. Employees should be provided with special meditation classes to overcome stress in life.

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18) Mode of relief from work stress?

a. A cup of tea/coffee

b.Snacks c.Interaction with colleagues d.If any other specify

25 9 40 26

Interpretation:-About 25% of the employees a cup of tea/coffe, 9% of the employees snacks, 40% of the employees interaction with colleagues, 26 of the employees with other reasons, mode of relief from work stress. Some of the employees overcome stress by listening to music, watching a movie.

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19) Do you get stress at work place? Yes/No

a. Work Overload b.Communication gap

c.Personal factors d.If any other specify

33 17 8 42

Interpretation:-From above pie chart work overload 33% of the employees, communication gap 17% of the employees, personal factors 8% of the employees, other reasons 42% of the employees, get stress at work place.

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20) Programs that could be adapted to manage stress?

a.Employee counseling

b.Work group

c.Health clubs

d.Effective training and development program

e.Transport subsidiary

f.All the above

g.Others

9 3 19 13 10 41 5

Interpretation:-From above pie chart employee counseling 9% of the employees, work group 3% of the employees, health clubs 19% of the employees, effective training and development program 13% of the employees, transport subsidiary 10% of the employees, all the above 41% of the employees, other reasons 5% of the employees, Programs that could be adopted to manage stress. Every employee has different opinion all the opinions should be respected and should be implemented.

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FINDINGS

1. Most of the employees feel that due to unhealthy working conditions they get stressed. This is because hygiene needs are not met in case of refinery and surroundings. The HPCL needs to take measures so that hygiene needs are accomplished and employees are not de-motivated.

2. Most of the employees feel that the planning at work causes no stress. This can be attributed to proper planning and control measures taken by HPCL

3. Most of the employees feel that the work load causes stress. This is a negative indication.

4. Most of the employees feel that the inadequate authority causes no stress while some are not able to recognize its impact. Being a public sector organization, in HPCL, the authority is delegated as per rules.

5. Most of the employees feel that the Decision making causes no stress. Since planning is good and support is adequate the employees feel little or no stress about decision making.

6. Most of the employees feel that the Career Advancement causes stress. Being a public sector organization reward system and promotion system is based on seniority. HPCL does not follow seniority based promotion system. This leads to stress. I recommend HPCL to follow a performance based reward system.

7. Most of the employees in HPCL feel that they have enough time for personal work. This is because employee timings are fixed and have adequate time for personal work.

8. Most of the employees feel that the Non cooperation by subordinates & superiors causes stress. This may be related to improper relations developed between the employees. I recommend that employee co-ordination should be developed so that performance can be improved.

9. Most of the employees feel that the No Recognition for hard work causes stress.

10. Most of the employees feel that the Organizational change causes no stress. This can be attributed to the cultural values and effective change management techniques of HPCL.

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11. There is an equal response from the employees of being blamed for failures cause stress. I recommend strong standards being establish to judge the performance.

12. Most of the employees feel that the inadequate time causes no stress. This is due to appropriate time management techniques followed by HPCL.

13. Most of the employees feel that Lack of proper communication causes stress. This is due to communication gap prevailing in them. I recommend that the employees should communicate freely and eliminate noise in communication.

14. Most of the employees feel that the too many tasks cause stress.

15. Most of the employees watch movies or spend time on other activities. This is because they feel diverting from work reduces stress.

16. Most of the employees do not carry work home. This is a good sign because they will not affect their family members which might lead to family quarrels and disrupt their work environment.

17. Most of the employees do perform yoga. This is because according to Japanese yoga relieves stress even in Indian systems yoga is placed high.

SUGGESTIONS78

1. The employee co-ordination should be developed so that performance of the employees will be improved.

2. Strong standards should be established to judge the performance of the employees. To avoid blaming of employees for failures.

3. Strong reward system should be followed by HPCL.To motivate employees for better results.

4. The HPCL needs to take measures so that hygiene needs are accomplished and employees are not de-motivated.

5. Proper planning and control measures should be taken by HPCL to control stress.

6. Health awareness programs should be conducted. So that employees can maintain good health.

7. Employees should play sports and should go for morning walks to make them mentally and physically fit.

8. Workload should be reduced. This reduces stress.

9. Co-operation between subordinates and superiors should be improved. This avoids improper relations between employees.

10. Recognition for hard work is required. Superiors need to identify the hard work done by sub-ordinates to motivate them.

11. Employees should communicate freely and eliminate noise in communication.

12. HPCL should frequently organize STRESS RELIEF programs.

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BIBILIOGRAPHY

1. BOOK:

a) HUMAN RESOURCE MANAGEMENT –Mc Graw-Hill

b) HUMAN RESOURCE MANAGEMENT – Aswathappa

c) HUMAN RESOURCE MANAGEMENT – P. Subba Rao

2. INFORMATION:

VARIOUS INFORMATION COLLECTED FROM H.R AND

OTHER DEPARTMENTS

i. www.google.com

ii. Hindustan Petroleum Corporation limited web site.

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