Intervenção online de mindfulness no ambiente de trabalho efeitos sobre o estresse e a qualidade de vida de operadores de telemarketing

Abstract

Stress brings a range of maladaptive consequences to well-being. It stands out as one of the major risk factors for workers' health, leading to pathologies that harm both the body and the mind, significantly compromising quality of life. The practice of mindfulness is understood as an important therapeutic tool for stress reduction, through the observation of experiences as they occur, prioritizing the present moment. The present study aimed to investigate the therapeutic effects of online mindfulness interventions on stress levels and well-being among telemarketing operators. To achieve this, three studies were conducted. The first, in the format of a literature review, intended to introduce the topic with key concepts and themes that support the research. The second, in the format of a mediation article, aimed to explore how the mindfulness trait could play a significant mediating role in the relationship between psychological quality of life and stress levels among call center professionals. And finally, the third article, structured as a randomized clinical trial, sought to evaluate the impact of an online mindfulness intervention on stress levels and quality of life among telemarketing operators. Specifically regarding the studies developed through online data collection and quantitative analysis procedures, two groups were studied: an experimental group (Group A) and a waitlist control group (Group B). The experimental group received an intervention consisting of four asynchronous video sessions containing mindfulness practices, each approximately 20 minutes long, with one video sent per week over four weeks. Participants also received audio recordings and illustrative and theoretical booklets designed to offer further support for the mindfulness practices. The waitlist control group likewise received the same videos, recordings, and booklets. However, unlike Group A, which completed the post-intervention and follow-up questionnaires after the intervention, Group B completed the post-intervention and follow-up assessments before receiving the intervention protocol. Five instruments were selected for data collection: (i) a sociodemographic questionnaire; (ii) the Depression, Anxiety, and Stress Scale (DASS-21); (iii) the Five Facet Mindfulness Questionnaire (FFMQ-BR); (iv) the SelfCompassion Scale (SCS-BR); and (v) the World Health Organization Quality of Life Scale (WHOQOL-BREF). Instruments were applied at three distinct moments: pre-intervention, postintervention, and four-week follow-up. The study was conducted in accordance with the ethical principles outlined in Resolution n. 466/2012. For data analysis, descriptive and inferential statistics were calculated using the SPSS software. An intention-to-treat analysis was performed. Overall, the three articles indicated that mindfulness practices contribute to stress reduction among telemarketing operators.