The diary of a service advisor - Fostering work from the perspective of employee well-being
Aalto, Mira (2025)
2025
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2025061122521
https://urn.fi/URN:NBN:fi:amk-2025061122521
Tiivistelmä
The diary of a service advisor examines professional development over the course of eight weeks. Employee well-being, positive psychology, and self-leadership are identified as the main themes in the thesis, which are studied through three different objectives. The aim is to monitor and assess own work well-being and how it can be fostered. Additionally, the objective is to develop the skills needed in the position a service advisor through the means of self-leadership
The diary consists of a description of the initial situation, observation weeks, and discussion. In the description of the initial situation, analysis the current work, stakeholders and interaction situations are described. During the observation weeks, work tasks are analyzed through predefined themes of work organization, work environment, stress management, development of customer encounters, job satisfaction, work engagement and job crafting. In the beginning of the process, the theme of the fifth observation week was left open with no predefined theme. During the process the concept of a development discussion was selected as the topic of the week, based on its topicality in the work week. The observation weeks are situated between the 31st of March and 23rd of May 2025.
During the observation weeks, factors that challenge and promote work well-being were identified. Additionally, tools for developing work well-being were discovered. The significance of positive emotions and self-leadership in fostering professional growth and well-being was learned. Additionally, the importance of the role of the employee in developing their work well-being was recognized.
As a result of the diary process, concrete methods and tools were learned to promote development in professional growth and well-being. The observations and theory can be utilized in the future in developing towards the competence level of an experienced expert. Additionally, the leanings of the diary week can help to promote well-being on an individual and organizational level in the work community.
The diary consists of a description of the initial situation, observation weeks, and discussion. In the description of the initial situation, analysis the current work, stakeholders and interaction situations are described. During the observation weeks, work tasks are analyzed through predefined themes of work organization, work environment, stress management, development of customer encounters, job satisfaction, work engagement and job crafting. In the beginning of the process, the theme of the fifth observation week was left open with no predefined theme. During the process the concept of a development discussion was selected as the topic of the week, based on its topicality in the work week. The observation weeks are situated between the 31st of March and 23rd of May 2025.
During the observation weeks, factors that challenge and promote work well-being were identified. Additionally, tools for developing work well-being were discovered. The significance of positive emotions and self-leadership in fostering professional growth and well-being was learned. Additionally, the importance of the role of the employee in developing their work well-being was recognized.
As a result of the diary process, concrete methods and tools were learned to promote development in professional growth and well-being. The observations and theory can be utilized in the future in developing towards the competence level of an experienced expert. Additionally, the leanings of the diary week can help to promote well-being on an individual and organizational level in the work community.