Sleep and Dream Patterns of Graveyard Shifter Call Center Agents in Relation to Stress Coping Mechanisms

The study focused on investigating the sleep and dream patterns of graveyard shifter call center agents in relation to stress coping mechanisms. The study used a qualitative and a quantitative research design, specifically utilizing descriptive and content analysis wherein a survey questionnaire, interview protocol, and dream journal were administered to get the respondents’ dream patterns and its possible relationship with their stress coping mechanisms. The study was conducted in Lucena City, specifically in Brgy. Gulang-Gulang where Data Alps was located - the call center where the study obtained its respondents. There was a total of 30 randomly selected out-bound graveyard shift call center agents who took part in the study. Frequency and weighted mean were used in the statistical analysis while thematic approach was used in analytical framework. Analysis of the results revealed that the call center has predominantly female agents. Most of the respondents belonged to the age bracket of 24 to 26 years old. Most of them were working in a call center for over a year. All of them had the same shift. Majority of the respondents’ bed time were from 11 am – 1 pm. Most of them fall asleep within 5 minutes to an hour. Almost half of them stated that they wake up around 5 pm to 7 pm. Majority sleep for 6 - 10 hours on average. The mentioned stressors rarely affect their work performance. The perceived emotional stresses stated were rarely felt by them. The physical stresses cited, although evident, were rarely experienced as well. The respondents act occasionally according to the stated stresses therefore indicating that their reaction to stress will vary depending on the severity of the situation. Graveyard call center agents cope with stress in such ways: problem-focused, emotion-focused, avoidant coping and emotional insulation. Their habitual activities when stressed were smoking, working, reading, and resting. They do such strategies to cope with stress because of compensation, diversion and relaxation. The study confirms that most dreams were related to the person’s interpersonal relationship (work, family and friends). Their social life was greatly affected perhaps due to the fact that their shift was graveyard. They were not able to catch up with the people around them, their work stress were not communicated well thereby making it difficult for them to release their emotions more so displacing it to something else rather than dealing with it. Also, most of it were past life events that was triggered by present anxieties and conflicts. The classification of graveyard call center agents’ dreams were resolving conflict, releasing mental tension and compensating for things lacking in waking life (as discussed by Sigmund Freud). Most of them were having recurrent dreams. Some of the respondents used dreams as a tool to resolve problems in waking life. While the rest of them regarded dreams as a non-major component of life. Overall, their dreams had an effect on their everyday life and work performance.