HIDDEN OVERLOAD AND EMOTIONAL HEALTH AT RISK: A PSYCHOSOCIAL ANALYSIS OF WORK IN A RETAIL STORE

Abstract

This study aimed to analyze, through systematic observation, the organizational environment of a clothing store characterized by a high volume of customers, a wide variety of products, and a high intensity of work. The observations, conducted over four days, encompassed structural, communicational, relational, and operational aspects of the work context. The analysis was based on classic authors in Organizational and Work Psychology, such as Dejours, Karasek, Maslach, and Chiavenato, allowing for an understanding of how working conditions, communication, and management influence well-being and occupational health. The findings reveal disorganization of the physical space, lack of standardization, communication failures, and work overload, expressed by long hours, accumulated demands, and signs of emotional burnout. Despite the care shown by management, the intense pace and structural limitations negatively affect the quality of life of the workers. It is concluded that the reorganization of internal processes, combined with more effective communication practices, is fundamental for building a healthier and more functional work environment.