Descripción de los parámetros fonético-acústico y autopercepción vocal de telefonistas en la región Metropolitana de Chile
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Fecha
2013
Profesor/a Guía
Facultad/escuela
Idioma
es
Título de la revista
ISSN de la revista
Título del volumen
Editor
Universidad Andrés Bello
Nombre de Curso
Licencia CC
Licencia CC
Resumen
Los callcenters son un espacio laboral que se ha desarrollado ampliamente en
el presente siglo y con ello el rubro de los telefonistas se encuentra en aumento. Sin
embargo, la rapidez con que éstos se han instaurado dentro de nuestra sociedad, no
ha permitido una valoración adecuada de las posibles consecuencias que tiene el
uso de la voz durante las horas que comprende una jornada laboral.
El presente estudio, consistió en describir y establecer una relación de los
parámetros fonético-acústicos (frecuencia fundamental, Jitter, Shimmer y relación
ruido/armónico) y autopercepción vocal en telefonistas de la Región Metropolitana de
Chile, utilizando los instrumentos Multidimensional Voice Program (MDVP) e Índice
de Incapacidad Vocal (VHI). La muestra de este estudio estuvo compuesta por 56
sujetos, de los cuales 14 eran hombres y las 42 restantes, mujeres, que se
desempeñan al año 2013 como telefonistas dentro de uno de los cuatro callcenters
seleccionados y que pertenecen a la Región Metropolitana de Chile.
En cuanto a los resultados del MDVP, se pudo evidenciar que la utilización de
esta herramienta fue eficiente en la entrega de los resultados. Respecto de las
diferencias encontradas entre el MDVP y VHI como instrumentos de evaluación
simultáneos, se demuestran que todavía ningún parámetro objetivo puede
considerarse como factor pronóstico definitivo en la evaluación de los pacientes y
que las sensaciones acerca de su problema vocal no pueden valorarse mediante
medidas objetivas.Se evidencia la alteración vocal objetiva presente en el 41 % de la
muestra y se observa una tendencia a presentar primordialmente solo un parámetro
alterado, siendo principalmente Jitter o FO, lo que se registra en un 30%
aproximadamente. Respecto a la autopercepción vocal, se obtuvo que el 89% de
ellos distinguen una alteración leve en su voz y tan solo un 10% alude a un daño
moderado. No se evidenció correlación significativa entre los parámetros fonéticoacústicos
y la autopercepción vocal de los telefonistas de la Región Metropolitana.
The callcenters are a working place with a significant development during the present century and with it, the function of the telephone operators is growing. However, the fast introduction of them into our society, hasn't allow a proper appreciation of the impact that have the use of the voice during the hours of a working day. The present study consist in the description and stablish a relationship between the phonetic-acoustic parameters (fundamental frequency, Jitter, Shimmer and the relationship noise/harmonic) and the vocal self-perception on telephone operators of Chile's RegiónMetropolitana, using the Multidimensional Voice Program (MDVP) and the Vocal Handicap lndex (VHI) instruments. The sampling of this study was composed by 56 subjects, of which 14 were men and the 42 remaining were women, who work at the year 2013 as telephone operators inside tour selected callcenters of Chile's RegiónMetropolitana. As soon as the results of the MDVP, it was evidenced that the utilization of this tool was efficient at the results development. Respect the differences found between the MDVP and the VHI as evaluation instruments, evidence that no objective parameter can be considerad as an optimal prognostic factor on the patient evaluations and their feelings about own vocal problems can't be assessed by objective measures. Is Evidenced the objective vocal disturbance present in the 41 % of the sample and is observad a tendency to present primarily only one altered parameter, being mainly Jitter or FO, which is registered by a 30%, approximately. Respect the vocal self perception, was obtained that the 89% of them distinguishes a slight alteration on their voice and only the 10% a moderated harm. lt not was evidenced a significativa correlation between the phonetic-acoustic parameters and the vocal self-perception of telephone operators of the RegiónMetropolitana.
The callcenters are a working place with a significant development during the present century and with it, the function of the telephone operators is growing. However, the fast introduction of them into our society, hasn't allow a proper appreciation of the impact that have the use of the voice during the hours of a working day. The present study consist in the description and stablish a relationship between the phonetic-acoustic parameters (fundamental frequency, Jitter, Shimmer and the relationship noise/harmonic) and the vocal self-perception on telephone operators of Chile's RegiónMetropolitana, using the Multidimensional Voice Program (MDVP) and the Vocal Handicap lndex (VHI) instruments. The sampling of this study was composed by 56 subjects, of which 14 were men and the 42 remaining were women, who work at the year 2013 as telephone operators inside tour selected callcenters of Chile's RegiónMetropolitana. As soon as the results of the MDVP, it was evidenced that the utilization of this tool was efficient at the results development. Respect the differences found between the MDVP and the VHI as evaluation instruments, evidence that no objective parameter can be considerad as an optimal prognostic factor on the patient evaluations and their feelings about own vocal problems can't be assessed by objective measures. Is Evidenced the objective vocal disturbance present in the 41 % of the sample and is observad a tendency to present primarily only one altered parameter, being mainly Jitter or FO, which is registered by a 30%, approximately. Respect the vocal self perception, was obtained that the 89% of them distinguishes a slight alteration on their voice and only the 10% a moderated harm. lt not was evidenced a significativa correlation between the phonetic-acoustic parameters and the vocal self-perception of telephone operators of the RegiónMetropolitana.
Notas
Tesis (Fonoaudiología)
Palabras clave
Fonación, Alteración Vocal Objetiva, Investigaciones, Región Metropolitana, Chile