## 4 Case Study  
### Problem Setting  
As stated before, airports can be highly stressful environments for operators, subjecting them to significant stress risks. An analysis of the frontline area of an Italian airport focuses on identifying and understanding a set of twelve main OSRs that may likely affect frontline workers. To gain deeper insights into the complex relationships linking these OSRs, an FCM was built on the set of the main stressful elements identified in the literature. These elements are summarized in Table 1, along with their citations and potential risk management measures. The described measures have been elaborated for each OSR during a brainstorming session led by the responsible for the safety and security system of theairport, who also contributed to providing the linguistic evaluations supplied in the input matrix (Table 2). \begin{table}
\begin{tabular}{p{142.3 pt} p{142.3 pt}} \hline \hline
**OSR** & **Measure** \\ \hline OSR1. High workload and demanding schedules leading to increased stress levels [45]. & \(\bullet\) M1.1. Workload management: implement efficient workload distribution and scheduling practices to prevent excessive work pressure on employees. \\ \(\bullet\) M1.2. Task automation: automate repetitive tasks to reduce employee burden and enhance efficiency. & \(\bullet\) M2.1. Flexible scheduling: implement flexible work schedules to alleviate time pressure and allow for better task management. \\ \(\bullet\) M2.2. Priority-based task allocation: prioritize tasks based on urgency and importance to reduce unnecessary time pressure. \\ \(\bullet\) M2.3. Resource optimization: invest in efficient resource allocation and technology to streamline operations and meet deadlines without excessive pressure on employees. \\ \hline OSR3. Balancing multiple tasks simultaneously, causing work overload and time constraints [47]. & \(\bullet\) M3.1. Task prioritization: establish clear priorities to ensure essential activities are addressed first, reducing time pressure. \\ \(\bullet\) M3.2. Workflow streamlining: implement efficient automation to handle multiple tasks seamlessly and reduce work overload. \\ \hline OSR4. Dealing with difficult or upset passengers, leading to emotional stress [48]. & \(\bullet\) M4.1. Conflict resolution training: provide airport staff with training in conflict resolution and customer service skills to better handle difficult passengers. \\ \(\bullet\) M4.2. Support resources: establish support mechanisms or counseling services to help employees cope with the emotional toll of dealing with upset passengers. \\ \(\bullet\) M4.3. Clear protocols: develop protocols for handling challenging passenger situations, ensuring employees know how to respond effectively and reducing stress. \\ \hline OSR5. Managing conflicts and resolving disputes between passengers [48]. & \(\bullet\) M5.1. Communication guidelines: develop clear communication guidelines for staff to de-escalate conflicts and resolve disputes peacefully. \\ \(\bullet\) M5.2. Conflict mediation training: provide staff with training to handle passenger disputes more effectively. \\ \(\bullet\) M5.3. Designated mediation points: create designated areas within the airport for conflict resolution staffed by trained mediators. \\ \(\bullet\) M5.4. Surveillance and security: enhance surveillance and security measures to deter and address potentially disruptive behavior, reducing conflicts. \\ \hline OSR6. Maintaining friendly and professional conduct while handling complaints [48]. & \(\bullet\) M6.1. Feedback mechanisms: establish feedback channels for employees to report issues and seek guidance, reducing uncertainty-related stress. \\ \(\bullet\) M6.2. Supportive work environment: Foster a supportive workplace culture that encourages open communication and provides resources for stress management. \\ \hline OSR7. Irregular and rotating shifts disrupting sleep patterns and causing fatigue [49]. & \(\bullet\) M7.1.