BUS151 People BUS151 People SkillsSkills

Chapter Chapter 1010

ManaginManaging g

Your Your StressStress

Stress ResearchStress Research

Stress has been linked to all of the Stress has been linked to all of the leading causes of death, including:leading causes of death, including:– Heart diseaseHeart disease– CancerCancer– Lung ailmentsLung ailments– AccidentsAccidents– SuicideSuicide

Dealing with stress is a major health-Dealing with stress is a major health-related issue today.related issue today.

Stress is America’s #1 health problem.Stress is America’s #1 health problem.

Stress ResearchStress Research

43 percent of adults suffer 43 percent of adults suffer adverse health effects due to adverse health effects due to stress.stress.

75-90 percent of the visits to 75-90 percent of the visits to primary care physicians are primary care physicians are due to stress.due to stress.

1 million estimated workers are 1 million estimated workers are absent on an average workday absent on an average workday because of stress-related because of stress-related complaints. complaints.

60 percent of employee 60 percent of employee absences were due to absences were due to psychological problems such as psychological problems such as stress.stress.

Job stress is estimated to Job stress is estimated to cost U.S. industry $300 cost U.S. industry $300 billion annually, as billion annually, as measured by absenteeism, measured by absenteeism, diminished productivity, diminished productivity, employee turnover, and employee turnover, and medical, legal, and medical, legal, and insurance fees.insurance fees.

Workplace violence is Workplace violence is rampant. Almost 2 million rampant. Almost 2 million cases of homicide, cases of homicide, aggravated assault, rape, or aggravated assault, rape, or sexual assaults are reported sexual assaults are reported each year.each year.

What is Job Stress?What is Job Stress?

Defined as the harmful physical and emotional Defined as the harmful physical and emotional responses that occur when the requirements of a job responses that occur when the requirements of a job do not match the capabilities, resources, or needs of do not match the capabilities, resources, or needs of the worker.the worker.

Bad stress (Bad stress (distressdistress):):

– Causes problems in dealing Causes problems in dealing

with customers and otherwith customers and other

people.people.

– Reduces your effectiveness.Reduces your effectiveness.

– Dampens your motivation.Dampens your motivation.

– Makes your life miserable.Makes your life miserable.

Eustress (good stress)Eustress (good stress)

You would experience You would experience eustresseustress if you set a if you set a goal for yourself and achieved that goal.goal for yourself and achieved that goal.

You may go through theYou may go through thesame psychological stagessame psychological stagesthat you would for negative situations, but at that you would for negative situations, but at the end, when you reach yourthe end, when you reach yourgoal, you have a sense ofgoal, you have a sense ofaccomplishment and aaccomplishment and afeeling of exhilaration.feeling of exhilaration.

Fight or Flight SyndromeFight or Flight Syndrome

When your brain recognizes or When your brain recognizes or perceives danger or stress, it perceives danger or stress, it triggers a chain reaction of triggers a chain reaction of events, starting with the release events, starting with the release of chemicals (of chemicals (adrenalineadrenaline) into ) into the nervous system.the nervous system.

Your heart starts beating faster, Your heart starts beating faster, sending more blood throughout sending more blood throughout the body.the body.

Your breathing accelerates so Your breathing accelerates so that you take in more oxygen that you take in more oxygen so that you are ready to deal so that you are ready to deal with the situation (with the situation (fightfight) or ) or perhaps to leave the area perhaps to leave the area ((flightflight).).

In the customer service environment, In the customer service environment, increased levels of adrenaline can be increased levels of adrenaline can be

helpful in solving customer problems, or it helpful in solving customer problems, or it can cause problems if you lose control.can cause problems if you lose control.

On the On the positivepositive side, getting excited about a project can side, getting excited about a project can work in your favor.work in your favor.This is especially true when deadlines are tight for This is especially true when deadlines are tight for extended periods.extended periods.

On the On the negativenegative side, increased levels of side, increased levels of adrenaline can create problems in maintaining the adrenaline can create problems in maintaining the customer-provider relationship.customer-provider relationship.It may lead you to react inappropriately (fight).It may lead you to react inappropriately (fight).In such instances, you must remain professional In such instances, you must remain professional and maintain control.and maintain control.You may need to excuse yourself and seek a supervisor You may need to excuse yourself and seek a supervisor or someone else to handle the situation flight).or someone else to handle the situation flight).

The speed at which customers expectThe speed at which customers expectproduct and service delivery in theproduct and service delivery in the2121stst century will likely increase. century will likely increase.

Current systems efficiency is causing customers to keep Current systems efficiency is causing customers to keep demanding faster service. Some of the things that fuel demanding faster service. Some of the things that fuel such expectations are:such expectations are:

• Instantaneous access to information via the InternetInstantaneous access to information via the Internet• ATM banking.ATM banking.• Microwave ovens.Microwave ovens.• Supermarkets that include multiple services (banking, Supermarkets that include multiple services (banking,

pharmacies, hair styling, manicure/pedicure services, etc.)pharmacies, hair styling, manicure/pedicure services, etc.)• Fax machines.Fax machines.• One-hour photo processing.One-hour photo processing.• Convenient stores open 24 hours a day.Convenient stores open 24 hours a day.• Beepers, cell phonesBeepers, cell phones• Drive-through an drive-in services such as laundry, dry Drive-through an drive-in services such as laundry, dry

cleaning.cleaning.• Electronic IRS filingElectronic IRS filing

Recognizing StressRecognizing Stress

Inability to focus or Inability to focus or concentrate on a concentrate on a customer problem or customer problem or workplace situation.workplace situation.

Irritability in dealing Irritability in dealing with others in the with others in the workplace.workplace.

Excessive fatigue Excessive fatigue which prevents you which prevents you from operating at full from operating at full potential.potential.

Intestinal irritation Intestinal irritation that can affect your that can affect your appetite or cause you appetite or cause you to be absent from to be absent from work.work.

Tardiness or Tardiness or absenteeism because absenteeism because of physical symptoms of physical symptoms or the need to catch or the need to catch up on sleep.up on sleep.

Being argumentative Being argumentative or aggressiveor aggressive

Recognizing StressRecognizing Stress

Nail biting or other Nail biting or other nervous habits, such as nervous habits, such as playing with hair, playing with hair, tapping object or foot, tapping object or foot, wringing hands.wringing hands.

Poor attitude, which Poor attitude, which manifests itself in manifests itself in phrases like phrases like “Whatever,” or “Tell “Whatever,” or “Tell someone who cares.”someone who cares.”

Bingeing on food, Bingeing on food, alcohol, or tobacco.alcohol, or tobacco.

Feelings of Feelings of depression, crying depression, crying spells, or feeling spells, or feeling uselessness and uselessness and being being underappreciated.underappreciated.

Pains in the stomach Pains in the stomach or head, neck, or or head, neck, or muscle pains, rapid muscle pains, rapid pulse, high blood pulse, high blood pressure, or irregular pressure, or irregular menstrual cycles.menstrual cycles.

Environmental Factors Environmental Factors PEOPLEPEOPLE

Physical factors Physical factors such as such as noise, odors, bright or dim noise, odors, bright or dim lighting, and heat or cold lighting, and heat or cold might affect you more might affect you more than they affect others.than they affect others.

Occupational hazards Occupational hazards that cause you to be that cause you to be concerned about safety, concerned about safety, such as dangerous people such as dangerous people or situations, heavy or situations, heavy equipment, flammable equipment, flammable caustic, etc.caustic, etc.

Nonergonomic Nonergonomic situations situations in which in which chairs, tables, computer chairs, tables, computer equipment, and other equipment, and other tools do not conform with tools do not conform with industry standards related industry standards related to employee protection, to employee protection, comfort, and safety.comfort, and safety.

Organizational Organizational elements elements such as such as changes in structure, changes in structure, technology, etc.technology, etc.

Environmental Factors Environmental Factors JOB FACTORSJOB FACTORS

Job structures Job structures that that require you to work various require you to work various shifts or overtime.shifts or overtime.

Job insecurityJob insecurity often due often due to lack of adequate and to lack of adequate and effective communication effective communication from upper management.from upper management.

Unreasonable goals Unreasonable goals in in evaluating job performance evaluating job performance leading to low morale, leading to low morale, resentment, frustration.resentment, frustration.

Limited authority Limited authority to to make decisions or assist make decisions or assist customers.customers.

Conflicting demands Conflicting demands may cause you not to may cause you not to be able to achieve the be able to achieve the degree of success that degree of success that you desire.you desire.

Repetitive tasks Repetitive tasks that that require little or no require little or no opportunity for opportunity for initiative or change in initiative or change in routine.routine.

Limited Limited opportunities opportunities for for advancement which advancement which dampen desire to dampen desire to excel.excel.

Environmental Factors Environmental Factors PERSONAL FACTORSPERSONAL FACTORS

RelationshipsRelationships Physical condition and Physical condition and

nutritionnutrition Inability to solve problemsInability to solve problems Chemical useChemical use Financial problemsFinancial problems Lack of “alone” timeLack of “alone” time OverworkingOverworking

Avoiding Stress Through Avoiding Stress Through Effective CommunicationEffective Communication

Effective Effective communication communication

techniques such as such as politeness, being politeness, being assertive rather assertive rather than aggressive, than aggressive, and expressing and expressing

your feelings are a your feelings are a few ways that you few ways that you can avoid stress.can avoid stress.

Maintaining Your SanityMaintaining Your Sanity

Stay calm and smile.Stay calm and smile. Manage time effectively.Manage time effectively. Avoid procrastination.Avoid procrastination. Prioritize tasks.Prioritize tasks. Set realistic goals.Set realistic goals. Take frequent breaks.Take frequent breaks. Exercise regularly.Exercise regularly. Eliminate vagueness.Eliminate vagueness. Reduce personal tension.Reduce personal tension. Use positive self-talk.Use positive self-talk. Vary your activities.Vary your activities. Get more sleep.Get more sleep. Find a hobby.Find a hobby.

Maintaining your Maintaining your sanity means that sanity means that you take active and you take active and positive steps to positive steps to reduce your stressful reduce your stressful situations.situations.

Managing your time Managing your time effectively, setting effectively, setting realistic goals, and realistic goals, and taking frequent taking frequent breaks are a few breaks are a few steps that can help.steps that can help.

Workplace ViolenceWorkplace Violence

Changes in the workplaceChanges in the workplaceSubstance abuseSubstance abuseShifting values and beliefsShifting values and beliefsViolence on TV and din the Violence on TV and din the moviesmoviesGeneral trend to lash out at General trend to lash out at others in the others in the form of verbal form of verbal or physical or physical assault.assault.

The retail trade and The retail trade and service industries service industries account for 56% of the account for 56% of the workplace homicides, workplace homicides, and 85% of nonfatal and 85% of nonfatal workplace assaults.workplace assaults.

Statistically , persons Statistically , persons in greatest potential in greatest potential peril are employees peril are employees whose jobs involve whose jobs involve routine public contact.routine public contact.

General Characteristics of General Characteristics of Potential OffendersPotential Offenders

White male between 35-45 years of age.White male between 35-45 years of age. History of job changes.History of job changes. Takes constructive criticism and feedback poorly.Takes constructive criticism and feedback poorly. Is interested in weapons and firearms.Is interested in weapons and firearms. Identifies with or talks about violence.Identifies with or talks about violence. Is a loner who has few friends; Is a loner who has few friends;

little family contact.little family contact. Fails to take responsibility or blameFails to take responsibility or blame

when errors occur.when errors occur. May use drugs and/or alcohol.May use drugs and/or alcohol. Depression or threatening behavior.Depression or threatening behavior.