BUS151 People Skills
Chapter
10
Managing
Your
Stress
Stress Research
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Stress has been linked to all of the leading
causes of death, including:
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Heart disease
Cancer
Lung ailments
Accidents
Suicide
Dealing with stress is a major health-related
issue today.
Stress is America’s #1 health problem.
Stress Research
 43
percent of adults suffer
adverse health effects due to
stress.
 75-90
percent of the visits to
primary care physicians are
due to stress.
1
million estimated workers are
absent on an average workday
because of stress-related
complaints.
 60
percent of employee
absences were due to
psychological problems such as
stress.
 Job
stress is estimated to
cost U.S. industry $300
billion annually, as
measured by absenteeism,
diminished productivity,
employee turnover, and
medical, legal, and
insurance fees.
 Workplace
violence is
rampant. Almost 2 million
cases of homicide,
aggravated assault, rape, or
sexual assaults are reported
each year.
What is Job Stress?
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Defined as the harmful physical and emotional responses
that occur when the requirements of a job do not match
the capabilities, resources, or needs of the worker.
Bad stress (distress):
– Causes problems in dealing
with customers and other
people.
– Reduces your effectiveness.
– Dampens your motivation.
– Makes your life miserable.
Eustress (good stress)
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You would experience eustress if you set a goal for
yourself and achieved that goal.
You may go through the
same psychological stages
that you would for negative situations, but at the
end, when you reach your
goal, you have a sense of
accomplishment and a
feeling of exhilaration.
Fight or Flight Syndrome
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When your brain recognizes or
perceives danger or stress, it
triggers a chain reaction of
events, starting with the release
of chemicals (adrenaline) into
the nervous system.
Your heart starts beating faster,
sending more blood throughout
the body.
Your breathing accelerates so
that you take in more oxygen
so that you are ready to deal
with the situation (fight) or
perhaps to leave the area
(flight).
In the customer service environment, increased
levels of adrenaline can be helpful in solving
customer problems, or it can cause problems if
you lose control.
On the positive side, getting excited about a project can work in
your favor.
 This is especially true when deadlines are tight for extended
periods.
On the negative side, increased levels of
adrenaline can create problems in maintaining the
customer-provider relationship.
 It may lead you to react inappropriately (fight).
 In such instances, you must remain professional
and maintain control.
 You may need to excuse yourself and seek a supervisor or
someone else to handle the situation flight).
The speed at which customers expect
product and service delivery in the
21st century will likely increase.
Current systems efficiency is causing customers to keep
demanding faster service. Some of the things that fuel such
expectations are:
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Instantaneous access to information via the Internet
ATM banking.
Microwave ovens.
Supermarkets that include multiple services (banking, pharmacies,
hair styling, manicure/pedicure services, etc.)
Fax machines.
One-hour photo processing.
Convenient stores open 24 hours a day.
Beepers, cell phones
Drive-through an drive-in services such as laundry, dry cleaning.
Electronic IRS filing
Recognizing Stress
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Inability to focus or
concentrate on a
customer problem or
workplace situation.
Irritability in dealing
with others in the
workplace.
Excessive fatigue
which prevents you
from operating at full
potential.
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Intestinal irritation that
can affect your
appetite or cause you
to be absent from
work.
Tardiness or
absenteeism because
of physical symptoms
or the need to catch up
on sleep.
Being argumentative or
aggressive
Recognizing Stress
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Nail biting or other
nervous habits, such as
playing with hair,
tapping object or foot,
wringing hands.
Poor attitude, which
manifests itself in
phrases like “Whatever,”
or “Tell someone who
cares.”
Bingeing on food,
alcohol, or tobacco.
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Feelings of depression,
crying spells, or feeling
uselessness and being
underappreciated.
Pains in the stomach
or head, neck, or
muscle pains, rapid
pulse, high blood
pressure, or irregular
menstrual cycles.
Environmental Factors
PEOPLE
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Physical factors such as
noise, odors, bright or dim
lighting, and heat or cold
might affect you more
than they affect others.
Occupational hazards
that cause you to be
concerned about safety,
such as dangerous people
or situations, heavy
equipment, flammable
caustic, etc.
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Nonergonomic
situations in which
chairs, tables, computer
equipment, and other
tools do not conform with
industry standards related
to employee protection,
comfort, and safety.
Organizational
elements such as
changes in structure,
technology, etc.
Environmental Factors
JOB FACTORS
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Job structures that require
you to work various shifts or
overtime.
Job insecurity often due to
lack of adequate and
effective communication from
upper management.
Unreasonable goals in
evaluating job performance
leading to low morale,
resentment, frustration.
Limited authority to make
decisions or assist customers.
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Conflicting demands
may cause you not to
be able to achieve the
degree of success that
you desire.
Repetitive tasks that
require little or no
opportunity for initiative
or change in routine.
Limited
opportunities for
advancement which
dampen desire to excel.
Environmental Factors
PERSONAL FACTORS
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Relationships
Physical condition and nutrition
Inability to solve problems
Chemical use
Financial problems
Lack of “alone” time
Overworking
Avoiding Stress Through
Effective Communication
Effective
communication
techniques such as
politeness, being
assertive rather than
aggressive, and
expressing your
feelings are a few
ways that you can
avoid stress.
Maintaining Your Sanity
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Maintaining your
sanity means that you
take active and
positive steps to
reduce your stressful
situations.
Managing your time
effectively, setting
realistic goals, and
taking frequent breaks
are a few steps that
can help.
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Stay calm and smile.
Manage time effectively.
Avoid procrastination.
Prioritize tasks.
Set realistic goals.
Take frequent breaks.
Exercise regularly.
Eliminate vagueness.
Reduce personal tension.
Use positive self-talk.
Vary your activities.
Get more sleep.
Find a hobby.
Workplace Violence
Changes in the workplace
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Substance abuse
Shifting values and beliefs
Violence on TV and din the
movies
General trend to lash out at
others in the
form of verbal
or physical
assault.
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The retail trade and
service industries
account for 56% of
the workplace
homicides, and 85%
of nonfatal workplace
assaults.
Statistically , persons
in greatest potential
peril are employees
whose jobs involve
routine public contact.
General Characteristics of
Potential Offenders
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White male between 35-45 years of age.
History of job changes.
Takes constructive criticism and feedback poorly.
Is interested in weapons and firearms.
Identifies with or talks about violence.
Is a loner who has few friends;
little family contact.
Fails to take responsibility or blame
when errors occur.
May use drugs and/or alcohol.
Depression or threatening behavior.