Presented by Nick de Jong

1. Customer Service Professional Presented by Nick de Jong

2. Stress Management Pg 59

3. Stress “When emotionally upset, people cannot remember, attend, learn or make decisions clearly. Stress makes people stupid.” Daniel Goleman “Emotional Intelligence” Pg 59

4. Definitions of Stress •  Stress is the uncomfortable gap between how we would like our life to be and how it actually is. • Stress is the psychological and physiological reaction that takes place when you perceive a gap between an existing state and a desired state. Pg 59

5. Negative Stress • The perceived imbalance can NOT be closed • The tools, training, knowledge or support are NOT in place to affect the desired situation. • Frustration • Anxiety • Irritation • Aggression, anger • Inaction Pg 59

6. Positive Stress • The perceived gap can be closed • The tools, training, knowledge and support are in placeto affect the desired situation • Excitement • Determination • Motivation • Action Pg 60

7. Fight or Flight • Brain: protectively dulls the body's sense of pain. Thinking and memory improve. • Eyes: pupils dilate for better vision. • Lungs: lungs take in more oxygen- to travel to the brain to think more clearly. • Liver: converts sugar stored as glycogen to glucose. • Heart: Heart rate and blood pressure rise. The bloodstream brings extra oxygen and glucose - fuel for power. Pg 60

8. Fight or flight • Adrenal Glands: medulla secretes fight-or-flight hormone epinephrine (adrenaline). • Spleen: Extra red blood cells flow out, allowing blood to carry more oxygen to muscles. • Intestines: Digestion halts, allowing the body to dedicate energy to the muscles. • Hair: Body hairs become erect - puffed-up hair makes animals look bigger and more dangerous. Pg 60

9. Physical Symptoms of Stress • Rapid heartbeat. • Headache. • Stiff neck and/or tight shoulders. • Backache. • Rapid breathing. • Sweating and sweaty palms. • Upset stomach, nausea, or diarrhea. Pg 60

10. Psychological Symptoms of Stress • Become irritable and intolerant of even minor disturbances. • Feel irritated or frustrated, lose your temper more often, and yell at others for no reason. • Feel jumpy or exhausted all the time. • Find it hard to concentrate or focus on tasks. Pg 60

11. Psychological Symptoms • Worry too much about insignificant things. • Doubt your ability to do things. • Imagine negative, worrisome, or terrifying scenes. • Feel you are missing opportunities because you cannot act quickly. Pg 60

12. Life changes Stress Test Do the Test on Page 61 Pg 61

13. Managing Time Pg 66

15. List all the activities you do in a week. Pg 66

16. Pareto Principle The 80/20 Rule Twenty percent of your efforts produce 80 percent of the results.

17. Pareto Principle The 80/20 Rule

18. Covey’s four-quadrant TODO

19. UNDERSTANDING TIME Move into quadrant II • quadrant I—manage: the quadrant of necessity; things are both urgent and important • quadrant II—leadership and quality: the quadrant of focus; things are important but not urgent

20. UNDERSTANDING TIME Move into quadrant II • quadrant III—(AVOID): the quadrant of deception; things are urgent but not important • quadrant IV—(AVOID): the quadrant of waste; things are neither important nor urgent

21. Do it immediately If you have to eat a frog, don't spend a lot of time looking at it.

22. Do it immediately If you have to eat more than one frog, eat the big one first.

23. UNDERSTANDING TIME THERE WILL BE NEVER ENOGH TIME TO GET EVERYTHING DONE BUT THERE WILL ALWAYS BE ENOUGH TIME TO GET THE MOST IMPORTANT THINGS DONE

24. Ergonomics Correct posture • Increases energy • Reduces stress and pain • Sounds more positive over the phone • Reduces lost time due to injury • Increases enjoyment of work Pg 69

25. Pg 69

26. www.youtube.com/watch?v=4EN-UFSsZds&feature=related www.youtube.com/watch?v=SgeOaygSgIY&feature=related www.youtube.com/watch?v=iG9CE55wbtY&feature=channel

27. Stress Release • Physical activity • Healthy eating • Humour • Positive relationships • Financial Planning • Spiritual Health Pg 73

28. Stress Release • An exercise program can lead to: • Improved appearance • Reduced aches and pains and less risk of degenerative disease • More blood to the heart at lower pulse and pressure • Blood better distributed when under stress • Increased lung capacity • Cholesterol level reduction

29. Stress Release Physical activity. • Exercise- little as a 30 minute walk 3 days a week. • Do at lunch instead of eating at desk • Have some kind of exercise regimen • Control weight Pg 73

30. Stress Release • Key Nutrition Tips • Don’t eat lunch at your desk • Drink lots of water • Eat more vegetables and fruit • Eat breakfast • Reduce meat consumption • Limit saturated fat and cholesterol • Eat lots of fiber • Avoid too much sugar • Limit caffeine consumption

31. Stress Release Positive relationships • Friendships • Intimate relationship • Co-workers • Social organizations • Mix exercise with social contact Pg 73

32. Stress Release Financial Planning • Physical Security • Pay yourself first • Last Will • Mortgage • Good debt vs. Bad Pg 74

33. Stress Release Spiritual Health • Understanding your place on earth • Religion or its replacement • Writing • Talking about your feelings. • Meditation • Laughing and crying Pg 74

34. Mental Health and Humour Psychological • relieving anxiety and tension • serves as an outlet for hostility and anger • Social • lessens the hierarchy • establishes rapport • decreases social distance • Communication • helps convey information • It opens the door for communication • gains and holds the listener’s attention

35. Movie

36. Mental Health Humour allows you to lighten up and live rather than tighten up and snap. • Mental Health Strategies • Take yourself lightly and your job seriously • Draw the line • Celebrate the end of the work day • Take a mini vacation • Something to remind you of that favourite place or event • Do something you love to do everyday

37. Thank you Nick de Jong