© 2011 South-Western | Cengage Learning

GOALS

LESSON 5.3

MANAGE STRESS

Identify your stress triggersExplain ways to release stress before it

builds up

SLIDE 2© 2011 South-Western | Cengage Learning

CUSTOMER SERVICE, 2e LESSON

5.3

Identify Stress Triggers

Internal stressorsChemical stressorsWork stressorsDecision stressorsPhysical stressors

SLIDE 3© 2011 South-Western | Cengage Learning

CUSTOMER SERVICE, 2e LESSON

5.3

Symptoms of Stress

Stress is the body’s response to demands placed upon it.

Eustress is positive stress.Distress is negative stress.

SLIDE 4© 2011 South-Western | Cengage Learning

CUSTOMER SERVICE, 2e LESSON

5.3

Physical Effects of Distress

Back pain Chest pain Muscle cramps Shortness of breath Low energy Lowered immunity Sleep disorders

Appetite disturbances Asthma Heart disease Stroke Rashes Ulcers

SLIDE 5© 2011 South-Western | Cengage Learning

CUSTOMER SERVICE, 2e LESSON

5.3

Mental Effects of Distress

ForgetfulnessObsessive thinkingWorryIrrational beliefsNegative self-talkLack of concentrationImpaired decision making

SLIDE 6© 2011 South-Western | Cengage Learning

CUSTOMER SERVICE, 2e LESSON

5.3

Emotional Effects of Distress

Anxiety FrustrationDepressionSuspicionPessimismIrritability

SLIDE 7© 2011 South-Western | Cengage Learning

CUSTOMER SERVICE, 2e LESSON

5.3

Preventing Stress Buildup

Avoid or change the situations that cause you stress when possible.

Recognize that these situations cause you stress and find ways to release the stress.

Learn to recognize stress cues—early warning signals of stress.

SLIDE 8© 2011 South-Western | Cengage Learning

CUSTOMER SERVICE, 2e LESSON

5.3

Early Warning Signals of Stress

Tapping fingers Clenching or grinding

teeth Cracking knuckles Clenching fist Tightening neck or back

muscles

Dry mouth “Butterflies in stomach” Nail biting Racing heart Sour stomach

SLIDE 9© 2011 South-Western | Cengage Learning

CUSTOMER SERVICE, 2e LESSON

5.3

Stress ManagementDuring the Stressful Situation

Deep breathingThought awareness

Self-talkPositive thinking

SLIDE 10© 2011 South-Western | Cengage Learning

CUSTOMER SERVICE, 2e LESSON

5.3

Stress ManagementJust After the Stressful Situation

StretchUse imageryGo for a walkWrite what happenedTalk to a trusted friend, coworker, or

supervisorFind something to smile about

SLIDE 11© 2011 South-Western | Cengage Learning

CUSTOMER SERVICE, 2e LESSON

5.3

Stress ManagementLater On

ExerciseTalk to friends or family membersGet a massage or take a bathDo something nice for yourself