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Presented by Nick de JongCustomer Service ProfessionalStress Management

Pg 59StressWhen emotionally upset, people cannot remember, attend, learn or make decisions clearly. Stress makes people stupid.Daniel Goleman Emotional Intelligence Pg 59Definitions of StressStress 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 59Negative StressThe perceived imbalance can NOT be closedThe tools, training, knowledge or support are NOT in place to affect the desired situation.FrustrationAnxietyIrritationAggression, angerInactionPg 59Positive StressThe perceived gap can be closedThe tools, training, knowledge and support are in place to affect the desired situationExcitementDeterminationMotivationAction Pg 60Fight or FlightBrain: 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 60Fight or flightAdrenal 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 60Physical Symptoms of StressRapid heartbeat. Headache. Stiff neck and/or tight shoulders. Backache. Rapid breathing. Sweating and sweaty palms. Upset stomach, nausea, or diarrhea. Pg 60Psychological Symptoms of StressBecome 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 60Psychological 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 60Life changes Stress TestDo the Test on Page 61Pg 61Managing Time

Pg 66

List all the activities you do in a week. Pg 66Pareto Principle The 80/20 RuleTwenty percent of your efforts produce 80 percent of the results.

Pareto Principle The 80/20 Rule

Coveys four-quadrant TODO

UNDERSTANDING TIMEMove into quadrant II

quadrant Imanage: the quadrant of necessity; things are both urgent and important

quadrant IIleadership and quality: the quadrant of focus; things are important but not urgent

UNDERSTANDING TIMEMove 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 urgentDo it immediatelyIf you have to eat a frog, don't spend a lot of time looking at it.

Do it immediatelyIf you have to eat more than one frog, eat the big one first.

UNDERSTANDING TIMETHERE WILL BE NEVER ENOGH TIME TO GET EVERYTHING DONE

BUT THERE WILL ALWAYS BE ENOUGH TIME TO GET THE MOST IMPORTANT THINGS DONE Ergonomics Correct postureIncreases energyReduces stress and painSounds more positive over the phoneReduces lost time due to injuryIncreases enjoyment of work

Pg 69

Pg 69www.youtube.com/watch?v=4EN-UFSsZds&feature=related

www.youtube.com/watch?v=SgeOaygSgIY&feature=relatedwww.youtube.com/watch?v=iG9CE55wbtY&feature=channelStress ReleasePhysical activity Healthy eating HumourPositive relationshipsFinancial PlanningSpiritual Health Pg 73Stress ReleaseAn exercise program can lead to:Improved appearanceReduced aches and pains and less risk of degenerative disease More blood to the heart at lower pulse and pressureBlood better distributed when under stressIncreased lung capacityCholesterol level reduction

Stress ReleasePhysical 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 regimenControl weight

Pg 73Stress ReleaseNutritionA high fat diet can suppress the immune systemExcess simple sugars deplete stores of vitaminsEmotional stress affects levels of Vitamin CLowers resistance to infection and diseaseVitamin B deficiencies cause ofIrritability, lethargy and depressionHigh Sodium may raise blood pressureExcess alcohol consumptionCan suppress the immune systemExcessive caffeine consumption stimulates the Sympathetic nervous systemStress ReleaseKey Nutrition TipsDont eat lunch at your deskDrink lots of waterEat more vegetables and fruitEat breakfastReduce meat consumptionLimit saturated fat and cholesterolEat lots of fiberAvoid too much sugarLimit caffeine consumptionStress ReleasePositive relationshipsFriendshipsIntimate relationshipCo-workersSocial organizationsMix exercise with social contact

Pg 73Stress ReleaseFinancial PlanningPhysical SecurityPay yourself firstLast WillMortgageGood debt vs. BadPg 74Stress ReleaseSpiritual Health Understanding your place on earthReligion or its replacementWritingTalking about your feelings. MeditationLaughing and cryingPg 74Mental Health and HumourPsychologicalrelieving anxiety and tensionserves as an outlet for hostility and anger Social lessens the hierarchy establishes rapport decreases social distance Communicationhelps convey information It opens the door for communicationgains and holds the listeners attention

MovieMental HealthHumour allows you to lighten up and live rather than tighten up and snap.Mental Health StrategiesTake yourself lightly and your job seriouslyDraw the lineCelebrate the end of the work dayTake a mini vacationSomething to remind you of that favourite place or eventDo something you love to do everydayThank youNick de Jong