101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques

Chapter 8. Stressing the Positive: Workplace Stressors

Goal

To reduce workplace stress factors. The participants will identify causes of work stress and develop possible solutions.

Time Required

Approximately 1 to 1½ hours

Group Size

Three to five subgroups of no more than six persons each

Materials

• One copy of the Stressing the Positive Checklist and a pencil for each participant

• One copy of the Stressing the Positive Worksheet, one newsprint sheet, and a felt-tipped marker for each subgroup

• Flip chart and felt-tipped marker for recording information

• Masking tape for posting newsprint sheets

Process

1. Introduce the session by explaining that certain organizational factors can contribute to high stress levels. A certain amount of stress keeps us from experiencing “rust-out,” whereby too few demands cause a lack of motivation. However, excessive or continuous stress can cause “burnout,” emotional and physical exhaustion that affects both our health and our work. Explain that participants will be identifying the sources of stress as the first step in learning how to deal with it.

2. Distribute one copy of the checklist and a pencil to each participant. Direct individuals to identify the things that they feel raise workplace stress levels.

3. Allow several minutes for task completion and then collect the checklists. ...