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Delivering Knock Your Socks Off Service, 5th Edition by John BUSH, PERFORMANCE RESEARCH ASSOCIATES

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36Master the Art of Calm

“The stress puzzle is the mind-body link: What roles do our emotions, thoughts, and perceptions play in the way we experience and physically respond to stressful situations?”

—Dr. Frances Meritt SternPresident, Institute of Behavioral Awareness

You’re not any good to anyone when you are stressed out, overwrought, anxious, moody, belligerent, nasty, and still waiting for that first cup of coffee. The emotional labor involved in modern service jobs can actually be more draining than lifting boxes or pouring concrete. All the good stuff built into your job will never be enough if you don’t learn how to cope with and counteract the stress.

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