Schedule customer engagement activity

PT_2.docx

Home >English homework help >Schedule customer engagement activity

Manage Stress in the Workplace

Top of Form

Task 1a

This is a self-reflection activity.

In the table below make a list and explain the symptoms of when you’re feeling stressed at. List 5 symptoms of stress and what the feels and emotions are that are associated with these symptoms.

Symptom of stress	Feelings / emotions

Record videos Attach files Save

Bottom of Form

Top of Form

Task 1b

Following from your responses in Task 1a, reflect on the events that make you feel stressed and complete the following activity.

1. List the types of events that made you feel stressed.

2. Three (3) strategies on how you might manage your stress differently in these situations.

Your reflection should be no more than 300 words.

Record videos Attach files Save

Bottom of Form

Top of Form

Task 1c

Read the statements in the table and determine whether you are an active stress manager or a passive victim of stress in each instance.

Active stress manager	Passive victim of stress	Rate yourself: Active/Passive
Puts energy into areas that can be managed.	Leaves many things to fate or chance.
Anticipates and plans for the future.	Does not think ahead and does not set clear priorities.
Has reserves of time, energy for the unexpected, unplanned and crisis events.	Faces deadlines by cramming at the last minute.
Takes time to evaluate alternative strategies.	Allows problems to accumulate.
Adopts a strategy to reduce stress directly.	Increases level of stress with his or her reaction.
Avoids overloading capacity by pacing and relaxing.	Lack of pacing, self-care or diversion.
Seeks help and support as much as possible.	Works alone and does not call on help or outside resources.
Manages time by focusing on priorities.	Takes on tasks that cannot be completed or are overwhelming.

Record videos Attach files Save

Bottom of Form

Top of Form

Task 1d

Reflecting on your responses in Task 1c:

What have you learnt by completing the survey?

How will you apply the strategies in the workplace?

Write up your response in 200 words.

Record videos Attach files Save

Bottom of Form

Task 2

Top of Form

Task 2a

Think over the past three months and score the questions according to how often you have experienced these symptoms.

Scale:

0 = Never

1 = Very rarely

2 = Rarely

3 = Sometimes

4 = Often

5 = Very often

Rate the questions based on the scale:

	Score
Do you feel fatigued in a way that rest or sleep does not relieve?
Do you feel more cynical, pessimistic or disillusioned about things you used to feel positive about?
Do you feel a sadness or emptiness inside?
Do you have physical symptoms of stress, eg insomnia, stomach pains, headaches, migraines?
Is your memory unreliable?
Are you irritable or emotional?
Have you been more susceptible to illness lately, eg colds, flu, food allergies, hay fever?
Do you feel like isolating yourself from colleagues, friends or family?
Is it hard to enjoy yourself, have fun, relax and experience joy in your life?
Do you feel that you are accomplishing less in your work?
Total:
Adding up your total score will give you some indications whether you are likely to burn out or not. Scoring: 0–15 You are doing well. 16–25 Some attention needed, you could be a candidate. 26–35 You are on the road to burn out. Make changes now. 36–50 You need to take action immediately—your health and wellbeing are threatened.

Record videos Attach files Save

Bottom of Form

Top of Form

Task 2b & Task 2c

Reflect on your own work and life commitments and complete the below table to ensure you work towards a healthy work life balance, personal stamina and resilience.

List 5 commitments for home and for work.

Home	Work
Go for a walk (example)	Take your allocated breaks (example)

Record videos Attach files Save

Bottom of Form

Top of Form

Task 2d

Write a stress log to help evaluate your recovery from a stressful or difficult contact or situation. Begin by thinking of a contact or difficult situation, that caused you stress.

It could be related to contact with a person.

For example, a customer who complained, a co-worker who did not speak to you well or a salesperson who was rude to you.

It could be related to a difficult situation you found yourself in. For example, a project team member who did not perform causing the team to miss an important deadline, a machine that stopped working, or unrealistic expectations at work.

Complete the stress log by answering the following questions:

What happened?

When did it happen?

Where did it happen?

How high was your stress level on a scale of 1 to 10? (1=not stressed, 5=moderately stressed, 10=close to a breakdown)

How did you feel? What were the signs you were stressed?

Why did this event cause you stress?

Who did you discuss the contact or situation and outcome with? Why did you select those people and what did you say? On reflection, was there anyone more appropriate you could have discussed the situation and outcome with?

What was the root cause of the issue? (There may be multiple causes)

What actions did you take to resolve the issue?

What stress management techniques did you use to help manage the contact or situation?

What was the outcome of the stressful contact or situation?

What would you do differently next time to manage the contact or situation in a more positive way?

What were the short-term and long-term follow-up actions you took to reduce or avoid the situation from happening again?

Record videos Attach files Save

Bottom of Form

Top of Form

Task 2e

Following from your stress log responses in task 2d, what are ways you could prepare for this type of contact or situation in the future? List five (5).

Record videos Attach files Save

Bottom of Form

Task 3

Top of Form

Task 3a

Research the internet and write a report on the of sources of fatigue and stress in the workplace. Include information on stress management techniques which can be applied to a work team. Your report should be no more than one page.

Record videos Attach files Save

Bottom of Form

Top of Form

Task 3b

In this task, you will complete an analysis on 3 stress management techniques.

There are three suggested techniques listed below that you can research OR select other techniques you know of or have tried personally that you would like to explain. Feel free to add drawings or visuals.

The techniques are:

1. The urgent/important principle to help understand role priorities and achieve Key Performance Indicators (KPIs)

2. Positive thinking techniques

3. Dr Albert Ellis’s ABC technique

Technique 1
Name:
Description of what the technique does
How it can help manage stress
Why the technique works
Steps explaining how to use it
Any references / links
Technique 2
Name:
Description of what the technique does
How it can help manage stress
Why the technique works
Steps explaining how to use it
Any references / links
Technique 3
Name:
Description of what the technique does
How it can help manage stress
Why the technique works
Steps explaining how to use it
Any references / links

Record videos Attach files Save

Bottom of Form

Top of Form

Task 3c

You have arrived to work to find that the company’s management system has just been reviewed and a fault was found. As the first to arrive on the scene, it is up to you to inform your manager of this change that has caused some difficulties in you achieving one of your job roles. In the space below, write an email to your manager addressing this difficulty.

Email template attached.

PROMPT	EMAIL CONTENT
What is an appropriate subject?
Who is the email addressed to?
What is a pleasant way to greet?
What is the reason for writing the email?
Content?
What is polite contact close?

Record videos Attach files Save

Bottom of Form

Top of Form

Task 3d

Part 1.

Place at least 5 reminders in your Calendar for the next 6 months to remind yourself to review your time and stress management techniques and tools.

What dates have you scheduled the reminders for?

Do not forget to take a screenshot of your attached evidence.

Part 2.

Create a script and then record yourself in a 2-5min audio recording summarising to your Manager key highlights of your plan on:

· Managing your time through stress management techniques

· Managing your time through online tools

· Locating any information on any Employee Assistance Program (EAP)

· Monitoring your own stress levels

· Regulating emotions during stressful situations

Remember to attach your script and audio recording.

Record videos Attach files Save

Bottom of Form

Task 4

Top of Form

Task 4

Simulated Case Study.

You are a dedicated call centre agent and your role is to take incoming customer service calls. The Key Performance Indicators (KPIs) for the job include:

· Answer a minimum of 12 calls per hour

· Keep average call length less than 4 minutes per call

· Ensure an average of 70% first call resolution (which means the query is answered in the first call)

· Achieve a minimum of 7.5 customer satisfaction rating

In the space below, write another 3 KPIs for the position of contact centre agent.

Record videos Attach files Save

Bottom of Form

Task 5

Top of Form

Task 5a

Based on your experience, read the statements and record a number between 1 and 5 that best represents the situation within your team (work, study, or other). If you are not currently in a work team, imagine what it would be like if you were in a team OR think back to a time when you were working in a team.

Rarely—1

Sometimes—2

Usually—3

Often—4

Always—5

I feel supported by my peers.
I can rely on peers to help me when I am unwell.
My peers use racist language.
My peers tell sexist jokes.
Colleagues are stereotyped as a result of their age/ religion/ gender/ ethnicity.
My peers value my skills.
My peers value my knowledge.
I trust my peers.
I feel respected by my peers.
My team cooperates to achieve goals.
My work achievements are recognised and rewarded.
I am expected to work long hours.
My peers help me solve problems.
I feel able to express my concerns.
I am given opportunities to contribute ideas in team discussions.
I am given opportunities to participate in team decisions.

Record videos Attach files Save

Bottom of Form

Top of Form

Task 5b

Answer each question with a yes or no.

Suggested answer

Attribute one point for each yes answer to questions 1 to 17, and one for each no on questions 18 and 19. A total greater than four indicates that you might be overstressed. Start lessening your burden. Totals greater than six argue that you are seriously over-stressed—let up or break down.

Workplace stress	Yes/No
1. Are you feeling more tense than usual lately?
2. Or more impatient or irritable?
3. Do you feel that things are piling up on you or closing in on you (choose your own metaphor), or do you despair of coping?
4. Have you been feeling unusually tired lately, perhaps without getting much refreshment from your sleep?
5. Having a lot of headaches, or stomach pains?
6. Do you have Mondayitis every day or actually fear going to work?
7. Have you lost interest in your family or your sex life or your hobbies, either because you have to work all the time or because you have to rest whenever you are not working?
8. Do you take long to get off to sleep or wake earlier than you want to?
9. Are you using more alcohol than you used to, or more tobacco, tranquillisers or sleeping pills?
10. Are you putting on weight or losing it?
11. Are you getting no fun from work and outside work?
12. Do you feel you haven’t enough work to do, or that your work is too simple (or silly) for you?
13. Do you feel you have to make an effort to unwind at the end of the day or the end of the week?
14. Have you been worrying about the future lately?
15. Are you less energetic than you want or need to be?
16. Do you often feel pressured to get things done or to achieve?
17. Is your bodily health poor or getting worse than it was?
18. Do you really relax and have fun (as distinct from just stopping work for a time)?
19. Are you starting more than one new project that will take a good deal of your time and energy?
Score

Record videos Attach files Save

Bottom of Form

Top of Form

Task 5c

What can you do to support team members in relation to stressful or difficult situations?

Write an email to a team member letting them know what you believe they should try doing or thinking in times of stress. Think of all the strategies that you have already mentioned in the previous tasks. (200 words)

Record videos Attach files Save

Bottom of Form

Top of Form

Task 5d

Complete a personal stress management action plan by addressing the following points:

1. Identify your goal (ie describe the behaviour or situation you wish to change).

2. How do you presently respond (ie what do you think, feel, and do in that situation)?

3. How would you like to respond (what would you change about how you think, feel or act in that situation)? What is your goal?

4. List as many ideas and actions as you can for meeting your goals (ie alternate solutions).

5. From the list you have compiled, identify the actions and ideas that you think will best help you to reach your goal.

6. What might hinder you from reaching your goals (eg negative self-talk, time constraints)?

7. What might help you in reaching your goals (eg people, resources, new skills)?

8. What specific steps are you willing to take to create change? By when?

9. Who will you ask to help or support you in achieving your goal?

10. How will you reward yourself when you have accomplished your goals?

11. Sum up your action plan in a paragraph beginning:

I commit myself to accomplish (specific change):

Record videos Attach files Save

Bottom of Form

Top of Form

Task 5e

Answer the following questions in detail, giving justified reasons for your answers and supporting the answers with realistic examples where possible.

1. Describe your personality, sense of self-efficacy and self-esteem. Explain how these could impact your stress levels.

2. Describe your current work/ life balance and outline what you could do to improve that balance.

3. Rate your current performance as a role model for managing stress and time.

4. Identify a time when you have provided support to or received support from another team member in a time of stress. How did you benefit from this?

5. Identify a time when you needed support and could not get it. How did this make you feel?

6. Identify a stressful situation that you have experienced at work. Explain how you dealt with this situation. What techniques could you have employed to deal with the situation more effectively?

7. Identify any time management strategies you currently use. Identify any time management tools you could employ to reduce stress in your job.

8. Name one of your responsibilities that you could delegate to someone else.

a. Explain why this task is suitable for delegation.

b. Identify the person to whom you would delegate this task. Why choose this person? Consider this person’s skills, experience, and personality.

c. Outline the specific tasks to be done.

d. Define expectations and performance standards.

e. Determine how you will measure your success as a delegator.