In association with Dr Gordon Isaacs<br />Substance abuseA potential “pitfall” at all levels in contact centres?<br />Co p...
Overview of presentation for CCMG on 16 July 2010<br />Why is this an issue? Potential impact of substance abuse in contac...
Understanding the process of addiction<br />Source: Cape Town City Council Operational Alcohol & Drug Strategy  2007-2010<...
Warning signs<br />Sources: Jellinek Model of addiction and recovery; Relapse Prevention, Robert Perkinson PhD<br />In ass...
Signs and symptoms of  dependency<br />Secretive behaviour 	         	 	Memory problems<br />Sluggish thinking; difficulty...
Signs and symptoms of addiction<br />Progressively drinking stronger alcoholic drinks or using stronger drugs<br />Startin...
Sources of help<br />SANCA national office 012 – 542 1121 (for all provincial offices)<br />South Africa Depression & Anxi...
Substance  and process misuse/abuse:Impact on individual and workplace performance<br />Workshops (3 hours or full day) av...
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Substance abuse - a potential pitfall at all levels in contact centres

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Co presented by Dr Gordon Isaacs & Andre David du Toit

For Contact Centre Management Group
16 July 2010

Published in: Business
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Transcript of "Substance abuse - a potential pitfall at all levels in contact centres"

  1. 1. In association with Dr Gordon Isaacs<br />Substance abuseA potential “pitfall” at all levels in contact centres?<br />Co presented by Dr Gordon Isaacs & Andre David du Toit<br />For Contact Centre Management Group<br />16 July 2010<br />
  2. 2. Overview of presentation for CCMG on 16 July 2010<br />Why is this an issue? Potential impact of substance abuse in contact centres<br />Demographic profile of substance abusers who present to rehab facilities <br />Potential cost impact of substance abuse in contact centres<br />Potential scale of the problem<br />Typical substances abused<br />Profile of substance abuse; effects<br />Complexity of substance abuse<br />Potential “pitfalls” – what we know<br />Sources: <br />Dr G Isaacs, adapted from Medi Lab, CT CC Strategy & SANCA<br />In association with Dr Gordon Isaacs<br />
  3. 3. Understanding the process of addiction<br />Source: Cape Town City Council Operational Alcohol & Drug Strategy 2007-2010<br />In association with Dr Gordon Isaacs<br />
  4. 4. Warning signs<br />Sources: Jellinek Model of addiction and recovery; Relapse Prevention, Robert Perkinson PhD<br />In association with Dr Gordon Isaacs<br />
  5. 5. Signs and symptoms of dependency<br />Secretive behaviour Memory problems<br />Sluggish thinking; difficulty concentrating Ritual when they take alcohol or drugs<br />Becoming agitated if substance use is disturbed Irritability at drinking/drugging time <br />Gulping down drinks; binging Using large quantities of drugs quickly<br />Becoming “high” or drunk intentionally to feel good or “normal” Alcohol /drugs needed to function <br />Self medicating Denial of substance abuse <br />Relationship problems (work, finances, law) Hostility and/or justification<br />Repeated promises to (self & others) to stop using alcohol or drugs<br />Sources: <br />Dr G Isaacs, adapted from Medi Lab, CT CC Strategy & SANCA<br />In association with Dr Gordon Isaacs<br />
  6. 6. Signs and symptoms of addiction<br />Progressively drinking stronger alcoholic drinks or using stronger drugs<br />Starting to drink/drug earlier in the day; being drunk or “stoned” for long periods; driving while under the influence of alcohol or drugs<br />Mood changes/swings (anger, irritability); personality changes e.g. unusually jealous or distrustful; violent towards self or others<br />Stealing/withholding money from the household or work colleagues<br />Loss of interest in hobbies, sports , in family, friends and work colleagues<br />Discovery of suspicious substances e.g. liquor, drugs in closets , drawers etc<br />Neglecting physical appearance<br />Acting in ways immediately regretted when regaining senses e.g. violence, rows, unprotected sex <br />Sources: <br />Dr G Isaacs, adapted from Medi Lab, CT CC Strategy & SANCA<br />In association with Dr Gordon Isaacs<br />
  7. 7. Sources of help<br />SANCA national office 012 – 542 1121 (for all provincial offices)<br />South Africa Depression & Anxiety Group, substance abuse help line 0800 121 314<br />Treatment Centres (South Africa) – www.treatment-centres.net<br />Department of Social Development – www.dsd.gov.za or call 0800 220 250<br />Life Line  Tel:  011-715-2000 WC: (021)461 1111  (021)461 1111 0861 322 322<br />Health Services in South Africa – refer this website for all contact details (alcohol and drug addiction section): http://www.southafrica.info/services/crisishelp.htm#addiction<br />In association with Dr Gordon Isaacs<br />
  8. 8. Substance and process misuse/abuse:Impact on individual and workplace performance<br />Workshops (3 hours or full day) available:Awareness and solutioning for leadersAwareness for agentsRisks and issues for employersCo presented by Dr Gordon Isaacs & Andre David du Toit <br />For bookings please:<br />Telephone: 021 439 5914 or 083 269 5747<br />Or email: andredt@iafrica.com<br />www.andredaviddutoitconsulting.co.za<br />In association with Dr Gordon Isaacs<br />

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