Reducing Stress in Call Center Environments

1,320 views

Published on

Published in: Health & Medicine, Business
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
1,320
On SlideShare
0
From Embeds
0
Number of Embeds
11
Actions
Shares
0
Downloads
0
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide
  • These issues can also lead to substance abuse, “road rage”
  • cubicle
  • Chocolate, “decompression” leaving it at the door easier said than done. Quick Breathing exercise p. 34, “The River” pg. 44. Small investment of time.
  • Tennis ball exercise
  • Reducing Stress in Call Center Environments

    1. 1. Reducing Occupational Stress Dan Richmond
    2. 2. Definition of Stress <ul><li>When a physical or mental event threatens the body’s stability or homeostasis, we react to it. Hormones are released and the body prepares for physical action. This is the stress response. </li></ul><ul><li>Eustress – Positive or controlled stress often credited with giving people a competitive edge. </li></ul><ul><li>Distress – Negative or out of control stress, causing unhealthy consequences </li></ul>
    3. 3. Physical Symptoms of Stress <ul><li>Headaches </li></ul><ul><li>Weight loss/gain </li></ul><ul><li>Sleep disturbances </li></ul><ul><li>Muscle tension </li></ul><ul><li>Skin problems </li></ul><ul><li>Ulcers </li></ul><ul><li>High blood pressure </li></ul><ul><li>Irregular heartbeat </li></ul>
    4. 4. Emotional Symptoms of Stress <ul><ul><li>Nervousness, anxiety </li></ul></ul><ul><ul><li>Depression </li></ul></ul><ul><ul><li>Irritability </li></ul></ul><ul><ul><li>Lack of concentration </li></ul></ul><ul><ul><li>Overreaction </li></ul></ul><ul><ul><li>Phobias </li></ul></ul><ul><ul><li>Psychosomatic symptoms </li></ul></ul><ul><ul><li>Relationship or marital problems </li></ul></ul>
    5. 5. Occupational Stress & Burnout <ul><li>Role Confusion </li></ul><ul><li>Lack of Communication / Direction </li></ul><ul><li>Feelings of Isolation </li></ul><ul><li>Time Management </li></ul><ul><li>Excessive Workload </li></ul><ul><li>Burnout – Emotional exhaustion and marginalization resulting from long-term exposure to stress </li></ul>
    6. 6. Call Center Specific Stress <ul><li>Role Confusion </li></ul><ul><li>Feelings of Isolation </li></ul><ul><li>Excessive Workload </li></ul><ul><li>Decreased completion time </li></ul><ul><li>Pressure to make quotas </li></ul>
    7. 7. Team Stress <ul><li>Lack of Communication </li></ul><ul><li>Lack of Direction </li></ul><ul><li>Lack of Leadership </li></ul><ul><li>Unresolved Conflict </li></ul><ul><li>No Motivation </li></ul>
    8. 8. <ul><li>What can we do to help reduce the amount of negative stress for individuals and teams? </li></ul>
    9. 9. Individual Coping Strategies <ul><li>Work it off physically through exercise </li></ul><ul><li>Talking / journaling </li></ul><ul><li>Healthy diet </li></ul><ul><li>Periodically treating yourself </li></ul><ul><li>Time management / delegate when possible </li></ul><ul><li>Breathing / Relaxation exercises </li></ul>
    10. 10. Team Coping Strategies <ul><li>Team Building Games (communication, role-playing, trust exercises) </li></ul><ul><li>Volunteering as a team (Special Olympics, Habitat for Humanity) </li></ul><ul><li>Company Picnic or outing with families </li></ul><ul><li>Team participating in a 5k walk/run </li></ul><ul><li>Comedy / hypnotist show (HR Friendly!) </li></ul><ul><li>Focus / discussion groups </li></ul>
    11. 11. <ul><li>Putting these individual and team coping strategies into effect can help to make your work environment less stressful and more productive! </li></ul>
    12. 12. Reducing Occupational Stress Dan Richmond

    ×