How to Manage Stress on the Service Desk

1. How to Manage Stress
on the Service Desk
By: Haseeb Moheb
Information Technology
Computer User Support
December 12, 2020
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2. Table of Contents
 What is Stress
 Types of Stress
 Symptoms of Stress
 Effects of Stress
 Causes of Stress
 Stress Management
Techniques
 References
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3. What is Stress
 Stress is how the brain and body respond to
any demand
 Every type of demand or stressor-such as
exercise, work, school, major life changes, or
traumatic events-can be stressful
 Stress can affect your health
 When properly managed
 Stress is an excellent source of motivation
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4. Type of Stress
 Eustress, or Positive Stress
 Distress, or Negative Stress
o Acute Stress
o Episodic Acute Stress
o Chronic Stress
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5. Type of Stress – Continued
 Eustress, or positive stress, has the following
characteristics:
Motivates, focuses energy
Is short-term
Is perceived as within our coping abilities
Feels exciting
Improves performance
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6. Type of Stress – Continued
 Distress, or negative stress, has the
following characteristics:
 Anxiety or concern
 Can be short- or long-term
 Is perceived as outside of our coping
abilities
 Feels unpleasant
 Decreases performance
 Can lead to mental and physical
problems
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7. The Symptoms
of Stress
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8. Effects of Stress on Your Body
 Alcoholism
 Back and Muscle aches
 Depression
 Drug Abuse
 Eating Disorder, such as anorexia
 Serious illness, including heart disease, ulcer,
diarrhea, and cancer
 Headache, migraine
 Sleeplessness
 Low energy and concentration levels
 Premature aging
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9. Causes of Stress
 Institutional Stressors
 Are the stressor that accompany the type of business you are in or the state of the
organization where you work
 Situational Stressors
 Are the stressors that accompany the type of work you do
 Personal Stressors
 Are the stressors that accompany your individual life experience
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10. Stress Management Techniques
 To deal effectively with stress in your life, take
the time to identify the real source or sources
of your stress
 Ask yourself the following questions
 Do you like the business your are in?
 Do you like the work that you do?
 Are you happy with your personal life?
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11. Stress Management Techniques – Continued
 If you answer “No” to one or more of these questions. That’ is normal
 If you answer “No” to all of these question all of the time
 Then it is time to make a change
 Otherwise, you may be risking your health
 Taking practical steps to manage your stress can reduce or prevent the
effects of stress
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12. 12 Techniques for
Staying Mentally
and Physically Fit
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13. References
 "What Is Stress?" Health Reference Series: PTSD and Coping with Trauma Sourcebook, edited by Angela L.
Williams, Omni graphics, Inc., 1st edition, 2020. Credo Reference,
https://hartness.idm.oclc.org/login?url=https://search.credoreference.com/content/entry/ogiptsd/what_is
_stress/0?institutionId=5136. Accessed 04 Dec. 2020.
 “The Effects of Stress on Your Body” www.webmd.com/mental-health/effects-of-stress-on-your-body,
accessed 1/9/14
 “3 Types of Distress” Columbia River Mental Health Services. https://crmhs.org/apa-3-types-of-stress/. April
23rd, 2018
 Types of Stressors (Eustress vs. Distress), MentalHelp.net, An American Addiction Center Resource,
https://www.mentalhelp.net/stress/types-of-stressors-eustress-vs-distress/
 Knapp, Donna. Customer Service Skills for the Service Desk Professional. Fourth ed., Cengage, 2019.
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