Minimizing Stress and Avoiding Burnout, Chapter 9

False

The drawbacks to project management skills is that they don't provide you with the ability to proactively identify issues and communicate concerns that may affect the outcome of your efforts.

False

Identifying the sources of stress in you life will make the stress go away.

A

For stress to be a positive part of life, it must be ______. a managed b. eliminated c. worked around d. ignored

True

Research shows that the immune system breaks down when we do not handle stress well.

False

Stress is not normal and should be avoided at all costs.

False

A great way to reduce stress associated with a large task is to switch to a smaller, less stressful task, before returning back to the larger one.

C

According to Charles Darwin, which people survive? a. the strongest b. the most intelligent c. the most responsive to change d. All of the above

D

According to one estimate, what percentage of all visits to primary care physicians are for stress-related problems? a. 20-40% b. 30-45% c. 50-70% d. 75-90%

False

Always keep track of open tickets manually. Using an incident management system takes to long.

C

As a service desk analyst, what does the job description that ends with requiring you to perform "...other duties as assigned" mean to you? a. It means that this is a new, entry level position, and management hasn't yet decided what the responsibilities are b. It means that other workers will tell you what you need to do and give you the information to do it. c. It means that you should develop the ability to quickly figure out what needs to be done and do it. d. It means you should ask management exactly what your responsibilities are.

True

You have very little ability to influence institutional stressors.

B

Difficult customer situations, constantly being exposed to and needing to learn new technologies, and lack of career opportunities are considered what kind of stressors? a. institutional stressors b. situational stressors c. personal stressors d. company stressors

False

Drinking soda or coffee or eating chocolate can help you sustain energy level and maintain an even temperament.

True

Eustress is a healthy form of stress that helps keep you motivated and enables you to feel some sense of accomplishment.

True

Exercise provides a great way of releasing a great deal of the muscle tension that can accumulate from stress, so try to fit in exercise sometime during the day.

True

Failing to plan ahead is a common contributor to people's stress.

True

If people are exposed to stress for long periods of time and are not able to manage this stress day-in and day-out they often experience burnout.

False

One way to reduce stress is to not set any goals at all.

True

Success in today's business world belongs to the people who embrace change and who are ready and willing to reinvent themselves as needed to contribute to the company's goals.

D

The "R" in RSI stands for ______________. a. relaxation b. realistic c. reaction d. repetitive

True

The two best ways to cope with deadlines are to clearly define the work to be done and then be realistic about what you can accomplish each day, week, and year.

False

Time wasters are activities that take up time and do not add value to the work that you perform

True

It is much more important to care for your physical well-being than it is to care for your mental health.

False

Customer management skills are skills such as stress and time management, getting and staying organized, and quickly learning new skills.

False

In an effort to answer more calls, analysts should write customer and incident data on a piece of paper during the contact and then log the information in the incident management system later in the day, when it's less busy.

False

It doesn't matter whether you skip meals or eat to much; what is important is that you eat healthy food when you do eat.

A

One of the tips for mastering change is to recognize _______ as the labor of the Information Age. a. learning b. responding c. adapting d. technology

True

One way to reduce stress is to commit yourself to relaxation. Perform an activity that leaves you free of tension and refreshed both physically and mentally.

True

People working on a service desk cannot control the number of contacts that they will receive on any given day. When you cannot control what happens around you or what other people do, you can choose whether or not to expose yourself to a stressor. Service desk analysts can be prepared for that variable contact by being focused and organized.

False

Stressors common to the service desk setting, such as interruptions and handling multiple priorities, are called repetitive stressors.

A

Upon perceiving a stressful event, our mind triggers an alarm that mobilizes our body for action. These physiological changes are known as ________. a. fight-or-flight reaction b. distress c. eustress d. reflexes

C

What is common injury that affects the hands and wrists and is linked to repetitions hand movements, such as typing on a keyboard? a. bursitis b. tendonitis c. carpal tunnel syndrome d. fatigue

C

What is the most important step you can take in terms of coping with stress and avoiding burnout? a. Acknowledge that you are the victim b. Realize that there is nothing you can do c. Accept responsibility for the stress you are experiencing d. Allow yourself to get mad and vent

D

When working for a bad boss, use the opportunity to __________. a. Focus on the goals of your company b. Make yourself as marketable as possible c. Commit yourself to your personal goals and relaxation d. All of the above

C

When you cannot control a situation, you can ______. a. change the situation b. control the way you respond to the situation c. Both A and B d. Neither A nor B

C

Which is a key factor that affects how people respond to stress? a. How much control a person has over a stressor b. Whether or not a person chooses to be exposed to a stressor c. Both A and B d. Neither A nor B

B

Which is a way to improve the ergonomics of your work space? a. Place the monitor as far away as you can so that you can still see it clearly b. Place the keyboard so that your wrists are straight and not resting on a hard surface c. Raise you chair so that your feet dangle slightly and will not fall asleep d. All of the above.

C

Which is important in today's world? a. Make sure your work is perfect, even if it takes longer to do it. b. Try to avoid change c. Develop project management skills d. All of the above

C

Which is true about a BOD? a. It should be completed just before an analyst leaves for the day b. It varies each and every day c. It should be completed early in the day before an analyst starts taking calls or greeting customers d. It should be started early in the morning and worked on throughout the day

A

Which is true about project management skills? a. They provide you with the ability and attend to details, while at the same time staying focused on the big picture b. Only people who work on large projects or develop new systems need project management skills c. Good project management skills can be developed very quickly and are highly transferable d. They are not transferable, as each company has their own way of managing projects

D

Which is true about stress? a. Too little stress can lead to boredom b. Too much stress can lead to anxiety and panic c. Practicing stress reduction techniques can eliminate stress altogether d Both A and B

B

Which is true about the relationship between time and management skills? a. People who use their time wisely feel stressed at the end of a day, because there are still open items b. Decisions that result in wasted time can lower self-esteem and increase stress c. Doing things yourself will lower stress, because things will be done correctly. d. They are not related at all

A

Which is true when coping with deadlines? a. Do not put off tasks until the last minute b. Always schedule your most important work first in the morning c. Handle your work on the "first come, first served" basis d. All of the above

C

Which kind of stressors do you have the greatest ability to influence? a. institutional stressors b. situational stressors c. personal stressors d. company stressors

C

Which kind of stressors may include a tough commute to work or being tired from your physical fitness regiment? a. institutional stressors b. situational stressors c. personal stressors d. company stressors

D

Which will help you eliminate time robbers? a. Avoid distractions like letting the travel department make your reservations; it's faster to do it your own. b. Always figure things out on you own; other analysts are busy too c. Handle recurring tasks manually; they don't take much time d. Suggest constructive ways to make improvements

A

Working for a nonprofit company that lacks financial resources or working for a start-up company that lacks the infrastructure and discipline found in mature companies can be considered what kind of stressors? a. institutional stressors b. situational stressors c. personal stressors d. company stressors

True

You can minimize the effects of stress by managing how you respond.

True

You have a greater ability to influence situational stressors by developing a positive attitude and skills.

A

_______ is one of the first signs of dehydration. a. Fatigue b. Irritability c. Nervousness d. Stuttering