Chapter 2

Your friend Alice has an important exam coming up. She desperately needs to score high in this exam. She is experiencing extreme stress. She concludes that all stress is bad. Do you agree with her? Elaborate.

Since Alice is highly stressed out, she concludes that all stress is bad. However, research shows that although stress is thought of as a negative or unpleasant state, some level of stress is essential to high performance. The father of stress research, Hans Selye, called this eustress—a controlled or productive stress—that gives us our competitive edge. So, if Alice wants to do well in the exam which is stressing her out, she needs to experience stress that is optimal for her. Too much of stress will kill her performance, but so will too little of it.

When people encounter something potentially stressful in the environment, they first go through:

B. primary appraisal.

"Do it now if you are ever going to do it at all" is an application of the _____time management technique.

B. two-minute rule

Which of the following is NOT a common stress-related physical problem?

C. Depression

Surface acting and deep acting are parts of:

C. emotional labor.

The task of _____ should be performed during external prime time.

C. having a team meeting on an important project

Employees who have ________________ exhibit better mental performance, greater ability to cope with stress, lower obesity levels, and higher energy levels.

C. physical hardiness

What is psychological hardiness? What are the factors that distinguish those with psychological hardiness?

Psychological hardiness is the ability to remain psychologically stable and healthy in the face of significant stress. Research has helped identify four recurring factors that distinguish those with psychological hardiness: physical fitness, commitment, control, and challenge.

The TRAF system is used to:

B. organize paper and e-mail.

Kathy is a financial analyst working for one of the top investment banks on Wall Street. She has recently survived a massive layoff at her bank and is suffering from a burnout. What is a "burnout"? What are its emotional components?

A "burnout" is a severe form of stress. Emotional components of a burnout include emotional exhaustion, depersonalization, and reduced personal accomplishment. Emotional exhaustion is the state of feeling psychologically "drained" or "used up" by the job. Depersonalization is associated with feeling cynical, psychologically detached, and indifferent to one's work. Reduced personal accomplishment is the feeling that one's work does not really matter.

___________ is defined as performance decrements under pressure circumstances.

A. Choking

Nollie always misses the deadline for her quarterly report. She works diligently and sincerely makes "to-do lists." Nevertheless, she ends up spending most of her time on whatever comes up, is urgent, or is in front of her. Which time management principle does Nollie need to master?

A. First be effective, then be efficient

Current research shows that one specific aspect of the Type A behavior pattern is most predictive of one's health. Identify that aspect.

A. Hostility

Which of the following is a specific time management suggestion?

A. Taking a break

Which of the following is often referred to as Pareto's Law?

A. The 80/20 rule Often referred to as Pareto's Law, the 80/20 rule holds that only 20 percent of the work produces 80 percent of the value, 80 percent of sales come from 20 percent of customers, 80 percent of file usage is in 20 percent of the files, and so on.

Which of the following is NOT a likely behavior for a manager experiencing high levels of stress?

A. Underestimation of how fast time passes

Duffy Smith started having nightmares and chest pains and losing car keys and theater tickets. His wife urged him: "Take a vacation. See a physician. Do something!" So Duffy went to work on a Sunday afternoon. He threw out old files and glanced at the stack of weekly work logs accumulating next to the rubber tree plant. He sat down to eat the pizza he had ordered and looked at the work logs again. Then he retrieved the rest of them for a thorough study. Over the last quarter, the time spent on paperwork and reporting tasks had grown from 20 percent to 80 percent. He usually began to prepare the item status and inquiry report on Monday. Co-workers delivered rumors, management changed weekly priorities three or four times during the week, and balance estimates fluctuated constantly. So Duffy revised the report daily through the week until submitting it to management on Friday afternoon. The productive work of outside client contacts, which used to account for most of his time, was now squeezed into long lunches. Duffy decided to make some changes and left the building feeling better than he had in months. He told his wife, "If my new work plan works next quarter, we'll go to Calgary for a week in July." He started to prepare the item status and inquiry report on Thursday mornings, turning it in by noon on Friday. He scheduled contact meetings a week or two in advance, doing preparation work by phone and e-mail to increase client contact value. He followed up earlier and more thoroughly with each client. Duffy quickly returned to his old patterns of peaceful sleep and feeling good. Tomorrow Duffy and his wife go to Canada. Please answer the following question based on this scenario. Duffy's stress source at the start of the scenario was:

A. daily hassles.

The Swiss Cheese Method is suggested to fight:

A. procrastination.

Which of the following activities CANNOT be classified as a mood "repair"activity?

B. Do deep breathing exercises

Which of the following is an example of a "traumatic/major event" type of stress?

B. Starting on a new job that requires substantial training.

Which of the following time management strategies is an "instant task" related to?

B. The Swiss Cheese Method

"Eustress" is defined as:

B. a productive stress.

Depersonalization is associated with:

B. feeling cynical, psychologically detached, and indifferent to one's work.

The most important challenge in effective time management is to:

B. implement time management skills.

Relationship building falls under the _____ quadrant in a time management matrix.

B. important/not urgent

What makes choking so fascinating is that it happens only to star performers. (T or F)

FALSE What makes choking so fascinating is that it happens to all of us—from superstar athletes to high-school test-takers—and it is among the most dreaded fears of human beings.

Which of the following is experienced when in fulfilling a family role, a work role is neglected?

D. FIW Family Interferences with Work (FIW) are experienced when in fulfilling a family role, a work role is neglected.

Which of the following observations about strains is true?

D. Strains are often more long-term consequences of chronic stress that have not been alleviated.

Why do organizations often make accommodations for large stressful events?

D. The role of these events as stressors is overestimated.

Interruptions fall under the _____ quadrant in a time management matrix.

D. not important/urgent

Duffy Smith started having nightmares and chest pains and losing car keysand theater tickets. His wife urged him: "Take a vacation. See a physician. Do something!" So Duffy went to work on a Sunday afternoon. He threw out old files and glanced at the stack of weekly work logs accumulating next to the rubber tree plant. He sat down to eat the pizza he had ordered and looked at the work logs again. Then he retrieved the rest of them for a thorough study. Over the last quarter, the time spent on paperwork and reporting tasks had grown from 20 percent to 80 percent. He usually began to prepare the item status and inquiry report on Monday. Co-workers delivered rumors, management changed weekly priorities three or four times during the week, and balance estimates fluctuated constantly. So Duffy revised the report daily through the week until submitting it to management on Friday afternoon. The productive work of outside client contacts, which used to account for most of his time, was now squeezed into long lunches. Duffy decided to make some changes and left the building feeling better than he had in months. He told his wife, "If my new work plan works next quarter, we'll go to Calgary for a week in July." He started to prepare the item status and inquiry report on Thursday mornings, turning it in by noon on Friday. He scheduled contact meetings a week or two in advance, doing preparation work by phone and e-mail to increase client contact value. He followed up earlier and more thoroughly with each client. Duffy quickly returned to his old patterns of peaceful sleep and feeling good. Tomorrow Duffy and his wife go to Canada. Please answer the following question based on this scenario.Duffy's stress symptoms were:

D. physiological.

The tendency of people under stress to focus on the threat to the exclusion of all else is a well-established process called:

E. "cognitive narrowing."

Duffy Smith started having nightmares and chest pains and losing car keys and theater tickets. His wife urged him: "Take a vacation. See a physician. Do something!" So Duffy went to work on a Sunday afternoon. He threw out old files and glanced at the stack of weekly work logs accumulating next to the rubber tree plant. He sat down to eat the pizza he had ordered and looked at the work logs again. Then he retrieved the rest of them for a thorough study. Over the last quarter, the time spent on paperwork and reporting tasks had grown from 20 percent to 80 percent. He usually began to prepare the item status and inquiry report on Monday. Co-workers delivered rumors, management changed weekly priorities three or four times during the week, and balance estimates fluctuated constantly. So Duffy revised the report daily through the week until submitting it to management on Friday afternoon. The productive work of outside client contacts, which used to account for most of his time, was now squeezed into long lunches. Duffy decided to make some changes and left the building feeling better than he had in months. He told his wife, "If my new work plan works next quarter, we'll go to Calgary for a week in July." He started to prepare the item status and inquiry report on Thursday mornings, turning it in by noon on Friday. He scheduled contact meetings a week or two in advance, doing preparation work by phone and e-mail to increase client contact value. He followed up earlier and more thoroughly with each client. Duffy quickly returned to his old patterns of peaceful sleep and feeling good. Tomorrow Duffy and his wife go to Canada. Please answer the following question based on this scenario. Which time management principle does Duffy's work revision illustrate?

E. Spend the bulk of time on the most important work.

Trivia falls under the _____ quadrant in a time management matrix.

E. not important/not urgent

Your co-worker Betty is a single mother of two. She has to finish an importantreport by the end of the day. She realizes she might not be able to do that because the daycare where her kids stay has decided to close two hours earlier that day. You decide to chip in and tell her she can leave early to pick up her kids. You will take care of the report. What is this kind of support called? What other kinds of support can social networks provide us with? This kind of support that is tangible and practical in nature and is a direct means of helping someone is called instrumental support.Other kinds of support that social networks/other people can give us to deal with the stressors in our lives are:

Emotional support: It includes sympathy, listening, and caring for others. Informational support: Information that helps you solve the problem. Appraisal support: Feedback that builds your self-esteem.

One of the antidotes for choking is pressure-free practice. (T or F)

FALSE The existing research suggests that there are two antidotes for choking that have shown promise: pressure practice and focused automated behavior.

Age is one of the strongest demographic predictors of burnout with older employees experiencing significantly greater burnout than younger employees. (T or F)

FALSE Age is one of the strongest demographic predictors of burnout with younger employees experiencing significantly greater burnout than older employees.

Research has shown that with respect to burnout, the only gender differences seem to be that men experience more emotional exhaustion symptoms, while women experience slightly more cynicism symptoms. (T or F)

FALSE Although burnout was originally presumed to affect more women than men, research does not confirm this assumption. The only gender differences seem to be that men experience more cynicism (depersonalization) symptoms, while women experience slightly more emotional exhaustion symptoms.

Coping strategies are "first line" defenses for managing stress. (T or F)

FALSE Coping strategies are aimed at helping people cope and in minimizing the negative impact once stress has been experienced. Prevention strategies are "first line" defenses for managing stress.

Deep acting is "managing observable expressions" such as maintaining a pleasant facial expression and vocal tone. (T or F)

FALSE Deep acting is the actual management of feelings, or actually trying to feel a certain way that is consistent with the emotions that are supposed to be expressed. Surface acting is "managing observable expressions" such as maintaining a pleasant facial expression and vocal tone.

In general, having an external locus of control is more beneficial than having an internal locus of control with regard to job performance and stress. (T or F)

FALSE In general, having an internal locus of control is more beneficial than having an external locus of control with regard to job performance and stress because people with such a mindset are more likely to take positive actions to address stressors as they believe that their actions will be effective.

All stress is bad. (T or F)

FALSE It is a myth that all stress is bad. In fact, all stress is not bad and some level of stress is necessary for performance.

Good time management means being an efficient workaholic. (T or F)

FALSE It is a myth that good time management means being an efficient workaholic. The best time managers work smarter, rather than harder, and focus their energy on true priorities.

As management guru Peter Drucker has famously noted, doing things right should come before doing the right things. (T or F)

FALSE Managing time with an effectiveness approach means you actually pay attention to your goals and regularly revisit what is important to you—and avoid just diligently working on whatever comes up or is urgent or in front of you. As management guru Peter Drucker has famously noted, doing the right things should come before doing things right.

One stress-management strategy closely aligned with control is that of seeking big achievements. (T or F)

FALSE One stress-management strategy closely aligned with control is that of seeking small wins.

People tend to underestimate how much large events in their lives contribute to their stress level and grossly overestimate the effects of "daily hassles." (T or F)

FALSE People tend to overestimate how much large events in their lives contribute to their stress level and grossly underestimate the effects of "daily hassles."

Coping strategies are not always practical because it is not possible to remove every stressor from the work environment. (T or F)

FALSE Primary prevention strategies are not always practical because it is not possible to remove every stressor from the work environment or our lives. In such cases, coping strategies are required.

Psychologically hardy individuals view change as a stumbling block, not a stepping stone. (T or F)

FALSE Psychologically hardy individuals see problems as challenges rather than as threats. Hardy people view change as a stepping stone, not a stumbling block.

The ABC method is a strategy used to address procrastination. (T or F)

FALSE The ABC method is a strategy used to address time management. The Swiss Cheese Method is a strategy used to address procrastination.

When under intense stress, we naturally ask for help from our network of family and friends. (T or F)

FALSE When under intense stress, we naturally withdraw from the world and concentrate exclusively on solving the problem causing the stress. Sometimes that reaction is useful and appropriate, but, more often, asking for help from our network of family and friends is crucially important to coping with stress.

When we do not know how to fill a role or what we are supposed to do in it, we experience role conflict. (T or F)

FALSE When we do not know how to fill a role or what we are supposed to do in it, we experience role ambiguity. Role conflict occurs when our multiple roles conflict with each other.

Great managers are aware of different sources of stress and seek ways to proactively manage it to avoid its harmful effects. (T or F)

FALSE Events by themselves do not cause stress, it is how we experience events, and how resilient we are, that determines how stress affects us.

Research has helped identify four recurring factors that distinguish those with psychological hardiness: psychological fitness, physical fitness, control, and challenge. (T or F)

FALSE Research has helped identify four recurring factors that distinguish those with psychological hardiness: physical fitness, commitment, control, and challenge.

Henry, a top sales executive at Personalized Inc., a personal care product company, is described around his workplace as a Type A individual. What are the characteristics of a Type A individual?

In the 1950s, cardiologists Friedman and Rosenbaum described people with a Type A behavior pattern as individuals who are engaged in a relatively chronic struggle to obtain an unlimited number of poorly defined things from their environment in the shortest period of time and, if necessary, against the opposing effects of other things or persons in this same environment. The Type A behavior pattern includes time urgency, hostility, ambitiousness, impatience, and perfectionism.

Shania, a senior HR executive at a leading retail chain, has identified mornings as her internal prime time and afternoons as her external prime time. She wishes to accomplish certain high-priority tasks (analyze recruiting pattern in the last six months; write up a report on employee retention; prepare a list of potential hires) and certain low-priority tasks (orient new hires; train junior HR executives) in the next two days. Help her plan these tasks according to her prime time.

Internal prime time is the time when we concentrate best. Since Shania has identified mornings as her internal prime time, she should schedule her high-priority tasks in the mornings. External prime time is the best time to attend to other people—those we have to deal with in classes, at work, or at home. Shania's external prime time being afternoons, she should schedule low-priority tasks in the afternoons.

Your friend Dave is an extreme believer of "What happens to me is my own doing." How would you describe him with respect to "locus of control"? Is his attitude beneficial with regard to job performance and stress?

Locus of control is the extent to which we believe we control our own environments and lives. Being an extreme believer of "What happens to me is my own doing" means that Dave has an extremely strong internal locus of control. In general, having an internal locus of control is more beneficial with regard to job performance and stress because people with such a mindset are more likely to take positive actions to address stressors because they believe that their actions actually could be effective. However, an extremely strong internal locus of control is not always beneficial. Since we cannot control every situation in our lives, to think that we can leaves us open to increased stress and physiological reactivity.

What is stress and how is it different from strain?

Stress is the physiological and psychological states of arousal activated when we encounter a stressor. Strains are defined as outcomes of stress. Often, strains are more long-term consequences of chronic stress that have not been alleviated by some means. Sustained stress plays a role in strains, ranging from heart disease to cancer, and can weaken the body's immune function so that it is less capable of fighting off illness and disease. Moreover, stress and the accompanying strains can take a huge toll on an organization's productivity and performance.

All stressors are not created equal. Give three examples of sources of stress (stressors) for yourself. Now list out top three stressors for the person you know best apart from yourself (could be a friend, parent, or sibling). Do these two lists match?

Students need to list out top three stressors for themselves and for another person they know well (could be a friend, parent, or sibling). The exercise of comparing the two lists is geared toward appreciating the fact that all stressors are not created equal. Examples of stressors include but are not restricted to speaking in front of an audience, a trip to the dentist, fear of heights, exams, or confined spaces.

Your friend Myra recently appeared for an interview for her dream job. She later described the interview to you as a washout. Although she had prepared really well, she could not think straight and her mind went blank during the interview. What is this phenomenon called? Suggest and discuss two antidotes for this.

This phenomenon of performance decrements under pressure circumstances is one of the most painful consequences of stress and is called "choking."The existing research suggests that there are two antidotes for choking that have shown promise: pressure practice and focused automated behavior. Pressure practice helps because even practicing under mild levels of stress can prevent people from falling victim to the dreaded choke when high levels of stress come around. Focused automated behavior helps one avoid choking because well-learned behaviors hold up better under stress than those that have not been fully transferred to procedural memory.

Appraisal support is feedback that builds your self-esteem. (T or F)

True

Different stressors call for different coping strategies. (T or F)

True

Emotional labor is the process of regulating both feelings and expressions for the benefit of organizational goals. (T or F)

True

Focused automated behavior is one of the antidotes for choking. (T or F)

True

Great managers are aware of different sources of stress and seek ways to proactively manage it to avoid its harmful effects. (T or F)

True

Instrumental support is support that is tangible and practical in nature and is adirect means of helping someone. (T or F)

True

Often referred to as Pareto's Law, the 80/20 rule holds that only 20 percent of the work produces 80 percent of the value. (T or F)

True

Strains are more long-term consequences of chronic stress that have not been alleviated by some means. (T or F)

True

Stress can and does facilitate higher performance and productivity. (T or F)

True

The inability to manage time is among the greatest sources of stress and can doom the most conscientious of people. (T or F)

True

What you choose not to do can be as important as what you do. (T or F)

True

Describe the major components to the stress process.

a. When people first encounter something potentially stressful in the environment, they go through primary appraisal where they evaluate the potential stressor with respect to its potential impact on them. It is possible that different people will recognize the same situation in different ways. b. If the stimulus is not deemed threatening to the person in question, he/she simply goes on with life as normal. However, if the stimulus is perceived as a threat during primary appraisal, the person will engage in secondary appraisal, which is the individual's assessment of what he/she can do in response to the threat. The individual can engage in coping, which can include cognitive and behavioral responses to the stressor.

Your sister had asked her friend to suggest a few strategies for coping with stress she was facing while trying to balance work, family, and school. She later confided to you that most of those strategies did not help in the long run, although they did temporarily reduce her stress levels. Can you predict a few of those strategies?

• Smoking • Using pills or drugs to relax • Drinking too much • Sleeping too much • Overeating or undereating • Procrastinating • Zoning out for hours in front of the TV or computer • Filling up every minute of the day to avoid facing problems • Withdrawing from friends, family, and activities • Taking out your stress on others

Identify some common myths about stress and time management.

• Stress is a personal, non-work issue and should not be a concern in a work organization. • All stress is bad. • A stressor is a stressor. • Only novices choke. • Good time management means being an efficient workaholic.

List a few organizational characteristics that have been associated with high performance and lower stress.

• Supervisor and organizational support • Frequent and open communication • Employee participation • Incentives for work-life balance • Cultivate a friendly social climate