Chapter 9: Minimizing Stress and Avoiding Burnout

Which is true about a BOD?

It should be completed early in the day before an analyst starts taking calls or greeting customers.

Upon perceiving a stressful event, our mind triggers an alarm that mobilizes our body for action. These physiological changes are known as ____.

fight-or-flight reaction

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?

institutional stressors

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

False

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

False

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

False

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

False

____ is one of the first signs of dehydration.

Fatigue

When working for a bad boss, use the opportunity to ____.

-Focus on the goals of your company. -Make yourself as marketable as possible. -Commit yourself to your personal goals and relaxation.

Which is a key factor that affects how people respond to stress?

-How much control a person has over a stressor. -Whether or not a person chooses to be exposed to a stressor.

Which is true about stress?

-Too little stress can lead to boredom. -Too much stress can lead to anxiety and panic.

According to one estimate, what percentage of all visits to primary care physicians are for stress-related problems?

75-90%

What is the most important step you can take in terms of coping with stress and avoiding burnout?

Accept responsibility for the stress you are experiencing.

Which kind or stressors do you have the greatest ability to influence?

personal stressors

Which kind or stressors may include a tough commute to work or being tired from your physical fitness regimen?

personal stressors

The "R" is RSI stands for ____.

repetetive

Which is true about the relationship between time and stress management skills?

Decisions that result in wasted time can lower self-esteem and increase stress.

Which is important in today's world?

Develop project management skills.

Which is true when coping with deadlines?

Do not put off tasks until the last minute.

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

False

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

False

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

False

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

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

Which will help you eliminate time robbers?

Suggest constructive ways to make improvements.

Which is true about project management skills?

They provide you with the ability to identify and attend to details, while at the same time staying focused on the big picture.

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.

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

One of the tips for mastering change is to recognize ____ as the labor of the Information Age.

learning

For stress to be a positive part of life, it must be ____.

managed

Difficult customer situations, constantly being exposed to and needing to learn new technologies, and lack of career opportunities are considered what kind of stressors?

situational stressors

According to Charles Darwin, which people survive?

the most responsive to change

As a service desk analyst, what does the job description that ends with requiring you to perform "...other duties as assigned" mean to you?

It means that you should develop the ability to quickly figure out what needs to be done

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

False

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

False

The drawback 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

Which is a way to improve the ergonomics of your workspace?

Place the keyboard so that your wrists are straight and not resting on a hard surface.

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.

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.

True

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

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.

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.

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.

True

You have very little ability to influence institutional stressors.

True

What is a common injury that affects the hands and wrists and is linked to repetitious hand movements, such as typing on a keyboard?

carpal tunnel syndrome

When you cannot control a situation, you can ____.

change the situation control the way you respond to the situation