Chapter 9

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

False

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

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

One of the tips for mastering change is to recognize ____ as the labor of the Information Age. -learning -responding -adapting -technology

learning

For stress to be a positive part of life, it must be ____. -managed -eliminated -worked around -ignored

managed

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

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

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

False

____ is one of the first signs of dehydration. -Fatigue -Irritability -Nervousness -Stuttering

Fatigue

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

Do not put off tasks until the last minute

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

Accept responsibility for the stress you are experiencing

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

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. -Only people who work on large projects or develop new systems need project management skills. -Good project management skills can be developed very quickly and are highly transferable. -They are not transferable, as each company has their own way of managing projects.

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

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

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

True

The "R" is RSI stands for ____. -relaxation -realistic -reaction -repetitive

repetitive

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

situational 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

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