Chapter 5: Cust Service Exam 2

smartphone

a mobile phone that combines functionalities of a PDA and cell phone with internet connectivity capability

personal digital assistant (PDA)

electronic hand held personal organizer

positive stress

force that motivates and energizes you rather than makes you anxious and frustrated

burnout

"feeling of physical and emotional exhaustion, due to stress from working with people under difficult or demanding situations

time management

consists of identifying activities that must be completed and then prioritizing those activities so that the most important ones are accomplished first

negative stress

decreases productivity and comes from worrying about things you have no power to change

anger management

process of learning to recognize sign that you are becoming angry, and taking action to calm down and deal with the situation in a positive way

relaxation

refers to state of being, is self initiated, and cause physiological and psychological changes

procrastination

the act of putting something off, comes in many forms