Help Desk Customer Service Quiz #9(Homework)

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

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

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

According to Charles Darwin, which people survive?

the most responsive to change

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

75-90%

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

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

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

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

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

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

When you cannot control a situation, you can ____.

change the situation control the way you respond to the situation Both A and B.

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