**Connecticut WIC Program**

**Customer Service Training**

**Module Two Workbook**

Developed by Learning Dynamics

2003

![](media/image1.jpeg){width="3.7930555555555556in"
height="1.695138888888889in"}

**This project has been funded at least in part with Federal funds from
the U.S. Department of Agriculture,**

**Food and Nutrition Service, under a Fiscal Year 2001 WIC Special
Project Grant. The contents of this**

**publication do not necessarily reflect the view of policies of the
U.S. Department of Agriculture, nor does**

**mention of trade names, commercial products, or organizations imply
endorsement by the U.S. Government.**

***THE SEVEN CHARACTERISTICS OF EFFECTIVE TEAMS***

-   Clear Sense of Direction

-   Talented Members

-   Clear and Enticing Responsibilities

-   Reasonable and Efficient Operating Procedures

-   Constructive Interpersonal Systems

-   Active Reinforcement Systems

-   Constructive External Relationships

***"The 17 Indisputable Laws of Teamwork"***

by John C. Maxwell

**[LAW]{.underline} [TEAMWORK THOUGHT]{.underline}**

+-------------------------------------------+--------------------------+
| 1\. **The Law of Significance**           | You may be good -- but   |
|                                           | you're not that good!    |
| *One is Too Small a Number to Achieve*    |                          |
|                                           |                          |
| *Greatness*                               |                          |
+-------------------------------------------+--------------------------+
| 2.  **The Law of the Big Picture**        | When you see the big     |
|                                           | picture correctly, you   |
| *The Goal is More Important Than the      | serve the team more      |
| Role*                                     | quickly.                 |
+-------------------------------------------+--------------------------+
| 3\. **The Law of the Niche**              | You are most valuable    |
|                                           | where you add the most   |
| #                                         | value.                   |
|  All Players Have a Place Where They Add  |                          |
|                                           |                          |
| *the Most Value*                          |                          |
+-------------------------------------------+--------------------------+
| 4\. **The Law of Mount Everest**          | The size of your dream   |
|                                           | should determine the     |
| *As the Challenge Escalates, the Need     | size of your team.       |
| for*                                      |                          |
|                                           |                          |
| *Teamwork Elevates*                       |                          |
+-------------------------------------------+--------------------------+
| 5\. **The Law of the Chain**              | ## The                   |
|                                           | team cannot continually  |
| *The Strength of the Team Is Impacted by  | cover up its weaknesses. |
| Its*                                      |                          |
|                                           |                          |
| *Weakest Link*                            |                          |
+-------------------------------------------+--------------------------+
| 6\. **The Law of the Catalyst**           | Games are won by         |
|                                           | g                        |
| *Winning Teams Have Players Who Make*     | et-it-done-and-then-some |
|                                           | people.                  |
| *Things Happen*                           |                          |
+-------------------------------------------+--------------------------+
| 7\. **The Law of the Compass**            | When you see it, you can |
|                                           | seize it.                |
| *Vision Gives Team Members Direction and* |                          |
|                                           |                          |
| *Confidence*                              |                          |
+-------------------------------------------+--------------------------+
| 8\. **The Law of the Bad Apple**          | Your attitude determines |
|                                           | the team's attitude.     |
| ####  Rotten Attitudes Ruin a Team        |                          |
+-------------------------------------------+--------------------------+
| 9\. **The Law of Countability**           | The greatest compliment  |
|                                           | you can receive is being |
| *Teammates Must Be Able to Count on Each* | counted on.              |
|                                           |                          |
| *Other When It Counts*                    |                          |
+-------------------------------------------+--------------------------+
| 10\. **The Law of the Price Tag**         | You seldom get more than |
|                                           | you pay for.             |
| *The Team Fails to Reach Its Potential    |                          |
| When*                                     |                          |
|                                           |                          |
| *It Fails to Pay the Price*               |                          |
+-------------------------------------------+--------------------------+
| 11. **The Law of the Scoreboard**         | When you know what you   |
|                                           | do, then you can do what |
| ###                                       | you know.                |
| #  The Team Can Make Adjustments When It  |                          |
|                                           |                          |
| *Knows Where It Stands*                   |                          |
+-------------------------------------------+--------------------------+
| 12\. **The Law of the Bench**             | Better players make you  |
|                                           | a better player.         |
| ####  Great Teams Have Great Depth        |                          |
+-------------------------------------------+--------------------------+
| 13\. **The Law of Identity**              | If your values are the   |
|                                           | same as the team's, you  |
| ####  Shared Values Define the Team       | become more valuable to  |
|                                           | the team.                |
+-------------------------------------------+--------------------------+
| 14\. **The Law of Communication**         | Communication increases  |
|                                           | connection.              |
| ##  Interaction Fuels Action              |                          |
+-------------------------------------------+--------------------------+
| 15\. **The Law of the Edge**              | Everything rises and     |
|                                           | falls on leadership.     |
| *The Difference Between Two Equally*      |                          |
|                                           |                          |
| *Talented Teams is Leadership*            |                          |
+-------------------------------------------+--------------------------+
| 16\. **The Law of High Morale**           | When you do good, you    |
|                                           | feel good -- when you    |
| *When You're Winning, Nothing Hurts*      | feel good, you do good.  |
+-------------------------------------------+--------------------------+
| 17\. **The Law of Dividends**             | Is the team's investment |
|                                           | in you paying off?       |
| ##  Investing in the Team Compounds Over  |                          |
|                                           |                          |
| ##  Time                                  |                          |
+-------------------------------------------+--------------------------+

####### ***WHO ARE YOUR INTERNAL CUSTOMERS?***

External

Supplier  Internal Customer

(becomes Supplier)

 Internal Customer

(becomes Supplier)

 External

Customer

#####  

  ---------------------- ----------------------- -------------------------
  Internal Customer      Services I provide to   Expectations this
                         this internal customer  internal customer has of
                                                 my services

                                                 

                                                 

                                                 

                                                 
  ---------------------- ----------------------- -------------------------

####### ***INTERNAL CUSTOMERS***

![](media/image2.wmf)

######### **KEYS TO SUCCESS**

> 1\. Everyone has Internal Customers to Satisfy.

2.  Internal Customers have Needs.

3.  Internal Customers have Expectations of Service.

4.  Identify and Service your Internal Customers.

5.  The Entire Organization Shares the Goal of Satisfying External
    Customers.

####### ***DEALING WITH UPSET CUSTOMERS***

![](media/image3.wmf)

######### **KEYS TO SUCCESS**

1.  Remember that Customers Sometimes get Upset and Emotional.

2.  Don't Take Customers' Emotions Personally.

3.  Allow the Customer to Express Thoughts and Feelings.

4.  Identify the Problem.

5.  Try to Resolve the Customer's Problem.

6.  Don't Tolerate Abuse or Threats.

***The Anger Pyramid***

**[9 Steps to Managing Another Person's Anger:]{.underline}**

1.  Let the person vent. Encourage them to talk.

2.  Listen without interupting.

3.  Encourage them to continue:

    -   "go ahead"

    -   "yes"

    -   "what else?"

    -   "was there anything else you wanted to add?"

4.  Listen for the break:

    -   a breath

    -   a change in tone

    -   lowering of voice

    -   a pause

5.  Then recap:

    -   "as I understand your issue is..."

6.  Search for agreement:

    -   "is that correct?"

7.  "Is there anything else?"

8.  Then begin to problem solve.

9.  Works every time, if you allow for a full and complete venting.

***The Anger Pyramid***

**[Peak]{.underline}**

> **Begin Searching for Agreement**

**Venting**

**Do Not Interrupt**

**Begin Problem Solving**

# **Styles for Handling Conflict**

Directions: Indicate how often you use each of the following. Circle a
number from 1 to 5, with 1 being "rarely," 3 being "sometimes," and 5
being "always."

[RATING]{.underline}

1 2 3 4 5 1. I argue my position tenaciously.

1 2 3 4 5 2. I try to put the needs of others above my own.

1 2 3 4 5 3. I try to arrive at a compromise both parties can accept.

1 2 3 4 5 4. I try not to get involved in conflicts.

1 2 3 4 5 5. I strive to investigate issues thoroughly and jointly.

1 2 3 4 5 6. I try to find fault in other persons' positions.

1 2 3 4 5 7. I strive to foster harmony.

1 2 3 4 5 8. I negotiate to get a portion of what I propose.

1 2 3 4 5 9. I avoid open discussions of controversial subjects.

1 2 3 4 5 10. I openly share information with others in resolving

disagreements.

1 2 3 4 5 11. I enjoy winning an argument.

1 2 3 4 5 12. I go along with the suggestions of others.

1 2 3 4 5 13. I look for a middle ground to resolve disagreements.

1 2 3 4 5 14. I keep my true feelings to myself to avoid hard feelings.

1 2 3 4 5 15. I encourage the open sharing of concerns and issues.

1 2 3 4 5 16. I am reluctant to admit when I am wrong.

1 2 3 4 5 17. I try to help others avoid "losing face" in a

disagreements.

1 2 3 4 5 18. I stress the advantage of "give and take."

1 2 3 4 5 19. I encourage others to take the lead in resolving

controversy.

1 2 3 4 5 20. I state my position as only one point of view,

recognizing that there are others.

***Styles for Handling Conflict***

####### **Scoring Key**

+----------------------+---+--------------------+----+-----------------+
| ### FORCING          | # |                    | ## |                 |
|                      | # |                    | #  |                 |
|                      | # |                    | CO |                 |
|                      |   |                    | MP |                 |
|                      | A |                    | RO |                 |
|                      | C |                    | MI |                 |
|                      | C |                    | SI |                 |
|                      | O |                    | NG |                 |
|                      | M |                    |    |                 |
|                      | O |                    |    |                 |
|                      | D |                    |    |                 |
|                      | A |                    |    |                 |
|                      | T |                    |    |                 |
|                      | I |                    |    |                 |
|                      | N |                    |    |                 |
|                      | G |                    |    |                 |
+----------------------+---+--------------------+----+-----------------+
| *Statement Rating*   | * |                    | *S |                 |
|                      | S |                    | ta |                 |
|                      | t |                    | te |                 |
|                      | a |                    | me |                 |
|                      | t |                    | nt |                 |
|                      | e |                    | R  |                 |
|                      | m |                    | at |                 |
|                      | e |                    | in |                 |
|                      | n |                    | g* |                 |
|                      | t |                    |    |                 |
|                      | R |                    |    |                 |
|                      | a |                    |    |                 |
|                      | t |                    |    |                 |
|                      | i |                    |    |                 |
|                      | n |                    |    |                 |
|                      | g |                    |    |                 |
|                      | * |                    |    |                 |
+----------------------+---+--------------------+----+-----------------+
| 1 \_\_\_\_\_         | 2 |                    | 3  |                 |
|                      | \ |                    | \_ |                 |
|                      | _ |                    | \_ |                 |
|                      | \ |                    | \_ |                 |
|                      | _ |                    | \_ |                 |
|                      | \ |                    | \_ |                 |
|                      | _ |                    |    |                 |
|                      | \ |                    |    |                 |
|                      | _ |                    |    |                 |
|                      | \ |                    |    |                 |
|                      | _ |                    |    |                 |
+----------------------+---+--------------------+----+-----------------+
| 6 \_\_\_\_\_         | 7 |                    | 8  |                 |
|                      | \ |                    | \_ |                 |
|                      | _ |                    | \_ |                 |
|                      | \ |                    | \_ |                 |
|                      | _ |                    | \_ |                 |
|                      | \ |                    | \_ |                 |
|                      | _ |                    |    |                 |
|                      | \ |                    |    |                 |
|                      | _ |                    |    |                 |
|                      | \ |                    |    |                 |
|                      | _ |                    |    |                 |
+----------------------+---+--------------------+----+-----------------+
| 11 \_\_\_\_\_        | 1 |                    | 13 |                 |
|                      | 2 |                    | \_ |                 |
|                      | \ |                    | \_ |                 |
|                      | _ |                    | \_ |                 |
|                      | \ |                    | \_ |                 |
|                      | _ |                    | \_ |                 |
|                      | \ |                    |    |                 |
|                      | _ |                    |    |                 |
|                      | \ |                    |    |                 |
|                      | _ |                    |    |                 |
|                      | \ |                    |    |                 |
|                      | _ |                    |    |                 |
+----------------------+---+--------------------+----+-----------------+
| 16 \_\_\_\_\_        | 1 |                    | 18 |                 |
|                      | 7 |                    | \_ |                 |
|                      | \ |                    | \_ |                 |
|                      | _ |                    | \_ |                 |
|                      | \ |                    | \_ |                 |
|                      | _ |                    | \_ |                 |
|                      | \ |                    |    |                 |
|                      | _ |                    |    |                 |
|                      | \ |                    |    |                 |
|                      | _ |                    |    |                 |
|                      | \ |                    |    |                 |
|                      | _ |                    |    |                 |
+----------------------+---+--------------------+----+-----------------+
| *Total \_\_\_\_\_*   | * |                    | *T |                 |
|                      | T |                    | ot |                 |
|                      | o |                    | al |                 |
|                      | t |                    | \  |                 |
|                      | a |                    | _\ |                 |
|                      | l |                    | _\ |                 |
|                      | \ |                    | _\ |                 |
|                      | _ |                    | _\ |                 |
|                      | \ |                    | _* |                 |
|                      | _ |                    |    |                 |
|                      | \ |                    |    |                 |
|                      | _ |                    |    |                 |
|                      | \ |                    |    |                 |
|                      | _ |                    |    |                 |
|                      | \ |                    |    |                 |
|                      | _ |                    |    |                 |
|                      | * |                    |    |                 |
+----------------------+---+--------------------+----+-----------------+
| **AVOIDING**         |   | **COLLABORATING**  |    |                 |
+----------------------+---+--------------------+----+-----------------+
| *Statement Rating*   |   | *Statement Rating* |    |                 |
+----------------------+---+--------------------+----+-----------------+
| 4 \_\_\_\_\_         |   | 5 \_\_\_\_\_       |    |                 |
+----------------------+---+--------------------+----+-----------------+
| 9 \_\_\_\_\_         |   | 10 \_\_\_\_\_      |    |                 |
+----------------------+---+--------------------+----+-----------------+
| 14 \_\_\_\_\_        |   | 15 \_\_\_\_\_      |    |                 |
+----------------------+---+--------------------+----+-----------------+
| 19 \_\_\_\_\_        |   | 20 \_\_\_\_\_      |    |                 |
+----------------------+---+--------------------+----+-----------------+
| *Total \_\_\_\_\_*   |   | *Total \_\_\_\_\_* |    |                 |
+----------------------+---+--------------------+----+-----------------+
|                      |   | ########           |    |                 |
+----------------------+---+--------------------+----+-----------------+
|                      |   | ########           |    |                 |
+----------------------+---+--------------------+----+-----------------+

### PRIMARY CONFLICT STYLE *(highest total score) \_\_\_\_\_\_\_\_\_\_\_\_\_\_*

######### **SECONDARY CONFLICT STYLE** *(next highest total score) **\_\_\_\_\_\_\_\_\_\_\_\_\_\_***

Source: "Developing Management Skills" by Whetten and Cameron

#### **STRESS SIGNALS**

  ------------------------ ----------------------- ----------------------
  ***PHYSICAL***           ***EMOTIONAL***         ***BEHAVIORAL***

  Headaches                Depression              Alcohol abuse

  Ulcers                   Irritability            Gambling

  High blood pressure      Anxiety                 Social

  Muscle tension           Frustration             Withdrawal

  Impotence                Loneliness              Forgetfulness

  Fatigue                  Inflexibility           Absenteeism

  Insomnia                                         

                                                   
  ------------------------ ----------------------- ----------------------

HOW DO YOU USUALLY REACT TO STRESSFUL SITUATIONS?

WHAT ARE THE MOST COMMON STRESS SIGNALS FOR YOU?

#### **NATURAL RESPONSES TO STRESS**

1\. Release of cortisone from adrenal glands.

2\. Thyroid hormone increases in bloodstream.

3\. Decreases release of endorphins from hypothalamus.

4\. Reduction in sex hormones.

5\. Shutdown of entire digestive tract.

6\. Release of sugar into the blood along with increase in insulin.

7\. Increase of cholesterol in the blood.

8\. The racing heartbeat.

9\. Increased air supply.

10\. The blood thickens.

11\. The skin \"crawls.\"

12. Sensory burnout.

THERE IS NO COMPLETE MEDICAL CURE WHERE MAJOR STRESS

IS INVOLVED WITHOUT DEALING WITH THE STRESS CAUSES.

***EVERYDAY HASSLES PROFILE***

[CIRCLE THE NUMBER OF EACH HASSLE THAT HAPPENED TO YOU IN
THE]{.underline} LAST MONTH

  ------- ------------- ------------------------------ ------- -------------- ---- ---- ---- ---- --
  **0**   **NOT                                        **2**   **MODERATELY                       
          PRESENT**                                            STRESSFUL**                        

  **1**   **SOMEWHAT                                   **3**   **VERY                             
          STRESSFUL**                                          STRESSFUL**                        

  1                     Trouble with neighbors                                0    1    2    3    

  2                     Social obligations                                    0    1    2    3    

  3                     Inconsiderate smokers                                 0    1    2    3    

  4                     Health of a family member                             0    1    2    3    

  5                     Not enough money for clothes                          0    1    2    3    

  6                     Not enough money for housing                          0    1    2    3    

  7                     Concerns about owing money                            0    1    2    3    

  8                     Someone owes you money                                0    1    2    3    

  9                     Financial responsibility for                          0    1    2    3    
                        someone who doesn\'t live with                                            
                        you                                                                       

  10                    Smoking too much                                      0    1    2    3    

  11                    Drinking too much                                     0    1    2    3    

  12                    Too many responsibilities                             0    1    2    3    

  13                    Decisions about having                                0    1    2    3    
                        children                                                                  

  14                    Trouble relaxing                                      0    1    2    3    

  15                    Trouble making decisions                              0    1    2    3    

  16                    Problems with co-workers                              0    1    2    3    

  17                    Concerns about job security                           0    1    2    3    

  18                    Concerns about retirement                             0    1    2    3    

  19                    Don\'t like present work                              0    1    2    3    
                        duties                                                                    

  20                    Too many interruptions                                0    1    2    3    

  21                    Unexpected visitors                                   0    1    2    3    

  22                    Being bored                                           0    1    2    3    

  23                    Having to wait                                        0    1    2    3    

  24                    Silly practical mistakes                              0    1    2    3    

  25                    Concerns about physical                               0    1    2    3    
                        appearance                                                                

  26                    Wasting time                                          0    1    2    3    

  27                    Declining physical abilities                          0    1    2    3    

  28                    Rising cost of consumer goods                         0    1    2    3    

  29                    Not getting enough rest                               0    1    2    3    

  30                    Problems with your lover                              0    1    2    3    

  31                    Problems with your children                           0    1    2    3    

  32                    Problems with aging parents                           0    1    2    3    

  33                    Too many things to do                                 0    1    2    3    

  34                    Too many meetings                                     0    1    2    3    

  35                    Not enough personal energy                            0    1    2    3    

  36                    Regrets over past decisions                           0    1    2    3    

  37                    Difficulties with your friends                        0    1    2    3    

  38                    Transportation problems                               0    1    2    3    

  39                    Prejudice or discrimination                           0    1    2    3    
                        from others                                                               

  40                    Concerns about inner conflicts                        0    1    2    3    
  ------- ------------- ------------------------------ ------- -------------- ---- ---- ---- ---- --

***METHODS OF COPING WITH STRESS***

**THE FOLLOWING ARE WAYS OF COPING WITH STRESS. THEY ARE
[NOT]{.underline} ALL NECESSARILY DESIRABLE BUT THEY ARE USED.**

1.  Discuss specific concerns with a friend or a co-worker.

2.  Practice relaxation techniques.

3.  Engage in physical exercise.

4.  Avoid unpleasant situations, tasks, and/or people.

5.  Use prescription or non-prescription drugs.

6.  Drink excessive amounts of alcohol.

7.  Identify the cause of stress and try to overcome it.

8.  Seek psychological counseling or therapy

9.  Pray, read inspirational literature, or attend church.

10. Develop new hobbies or interests.

11. Smoke, drink coffee, or eat more often.

12. Try to find some humor in the situation.

13. Ignore the situation and hope it goes away.

14. Buy new toys.

15. Sleep.

16. 

17. 

18. 

19. 

20. 

21. 

22. 

23. 

24. 

25. 

26. 

27. 

28. 

29. 

30. 

***EVERYDAY STRESSORS IN THE LAST 30 DAYS***

USE HASSLES WHICH YOU CIRCLED AS #3, THEN PROCEED TO #2, ETC.

1\.

2\.

3\.

4\.

5\.

6\.

7\.

##### HOW I HAVE COPED WITH THESE STRESSORS

1\.

2\.

3\.

4\.

5\.

6\.

7\.

***MAJOR STRESSORS***

**CIRCLE WHICH OF THE FOLLOWING HAS OCCURRED IN YOUR LIFE IN THE LAST
SIX MONTHS**

+----------------------------------------------------+-----------------+
| **LIFESTYLE CHANGE**                               | ###### SCORE    |
+----------------------------------------------------+-----------------+
| Death of a husband or wife                         | 100             |
+----------------------------------------------------+-----------------+
| Divorce                                            | 73              |
+----------------------------------------------------+-----------------+
| Marital separation                                 | 65              |
+----------------------------------------------------+-----------------+
| Jail sentence or being institutionalized           | 63              |
+----------------------------------------------------+-----------------+
| Death of a close family member                     | 63              |
+----------------------------------------------------+-----------------+
| Illness or injury                                  | 53              |
+----------------------------------------------------+-----------------+
| Marriage                                           | 50              |
+----------------------------------------------------+-----------------+
| Loss of job                                        | 47              |
+----------------------------------------------------+-----------------+
| Reconciliation with marriage partner               | 45              |
+----------------------------------------------------+-----------------+
| Retirement                                         | 45              |
+----------------------------------------------------+-----------------+
| Health problem of close family member              | 44              |
+----------------------------------------------------+-----------------+
| Pregnancy                                          | 40              |
+----------------------------------------------------+-----------------+
| Sex problems                                       | 39              |
+----------------------------------------------------+-----------------+
| Addition to family                                 | 39              |
+----------------------------------------------------+-----------------+
| Major change at work                               | 39              |
+----------------------------------------------------+-----------------+
| Change of financial status                         | 39              |
+----------------------------------------------------+-----------------+
| Death of a friend                                  | 37              |
+----------------------------------------------------+-----------------+
| Change in line of work                             | 36              |
+----------------------------------------------------+-----------------+
| Change in number of marital arguments              | 35              |
+----------------------------------------------------+-----------------+
| Large mortgage taken out                           | 31              |
+----------------------------------------------------+-----------------+
| Mortgage or loan foreclosed                        | 30              |
+----------------------------------------------------+-----------------+
| Responsibility change                              | 29              |
+----------------------------------------------------+-----------------+
| Child leaves home                                  | 29              |
+----------------------------------------------------+-----------------+
| In-law problems                                    | 29              |
+----------------------------------------------------+-----------------+
| Personal achievement realized                      | 28              |
+----------------------------------------------------+-----------------+
| Wife starts or stops work                          | 26              |
+----------------------------------------------------+-----------------+
| Starting at new school                             | 26              |
+----------------------------------------------------+-----------------+
| Leaving school                                     | 26              |
+----------------------------------------------------+-----------------+
| Change in living conditions                        | 25              |
+----------------------------------------------------+-----------------+
| Change in personal habits                          | 24              |
+----------------------------------------------------+-----------------+
| Trouble with employer                              | 23              |
+----------------------------------------------------+-----------------+
| Change in working hours                            | 20              |
+----------------------------------------------------+-----------------+
| Change in residence                                | 19              |
+----------------------------------------------------+-----------------+
| Change in recreation                               | 19              |
+----------------------------------------------------+-----------------+
| Change in church activities                        | 18              |
+----------------------------------------------------+-----------------+
| Change in social activities                        | 17              |
+----------------------------------------------------+-----------------+
| Small mortgage taken out                           | 17              |
+----------------------------------------------------+-----------------+
| Change in sleeping habits                          | 16              |
+----------------------------------------------------+-----------------+
| Change in number of family get togethers           | 15              |
+----------------------------------------------------+-----------------+
| Major change in eating pattern                     | 15              |
+----------------------------------------------------+-----------------+
| Holiday                                            | 13              |
+----------------------------------------------------+-----------------+
| Christmas                                          | 12              |
+----------------------------------------------------+-----------------+

***EPISODIC, WORK RELATED STRESS***

**PUT A CHECK MARK NEXT TO ANY OR ALL OF THE FOLLOWING THAT HAVE
OCCURRED TO YOU IN THE LAST 12 MONTHS**

1.  Being transferred against my will to a new position or assignment.

2.  Being shelved (moved to a less important job).

3.  Experiencing a decrease in status (either actual or in relation to
    my peers).

4.  Being disciplined or seriously reprimanded by my supervisor.

5.  Having my request to transfer to a new, more satisfying job
    rejected.

6.  Sustaining a sudden significant change in the nature of my work.

7.  Learning of the cancellation of a project I was involved with and
    considered important.

8.  Encountering major or frequent changes in instructions, policies, or
    procedures.

9.  Being promoted or advanced at a slower rate than I expected.

10. Being transferred voluntarily to a new position or assignment (not a
    promotion).

11. Anticipating my own imminent retirement.

12. Undergoing a major reorganization (at least throughout my
    department).

13. Experiencing a sudden decrease in the number of positive
    recognitions of my accomplishments (from any source).

14. Encountering a major change (increase or decrease) in the technology
    affecting my job.

15. Giving a major briefing or formal presentation.

16. Encountering a significant deterioration or improvement in
    environmental conditions (lighting, noise, temperature, space, etc.)

17. Acquiring a new boss or supervisor.

18. Sustaining a sudden, significant increase or decrease in the
    activity level or pace of my work.

19. Undergoing a major relocation of my workplace.

20. Experiencing an increase in status.

21. Being required to work more hours per week than normal due to crises
    or deadlines.

22. Experiencing the transfer, resignation, termination, or retirement
    of a close friend or valued colleague.

23. Being promoted or advanced at a faster rate than I expected.

24. Acquiring new subordinates or co-workers.

25. Encountering a major change in my work schedule.

#### **CHRONIC, WORK RELATED STRESS**

PUT A CHECK MARK NEXT TO ANY OR ALL OF THE FOLLOWING THAT HAVE OCCURRED
TO YOU IN THE LAST 12 MONTHS

1.  I am unclear about what is expected of me.

2.  My co-workers seem unclear about what my job is.

3.  I have differences of opinion with my superiors.

4.  The demands of others for my time are in conflict.

5.  I lack confidence in management.

6.  Management expects me to interrupt my work for new priorities.

7.  Conflict exists between my unit and others it must work with.

8.  I get feedback only when my performance is unsatisfactory.

9.  Decisions or changes that affect me are made without my knowledge or
    involvement.

10. I am expected to accept the decisions of others without being told
    their rationale.

11. I must attend meetings to get my job done.

12. I am cautious about what I say in meetings.

13. I have much to do and too little time in which to do it.

14. I do not have enough work to do.

15. I feel overqualified for the work I actually do.

16. I feel under qualified for the work I actually do.

17. The people I work with closely are trained in a field that is
    different than mine.

18. I must go to other departments to get my job done.

19. I have unsettled conflicts with my co-workers.

20. I get no personal support from my co-workers.

21. I spend my time \"fighting fires\" rather than working according to
    a plan.

22. I do not have the right amount of interaction (too much or too
    little) with others.

23. I do not receive the right amount of supervision (too much or too
    little).

24. I do not have the opportunity to use my knowledge and skills.

25. I do not receive meaningful work assignments.

List below the three work related stressors that are most stressful for
you.

1\.

2\.

3\.

#### **COPING TECHNIQUES**

1.  ATTITUDE

2.  NUTRITION

3.  EXERCISE

4.  MEDITATION

5.  BIOFEEDBACK

6\. SUPPORT SYSTEM

***GUIDELINES FOR STRESS MANAGEMENT***

1\. PERSONAL COMMITMENTS\...

2\. PROVEN TECHNIQUES\...

3\. STRESS MANAGEMENT IS UNIQUE\...

4\. PATIENT\...

5\. LIFE LONG\...

6\. CHOOSE BATTLES\...

7\. POSITIVE ATTITUDE\...

8\. ONE STEP AT A TIME\...

9\. CALCULATED RISKS\...

10\. EASY FIRST\...

11\. EXPECTATIONS...

12\. NEW INFORMATION\...

13\. SUPPORT SYSTEMS\...