Chapter 5Chapter 5

Managing StressManaging Stress

Managing Stress and Managing Stress and BurnoutBurnout

Stress is a cause of psychological problems as well Stress is a cause of psychological problems as well as physical reactions, such as ulcers, high blood as physical reactions, such as ulcers, high blood pressure, backaches, and heart disease.pressure, backaches, and heart disease.

An estimated 75 to 90 percent of visits to doctors An estimated 75 to 90 percent of visits to doctors are somehow stress related.are somehow stress related.

Stress is associated with high levels of Stress is associated with high levels of dissatisfaction, absenteeism, turnover, lost dissatisfaction, absenteeism, turnover, lost productivity, and lawsuits.productivity, and lawsuits.

It may result in a climate that stifles creativity.It may result in a climate that stifles creativity. It has been implicated in workplace violence and It has been implicated in workplace violence and

employee suicide.employee suicide. Total stress-related costs to U.S. businesses are Total stress-related costs to U.S. businesses are

$200 to $300 billion annually.$200 to $300 billion annually.

Global Perspectives: KaroshiGlobal Perspectives: Karoshi KaroshiKaroshi, three Japanese characters that literally mean , three Japanese characters that literally mean

“excessive,” “labor,” and “death,” is a term given by the “excessive,” “labor,” and “death,” is a term given by the Japanese to sudden death from heart attack or stroke Japanese to sudden death from heart attack or stroke induced by job stress.induced by job stress.

Japanese work, on average, 225 hours per week, or six Japanese work, on average, 225 hours per week, or six workweeks, more per year than their American counterparts.workweeks, more per year than their American counterparts.

Their overwork is driven in part by employers’ demands and Their overwork is driven in part by employers’ demands and expected loyalty to the company, and by the weakness of expected loyalty to the company, and by the weakness of Japan’s labor unions.Japan’s labor unions.

It appears that karoshi results primarily from feelings of It appears that karoshi results primarily from feelings of depression and helplessness combined with overwork.depression and helplessness combined with overwork.

Karoshi is now recognized by the Japanese government as a Karoshi is now recognized by the Japanese government as a cause of death under the country’s worker compensation cause of death under the country’s worker compensation laws.laws.

Concepts Involved in Stress Concepts Involved in Stress ManagementManagement(Figure 5-1)(Figure 5-1)

Stressors StressStress

Reactions

Physiological Reactions in StressPhysiological Reactions in Stress(Figure 5-2)(Figure 5-2)

StressorsCerebralCortex

perceived by

Hypo-thalamus

which alerts

StressReactions

which carries hormones to organs and

muscles

BloodStream

which puts hormones

into

AutonomicNervousSystem

which activates

Pituitary

which activates

AdrenalGlands

which activates

secretes ACTH, which

activates

Stage 3

Body Can NoLonger ResistStressor:PhysiologicalBreakdown Occurs

Exhaustion

The General Adaptation SyndromeThe General Adaptation Syndrome(Figure 5-3)(Figure 5-3)

Stressor

Stage 1

Body Preparesfor Action;IncreasedArousal

Alarm

Stage 2

Attempts areMade to CopeWith SpecificStressor

Resistance

Eustress and DistressEustress and Distress(Figure 5-4)(Figure 5-4)

Reaction to Stress

Positive

Negative

Very Low

Very HighStress

Level

Eustress

Distress

StressorsStressors

StressorsRoleStressors

Hassles

LifeEvents

EmotionalLabor

Specific JobDemands

InterpersonalConflict

WorkEnvironment

Responsibilityfor Others

Dealing WithOthers’ Stress

Stressors in the Work EnvironmentStressors in the Work Environment

Job riskJob risk Prolonged noiseProlonged noise Glaring or inadequate lightingGlaring or inadequate lighting Temperature variationsTemperature variations Poor air qualityPoor air quality Required repetitive motionsRequired repetitive motions

Focus on Management:Focus on Management:FDNY Tries to Rescue Its OwnFDNY Tries to Rescue Its Own

Members of the New York City Fire Members of the New York City Fire Department (FDNY) played heroic roles Department (FDNY) played heroic roles following the September 11, 2001 terrorist following the September 11, 2001 terrorist attacks on the World Trade Center.attacks on the World Trade Center.

Now, the FDNY is facing another rescue Now, the FDNY is facing another rescue attempt, trying to find and treat emotionally attempt, trying to find and treat emotionally troubled firefighters.troubled firefighters.

The nightmarish events of the day haunt The nightmarish events of the day haunt surviving FDNY members, causing surviving FDNY members, causing retirements, stress leaves, and seeking of retirements, stress leaves, and seeking of psychological help.psychological help.

Web Wise: ToastmastersWeb Wise: Toastmasters Toastmasters International is an organization Toastmasters International is an organization

dedicated to helping people to develop dedicated to helping people to develop better listening, thinking, and speaking skills.better listening, thinking, and speaking skills.

At Toastmasters, members learn by speaking At Toastmasters, members learn by speaking to groups and working with others in a to groups and working with others in a supportive environment.supportive environment.

Each Toastmasters meeting gives Each Toastmasters meeting gives participants an opportunity to conduct participants an opportunity to conduct meetings, give impromptu speeches, present meetings, give impromptu speeches, present prepared speeches, and offer constructive prepared speeches, and offer constructive evaluation.evaluation.

http://www.toastmasters.orghttp://www.toastmasters.org

Stressful Life EventsStressful Life Events(Figure 5-5)(Figure 5-5)

EVENT RELATIVESTRESSFULNESS

Death of a spouse 100Divorce 73Marital separation 65Jail term 63Death of a close family member 63Personal injury or illness 53Marriage 50Fired from a job 47Retirement 45Pregnancy 40Death of a close friend 37Son or daughter leaving home 29Trouble with in-laws 28Trouble with boss 23Change in residence 20Vacation 13Christmas 12Minor violations of the law 11

HasslesHassles While “big” things, such as While “big” things, such as

deaths and disasters, are clearly deaths and disasters, are clearly stressful, so are daily hassles.stressful, so are daily hassles.

Such things as a troublesome Such things as a troublesome neighbor, home renovations, a neighbor, home renovations, a long daily commute, financing long daily commute, financing children’s education, and even children’s education, and even dealing with a malfunctioning dealing with a malfunctioning teller machine can all add to teller machine can all add to one’s stress levels.one’s stress levels.

What these things lack in severity What these things lack in severity they make up in frequency.they make up in frequency.

Role StressorsRole Stressors

RoleStress

Role Overloador Underload

Role Conflict:Conflicting

Expectations

Role Ambiguity:Unclear

Expectations

Forms of Role ConflictForms of Role Conflict

Intersender role conflictIntersender role conflict results from results from conflicting expectations of different role senders.conflicting expectations of different role senders.

Intrasender role conflictIntrasender role conflict occurs when a single occurs when a single role sender transmits incompatible expectations.role sender transmits incompatible expectations.

Inter-role conflictInter-role conflict comes about through comes about through incompatible demands of different roles.incompatible demands of different roles.

Person-role conflictPerson-role conflict results from clashes results from clashes between role demands and personal values and between role demands and personal values and expectations.expectations.

Role Overload and UnderloadRole Overload and Underload(Figure 5-6)(Figure 5-6)

Nature of Mismatch

Work Work Amount Type

Insufficient

Level ofMismatch

Excessive

QuantitativeUnderload

QuantitativeOverload

QualitativeUnderload

QualitativeOverload

Personal Influences on StressPersonal Influences on Stress

StressOptimism-

Type ABehavior Pattern

+

Hardiness-

TensionDischarge Rate

-

Some Signs of StressSome Signs of Stress

Trouble in concentratingTrouble in concentrating Working excessively but not effectivelyWorking excessively but not effectively Feeling that you’ve lost perspective on what’s Feeling that you’ve lost perspective on what’s

important in lifeimportant in life Angry outburstsAngry outbursts Changes in sleeping patternsChanges in sleeping patterns Loss of interest in social and recreational activitiesLoss of interest in social and recreational activities Prolonged fatigueProlonged fatigue Increases in smoking, drinking, and eatingIncreases in smoking, drinking, and eating A feeling that you just can’t face the dayA feeling that you just can’t face the day

ReducedPerformance,

OtherNegativeEffects

Major Components of BurnoutMajor Components of Burnout(Figure 5-7)(Figure 5-7)

Physical Exhaustion(Fatigue, Lack of Energy)

Emotional Exhaustion(Depression, Feelings

of Hopelessness)

Attitudinal Exhaustion(Cynicism, Negative Views ofOthers, of One’s Own Work)

Feelings of LowPersonal

Accomplishment

Intense andProlonged

Work-RelatedStress

Web Wise: Dale Carnegie TrainingWeb Wise: Dale Carnegie Training

Dale Carnegie’s book, Dale Carnegie’s book, How to Win Friends How to Win Friends and Influence Peopleand Influence People, inspired generations , inspired generations of salespeople and others with its messages of salespeople and others with its messages about the power of positive thinking.about the power of positive thinking.

Dale Carnegie Training teaches selling and Dale Carnegie Training teaches selling and public speaking skills and publishes a public speaking skills and publishes a variety of books. It has implemented variety of books. It has implemented training in over 400 of the Fortune 500 training in over 400 of the Fortune 500 corporationscorporations

It has more than 4 million graduates, 2,700 It has more than 4 million graduates, 2,700 professional instructors, and courses in 70 professional instructors, and courses in 70 countries and 20 languages.countries and 20 languages.

http://www.dale-carnegie.com/http://www.dale-carnegie.com/

Successful Wellness ProgramsSuccessful Wellness Programs Wellness programs offered by Sentara Wellness programs offered by Sentara

Healthcare and Chevron Corporation were Healthcare and Chevron Corporation were winners of the C. Everett Koop National winners of the C. Everett Koop National Health Award.Health Award.

Sentara’s Healthy Edge program Sentara’s Healthy Edge program incorporates awareness of health risks, incorporates awareness of health risks, handbooks about common disorders and handbooks about common disorders and how to treat them, and many on-site how to treat them, and many on-site fitness programs. It also encourages fitness programs. It also encourages “power naps” during work hours.“power naps” during work hours.

Chevron has an on-site fitness center, Chevron has an on-site fitness center, coaches who lead stretching exercises coaches who lead stretching exercises during breaks in the offices, and staff during breaks in the offices, and staff specialists who facilitate such specialists who facilitate such “energizers” as stretches and laughter “energizers” as stretches and laughter before meetings. Employees can set before meetings. Employees can set “ergonomic breaks” on their computers.“ergonomic breaks” on their computers.

The Bottom Line: The Stress The Bottom Line: The Stress Management ProcessManagement Process

Identify MajorPersonal and

Work Stressors

Identify MajorPersonal and

Work Stressors

ImplementStrategies to

Reduce orEliminateStressors

ImplementStrategies to

Reduce orEliminateStressors

ImplementStrategies to

Reduce orEliminate NegativeStress Reactions

ImplementStrategies to

Reduce orEliminate NegativeStress Reactions

Develop MoreEffective CopingMechanisms forHandling Stress-

ful Situations

Develop MoreEffective CopingMechanisms forHandling Stress-

ful Situations

Use OrganizationalResources for

Managing StressMore Effectively

Use OrganizationalResources for

Managing StressMore Effectively