2. LEARNING GOAL: To provide the student with techniques to
identify, prevent, and manage stress. OBJECTIVES: 12.0 - Comprehend
stress management techniques
3. 12.01 Define stress (1) Stress is defined as physical,
mental or emotional factors that cause bodily or mental tension.
(2) Eustress is defined as any stress associated with pleasant
experiences or positive emotions. (3) Distress is defined as any
stress reaction resulting from unpleasant or harmful events or
consequences. (4) A stressor is defined as any factor with the
potential to produce stress.
4. 12.02 Describe stressors unique to the telecommunicator and
the telecommunication profession (1) Multi-tasking (2) Life or
death situations (3) Being restricted to verbal communication only
(4) Urgency (5) Scheduling demands
8. 12.03 DESCRIBE TECHNIQUES NECESSARY TO PREVENT AND MANAGE
STRESS
9. 12.03 (1) Practice self-recognition of stress Recognize
stress as physical, emotional, behavioral, and cognitive symptoms
(a) Physical stress indicators May include Untreated physical
stress could lead to other serious medical conditions. Soreness in
ones joints Indigestion/heartburn Headaches Changes in weight
Insomnia Chronic fatigue
10. 12.03 (1) (b) Emotional stress indicators May include
Crying unexpectedly and for no apparent reason Easy irritability
Flashes of anger Inappropriate fear Guilt Anxiety/depression
Generalized persistent frustration
11. 12.03 (1) (c) Behavioral stress indicators May include
Pacing Erratic movements Anti-social acts Social withdrawal
Appetite changes Substance abuse
12. 12.03 (1) (d) Cognitive stress indicators May include
Memory loss Confusion Nightmares Excessive attention to detail
Difficulty making decisions Difficulty concentrating Inability to
solve problems Feelings of being overwhelmed
13. 11.03(2) Methods to reduce and/or manage stress includes:
(a) Take regular breaks (b) Establish proper eating habits (c)
Maintain a good support system (d) Get adequate sleep (e) Develop a
regular physical activity regime outside of work (f) Perform desk
exercises to relieve tension from being sedentary (g) Dont take
things personally (h) Let go of control when needed (i) Realize
that closure is not always possible (j) Seek help from your agencys
Employee Assistance Program if needed (k) Enjoy life outside of the
work environment; develop non-work related hobbies
14. 12.04 Explain Critical Incident Stress Management (CISM)
(1) A critical incident may be any situation faced by PSTs that
causes them to experience unusually strong emotional reactions
which have the potential to interfere with their ability to
function on duty or later. The incident, regardless of the type,
generates unusually strong feelings in the employees. The PST is
having a normal reaction to an abnormal event.
15. 12.04 (2) CISM is a structured process for managing the
stress involved in a critical incident that may include group or
individual debriefing where participants share experiences and
emotions and are provided referrals if additional help is
required.
16. 12.05 Describe actions necessary to manage stress during an
in progress incident (1) Remain focused on the incident (2) Do not
hesitate to ask for assistance, if needed (3) Know and follow
established protocols (4) Avoid personalizing the situation (5)
Change your position (stand up) (6) Take a deep breath