3.+Anger+and+Stress+Management+for+Employees

media type="youtube" key="Q3w10pkVbzY" width="425" height="350" As part of the blended learning approach to address staff dealing with difficult customers it has been identified as crucial to maintain their equilibrium through stress and anger management strategies. Some of the strategies that have been decided upon include:- //Employees are able to self-pace their learning in this area as well as attend designated training sessions. Time for reflection and review, as well as collaborative tasks are factored into this model of delivery.// // Recognise the signs of stress in themselves before they respond to a difficult customer. Think and take time before responding to the customer. // || · Employee design and booking plan for sessions.
 * Regular physical exercise. (Walking, stretching, lunchtime sports, palates or yoga sessions)
 * Maintain a calm manner when confronted with stressful situations.
 * Employ a stress/anger management consultant to give employees strategies when confronted with difficult customers.
 * Massage from professional in the form of workplace visits.
 * Support materials that address helpful and unhelpful ways of dealing with stress and anger. Published materials with online supplement support.
 * Immediate responses that may help diffuse anger in a customer. Positive demeanor and attitude that seeks to find solutions to the customers complaint.
 * Recognise the signs of stress in themselves before they respond to a difficult customer. Think and take time before responding to the customer.
 * **Lesson** || **Solutions** || **Mode of delivery** ||
 * Stress and anger management in the work environment. || * Regular physical exercise. (Walking, stretching, lunchtime sports, palates or yoga sessions)
 * Maintain calm when confronted with stressful situations.
 * Employ a stress management consultant to give employees strategies when confronted with difficult customers.
 * Massage from professional (Shoulder, back and scalp) to visit the workplace.
 * Support materials that address helpful and unhelpful ways of dealing with stress. Published materials with online supplement support.
 * Immediate responses that may help diffuse anger in a customer. Positive demeanour and attitude that seeks to find solutions to the customer’s complaint.

· Techniques gained through face-to-face training classes with professionals, including yoga and stress management consultant.

· Booked visits to the workplace.

http://www.helpguide.org/mental/stress_management_relief_coping.htm http://www.businessballs.com/stressmanagement.htm http://www.mindtools.com/pages/main/newMN_TCS.htm · Employees seek advice and support from each other. · View scenarios that show how to cope in stressful situations online or video. · Virtual reality role play exercises giving employees insights into the customers viewpoint. ||