Session 3

1
Session 3 meeting greeting
2
STOP! Assignment
Name 7 types of communications you may encounter
in one working day.
3
7 types of communications you may experience in
any one day.

• Verbal
• email
• Phone
• Visual
• Notes
• Memos
• Touch

4
The First Four Minutes!

• Client decides what they think of you
• Client decides what they think of the RSPCA

5
First impressions

• Available parking
• Tidiness of surrounds
• Cleanliness
• Bright inviting waiting room
• Odour free
• Personal grooming attitude of staff

6
Essentials!

• Smile ?
• eye contact
• Use names
• Be attentive
• Posture attention
• Voice pitch speed

7

• Thanks for calling in.
• Hi, my name is
• How can I help you?
• Terrible weather isnt it?
• Your dogs a bit ugly isnt it?
• Hello. That's a nice cat. I hope theres nothing
  wrong.

8
Summary

• Welcome the client
• Most people will introduce themselves
• Show interest
• Use the persons name
• Pronunciation
• Dont forget the client

9
STOP! Assignment

• Open Closed questions.

Mark each question as either an Open question or
a Closed question.
10
Open Questions

• Is that the only surname it can be in?
• Any other Suburb?
• What kind of sandwiches do you like?
• Do you like football or another sport?
• What kind of oysters do you like?
• What Sunday paper do you like to read?
• What else can I do for you today?

11
Closed Questions

• What is your name?
• What suburb do you live in?
• What time did you go to work?
• Have you had lunch?
• What time do you finish work?
• Do you like tuna sandwiches?
• Do you like football?
• Do you eat fresh oysters?
• Do you think Santa needs to shave his beard?

12

• Some of the employees have tattoos and wear lip
  and eyebrow rings. I dont judge by appearances
• Performance standards at work and appearance are
  closely related. If one drops off so does the
  other.
• Do power holders wear a uniform?

13

• "Clothes are to us what fur and feathers are to
  beasts and birds they not only add to our
  appearance, but they are our appearance.
• How we look to others entirely depends upon what
  we wear and how we wear it manners and speech
  are noted afterward, and character last of all.
  
• - Emily Post 1873-1960

14
Biker Chicks
15
Session 4 written communication
16
Trying to get that message across.
17

• Choose your words carefully
• Once written and delivered, it becomes a piece of
  history

18
Stop!Assignment
What different types of written communications do
you use at work?
19
Notes

• Bullet points
• Down the page not across
• Clear concise
• Legible
• Collate messages
• Authenticate
• Prioritize

20
Always make sure that written instructions are
clear and concise!
21
Signs

• Be specific
• Legible
• Obvious
• Night time friendly
• and

22
avoid confusion

• and

23
avoid misunderstandings
24
Letters (snail mail)

• Non emotive
• Correct format
• Keep copies
• Language

25
Handouts Brochures

• Make sure the info is current (and remains
  current)
• Is the content appropriate

26
STOP!Quiz
Complete the F test
27

• THE TEST
• Read the sentence below
• FINISHED FILES ARE THE RE- SULT OF YEARS OF
  SCIENTIF- IC STUDY COMBINED WITH THE EXPERIENCE
  OF YEARS.
• Now count the F's in that sentence. Count them
  only once. Now
  write that number down.
•  

28

• ANSWER ?
• 6
• A person of average intelligence finds three of
  them.If you spotted four, you're above average.
  If you got five, you can turn your nose at most
  anybody. If you saw six, you are a bloody
  genius.

29

• Finished files are the result of years of
  scientific study combined with the experience of
  years.
• The human brain tends to see them as V's and not
  F's.

30
E-Mail Etiquette / Netiquette
31
Email etiquette 1

• Dont be a novelist.
• Messages should be succinct and concise.
• Too much punctuation.
• Exclamation points (Bangs) can be annoying
• Formatting is not everything
• Try not to use HTML or Rich Text Format

32
Email etiquette 2

• Abbreviations
• FYI BTW are common, others are not!
• Salutations
• How personal is personal?
• Signatures
• 4 or 5 lines with name, title, contact details

33
Email etiquette 3

• Threads
• Reply to an email. Dont start a new email.
• Bouncing Forwarding
• Quotes
• gtand do you agree with the proposal to hire Ross?
• Yes. Please make the necessary arrangements.

34
Email etiquette 4

• Save a Tree
• Dont print off every email you receive.
• Privacy
• There is no such thing as private email.
• Blessing and a Curse
• Blessing Email is not an interactive
  conversation
• Curse Dont assume youre mail is going to be
  read straight away.

35
Email etiquette 5

• Flaming
• Email that personally attacks someone
• Its unprofessional to lose control.
• Keyboard Bravery
• Flame Wars become nasty (and documented)

36
Email etiquette 6

• How to avoid being Flamed.
• Dont write in UPPER case unless making a point
• Dont worry about someone's grammar
• Consider using BCC (blind carbon copy) in mass
  mail outs rather than CC
• Dont send frivolous or unnecessary emails (SPAM)

37
Email etiquette 7

• Read Receipts, High Priority and Important.
• Dont use read receipts
• Dont put URGENT or IMPORTANT in subject lines
• Checking
• Use spell checkers and grammar checkers
• Simpl tipos will make u lok sloppie and damage
  you re professionla credubity

38
Email etiquette 8

• Avoid sarcasm and humor
• Fraud
• Be careful about what you read - email forgery is
  trivially simple.
• Subject Line
• Meaningful and descriptive
• Eg todays meeting of training committee not
  Gday Mate
• RSPCA IT policy

39
Session 5 - Telephone
40
Telephone 2

• Dont allow the phone to ring continuously
• Answer with a smile ?
• Say good morning or good afternoon
• Be enthusiastic
• Volunteer help

41
Telephone 3

• Service every 30 seconds
• Use polite phrasing
• Use open questions
• Pay attention
• Try not to say NO!

42
Telephone 4

• Empathy
• Make the client pleased to have called
• Take notes-pencil paper
• Be confident
• Use the callers name
• Be polite
• End the call pleasantly

43
STOP!Assignment
Telephone Answering Test
44
Effective communications

• Pleasant voice
• Correct speed
• Clear manner of pronunciation (diction)
• Correct volume
• Correct Grammar
• No slang
• Use of language
• Limited hesitations

45
If your speech is

• too fast, then
• too slow, then
• too soft, then
• too monotonous, then

46
Revision 1

• Telephone Communication
• A voice and your imagination
• You and your attitude make the difference
• Three rings

47
Revision 2

• Call Answering
• Your voice is everything
• Always use your name
• Build rapport use the callers name
• YOU are the organisation

48
Revision 3

• Messages
• Gather pertinent information
• Check back the details with the caller
• Make sure the message is delivered

49
Revision 4

• Hold
• Give callers the option of waiting
• Explain why and how long
• Reassure
• Thank
• Apologize

50
Revision 5

• Transferring
• Request that they hold
• Explain to whom they are being transferred too
• How the transfer will help them
• Be aware of how your phone system works

51
Revision 6

• Complaints
• Calm the customer
• Dont get emotional
• Get to the real problem
• Formulate a plan and get agreement
• Take Action

52
Revision 7

• Making Calls on behalf of the RSPCA
• Remember attitude and voice quality
• Leave detailed messages including viable contact
  details
• Set an agenda
• YOU are the organisation

53

• Desirable Qualities
• When the voice includes a smile
• When it has a pleasant sound
• When it is well articulated
• When it sounds warm
• When it varies in pitch
• When it varies in volume
• When its loud enough

54

• Undesirable Qualities
• Nasally sound
• When they talk too slowly
• When they talk to quickly
• When there is insufficient volume
• When it sounds impatient
• When people speak in a monotone
• When people are smoking or eating
• When there is no variety of pitch or volume

55
Session 6 Assertiveness
Assertiveness is not what you do, it's who you
are! Cal Le Mon
56
Assertive v. Aggression

• Assertiveness involves putting your feelings and
  opinions forward without losing sight of another
  persons rights and feelings.
• Aggressiveness involves making demands without
  consideration for the needs of others.
• Non assertive behaviour.
• Refer to handout assertive communication

57

• Assertiveness is the ability to honestly express
  your opinions, feelings, attitudes, and rights,
  without undue anxiety, in a way that doesn't
  infringe on the rights of others.
• It's not aggressiveness, it's a middle ground
  between being a bully and a doormat.
• Its dependant on a feeling of self-efficacy

58
Why is assertiveness important?

• Depression
• Resentment
• Frustration
• Temper /violence
• Anxiety leading to avoidance
• Poor relationships of all kinds
• Physical complaints
• Parenting problems

59
Selective Assertiveness

• Is it easier to be assertive in some situations
  than in others?
• Its easier to hold your ground against strangers
  than with someone you love.
• Its important to be assertive in a relationship.
• Assertive behaviours lead to increased respect
  from others.

60
Is assertiveness the way to go?

• Before you decide to act assertively in a given
  situation, consider the consequences
• Assertive behaviour usually results in a positive
  outcome.
• Some people may react negatively to your
  assertive behaviour

61
3 parts to an assertive intervention

• 1 Empathy / Validation
• Try to show some understanding of the other
  persons feelings.
• E.G. I know that you are anxious when youre
  ready to go and Im not ready yet.

62

• 2 Statement of problem
• This describes your difficulty or dissatisfaction
  and tells why you need something to change.
• E.G. but when you do that, I get flustered and
  take even more time. By the time we get into the
  car were mad at each other and not much in the
  mood to have a good time.

63

• 3 Statement of what you want
• This is a specific request for a specific change
  in the other persons behaviour.
• E.G. From now on, lets be sure we know what time
  we want to leave, and if youre ready before I
  am, will you please just go to another room and
  read the paper or watch TV?

64
How to be effectively assertive. 1

• Use assertive body language.
• Face the person, stand or sit straight.
• Dont use dismissive gestures
• Be pleasant
• Use a serious facial expression
• Keep your voice calm and soft. Not whiney and
  abrasive.

65
How to be effectively assertive. 2

• Use I statements.
• Keep the focus on your problem, not accusing or
  blaming the other person.
• E.G. Id like to be able to tell my stories
  without interruption
• rather than, Youre always interrupting me!

66
How to be effectively assertive. 3

• Use facts, not judgments.
• E.G. 1 Your punctuation needs work and your
  formatting is inconsistent.
• Rather than, This is sloppy work
• E.G. 2 Did you know that shirt has some spots
  on it?
• Rather than, Youre not going out looking like
  THAT are you?

67
How to be effectively assertive. 4

• Express ownership of your thoughts, feelings and
  opinions.
• E.G. 1 I get angry when he breaks his promises
• Rather than, He makes me angry.
• E.G. 2 I believe the best policy is to
• Rather than, The only sensible thing is to

68
STOP!Assignment

• Go to page 31 in class notes

Complete the table at the bottom
69
The rights of an assertive person

• To express yourself
• To change your mind
• To be wrong
• To be responsible for your decisions and actions
• Not to be responsible for others
• To judge your own thoughts and actions

70
Becoming an assertive person

• Self Awareness
• aware of strengths weaknesses
• Self Esteem
• being comfortable with the way we are perceived
• Self Confidence
• developed from self awareness self esteem

71
Dealing with Confrontation

• 4 common ways to protect from confrontation
• Avoidance
• Regression
• Repression
• Blocking

72

• Using assertiveness in confrontation
• Choose the time for confrontation and set a time
  limit 
• Choose the place somewhere away from noise and
  interruption
• Maintain emotional control- it means you maintain
  control during the conversation

73
Techniques for difficult situations

• Broken Record
• Fogging
• Content to Process Shift
• Defusing
• Assertive inquiry / stop action
• Summarization
• Specificity

74
Final Points

• If you want people to respond to your ideas you
  have to be able to say what they are.
• If you dont believe you can be assertive, try
  some of the ideas in not very threatening
  situations.
• If its really scary then try it first with people
  you dont know.
• Assertive people have an increased self respect
  that is contagious

75

• Behavioural Styles
• The Director
• The Expressive
• The Thinker
• The Relater

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(No Transcript)
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STOP!Assignment
Do the self test!
78
Session 7 Handling Difficult People
79
Session 7 Handling Difficult People

• The communications process takes two people, both
  with emotions, attitudes and mannerisms.
• STOP!
• What sort of customers do we deal with?

80

• Why are they like they are?
• Angry
• Hostile
• Complainer
• Know it all
• Talker
• Quiet one

81
Problem Solving Approach

• Define the problem in terms of needs not
  solutions
• Use brainstorming for possible solutions to
  conflict
• Need to find a solution that will serve both
  parties needs
• Plan implementation. Who will do what when.
• Evaluate the solution. Has the problem been
  overcome.

82
The Angry Person

• Stay calm and cool
• Calm them down
• Dont get defensive
• Identify the problem
• Get on with the job
• Dont pass the blame onto someone else
• Dont run others down
• Dont get into an argument

83
The Talkative Person

• Stay calm
• Ask them pertinent questions
• Get to the point
• Direct their conversation to where you want it to
  go
• Take time
• Be aware of the personal needs of the speaker
• If they are lonely and only want to talk arrange
  an appointment or ring them back when you have
  more time

84
The Rude Person

• Ignore their unpleasantness, remember they are
  probably rude to everybody
• Persevere, dont take it personally
• Be as helpful as possible and be professional
• Stay calm
• Get the job done
• Listen, analyse and try to attend to specific
  needs and problems

85
The Snooty Person

1. Avoid putting them down
2. Flatter them
3. Be very careful what you say
4. Know your business
5. Keep your information up to date
6. Stay calm

86
The Silent Person

1. Dont chatter
2. Dont yell
3. Build their confidence
4. Offer short, factual information
5. Get to know them and gain their confidence
6. Use open ended questions

87
The Inquisitive Person

• Be patient
• Dont hurry them
• Keep calm
• Gain their trust
• Have a good knowledge of your products
• Always a valuable client if you can satisfy them

88
The Chronic Complainer

• Listen to them
• Let them know that youve grasped what they have
  said, that you know how they feel and that you
  take them seriously
• Include them in problem solving
• Acknowledge their role in bringing the problem to
  your attention

89

• Be Assertive!

90
Relationships within Work

• What makes a good Boss?
• What are the hallmarks of a bad Boss?
• Solve problems using tact and assertiveness

91
STOP!Assignment
House Drawing exercise
92
Rules to Adopt

• Maintain a professional and courteous manner
• Listen attentively
• Acknowledge that you are listening
• Avoid making judgments or justifying the problem
• Offer immediate and practical help and agree on a
  course of action
• Maintain open and positive non verbal
  communication
• Empathise

93
Teamwork
94

• Eleven Commandments for Successful Teamwork
• Help each other be right -- not wrong.
• Look for new ways to make new ideas work not
  for reasons they won't.
• If in doubt -- check it out. Don't make negative
  assumptions about each other.
• Help each other win and take pride in each
  other's victories.
• Speak positively about each other and about your
  organization at every opportunity.

95

• Eleven Commandments for Successful Teamwork
• Maintain a positive mental attitude no matter
  what the circumstances.
• Act with initiative and courage as if it all
  depends upon you.
• Do everything with enthusiasm -- it's contagious.
• Share the glory to get the credit -- give it
  away.
• Don't lose faith -- never give up.
• Love what you do -- have fun!

96
Session 8 Handling Grief
97

• Why are animals euthanased?

98
Grieving Process 1

• Denial- usually before death- may deny that the
  animal is ill
• Bargaining - usually before death
• Anger overt and covert
• it is essential for the resolution of grief
• refrain from reacting- may blame the organisation
  for the problem
• Guilt inward turned anger
• Depression - may occur if the owner is unable to
  manage their emotions

99
Grieving Process 2

• True grief occurs after the other symptoms have
  settled down
• Lack of support prolongs grief.
• Owner may just need to talk.
• Assure them it is normal and acceptable to
  display sadness over the loss of a pet

100
Grieving Process 3

• Resolution-the final stage occurs when all the
  stress of the grieving process is complete and
  they can enjoy the memory of the animal without
  emotional discomfort

101
Grief Support - handout

• Empathy
• Listening
• Non-judgmental
• Comfortable With Tears
• Selective Use Of Self Disclosure
• Understanding, Acceptance Boundaries
• Self Awareness Self Care
• Appropriate Compassion
• Knowledge Of The Grief Recovery Process

102

• Important to handle the dead body with care and
  respect.
• What are the advantages of being with your pet
  when it is euthanased?
• What are the disadvantages?

103

• How do we discuss the options available for
  disposal of a pet?
• How do we discuss the options for payment of
  accounts dealing with euthanasia?

104
Session 9 Stress Management
105
What is Stress?

• Stress is a psychological and physiological
  reaction to some form of pressure being applied
  to the individual. Individuals convert pressure
  into stress according to their perceptions and
  personality.
• S P gt R

106
External Internal Stressors
107
External Stressors

• Physical Environment
• Social Interaction
• Organisational
• Major Life Events
• Daily hassles
• Psychological environments
• abusive relationships

108
Internal Stressors

• Lifestyle choices
• Negative self-talk
• Mind traps
• Personality traits

109
Individuals

• Everyone is different, with unique perceptions
  of, and reactions to, events.
• There is no single level of stress that is
  optimal for all people.
• Some are more sensitive owing to experiences in
  childhood, the influence of teachers, parents and
  religion etc.

110
Positive stress

• Stress can also have a positive effect, spurring
  motivation and awareness, providing the
  stimulation to cope with challenging situations.
• Stress also provides the
• sense of urgency and
• alertness needed for
• survival when confronting
• threatening situations.

111
Acute or Chronic stress

• Stressors are defined as short term (acute) or
  long term (chronic)
• Acute Stress
• Reaction to an immediate threat (fight or flight
  response)
• Once the threat has passed the response is
  inactivated (relaxation response)

112

• Chronic Stress
• In stressful situations that are not short lived
  and the fight or flee urge must be suppressed,
  then stress becomes chronic.
• On going high pressure work
• Long term relationship problems
• Loneliness
• Persistent financial worries

113
Acute Stress-The Angry Bear Story

• Envisage being chased by a Bear!
• In response to seeing the bear, a part
• of the brain called the hypothalamic-pituitary-ad
  renal (HPA) system is activated.
• HPA triggers release of steroid hormones
  including Cortisol which marshals the body to
  deal with the bear.
• Cortisol

114
Bear story 2

• The HPA at the same time releases
  neurotransmitters such as adrenaline
• The neurotransmitters activate the amygdala,
  which triggers an emotional response. In this
  case probably fear!

115
Bear story 3

• Some neurotransmitters signal the hippocampus
  which stores the experience
• So that the person knows not to go near another
  bear
• Neurotransmitters also suppress concentration,
  inhibition and rational thought. This allows a
  person to react quickly to the bear without to
  much thought.

116
Bear story 4

• Response by heart, lungs, circulation etc
• As the bear comes closer
• Breathing becomes rapid and lungs take in more
  oxygen
• Blood flow increases 300 priming the muscles and
  brain
• Spleen discharges red and white blood cells
  allowing more oxygen to be carried in the blood

117
Bear story 5

• Immune Systems Response
• As a confrontation with the bear appears
  imminent
• Steroid hormones dampen parts of the immune
  system so that infection fighters can be rapidly
  redistributed.
• White blood cells are sent to specific front
  lines such as skin, bone marrow and lymph nodes

118
Bear story 6

• Acute Response in the Mouth Throat
• As the bear gets closer still
• Fluids are diverted from non essential locations
  such as the mouth.
• This causes dehydration and difficulty in
  talking
• Difficult to swallow.

119
Bear story 7

• Skins Response
• The stress effect diverts blood away from the
  skin to support the heart and muscle tissue.
• Also reduces likelihood of heavy blood lose.
• The physical effect is a cool, clammy, sweaty
  skin.
• Scalp also tightens so that the hair sticks up

120
Bear story 8

• Metabolic Response to Acute Stress
• Stress shuts down digestive activity, non
  essential body function during short term periods
  of physical crisis

121
Bear story 9 - conclusion

• Once the threat has passed, and providing the
  bear hasnt killed or injured you, the stress
  hormones return to normal. In turn the body
  returns to normal The Relaxation Response

122
Trivial Interlude
Postcards from St Martins Airport
123
What are the negative effects of stress?

• Stress related conditions likely to be negative
  include
• Accumulation of persistent uncontrolled stressful
  situations
• Persistent stress following severe acute response
  to a traumatic event
• An inefficient or insufficient relaxation
  response
• Acute stress in people with serious illness
  (heart disease)

124
Negative effects of stress 1

• Psychological
• Inability to adapt to stress leads to depression
  and anxiety.
• Heart Disease
• Stress is a major trigger for angina and serious
  cardiac events
• Stroke
• Men under stress are more susceptible to strokes
  than those not under stress
• Pain
• Tension headaches are highly associated with
  stress

125
Negative effects of stress 2

• Susceptibility to Infections
• Chronic stress blunts the immune system and
  increases the risk of infection
• Gastrointestinal Problems
• Prolonged stress can disrupt the digestive system
  causing diarrhea, constipation etc etc
• Eating problems
• weight gain and weight loss depending on the
  individual

126
Negative effects of stress 3

• Diabetes
• Chronic stress has been associated with the
  development of insulin resistance, a primary
  factor in diabetes
• Sleep Disturbances
• Tension from unresolved stress frequently causes
  insomnia.
• Sexual and reproductive Dysfunction
• Stress can lead to diminished sexual desire

127
Negative effects of stress 4

• Memory Concentration Problems
• Significant effects on the brain, particularly on
  memory.
• Loss of concentration causing inefficiency and
  accident proneness
• Self-medication
• Can lead to drug and alcohol abuse, tobacco use,
  abnormal eating habits or passive activities such
  as sitting in front of the TV.

128
Who is _at_ Risk?

• Personality Traits
• Some people over respond to stressful events
• Genetic Factors
• Some people have genetic factors that affect
  stress such as a better relaxation response
• The length and quality of stressors
• The longer the duration the more harmful the
  effect.

129
Individuals
_at_ Risk

• -Younger Adults
• -Working Mothers
• -Isolated individuals
• -The unemployed
• -Less educated individuals
• -People who live in cities
• -Divorced / widowed individuals

130
Others _at_ Risk

• Caregivers
• Caregivers of disabled family members
• Health Professional Caregivers
• Angry Personalities
• Less emotionally stable or have high anxiety
  levels tend to experience specific events as more
  stressful.
• Lack of social network
• Lack of established network influences stress
  disorders and stress related health problems.

131
Work Related Factors

• Job related stress is chronic stress.

• Lost time

• Risk of Illness

• Accidents

• Causes sleeplessness

• Impairs concentration

132
Work Stress

• Can lead to
• harassment or
• violence
• Extreme work stress can be fatal
• Karoushi sudden death due to work overload

133
Intense work stressors

• No participation in decisions relating to self
• Unrelenting demands for performance
• Lack of effective communications or conflict
  resolution methods
• Lack of job security
• Long hours
• Office politics and conflict between workers

134
Non Stress Conditions 1

• Anxiety Disorders
• Anxiety is an emotional disorder
• Symptoms mirror stress
• Apprehension, uncertainty,
• fear, panic
• Triggers not normally associated
• with specific threat or stressful situation
• May result from untreated chronic stress

135
Non Stress conditions 2

• Depression
• May result from untreated chronic stress
• Mimics stress symptoms
• Appetite, sleep, concentration
• Serious depression
• Sadness
• Hopelessness
• Loss of interest
• suicidal thoughts

www.beyondblue.org.au
136
Non Stress conditions 3

• Post Traumatic Stress Disorder Syndrome
• PTSD is a reaction to a very traumatic event such
  as intense combat or sexual assault
• Classified as an anxiety disorder
• Patient struggles to forgot event
• Develops emotional numbness and event related
  amnesia
• Mental flashbacks, intrusive dreams, disturbing
  thoughts.

137
Considerations for reducing STRESS

1. No single method is uniformly successful
2. What works for one person does not necessarily
   work for another
3. Controllable stress provides interest and
   excitement, and motivation toward greater
   achievement
4. Consult a doctor if there is associated illness

138
Stress reduction methods 1

• Healthy Diet
• Whole grains, vegetables, fruits
• Avoid excess alcohol, caffeine and tobacco
• Relaxation / or meditation
• Listening or playing music
• Lowers blood pressure, respiration and pulse rate
• Releases muscle tension
• Eases emotional strain

139
Stress reduction methods 2

• Re-framing
• Change the way you look at things. This wont
  change the external reality but helps you to see
  things in different light.
• Network
• talk the problem over with a friend
• Consult doctor, councillor, Chaplin
• Join a hobby club or church
• Think about taking some courses such as
  assertiveness training or conflict resolution
• Employee Assistance Program (EAP) ph. 1300 366
  789

140
Stress reduction methods 2

• Cognitive Behavioural Techniques
• Most effective way to reduce stress
• Identifies sources of stress
• Finding methods of managing and reducing stress
• Recognise limitations
• Exercise
• Effective distraction
• Fewer sick days than sedentary workers
• Stress poses significantly less danger to overall
  health in the physically active.

141
Exercise Tips

• Do Aerobics Swimming
• Yoga or Tai Chi
• Brisk walking
• (even short walks reduce stress)
• Make a plan
• (Executing a plan develops feelings of control)
• Start slowly
• strenuous exercise can be dangerous
• 10 minutes /day (3 x /week)
• 30 minutes / day (every 2nd day)

142
Time Management

• Make a list
• What MUST be done
• What SHOULD be done
• What would YOU like to do
• Cut out time wasting
• Learn to drop unimportant activities
• Say no or delegate

143
The End!

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• Thank you for your attention
• And be safe at work!

Regards Lindsay