CEUs: 0.35

Fee: $169 ($129 member)

Bring this program to your organization. It can be customized to meet your specific needs. Call 480-967-7544 for details or e-mail Katrina.

• Be a Customer Service Superstar

• Filing and Records Management

• Managing the Angry Public

• Robert's Rules of Order

• Taking Minutes of Meetings

• Ultimate Administrative Assistant

• Effective Time Management

• Getting Organized

• Managing Multiple Priorities

• Mastering Change

• Stress Busters: Humor, Laughter and Play

• Stress Management and Burnout Prevention

• Building Resiliency

• Dealing with Trauma and Loss

• Humor, Laughter and Play: The Stress Busters

• Stress Management and Burnout Prevention

How do you handle stress when the nature of your job is stress?  If you deal with difficult customers on a regular basis, or you have to enforce unpopular policies, or your job is fast-paced and customer intensive, then this program is for you. 

Length:  One 4-hour session

Instructor:  Welch-McGrath

Who should attend: Anyone who would like to cope more effectively with the stress of a fast- paced, high-customer contact job.

Benefits:

• Increased resilience in the face of stress.

• Greater confidence in your ability to solve job-related problems.

• A toolkit for avoiding burnout and other stress-related effects.

Learning Outcomes:

By the end of this program, you will be able to:

• Assess the stressful situations you encounter in your job.

• Explore different techniques for dealing with each stress situation.

• List and practice methods for handling conflicts and situational changes.

• Identify and use self-management techniques to reduce the effects of on-the-job stress.

Program Outline:

I.          Definitions

II.          Assessing your current stress levels

            A.         Symptoms

            B.         Identifying actual or potential areas of stress and conflict

            C.         Assessing current coping levels

III.         Techniques for dealing with stressful job situations

            A.         Organizing and pacing

            B.         Understanding and managing conflict

            C.         Dealing with difficult customers

IV.        Self management for the long run

            A.         Obstacles and advantages

            B.         Stress-reduction action planning