It is important to ensure that all employees remain customer oriented and demonstrate high level of service. Therefore, as a manager, I would propose to include the following strategies to help employees cope with stress. Firstly, employees will be recommended to attend communication skills courses to ease and improve their relationship with customers and even co-workers. Such courses will also teach the employees useful tactics in handling difficult clients. Secondly, the organization will introduce a 'buddy system', where an employee is attached to another individual to act as support for one another. The system will encourage individuals to openly discuss difficulties that they face at work and share tips for improving the situation. In addition, the system will also encourage employees to keep a lookout for alarming stress symptoms that their colleagues may be having so that these can be addressed immediately.
Stress, if applied continuously and excessively, is a negative physical reaction to situations that upsets an individual's balance. On the contrary, small doses of it can actually have a positive effect on an individual by spurring him or her to perform better at something. In this case, the manager's statement is directed at Janine, who constantly experiences the symptoms of stress. Indeed, symptoms of stress can be seen in a person's behaviour, emotion, and physical conditions. Chronic stress is harmful to one's health because it disrupts the body's system, causing high blood pressure and poor immune system, increasing the risk of heart attack and speeding up the aging process. Therefore, the manager's statement about the unfavourable effect of stress on one's performance rings true.
Answer to Question 4
Sammie is de-motivated because he is unsure of his skills in dealing with different kinds of people that he meets at work. As such, he feels he is incompetent to perform well at work.
Using Social Cognitive Theory, Sammie's manager can motivate him by planning, anticipating likely outcomes and setting goals. Planning a course of action will help to anticipate the likely outcomes of these actions, while setting clear and attainable goals will ensure that Sammie remains challenged and motivated. For instance, the manager can discuss with Sammie the difficulties that he is facing with his job; draw up a plan to help Sammie overcome his fears, and keep a log book with daily targets, that Sammie can use to keep track of his daily experiences with the customers he has dealt with.
Next, Sammie's manager can put him on a training session for a period where he will observe his co-workers on the job. This is known as vicarious learning and by such observations, Sammie will be able to retain positive points and use them in actual situations. This will also better prepare Sammie in the future. This is ideal instead of immediately putting Sammie to deal with customers because the observations will prepare him for what to expect.
Self-regulating mechanisms increase self-worth and personal satisfaction by regular monitoring of one's actions. Sammie's manager