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Optimizing Stress in the Support Center
by Rebecca Braden Nordeman, softcover, 32 pages, $19.95



Stress management has done little to prevent burnout among talented support professionals.  But a new approach called "stress optimization" can reduce stress before it hurts people.  Becky Nordeman, a support researcher and consultant, explains why controlling stress is good business. You'll discover three attitudes that make individuals and organizations "stress resistant," and learn to cultivate those traits to create a healthy and productive support center.

Table of Contents

  1. Beyond stress management
    • Why stress management fails
    • The two-edged sword
    • Stress optimization, briefly defined
  2. The war on stress
    • Major pressures on the support center
    • The casualties: your best support analysts
    • Survival of the hardiest
    • Creating the hardy organization
  3. Building commitment
    • Developing a credible leadership
    • Establishing a climate of trust
    • Contracting for clear expectations
    • Committing to share information
    • Insuring personal and professional development
  4. Building control
    • Promoting self-knowledge
    • Discussing unique stressors and developing a plan of attack
    • Breaking the stress cycle
    • Encouraging participation at all levels
    • Renegotiating psychological contacts during times of change
  5. Building challenge
    • Modeling optimistic attitudes from the top down
    • Identifying growth opportunities
    • Rewarding creative organizational problem solving
    • Valuing continuous organizational learning
    • Establishing support systems, and "caring harder"
  6. Stress is a leadership issue
    • Stress is an organizational problem
    • A three-step approach optimization

Appendix - Where to learn more

The Resource Center for Customer Service Professionals
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Last modified January 18, 2012