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CHAPTER 17
MANAGING STRESS AND PERSONAL PROBLEMS
CHAPTER OUTLINE AND LECTURE NOTES
Companies are concerned about preventing and reducing stress to improve productivity,
including having employees overcome personal problems that interfere with work. The
individual also should be concerned about stress and personal problems in order to stay well.
I. THE PHYSIOLOGY AND CONSEQUENCES OF STRESS
Stress is an internal reaction to any force that threatens to disturb a person’s equilibrium,
usually resulting in some form of emotional discomfort. A stressor is the external or
internal force that brings about the stress. (Students often confuse the difference between
stress and stressor.)
A. Physiological Changes
The body prepares itself chemically to do battle against the stressor (the fight-or-
flight response) resulting in the physiological symptoms of stress such as an increase
in heart rate. The activation of hormones when the body has to cope with a stressor
produces a short-term physiological reaction. Among the most familiar reactions are
increases in heart rate, blood pressure, and blood glucose as well as blood clotting.
Positive and negative stressors can bring about physiological changes. In the long run,
negative experiences create unpleasant feelings such as anxiety and feeling ill at ease.
B. Consequences and Symptoms
A stressful life event usually leads to a high cholesterol level and high blood pressure.
Too much arousal over a period of time can lead to psychosomatic disorders. A series
of studies indicated that job stressors such as a hostile work environment or excessive
hours can enhance a worker’s risk for cardiovascular disease. Stress symptoms vary
considerably from one person to another. A major consequence of stress is that if
affects our ability to fight infection, especially in the long run.
1. Challenge versus Hindrances Stressors. Stressors can have positive or negative
consequences. Challenge stressors are stressful events and thoughts that have a
positive direct effect on motivation and performance. Workers perceive these
stressors as relatively under their control. Hindrance stressors are those
stressful events and thoughts that have a negative effect on motivation and
performance. Hindrance stressors are usually perceived as beyond the control
of the worker.
The concept of challenge stressors indicates that stress can play a positive role
in our lives. The right amount of stress prepares us for meeting difficult
challenges and spurs us on to peak intellectual and physical performance.
2. The Consequences of Negative Stress. Hindrance stressors have enormous
financial consequences for companies, including unwanted turnover. A major
consequence of stress is that it affects our ability to fight infections because of a
damaged immune system. A long-term negative consequence of extreme stress is
post-traumatic stress disorder (PSTD) in which the person is disturbed any an
intense stressor from the past.
3. Overall Relationship between Stress and Job Performance. As shown in Figure
17-2, moderate amounts of stress are usually the best for performance. However,
certain forms of stress are likely to lower performance even if the stress is
moderate. An example would be an intimidating boss. Moderate stress is placed in
the optimal performance zone as often created by challenge stressors.
4. Burnout as a Consequence of Long-Term Stress. One of the major problems of
prolonged stress is that it may lead to burnout, a condition of emotional, mental,
and physical exhaustion in response to long-term job stressors. The burned-out
person often becomes cynical. A hostile work environment, such as being
harassed by coworkers and managers, is a major contributor to burnout. Showing
gratitude for hard work by employees is particularly helpful in preventing and
treating burnout because so many employees feel unappreciated.
II. SOURCES OF STRESS IN PERSONAL LIFE
Almost any form of frustration, disappointment, setback, inconvenience, or crisis in your
personal life can cause stress. The list is dynamic because new sources of stress emerge
continuously. Our life stage helps determine which events are stressors.
1. Significant life change. A general stressor that encompasses both work and
personal life is having to cope with significant change. Two such stressful
changes are separation from a partner, and personal injury or illness.
2. Low self-esteem. Low self-esteem has several links to stress. Being in a bad mood
continually functions like a stressor. Also, people with low self-esteem get hurt
more by insults. Another problem is that people with low self-esteem doubt their
ability to work their way out of problems. As a result, minor challenges appear to
be major problems.
3. Everyday annoyances. Managing everyday annoyances can have a greater impact
on your health than major life catastrophes. “Small stuff” can do more damage
than “big stuff.”
4. Social and family problems. Many stressors are found at home and among
friends. Most physical acts of violence are committed among friends and family
members.
5. Physical and mental health problems. Stress creates physical and mental health
problems and being ill physically or mentally acts as a stressor of its own.
Thinking that you might soon contract a life-threatening illness is stressful.
6. Financial problems. Financial problems are a heavy stressor. Although a person
might not be obsessed with money, not having enough money to take care of what
he or she perceives as the necessities of life can lead to anxiety and tension.
7. School-related problems. Student life can be stressful, a fact that lends itself to
lively class discussion. On most campuses you will find someone who works full
time, attends school full time, and has a family.
A. Personality Factors Contributing to Stress
Certain personality factors predispose people to stress.
1. Type A Behavior. The impatient, demanding person who also has free-floating
hostility experiences stress. Hostility, anger, cynicism, and suspiciousness lead to
heart problems, whereas impatience, ambition, and being work-driven are not
associated with coronary disease. A study showed that men who scored high on a
test of hostility were more likely to develop heart disease in several years.
Students can visit the following website for an informal assessment of type A/B
personality traits http://www.psych.uncc.edu/pagoolka/TypeAB.html
2. Belief in External Locus of Control
People with an external locus of control believe that external forces control their
fate. As a result, they experience more stress. Conversely, people with an internal
locus of control believe that fate is pretty much under their control. As a result,
they are less susceptible to stress.
Students can visit the following website to see if their locus on control is more
internal or external http://www.psych.uncc.edu/pagoolka/LC.html
3. Negative Affectivity. A major contributor to being stress prone is negative
affectivity, a tendency to experience aversive emotional states. A person with
negative affectivity is likely to experience anger, scorn, revulsion, guilt, and self-
dissatisfaction.
Visit the Canadian Mental Health Association website for the What’s Your Stress
Index self assessment at http://www.cmha.ca/bins/content_page.asp?cid=4-42-216
III. KEY SOURCES OF WORK STRESS
The workplace is filled with potential stressors, as shown in Figure 17-4. A survey
indicated that 74 percent of Americans reported that work is their top stressor.
A. Work Overload or Underload
A heavy workload is an acknowledged source of job stress. Role overload leads to
both fatigue and a feeling of being perpetually behind schedule. Demanding higher
and higher speed from workers also leads to overload, as does heavy travel.
Information overload is another form of role overload. Role underload, or too little
to do, is a stressor because can frustrate the need for self-fulfillment for ambitious
people. .
B. Role Conflict and Role Ambiguity
Role conflict refers to having to choose between two competing demands or
expectations. Role ambiguity is a condition in which the jobholder receives
confusing or poorly defined expectations. (Creative people, however, enjoy
ambiguity.)
C. Job Insecurity and Job Loss
Worrying about losing your job is a major stressor. Downsizings and corporate
mergers— which usually result in downsizing to eliminate duplication in positions—
have contributed to job insecurity. Job loss is a more intense stressor than job
insecurity because it is compounded by the stressors of financial problems, decreased
status, and blows to the self-esteem.
D. Adverse Environmental Conditions
A variety of adverse organizational conditions are stressors, as identified by The
National Institute of Occupational Safety and Health.
1. Unpleasant or dangerous physical conditions. Among these adverse conditions
are unpleasant or dangerous physical conditions, such as crowding, noise, air
pollution, or ergonomic problems.
2. Poor interpersonal relationships. When poor interpersonal relationships create
conflict, job stress is almost inevitable because conflict leads to stress.
3. Carpal tunnel syndrome. Repetitive motion disorder is a major stressor. A
frequent problem is carpal tunnel syndrome that occurs when repetitive flexing
and extension of the wrist causes the tendons to swell, thus trapping and pinching
the median nerve. The syndrome creates stress because of the pain and misery.
Repetitive motion disorders can often be prevented by computer workers taking
frequent rests breaks, and using a well-designed combination of the worktable,
chair, and monitor.
Being comfortable while working prevents physical strain. Figure 17-5 presents the
basics of a workstation designed on ergonomic principles. (Ergonomics has to do
with making machines and equipment fit human capabilities and demands.)
E. Adverse Customer Interaction and Emotional Labor
Customer interaction can be quite stressful as customers badger and harass
employees. The sales associate often feels helpless because the “customer is always
right.” Related to adverse customer interaction is the stressor of having to control the
expression of emotion to please, or avoid displeasing, a customer. Emotional labor is
the process of regulating both feelings and expressions to meet organizational goals.
The process involves both surface acting and deep acting. Deep acting is often better
than surface acting in terms of warding off the potential problems of emotional labor,
such as shown in a study of bus drivers.
The ranking of occupations in terms of emotional labor provides an opportunity to
discuss the reasons behind the rankings. For example, why do police and sheriff’s
patrol officers experience so much emotional labor?
Research suggests that workers can avoid many of the problems associated with
emotional labor if they have good emotional intelligence in the form of being able to
recognize the emotions of a customer, client, or patient.
F. Abusive Supervision and Uncivil Workers
What constitutes abusive supervision depends on the perception of subordinates.
Supervisors who are abusive are perceived to engage in sustained hostile verbal and
nonverbal behaviors. Sexual harassment would be considered abusive. Employee
distress is created by abusive supervision.
The stress stemming from incivility can result in higher absenteeism, increased
turnover, less cooperation, and more complaints to management. A study with
healthcare workers showed that training can sometimes reduce incivility.
Visit the National Institute for Occupational Safety and Health website to learn
more about stress at work at http://www.cdc.gov/niosh/topics/stress/
IV. SEVERAL EFFECTIVE APPROACHES TO MANAGING STRESS
Virtually everybody needs a program of stress management to stay well. Three strategies
of stress management, and techniques to support the strategies, are described in this
section.
A. Dealing with Stress by Attacking Its Source
Dealing directly with stressors is necessary to stay well in the long range.
1. Eliminating or Modifying the Stressor. The most effective approach to stress
management is to eliminate the stressor giving you trouble, such as switching to a
less stressful job.
2. Place the Stressful Situation in Perspective. Reevaluating the stressor sometimes
helps you to place it in proper perspective. Ask, “What is the worst thing that
could happen to me if I fail in this activity?” An analysis of many studies
concludes that the most effective approaches to managing workplace stress are
cognitive-behavioral interventions—essentially a way of thinking constructively
about a problem that includes perspective setting. You replace unrealistic and
highly pessimistic thinking with more realistic or optimistic thinking.
3. Gaining Control of the Situation. If you get the situation under your control it
will become less stressful. A multipurpose method of stress management is,
therefore, to attack the stressor by gaining control of the situation. Simplifying
your life can sometimes help. Less clutter can lead to more control. Yet an
impoverished life can be a stressor.
B. Receiving Social Support
By getting close to others you build a support system—a group of people on whom
you can rely for encouragement and support. The trusting relationship you have with
these people is critically important. A neuroscientist reports that engaging socially
with others trigger neural circuits that calm the heart, relax the intestines, and dampen
fear. Research suggests that a happy marriage can help a person cope with work
stress.
C. Receiving Organizational Support
Receiving organizational support refers to using the organization as part of your
support system when experiencing heavy stress. A friendly supervisor and an
employee assistance program are both types of organizational support. A wellness
program is a company-sponsored activity designed to support employees as they
learn and sustain behaviors that reduce health risk, improve quality of life, and
enhance personal effectiveness. Several components of a wellness program help
reduce stress, including physical exercise facilities, and nutrition classes. Many
smartphone apps focus on wellness.
D. Relaxation Techniques for Handling Stress
The most popular ways of managing stress involve some type of relaxation technique.
Exhibit 17-6 lists a variety of “stress busters,” many of which are relaxation oriented.
1. Relaxation Response. The relaxation response is a bodily reaction in which you
experience a slower respiration and heart rate, lowered blood pressure, and
lowered metabolism. Using the relaxation response, you close your eyes, relax,
and concentrate on a word or prayer, and then repeat the word or prayer several
times. The relaxation response can be released in other ways such as participating
in repetitive sports such as running, practicing yoga, and playing a musical
instrument.
2. Meditation. The oldest stress management technique is back in vogue.
Meditation is a systematic method of concentration, reflection, or concentrated
thinking, designed to suppress the activity of the sympathetic nervous system. The
meditator reaches a deep state of mental and physical calmness and relaxation,
driving away accumulated stress.
E. Managing Stress by Staying Well (Proper Exercise, Diet, and Rest)
A far-reaching strategy for managing stress is to both prevent and reduce the negative
stress by leading a healthy lifestyle, or being well. Three major components to
staying well are proper exercise, diet, and rest. The three components are interrelated
because each component facilitates the other.
1. Exercising Properly Including Yoga. The right amount and type of physical
exercise contributes substantially to wellness. If a sport is taken too seriously it
may add stress. Exercise releases endorphins into the body that create some
euphoria, and are painkillers. Mental benefits of exercise include increased self-
confidence; improved body image and self-esteem; improved mental functioning,
alertness, and efficiency; release of accumulated tensions; and relief from mild
depression.
Millions of people seek to reduce and prevent stress through yoga, which is
both physical exercise and a way of developing mental attitudes that calm the
body and mind. During yoga, blood pressure lowers and your heart works more
efficiently. Yoga should be first practiced under the guidance of a certified
professional to minimize torn muscles and ruptured blood vessels from extreme
bending and twisting.
2. Resting Sufficiently. Rest offers benefits similar to those of exercise, such as stress
reduction, improved concentration, improved energy, and better tolerance for
frustration. The current interest in adult napping reflects the awareness that proper
rest makes a person less stress prone and enhances productivity. Naps of about 20
minutes duration taken during the workday are used both as energizers and as
stress reducers.
3. Maintain a Healthy Diet. Eating nutritious foods is valuable for mental as well as
physical health. Food requirements for wellness differ depending on factors such
as age, sex, body size, physical activity, and body condition. Consult
www.myplate.gov, as shown in Figure 17-7 for selecting a recommended diet.
Long-term research at Harvard University and other places indicates a key role for
the moderate use of alcohol. About two alcoholic beverages per day reduced risk
of many causes of mortality, and may help prolong good cognitive functioning
VI. TWO KEY PERSPECTIVES ON UNDERSTANDING AND DEALING WITH
PERSONAL PROBLEMS
One perspective is to identify self-defeating behavior and ways to reverse the trend. The
second perspective emphasized the importance of resilience in dealing with personal
problems.
A. Self-Defeating Behavior
Many personal problems arise because of self-defeating behavior. A person with
self-defeating tendencies intentionally or unintentionally engages in activities or
harbors attitudes that work against his or her best interest. In short, it is the same is
being your own worst enemy. A group of self-defeating behaviors that might escape a
person’s attention are soft addictions, or ordinary behavior that if done to excess can
create havoc with your life. Soft addictions often take the form of habits or
compulsions that drain a person’s time and money, although may seem harmless at
first. An example would be excessive time spent on social networking sites.
Students can examine their tendencies toward self-defeating behavior by completing
the Self-Sabotage Questionnaire in Human Relations Self-Assessment Quiz 17-1.
Five widely applicable strategies for overcoming and preventing self-defeating
behavior are:
1. Solicit Feedback on Your Actions. Feedback is essential for monitoring whether
you are sabotaging your career or personal life. A starting point is to listen
carefully to any direct or indirect comments from your superiors, subordinates,
coworkers, customers, and friends about how you are coming across to them.
2. Learn to Profit from Criticism. Learning to profit from criticism is necessary to
benefit from feedback. Furthermore, to ignore valid criticism can be self-
defeating.
3. Stop Denying the Existence of Problems. Many people sabotage their careers
because they deny the existence of a problem and, therefore, do not take
appropriate action. Denial takes place as a defensive maneuver against a painful
reality.
4. Observe the Discrepancy between Your Ideal Life and What Exists Now. The
discrepancy between a person’s ideal life and what exists now might be attributed
to self-defeating behavior.
5. Visualize Self-Enhancing Behavior. To apply visualization, program yourself to
overcome self-defeating actions and thoughts. Imagine yourself engaging in self-
enhancing, winning actions and thoughts.
B. Developing Resilience
Resilience is the ability to withstand pressure and emerge stronger because of the
experience. The ability to bounce back from setback, or resilience, is another aspect
of emotional intelligence. Four key aspects of resilience follow.
1. The resilient disposition. These people stay calm and well in face of
challenges.
2. Getting past the emotional turmoil. After some of the emotional trauma has
been reduced, use creative problem-solving skills to find a solution the
problem.
3. Conduct a failure analysis. After recognizing that a failure has occurred,
resilience is enhanced when the person analyzes why the failure took place.
4. Resilience training. The purpose of much resilience training is to help people
steel themselves against difficult situations instead of being overly stressed.
Trainees are taught how to learn from the situation.
Students can assess their level of resilience with the Resiliency Quiz - Human
Relations Self-Assessment Quiz 17-2.
ANSWERS TO DISCUSSION AND REVIEW QUESTIONS
17.1 An office manager in an emergency room, and a mother of young triplets, said she knew
she was emotionally drained and stressed out because of all her responsibilities. She said
that she knew that she should manage her stress better but she simply did not have the
time. What advice can you offer this woman?
stress-reducing?
17.3 What is the reason that so many people who win a fortune in the lottery wind up having
more stress than in their previous life? (Some big lottery winners become so depressed
17.4 Why do you think having a salaried job and benefits is less stressful for many workers
than being self-employed or being paid strictly on commission?
17.5 An 18-year-old person says to you, “Whatever career I choose, I want it to last at least 50
years.” Which one of the stress-management techniques would you recommend to this
person that will facilitate attaining his or her goal?
17.6 How can a person who becomes stressed from having to interact with coworkers several
hours per day compete in the modern world?
17.7 Why does a simple act like emptying a wastebasket or cleaning our and washing one’s
car reduce stress for so many people?
17.8 Self-employed Tony whose livelihood depends on his laptop computer discovers today
that his computer is disabled by viruses. Tony is so overwhelmed by stress that he cannot
17.9 Give an example of self-defeating behavior engaged in by a business executive or public
office holder. What appear to be the negative consequences to the person’s career
stemming from the self-defeating behavior?
17.10 Imagine that a student receives an F in a course. What can he or she do to be resilient?
The concept of being your own worst enemy has become part of everyday language, adding
interest to this questionnaire. Many of the statements are obviously related to self-defeating
behavior, such as Number 12, “When I have an important project to complete, I usually get
sidetracked, and then miss the deadline.” It might be worth discussing why a question like
Number 8, “I have trouble taking criticism, even from friends” relates to self-defeating behavior.
Human Relations Self-Assessment Quiz 17-2: The Resiliency Quiz
This inventory about resilience has merit because it both measures resilience and points to
behaviors that will help a person become more resilient. Many of the statements in the
questionnaire are consistent with other information about resilience presented in the text, such as
using creative problem-solving skills to find a solution. The seventh statement on the quiz fits
quite well popular notions about successful people: “I enjoy taking risks because I believe that
the biggest rewards come from risk taking.”
Applying Human Relations Exercise 17-1: Personal Stress-Management Action Plan
Here we take an analytical approach to the highly emotional problem of facing difficult stressors.
Sometimes an analytical approach will help identify the stressor, at other times a person may
have difficulty in identifying the stressor. In such cases the person may be anxious—unable to
identify the specific stressor yet feeling stressed. An example of an objective stressor would be a
leaking roof that is not only damaging the inside of the house, but could be creating structural
damage. The symptoms might include a pounding headache when it rains, and the action plan
might be analyzing the budget to figure out how to purchase a new roof.
Developing action plans and then implementing them should result in a reduction in stress
symptoms. The action plans are slanted toward attacking the stressor directly so they should
result in more long-lasting stress reduction than a relaxation technique such as exercise or
listening to music.
Applying Human Relations Exercise 17-2: Overcoming Self-Defeating Behavior
Getting students to recognize their self-defeating behavior can make a major contribution to their
work and personal lives. For example, a person might frequently have a few alcoholic beverages
before driving a vehicle. So far, the person has not encountered difficulty because of this
tendency toward self-defeating behavior. However, the next time the person repeats the behavior
he or she is convicted of D.U.I., and this conviction becomes a permanent record. As a result, the
person is rejected for a promising job.
Human Relations Class Activity: The Stress Buster Survey
I have used the stress-buster survey in class for many years. Students enjoy hearing how others
cope with stress. The students inevitably describe both effective (e.g., exercise) and less effective
(e.g., drinking beer or racing a motorcycle) techniques. It is helpful to ask students to identify the
difference between long-term solutions to stressors versus those that offer quick relief. After
listening to the presentations the students might also be asked if they heard any new ideas about
stress reduction that they would be likely to implement.
Human Relations Case Study 17-1: Rachel Runs the Treadmill
Copyright © 2017, Pearson Education, Inc. All Rights Reserved
17-12
This case illustrates the type of stress-created physical symptoms a hard-charging professional is
likely to experience, particularly when he or she also faces heavy demands in personal life.
17.11 What sources of stress does Rachel Mendez appear to be facing?
17.12 What do you recommend Mendez do about the stressors she is facing?
17.13 Given that Mendez does not have a heart problem, should she be concerned about the
stressors in her life? Explain your answer.
17.14 How might Mendez organize her work and her life better to feel that her life is less out of
control?
17.15 In your opinion, is Mason just having a little fun, or does he need help?
17.16 If you think that Mason is engaging in self-defeating behavior, what do you recommend
he do to deal with the problem?
Mason needs to begin by listening to the negative feedback he is receiving about his
Human Relations Role-Playing Exercise 17-2: Dealing with Mason’s Self-Defeating Behavior
The student who plays Sandra should be firm and consistent in her feedback to Mason, and
should also demand changes. Her task is to help Mason understand how self-defeating he has
become. The student who plays the role of Mason can have an enjoyable time acting
irresponsibly and being self-defeating.
SUPPLEMENTARY CLASS ASSIGNMENT
Individual Stress Assessment and Management Plan
The purpose of this assignment is to have you assess various aspects of stress, and to draw up a
personal plan for managing stress in your life. The assignment is a more elaborate approach to
the personal stress management plan presented in Applying Human Relations Exercise 17-1.
Prepare a minimum2–3 page typewritten (double spaced) paper, detailing the following:
1. Discuss your individual stress level. Include at least six of the following areas in this
section of the paper.
• Sources of stress in your personal and/or professional life
2. Describe both specific stress management techniques that you practice now and some
3. Identify any possible barriers which may hinder the actual practice of these techniques,
and describe how you will overcome them.
See the grading rubric for this assignment below.
Name___________________
Individual Stress Assessment and Management Plan
_____ Section 1 Individual Stress Level
5-6 pts. At least six of the eight possible topics for this area are included and
explained well
3-4 pts. Less than six topics are included and/or explanations need work
0-2 pts. Considerably less than six topics are included and/or explanations need
considerable work
_____ Section 2 Stress Management Techniques
5-6 pts. Sufficient currently practiced techniques and measures to foster effective
stress management in the future are included and explained well
4-5 pts. Need more techniques and/or explanations need work
0-2 pts. Need many more techniques and/or explanations need considerable work
_____ Section 3 Barriers
3-4 pts. Realistic and thorough consideration of the possible barriers are explained
well
0-2 pts. Consideration of possible barriers is incomplete and/or explanations need
work
_____ Required Length
3-4 pts. Meets minimum requirement of 2-3 pages of content
0-2 pts. Less than the 2-3 pages of content
_____ Due Date
4 pts. Submitted by the beginning of class on the due date
3 pts. Submitted by the end of the day it is due
1 pt. Submitted within one week of the due date
0 pts. Submitted within two weeks of the due date
Note: Papers will not be accepted after two weeks from the due date unless there is
prior approval from the instructor
_____ Nuts and Bolts (1 point each)
1 pt. Correct grammar, punctuation, and spelling
1 pt. Neat, clean, readable presentation
1 pt. Paper is stapled
_____ Total Points
(27 possible)
