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Chapter 14
1. Discuss a time when you felt burned out or overloaded. How did you respond? How did burnout
influence your communication with other people?
2. Have you ever experienced or observed bullying? How did you respond to the bullying? As a
professional, what steps would you take to address workplace bullying?
3. How do you manage stress and emotions such as anger? What strategies do you have, if any, that
work for you?
4. Can the risks and health consequences (for individuals and organizations) associated with difficult
customers and coworkers be alleviated with employee education and training? What experiences have
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