Stress Management for Frontline Employees

Class Summary

(based on last 3 sessions)

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.

WEL95 0.35 Combinable 0.27
One 4-hour session
Janet Welch-McGrath

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

  • 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.

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.
  • Definitions
  • Assessing your current stress levels
    • Symptoms
    • Identifying actual or potential areas of stress and conflict
    • Assessing current coping levels
  • Techniques for dealing with stressful job situations
    • Organizing and pacing
    • Understanding and managing conflict
    • Dealing with difficult customers
  • Self management for the long run
    • Obstacles and advantages
    • Stress-reduction action planning