RELAX

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(“Stress” is not a four-letter word.)

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Meet Robin Getman, CSP • The Truth about Customer Service Excellence: What You Give Is What You Get • Can You Hear Me Now? Communicating for Results and Defusing Difficult Moments • Ho Ho Oohm for the Holidays: Stress Relief for Year’s End, Retail Rush & the Winter Blues • Laughter Is Serious Business! Are You Having Fun Yet? • Leading from Your Soul: Exploring Six Stages of Power in the Workplace • Powerful Personal Presentation: How to Capture and Audience (without taking prisoners!) Want to create lasting relationships with your customers and coworkers? Want people to experience the best your organization has to to offer, come back for more and tell others about their experience? Tired of coping with co-workers who may not share your vision? Feeling squeezed by tight margins and pressured to fill jobs – even as your best people weigh job offers from employers eager to hire away your top talent? Hospitality expert, Robin Getman gets the job done. With nearly two decades of experience in training and management, she speaks frankly about workplace experiences people can relate to. Robin’s expertise in communication styles, service excellence, humor in the workplace and personal leadership is on the mark and immediately relevant in today’s work environment. With high employee turnover, low morale and job burnout reaching alarming levels, Robin steps in, inspires people to step up and gives them the skills to step out. She seamlessly demonstrates how to talk to customers and co-workers with purpose, passion and personality. Your organization will learn how to handle even the most challenging situations with finesse and professionalism. Robin’s hallmark is her humor and a broad experience in all manner of jobs including: managing three of Minnesota’s favorite restaurants, teaching two Minnesota governors’ (no, not that governor) service staffs how to deliver exceptional guest service, administering a $12 million operating budget with a staff of 600 supervisory and union employees, and, delivering five fabulously funny (and gut-wrenching) performances as a standup comic. Entertaining, informative, and inspirational, with a gift for injecting humor to reinforce a powerful message, Robin thinks on her feet, delivering programs that are pertinent, memorable, and uncommonly fun. Robin Getman is the positive, laughing difference you’ve been waiting for!

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The Stress Response The good, the bad and the ugly (for you) Your physical symptoms Burnout warning signs Your serenity busters and boosters The good stuff! Reflection Questions: ecognize…

ecognize the STRESS RESPONSE: 

Examples of times of TOO LITTLE stress in your life: _______________ _______________ _______________ CRITICAL LINE Examples of times of JUST ENOUGH–or the joy of stress–in your life: ____________________ ____________________ ____________________ ____________________ Examples of times of TOO MUCH stress in your life: ___________________ ___________________ ___________________ ___________________ ___________________ ___________________ EFFICIENCY STRESS 0 100% Source: The Joy of Stress, Peter G. Hanson, M.D.. The “good” The “bad” The “ugly” Perceived stress (real or _______________), usually triggered by uncontrollability provokes feelings of helplessness or perceived threat causing the brain to signal the STRESS Response (also known as “the ____________ or _____________” response). Heart rate and blood pressure __________. Breathing and respiration _________. Insulin ____________. Digestive tract _________ _________. Muscles ___________ Skin _______________, Hands and feet get ___________as blood is directed ______ ______ the extremities toward the larger muscles for ___________________. All five senses become __________________. ecognize the STRESS RESPONSE ecognize the good, the bad & the ugly

ecognize Your Physical Symptoms: 

ecognize Your Physical Symptoms Headache Dizziness Grinding teeth Neck and shoulders tighten Heart beats faster Heartburn Back aches Cramps Diarrhea Increased perspiration Hands/feet cold or sweaty Face feels hot and flushed Dry mouth Lump in throat Nail biting Can’t eat Can’t stop eating Sudden skin rashes Upset stomach, nausea Increased urination Legs shaky or tightening up Good or productive stress (eustress, as in euphoria), refers to conditions which are: “Olympic records are not set on the quiet training tracks, but only with the stress of competition–in front of huge crowds. The most efficient work done by a student is often during the stress of facing a deadline for a term paper or exam. The most electric performances don’t come out of actors during rehearsals; they occur when the curtain rises before a live audience.” Bad or destructive stress (distress), on the other hand is: “To find where you are… simply ask one question: ‘Will the added stress of a new responsibility at work or at home (no matter how small) increase my efficiency or decrease it?’ To make the best use of your energy, make sure your tasks are essential to your health, wealth, and happiness, and not a waste of time.” Peter G. Hanson, M.D., The Joy of Stress Which of the following physical symptoms typically show up for you in “bad stress” situations?

ecognize the Impact of Prolonged Stress: 

Emotional and physical exhaustion Absenteeism Tardiness Sick a lot or colds that just won’t go away Trouble sleeping, insomnia Feeling tired even after adequate sleep Forgetful or poor concentration Stomach problems Tension headaches; neck and shoulder strain Growing disillusionment with the job and life in general Deepening insensitivity toward customers, coworkers and the company Longing for the good old days Growing cynicism; discouraging new workers Sadness for no apparent reason Emotional withdrawal Increased irritability, anxiety, snapping, yelling and blaming Carelessness, mistakes and overall poor performance Increased use of tobacco, alcohol or drugs Escape behaviors like shopping sprees or overeating Self-doubt and blame As frustration increases and performance declines, overcome with immense self-doubt Functioning like a robot; skills and knowledge in tact but the will to perform becomes mechanical Initial spirit and vitality evaporating Guilt, doubt and blame; questioning inability to alter behavior or attitude Feeling as if “the only one” with this problem; unaware that others are struggling similarly Unable to stand back and look at the contributing reasons for feelings of doubt and inadequacy Moodiness, depression and an overriding sadness Inertia, apathy Avoiding Burnout: Strategies for Managing Time, Space, and People in Early Childhood Education, Paula Jorde-Bloom ecognize the Impact of Prolonged Stress

ecognize Your Serenity Busters & Boosters: 

Examples of Serenity Busters Ambition Competitiveness Value conflicts Job-related events Family-related events Time pressures Financial concerns The need to assign blame Your Serenity Busters… Examples of Serenity Boosters Relaxation techniques Connecting with others Physical activity, exercise, recreation Balanced, nutritious diet Hobbies (cooking, gardening) Sense activators (bubble baths, the sound of the ocean, cookies baking, listening to opera, candles) Your Serenity Boosters… ecognize Your Serenity Busters & Boosters How Do You Restore Your… Mental energy? Physical energy? Spiritual energy? Emotional energy? ________________ ________________ ________________ ________________ ________________ ________________ ________________ ________________ ________________ ________________ ________________ ________________ ________________ ________________ ________________ ________________ ________________ ________________ ________________ ________________

ecognize the Good Stuff!: 

People (teachers, mentors, family, communities) for whom I feel grateful… 1. 2. 3. 4. 5. 6. 7. 8. 9. Things (animals, food, drink, health, opportunities) for which I feel grateful… 1. 2. 3. 4. 5. 6. 7. 8. 9. Places (travel, nature, recreation, entertainment) for which I feel grateful… 1. 2. 3. 4. 5. 6. 7. 8. 9. Expand Your Attitude of Gratitude According to University of California at Davis psychologist, Robert Emmons, gratitude exercises improve physical health, raise energy levels and, for patients with neuromuscular disease, relieve pain and fatigue. In fact, the [study group participants] who benefited most tended to elaborate more and have a wider span of things for which they’re grateful. Hourly: Activate your senses. Write a description of something or someone in the room. Concentrate on recording vivid details (What shade of blue? What do you smell and what does it remind you of? Of what sounds are you aware? Daily: Notice the good stuff. List three things that went well each day and why. Weekly: Expand your attitude of gratitude. Keep a weekly journal of the people, places, and things for which you feel grateful. Consider writing a thank you to one of the people on your list and making a gratitude visit to read your thank you aloud. ecognize the Good Stuff!

xercise: 

xercise augh for the health of it your senses your body your options

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Ready… Set… Time’s Up! What are your assumptions about today’s facilitator? Accommodating A non-anxious presence Approachable Attentive to details Calm Cares about others Committed Competent Confident Constantly improving Constantly learning Cool under pressure Courteous Creative Current/up-to-date Customer-focused Decisive Dependable Diplomatic Easy to understand Efficient Encouraging Energetic Engaging Enthusiastic Even-tempered Experienced Expressive Flexible Friendly Fun Genuine Honest Imaginative Informative Innovative Integrity Interesting Knowledgeable Loyal Meticulous Motivated Organized Patient Perceptive Persistent Personable Planner Pleasant Poised Positive Prepared Prompt Quality-oriented Respectful Shares credit Sincere Skilled Supportive Tactful Team player Thorough Trustworthy What’s Your Evidence?

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Laughter is Serious Business! Are You Having Fun Yet?

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augh for the Health of It!

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Change the Things You Can ccept the Things You Cannot Change Grant me the serenity to accept the things I cannot change, Courage to change the things I can, And the wisdom to know the difference. Reinhold Neibuhr Examples of things you cannot change… Other people’s personal styles Other people’s perceptions Road construction Must-meet deadlines More examples of things you cannot change… “A negative win occurs when a negative situation exists–having a headache, feeling depressed, employee problems–so you do something–take an aspirin, have a drink, threaten employees–and as a result the negative situation goes away–headache stops, you feel better, employees cooperate. A positive win occurs when you do something–make a sale, come up with a good idea, look sharp–and as a result something positive occurs–get a bonus, feel satisfied, receive compliments–positive wins are called: rewards, pats on the back, reinforcements.” Preventing Job Burnout: Transforming Work Pressures into Productivity Beverly A. Potter, Ph.D. Unhealthy choices Sugar Caffeine Sodium Nicotine Alcohol Negative stress (anxiety, blame, resentment, hostility, etc.) Healthful choices Relaxation techniques (yoga, meditation, deep, slow, rhythmic breathing) Laughter Vitamin supplements Balanced, nutritious diet Go to bed at the same time every night; awake same time each morning Positive stress (recreation, non-competitive exercise)

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____ Career or work ____ Community service ____ Education ____ Entertainment ____ Family ____ Financial security ____ Health ____ Hobbies/recreation ____ Luxury ____ Material wealth ____ Relationships ____ Rest and relaxation ____ Spirituality ____ Social life -Off Time for What Matters Banking Paying bills and budgeting Banking Child care Attending school events Chauffeuring children Helping children with homework Watching and caring for children Community service Entertaining Home and garden Coordinating home repair services Home repairs and maintenance Shoveling walks and driveway Yard work Housekeeping Vacuuming Dusting Picking up Scouring & sanitizing Doing laundry Taking out the trash Sorting the recycling Watering houseplants X-Off Ways for Others to Help Meals Meal planning Grocery shopping Meal preparation Cleaning up after meals Miscellaneous errands Auto maintenance Cards and gifts Clothes and necessities shopping Dry cleaners Fueling the car Post office Pet care Caring for pets Other ideas: _________________ _________________ _________________ _________________ _________________

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Returning phone calls Sales calls Socializing Standing in lines Surfing the internet Time wasted in travel Training Unclear communication One-on-one meetings Group meetings Electronic correspondence Written correspondence Unfinished tasks Unnecessary paperwork Waiting on hold Writing Answering the phone Attempting too much or over-committing Coaching direct reports Confused roles and responsibilities Delegating Drop-in visitors Filing Inadequate controls and progress reports Inadequate staffing Incomplete information Interruptions Lack of self-discipline Mail Planning Procrastination Purchasing Reading materials Check the things that consume a disproportionate amount of your time. What action(s) are you willing to take to save time at work? _______________________ _______________________________________________________________________ -Off Ways to Save Time at Work