1. Stress Definition: An individual’s physiological and emotional response to stimuli that place physical or psychological demands on an individual and create uncertainty and a lack of personal control when important outcomes are at stake.

2. Stress Stressors Cross Utilization Agent – Four Flights per Day – Performing Multiple Tasks Front Desk Representative Aircraft Marshalling Baggage Handler Equipment Driver Air Hose Technician

3. Stress Type A and B Behaviours – Type A Extremely Competitive Impatient Aggressive Devoted to Work – Type B Relaxed and Balanced Lifestyle Less Conflict

4. Stress Task Demands – Time Pressure – Serious Consequences – Decisions Made With Incomplete Information

5. Stress Task Demands 25 Minutes to Complete 5 different and demanding jobs Put in charge of millions of dollars of equipment, and given the reasonability of having numerous lives depending on your decisions Time Pressured Decisions that Affect Hundreds of Strangers

6. Stress Stressors Physical Demands – Noise – Temperature – Dangerous Environment – Air Quality

7. Stress Stressors Physical Environment – Noise from Aircraft Engines – +40 Temperatures, Exhaust from Engines – Heavy Lifting – A Lot of Heavy Bags – Operating Machinery – Working Around Dangerous Machines – Aircraft Engines, Conveyors, Airplanes

8. Stress Role Demands – Role Conflict – Job Design – Role Conflict – Role Overload

9. Stress Stressors Individual Factors – Knowing how to perform multiple jobs – Coping Strategies – Time Management and Pressures – 25 Minutes for 5 Different Jobs – Demographic– Age, Sex, Fitness – Being In Charge – Of Million Dollar Equipment and Lives

10. Stress Stress and Performance