© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Chapter 4 Coping Skills for The Medical Assistant

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. What Is Stress? Body’s response to mental and physical change What constitutes stress is highly individual and depends on personality type

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. What Is Stress? Eustress (positive feelings) Distress (negative feelings) Three categories of stressors –Frustrations –Conflicts –Pressure

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. What Is Stress? Short-duration stress (acute) Longer-duration stress (episodic or chronic) Stress has both negative and positive affects on body

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. What Is Stress? Body’s Response to Stress –Sympathetic nervous system prepares body for “fight or flight” –Parasympathetic nervous system returns body to normal after stressor has been removed

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. General Adaptation Syndrome (GAS) ^^ Hans Selye’s General Adaptation Syndrome (GAS) theory proposes that four stages are involved in adapting to stress.

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Factors Causing Stress Overwhelming situations Feeling of powerlessness Round peg in square hole Traumatic events on the job

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Factors Causing Stress Stress in the Work Environment –Physical environment –Management style –Difficult co-workers –Job instability –Technological changes –Organization size –Overspecialization

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Combatting Stress Maintain positive relationships –Be respectful of others –Be a diligent worker –Be willing to learn –Be honest –Be willing to assume responsibility for your actions

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Combatting Stress Maintain positive relationships –Express appropriate humor –Exemplify attitude of humility –Be goal directed –Understand Maslow’s hierarchy of needs

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Effect of Prolonged Stress - Burnout Stages of burnout –Honeymoon –Reality –Dissatisfaction –Sad state

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Effect of Prolonged Stress - Burnout Results in physical and psychologically illnesses Persons most vulnerable to burnout Personality type role in susceptibility

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. General Stress Management Techniques Appropriate and helpful changes in stress management –Make concerted effort to say “No” when asked to assume additional work –Prioritize work or delegate to others with approval of your supervisor –Change your work-related environment by creating variations

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. General Stress Management Techniques Appropriate and helpful changes in stress management –Evaluate the negative feelings about your job and attempt to replace them with more positive thoughts –Try to look on work as a “fun” experience and an adventure –Establish long- and short-term realistic goals and write them down with plan to make them happen

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. General Stress Management Techniques Appropriate and helpful changes in stress management –Develop strong social support networks –Embark on program of relaxation and meditation to reduce stress –Start exercise regimen

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Goal Setting as a Stress Reliever Outer-directed people vs. inner-directed people Goal-oriented employees –More effective and assertive than others who are not

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Goal Setting as a Stress Reliever What is a goal? –Specific, challenging, realistic, attainable, measurable –Long-range versus short-range goals Long-range goals may take 3 to 5 years to accomplish Short-range goals help to achieve long-range goals

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Goal Setting as a Stress Reliever Long- and short-range goals help make changes in our lives Goals keep life interesting We can all reach goals successfully