Vivek Mehrotra
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Handling Stressful Situations

The Oxford Dictionary defines the word 'stress' as "a state of affair involving demand on physical or mental energy". It is a condition or circumstances (positive or negative), which disturb the normal physical and mental health of an individual. Extremely stressful conditions, psychologists say, are detrimental to human health. However, stress in moderation is normal and, in many cases, proves to be useful. Everybody suffers from stress at one time or the other. This may be due to relationships (personal or professional), physical or mental health problems, pressure at workplace, traffic snarls, meeting deadlines, growth, etc. - all of these situations can become the cause of stress. Accumulated stress increases the risk of acute and chronic psychosomatic illnesses and weakens the immune system of the human body.

Being a part of the customer service industry, where stress comes aplenty, we need to be careful. Most of our time is spent in listening to and resolving the problems of the customers. When we are being bombarded with problems left, right, and center, we are bound to get affected by them. There are many ways in which we can deal with stress. Some of the most common methods that most of us know of are – meditation, listening to soothing music, and deep breathing. However, one of the best methods to cope with stress is to remain cool and undisturbed in any situation. I would like to quote a statement by Mr. Thomas Jefferson, the third President of the United States of America, "Nothing gives one person so much advantage over another as to remain always cool and unruffled under all circumstances." ……….

Excerpts from the book: 'Why My Horse Doesn't Smile - Learn to serve your customer

Vivek Mehrotra

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