Font size
WorksheetsCoping with stress
Total questions: 83
Worksheet time: 1hrs 4mins
What is stress?
Fighting
bodies response to real or imagined danger or other life events
school projects
What are the two types of stress
Positive
Negative
Happy
Angry
Positive Stress is
Bad Stress
Stress that allows you to not do anything
Stress that is awesome
Stress that can help you reach your goals
What is negative stress
Stress that prevents you from doing what you need to do
Stress that is good
stress is amazing
Stress that allows you to be who you are
What is a Stressor
Good things
Bad things
Things that cause stress
fun
What is chronic stress?
Stress that continues for a long period of time.
Stress that happens for a day.
Negative stress
Ways to manage Stress(Select All Options that Apply)
What are examples of stressors? (Select All Options that Apply)
An upcoming project
A rumor about you
Pain
Having fun with your friends
What is a coping skill?
Strategies you put into place to help you manage stress
Running away from all of your problems
Anything that causes stress
What are examples of healthy coping skills? (Select All Options that Apply)
Time Management
Breathing exercises
Talking with a trusted adult
Keeping all of my problems to myself
Everyone deals with stress at some point?
True
False
Which is a physical effect of stress?
Sweating
Blurred Vision
Upset Stomach
All of these are possible
Exercise is a great way to manage stress?
True
False
Eating a healthy diet is NOT important to handling stress?
True
False
Getting a good night sleep is important to reduce stress?
True
False
Which of the below is/are levels of listening?
Ignoring
Empathic
Selective
Pretend
What is a Jargon?
Terms used within a company that customers are not privy to
Foreign Language
Terms used by friends and family to communicate
I don't Know
The characteristics of excellent customer service include the following except:
Listening to the customer
Sympathizing with the customer
Realizing the customer’s need/s and providing excellent customer service
Being empathetic
How can you show that you are actively listening over the phone to a customer?
By interrupting with your thoughts
By using verbal nods such as "yes" or "sure"
By talking over the customer
ACD stands for Automatic Call Distributor, the technology in the call center that answers and distributes calls.
True
False
Which of the following does not show active listening?
Repeating and reflecting back your understanding to the customer
Using words such as, I see, go on, right
Asking your manager to speak with the customer
All of the following are characteristics of an effective team with the exception of:
Active Reinforcement Systems
Clear series of direction
Constructive Interpersonal Systems
All need to have the same personality
Non-verbal communication includes body language, eye contact, and facial expression.
False
True
What would a monotone and flat voice indicate to a customer?
The person is energetic and wants to help.
The person is bored and uninterested in the conversation.
The person doesn’t believe what they are hearing and is annoyed
The person is angry.
Some common barriers to effective listening include:Prior knowledge, Distractions, Emotional Carryover
True
False
If the customer perceives you as confident in your abilities to help, all of the following will be accomplished except
Establishes credibility
Increases customer satisfaction
Get bonus pay
Encourages repeat customers
Which of the following would you classify as an “Internal Client?
A customer who walks into a room and orders lunch
An old lady who calls to order a pizza
Bob, your co-worker asking for help regarding a report which is due
Person calling to ask about your products/ services
Correct types of stress signals
Emotional > Beneficial > Financial
Physical > Emotional > Behavioral
Physical >Mutual> Aggressive
The most effective and recommended “Coping Technique “ used to tackle stress would be:
Smoking
A Positive Attitude
Drinking Alcohol
What should the customer service representative do when a customer is yelling?
Yell back at them
Sound anxious
Not respond and hang up
Keep a calm, lower tone to calm the customer down
What should be the ultimate goal of problem solving with the customer?
To save the company money
To get them off the phone quickly
To get referrals to other customers
To make them happy and feel that their time is appreciated
What are the Four “Y”’s of Itelbpo Smart Solutions?
Family > Integrity > Reliability > Quality
Family > Hospitality > Unity > Quality
Quality > Integrity > Reliability > Honesty
I really don't know
What does the abbreviation KPI mean?
Key Policy Impacting Services
Keep People Insecure
Key Political Identifier
Key Performance Indicator
All of the following are examples of KPI’s with the exception of:
Service Levels
Customer ratings of service per agent
Jargon check system routine
Average number or Volume of calls handled per day or interval
(a)
Which term doesn't mean "start to do something for the first time"
Dabble in
To try your hand at
Be into
To take up
I am getting older and realize the important of ...
(a)
After a nerve racking day at work, I usually apply some .... cream to .... my body and mind
soothing/calm
calming/soothe
relaxing/reward
satisfying/heal
_____________ is when you stop working and do nothing.
Downtime
Anxiety
Leisure
Spare time
What is positive stress?
A type of stress that is not THAT bad
Stress that causes you to perform better or get things done
Stress that has no physical or emotional symptoms
Stress that does not last long
Which of the following are good coping mechanisms for stress? (check all that apply)
Exercise
Meditation
Fighting with your sibling
Time management
Sleeping for 6-7 hours
Which hardy characteristic is described? "Hardy individuals see themselves as being in charge of their lives. If they do not have the skills to succeed at a task then they will acquire them."
Commitment
Control
Challenge
All other options
Which hardy characteristic is described? "Problems are seen as a challenge rather than an obstacle. Because of this, hardy individuals are willing to devote the necessary time and energy to complete tasks."
Commitment
Control
Challenge
All other options
Which of the following is not a sign of stress?
Laughing daily
Feeling anxious
Physical aches and pain
An impact of stress is
Hair growth
Loss of appetite
Making new friends
Finances, relationships, and demands of work are the most common _____________ sources that can use cause stress in our lives.
External
Internal
Memorable
By managing stress you minimize negative influences it can have on your quality of life.
True
False
Coping with stress is the ability to recognize the sources of stress in our lives and enables us to avoid the negative consequences of stress.
True
False
What is a strategy that Oleg can use to calm himself when he is stressed?
Progressive Muscle Relaxation
using self talk
Breath work and guided imagery
all of the above
What can Brian do with his hands and arms when he is upset to help him calm down when he is upset?
He can make a fist and punch whoever is making him upset
He can put gloves on his hands to make himself warm and that way he will feel happy inside
He can make a fist and squeeze hard and then relax and repeat the process to release tension
Brian can put his hands in water
When practicing guided imagery, what should Yolanda picture when practicing the exercise?
She could picture her most embarrassing memory from High School
She could picture herself taking a really hard test
She could picture a scary movie she once saw
She can picture nature or a happy memory
What is some healthy self talk that Julio could practice doing?
He could say "I like me"
He could say "This is really hard but I'm going to keep trying."
He could say "Whoops I made a mistake but that's ok"
All of the above
What is the first step in dealing with stress for Alexis?
Stop what you are doing and pick a coping strategy that you could use to calm down
continue to do coping strategies until you are feeling calm
identify how you are feeling
None of the above
What are some elements of relaxation training that Vadim could try
Positive self talk
deep breathing
Peaceful imagery
All of the above
How many people with high functioning autism also have an anxiety disorder?
70%
50%
10%
30%
In progressive muscle relaxation what are some body parts that are involved in this?
Jaw
Hands
Arms
All of the above
Can you experience different intensities for the same emotion?
Yes
No
Which of the following is a step in identifying your emotions?
Think about how your body feels
Think about what your face feels like
Think about what the other persons voice sounds like
Both a and b
For a good nights sleep how long before going to bed should you stop looking at your phone?
1 hour
2 hours
3 Hours
4 Hours
Do you think having a full english Breakfast is a good way to start the day?
yes
no
Omega 3 is good for you, which of the following doesn't contain it?
Fish
eggs
walnuts
baked beans
magnesium combates stress?
true
False
if you are hydrated you can score how much higher than someone who is not, how much higher can you score?
5-10%
10-20%
20-30%
30-40%
did you complete the stress test?
yes
no
Tick the one that is not a physical symptoms of stress
bunion
poor appetite
dizziness
forgetfulness
Why is it important to talk to someone if you feel stressed?
What does PI stand for?
positive intervention
Pastoral intervention
positive identity
Your bed is your sanctuary not your (a)
