Introduction to Stress
Stress is a part of day-to-day living. It is a common human phenomenon and part of life. As college students you may experience stress meeting academic demands, adjusting to a new living environment, or developing friendships. The stress you experience is not necessarily harmful. Mild forms of stress can act as a motivator and energiser. However, if your stress level is too high, medical and social problems can result.
Work for most call centre staff involves deadlines to meet, targets to reach and problems to solve on a daily basis. The reality of working in the 21st Century, however, means that these deadlines are often moved, targets become ever more challenging and despite the promise of empowering workplaces, many individuals feel a loss of control over their daily lives. Everyone in his or her job, at some time experiences pressure. Too much pressure over a sustained period can however result in stress, that is, unless it is managed properly. Stress has been called the ‘invisible disease’ and can affect you, your employer, your colleagues and those closest to you. It is important therefore that you understand what it is and how you can manage your working life in order to minimise its occurrence.
Definition
Hans Selye was one of the founding fathers of stress research. His view in 1956 was that “stress is not necessarily something bad – it all depends on how you take it. The stress of exhilarating, creative, successful work is beneficial; while that of failure, humiliation or infection is detrimental.” Selye believed that the biochemical effects of stress would be experienced irrespective of whether the situation was positive or negative.
Since then, a great deal of further research has been conducted, and ideas have moved on. Stress is now viewed as a "bad thing", with a range of harmful biochemical and long-term effects. These effects have rarely been observed in positive situations.
The most commonly accepted definition of stress (mainly attributed to Richard S Lazarus) is that stress is a condition or feeling experienced when a person perceives that “demands exceed the personal and social resources the individual is able to mobilize.” In short, it's what we feel when we think we've lost control of events.
Stress is the “wear and tear”, our minds and bodies experience as we attempt to cope with our continually changing environment

Types of Stress
• Eustress refers to the stress that is induced from events that are perceived to be good or positive (also referred to as the “good stress”). Examples include starting college, getting married, or having a baby
• Distress refers to stress that is induced from events that are perceived to be bad or negative (also referred to as “bad stress”). Examples include failing an exam, fighting with a friend, or getting a speeding ticket.
• Hypostress refers to the stress that is induced from lack of stimulation or boredom, which may not have any consequential effect.
Under distress we have three types of stress as described, in the order of increasing intensity:
· Basic Stress
· Cumulative Stress
· Traumatic Stress
BASIC STRESS
Every individual experiences basic, minor stress in daily situations that may produce tension, frustration, irritation, anger, etc. A person's vulnerability (reaction) is largely determined by one's physical and psychological strength or weakness at these times, and thus the level of stress will vary accordingly. For example, a person who is ill, has not had enough sleep, or is troubled or worried, etc., is likely to react more readily and more intensely. Personal attributes which may contribute to one's reaction to stress are:
· Past experiences;
· Education;
· Professional skills;
· Philosophical approach to life;
· Age;
· Level of physical fitness; and
· Personal self-esteem.
Stress consumes physical, cognitive and emotional energy. Although it is natural to suffer some degree of
stress in difficult situations, in order to avoid disruption of a person's ability to function properly, both
physically and mentally, stress should not be allowed to accumulate to a point where it cannot be
controlled.
Cumulative Stress
Cumulative stress is the result of strain that occurs too often (FREQUENCY), lasts too long
(DURATION) and is too severe (INTENSITY). In these circumstances, distress leads to exhaustion and
other manifestations so that a person is unable to cope with the amount of stress he/she is experiencing.
He/she may be assigned to work with colleagues that are not personally or culturally compatible. In
addition a person may be challenged by minor, irritating strains related to unfamiliar or unpleasant
situations. For example, difficulties related to housing (privacy, shortages of water, heat/cold, noise, etc.);
travel (risks, threats, tedious controls at checkpoints); food (shortages, diet, illness); unfamiliar language
and culture, etc.
A person may suffer the personal stress of being away from home, friends and loved ones, and become
lonely and vulnerable to the effects of permanent low grade stress, or even to acute traumatic stress. If
cumulative stress is not cared for, it may lead to burn-out or flame-out, which may precede other very
serious stress disorders.
Burn-out:
Ongoing stress may result in burn-out, or professional and personal exhaustion. A person suffering from
burn-out will exhibit changed attitudes concerning his/her work & colleagues. For example, a person
suffering from burn-out will either avoid work or, more often, become totally immersed in it and will
exclude all other aspects of life. Usually there are signs of depression, loss of self-confidence and/or selfesteem,
diffused sadness, guilt and grief.
Flame-Out
In the case of a rapid onset burnout, particularly if the needs for periodic rest, proper food and exercise are
overlooked or ignored, the so-called flame-out phenomenon may result. Usually this reaction to stress can
be treated at once by instructing the person experiencing flame-out to leave the scene temporarily, until he/
she has regained control/composure. Some symptoms of flame-out are:
· Intense fatigue, often associated with exhausting hyperactivity;
· Feelings of sadness, discouragement, depression; guilt, remorse; hopelessness;
· Failure to admit to a state of psychological exhaustion, and denial of any loss of efficiency;
· Inability to objectively and accurately assess personal and professional performance;
· Physical signs of exhaustion may also be experienced, e.g. fatigue; headache; back pain; and
stomach ulcer (called stress ulcer).
Traumatic Stress
Whereas cumulative stress increases over a period of time and at some point can be recognized and
arrested, traumatic stress is the result of a single, sudden and violent assault which harms or threatens an
individual or someone close to him or her, either physically or psychologically. The following are
examples of trauma which may be experienced in the field:
· Being a powerless spectator of violence, murder, large scale massacres, epidemics, disasters or
famines;
· Hearing first-hand reports of ill-treatment and torture;
· Direct or indirect intimidations and threats;
· Bombing of buildings; mining of roads;
· Attacks on vehicles and convoys;
· Armed attacks and robberies;
· Witnessing large-scale material destruction.
Although the range of emotional reactions to trauma is limited, such reactions may vary from one
individual to another. The time it takes for these reactions to appear, and their severity, depends on the
person's character and vulnerability at the time. The reaction(s) may appear immediately, or after a few
hours or days: this is acute stress disorder. Or the reaction(s) may appear after a few months, or in rare
cases, in a few years: this is post-traumatic stress disorder (PTSD).
PTSD may be compared to a wound that will not heal naturally.
An individual with PTSD may, after a period of well-being, experience a delayed onset disorder which
generally can be recognized by several criteria:
· Persistent re-experiencing of the traumatic event;
· Avoiding association with any stimulus that is a reminder of the trauma;
· Symptoms of exaggerated alertness or caution and possibly inappropriate, or even violent,
reactions to threatening situations.

Positive Ways to Cope with Stress
1. Exercise! Whether you garden, roller-blade or do yoga, physical activity is one of the best methods
to relieve stress and strengthen your body to withstand its effects.
2. Escape -- for awhile. Get away from whatever is causing the tension. Lose yourself in a book or
take a bath so you can calm down and come back to deal effectively with the situation.
3. Eliminate small hassles wherever possible. Don't shop at the busiest time. Buy a bus pass if
you’re always short of change when the bus comes.
4. Breathe! Take time out to practice slow breathing. As you exhale very slowly say the word "relax"
or "calm." As the air expires, let the body relax.
5. Try relaxation or meditation. Consider taking a course to learn these techniques. Or, make an
appointment with a counsellor to learn the basics.
6. Be realistic. Don't try to be superhuman: be realistic and don’t expect too much from yourself.
Make a good effort, but don't try to achieve the impossible.
7. Draw on spirituality. If you draw strength from your spirituality, make time for it. It may fortify
you to cope with stressful demands or help you to put things into perspective.
8. Set priorities and goals. Managing your time well reduces stress! When you’re overwhelmed,
take time to figure out what your priorities are. Then, break down intimidating projects into smaller
steps. Devising and sticking to a weekly schedule can also help.

9. Eat healthily and get regular sleep. A poor diet will put additional stress on your body, so try to
limit your junk food intake as well as caffeine. Listen to your body as to how much sleep you need
in order to awake well-rested.
10. Take time for you. Plan a little time each day for fun and recreation, whether your thing is playing
the guitar, reading trashy novels or playing pinball. You’ll find that it will help you deal with stress
and so, in the long run, it will help your studies!
11. Note the positive. Take time to consciously reflect on and even write down or all the things that
are good in your life. This can help keep you grounded as the tornado whirls around you.
12. Laugh! Whether you play charades with friends or watch Mr. Bean reruns (whatever makes you
giggle), research shows that laughing is an excellent way to cope with stress.
13. Talk to others. Don't bottle up your feelings, reach out to those you trust: a friend or family
members. Talking may not take the source of your stress away, but it can help you to put it into
perspective, reduce your anxiety and come up with some solutions.