课程：Conflict, Stress and Time Management： apply to a customer support environment
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今天探讨最后一部分内容：Stree and Time Management in Customer Service
在目前常见的作文题目中，内容切题一般包括两个方面。一是写作内容要围绕题目规定的话题展开。比如"A Fiveday Week"(五天工作制)，文章的内容应围绕五天工作制进行论述，与其无关的内容，当以跑题论处，但此种现象并不多见。其二，在有些作文题中还包括提纲如：
"Challenge is a dragon with a gift in its mouth…Tame the dragon and the gift is yours." – Noela Evans, author
Fire Accidents in Big Cities
1）Sources of stress
unreasonable workloads and deadlines
conflict with coworkers or lack of coworker support
conflicting, confusing, or unclear communication, priorities, and responsibilities
uncomfortable or hazardous environmental factors
这种带提纲的作文题目不仅要求考生根据标题写作，而且要根据提纲规定的内容和范围展开各个段落，不能按自己的思路发挥。考生在这方面出的问题比较多。如1994年考研作文题是：On Making Friends(论交友)，其三段的提纲分别是：1.The need for friends 2.True Friendship 3.My principle in making friends。第三段的提纲要求考生围绕我交友的原则进行议论，然而有个别考生在段中这样写道：
lack of job security, lack of control, or lack of participation in decisions
Directions: Study the followingdrawing carefully and write an essay in which you should
The former paragraph has shown my principle in making friends in some way.Furthermore,what I want to say is that one good friend is enough.
rapid changes for which workers are unprepared
Directions: Stress isa natural part of modern life. In this part, you are required to write within40 minutes a composition of no less than 200 words about "Stress in ModernLife". You are to state briefly the relationship between stress and modernlife and the different attitudes towards stress. At the end of your compositionyou should draw your own conclusion。
1) describe the drawing,
2）Symptoms of stress
Stress in Modern Life
2) interpret it simplications,
When I choose friends,I do not care what work they do or what social background they are from,but I do notice those little things which reveal one’s characters.I would make sure that we really care for each other,so that no matter how much time goes by without seeing each other,I know my friends will always be there,ready to he lp if I need them,And I know we are true friends indeed.
Stress is based in one of the most basic preprogrammed biological reactions. It is an evolutionary artifact known as the fight-or-flight response.
It’s known to allthat stress is a natural part of daily life and there is no way to avoid it. Asthe pace of modern life continues to increase, we are always feeling on the gofrom morning till night. And it is hard to slow down. It seems to us thateveryone around us is aggressive. Therefore, whatever one does, he feels understress all the time. It is clear that stress has much to do with the life in acompetitive society。
3) give yourcomments。
rapid heartbeat and pulse
Different people,however, think of stress quite differently. Some believe that stress is not thebad thing it is often supposed to be. They are of the opinion that a certainamount of stress is vital to provide motivation and to give purpose to life.Others argue that stress contributes to one’s mental decline and henceendangers his health. According to them, relaxation, the opposite of stress, isessential for a healthy mind and body。
You should write 160—200 words。
inability to think clearly or focus
Personally, I’m infavor of the former view. I think it is impossible to avoid stress when one isentirely devoted to the career he pursues. In my opinion, it is only when thestress gets out of control that it can lead to poor performance and ill health。
After thought of Nurishments
Have you a bike?Taking a bike is a good way,most people think.But in university it seems not as good as other places.Bikes are possible to be stolen now and then.Having a bike isn’t always good enough for us to buy one.
As can be seen from the picture, amiddle-aged man holds a plate with a bowl, a pair of chopsticks, and a jar of nourishment, murmuring "to live well up to the 22nd century, it is really helpful to build up good health with nourishments." His face is as dull as dead water, his tongue is stuck out of his mouth and his posture is strange,knees bent, leaning forward。
This cartoon poses a serious problem worthy of careful reflection: “What is a positive attitude to wards nourishment?”Misconception prevails nowadays all over the world that nourishment can make the weak strong and the sick healthy. For those believing in this kind oftheory, such omnipotent nourishment is all-cures. So they take this kind of‘magical nourishment’ excessively. However, something is far from the truth. Taking nourishment to ensure your health is nothing but an illusion. Moreover, a greatamount of fake nourishment are flooded with in the markets, which will thusdeteriorate your health after continual use。
It is very convenient to use bikes in China.Bikes don’need fuel,nor a garage or a large parking lot.Bikes can go through narrow streets and their prices are low.So bikes are the most popular vehicles in China today.
From the analysis above we can easily draw aconclusion: a wish is a wish, no matter how sweet it is. A good wish, however,doesn’t mean a real life! In reality, life blooms with doing exercises andtaking part in sports. Besides, proper diets are also a rewarded way to keep you fit and healthy. Give up the idea of “more nourishment and more health andyou will build a muscular body in the long run。
By regularly recording information about the stresses you are experiencing, you can analyze the stresses and your reactions and then work to manage both.
The two levels at which stress can be addressed –internal and situational.
dealing with symptoms
Watch for signs of the fight-or-flight response. If you find yourself nervous, muscles tensed, and your heart beating fast, take steps to return to a calm state before dealing with the next caller. Make adjustments before your health and general welfare are affected.
improving your physical condition
Your physical condition – such as exercise and nutrition, including the avoidance of tobacco, alcohol, and excessive caffeine – impacts your energy levels, your ability to think, and your ability to deal with stress.
avoiding unrealistic expectations
You can only fit so much into one day. Unrealistic expectations set you up for failure and increased stress. Avoid perfectionism, don't be a workaholic, and don't obsess over unimportant details.
keeping things in perspective
Your current project or job may be very important to you, but your health, friends, and family are all more important in the long run. As author Natalie Goldberg said, "Stress is an ignorant state. It believes that everything is an emergency."
maintaining a positive outlook
You can't control or change other people, but you can change how you react. Avoid taking things too seriously. Life is too short and too much of it is spent at work not to have a little fun on the job. Remember to reward yourself occasionally.
cultivating coworker support
Having coworkers you can get support and empathy from can be the best stress reducer. Just knowing that the support is available will help, so put some effort into having positive professional relationships.
taking a break
If you have a series of stressful calls, take a break and change your focus for a few minutes. Go for a short walk or go sit somewhere quiet and different from your work environment, such as a park or a cafe.
having a life
Remember that old adage about "all work and no play"? Try to give your life outside work its due. Get a pet. Have a social life. Enjoy a hobby. Be involved in your community. Strive for a true work-life balance.
下面这个段落是一篇文章的第三段。文章的标题是：Good Health；提纲是1.Importance of good health；2.Ways to keep fit；3.My own practice。根据第三段的提纲"我的做法"，一个考生这样写：
I don’t eat meat much.Every morning I take the long run and in my spare time I like playing tennis and volleyball.In this way I keep good health and lead a happy life.
Although reducing the situational aspects of stress depends greatly on job design and organizational action, an individual can do certain things to try to affect environmental factors – even though some of the actual decisions may be beyond your control as a CSR:
modify your job situation
If your job is too stressful, ask your employer about adjusting the job to match your capabilities.
If there are policies, procedures, or people inhibiting your ability to do your job, either talk to those involved or ask your supervisor to help resolve the problem. Suggest the appropriate organizational changes instead of just complaining.
control your workspace
Take control of your immediate work area. Make sure you have all the equipment and supplies you need. Ensure your chair, desk, headset, and keyboard are comfortable and ergonomically correct. Make sure you have enough lighting and that the room temperature is comfortable.
Cluttered workspaces add to existing stress and affect productivity and job satisfaction. Make sure the area is clean and organized.
reduce repetitive tasks
By nature, a Customer Service Representative's job is usually repetitive – whether answering customer questions, or addressing complaints and problems. But if there are opportunities to vary your routine and enjoy a mental break from your job, take them.
Reports may need to be compiled or analyzed, or committees organized to plan events. You may be able to cross-train for another area or perhaps help train new employees.
manage your time effectively
Effective time management means being organized, prioritizing, avoiding procrastination, and staying focused. Distractions such as phone calls and e-mails must not keep you from completing your daily tasks.
As for me(1)，I enjoy a good health as I keep a simple diet with more vegetabl es,fruit and less meat.Moreover,I do some exercises whenever I have time such as long distance running,playing tennis or volleyball.As a result(2)，I have been a top student all through the four years in the university.So good health is important to everyone(3).
1）"Time is the coin of your life. It is the only coin you have, and only you can determine how it will be spent." – Carl Sandburg
attempting too much
interruption and distraction
2）Common strategies to manage time and overcome time robbers are
1.So colleg e provid e the best condition for students.
organizing：These four simple strategies can help to keep you organized
put your files in order
plan each day's schedule：按照must do, should do and nice to do进行分类
2.Going to college does not followed that We’ll have a splendid future.
doing it now：Certain strategies can help you break the procrastination habit, but first, you have to find out why you are doing it.
(Overcoming) Unpleasant Tasks
Fear of Failure
Overcoming Fear of Failure
Not Knowing Where to Start
Finding a Place to Start：如果不知道从哪里开始，那就从简单的或你了解的入手。
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