STRENGTHENING THE FRONT LINE

HANDLING STRESS IN BUSINESS LIFE

Changing attitudes and expectations
can improve one's stress level

By Emily Huling, CIC, CMC

If you're feeling pressured and apprehensive about business life, you aren't alone. World events, significant changes in the insurance industry, a slowing economy, and increased expectations of clients and families can make daily life more stressful. Eventually, living with this tension takes its toll by affecting our mental and physical health. When people are constantly stressed, they lose perspective and tend to feel they've lost control of their own lives. But this doesn't need to be the case. We can do many things to take back control of our lives. Often the simplest choices we make can influence attitude, success and overall well-being.

Stop worrying. You may be anxious about an upcoming client meeting or fearful that your boss thinks you made the wrong decision. Worrying about anticipated problems depletes energy and produces nothing. Two methods can help counteract anxiety. The first is to ask yourself, "What's the worst thing that could happen?" Usually, even the worst-case scenarios aren't life- or job-threatening. The second method to stop worrying is to ask yourself the "why" and "how" of the situation.

Why are you worried about the client meeting? Are you prepared? Do you need to learn more about the situation? Have you considered fully the client's issues and your appropriate response? Do you need to communicate information prior to the meeting to better prepare the client? Once you gain insight into the "why," then you can move on to the "how." Perhaps you need help from a coworker who has more experience, or you need to learn more from the company underwriter. Make a list of what needs to be done to have a successful meeting, then do it.

Remember this important rule about dealing with anxiety: Nothing relieves anxiety more quickly than action. Analyze the situation; then take the initiative. Once you do that, you are in control of the situation and the situation does not control you.

Unclutter and organize your work environment. When your life is rid of clutter, productivity and focus increase. Looking at piles of paper, file folders and manuals causes workers to feel overwhelmed. Donate or discard excess office equipment such as typewriters, telephones, computers, printers and fax machines. Offices and individual work areas should be organized in a way for people to have access to materials and information they need to do their jobs without getting lost in a sea of clutter.

Take the time to organize paper and electronic files so that filing and retrieving is consistent for all who use the systems. Spend time arranging your office to create an efficient work setting. Go through every item and either toss it, file it, or act on it. The act-on-it work should be either appropriately delegated to someone else or put on your to-do list with a realistic calendar date as to when you will work on it. Once these systems are set up, it's amazing how work gets done on an intentional and timely basis.

Get along with your coworkers. Face it. There are people you'd rather not have to work with. But circumstances being what they are, what can you do to make working together more pleasant?

Identify what's provoking you. A lot of our frustrations are self-inflicted. We leave the house late so we arrive at work stressed. We create our own do-or-die situations by not anticipating inevitable events. Consider what you can do to eliminate the pressure that further damages a tenuous coworker relationship.

Recognize that you can change only yourself. Assume full responsibility for changing your attitude and your behavior. Who knows why other people feel or act they way they do? You can't change them. Don't try. Work on your own stuff.

Different styles and different opinions are healthy. It's good we aren't all alike. Opposing views generate discussion, which helps us to solve problems. Let your coworkers air their views. Ask appropriate questions to learn more. Don't discount initial ideas that seem unworkable. Dig deeper to find, perhaps, a gold nugget.

You don't have to be friends, just compatible coworkers. It's so much easier to get work done when the office environment is peaceful and pleasant. Underlying tension and gossip destroy organizations. Find something you like about each person you work with. Perhaps you admire that person's commitment to his or her children or involvement with a charitable organization. Every person has a redeeming quality. An honest compliment can sweeten a working relationship.

Do your best to get along with all your coworkers. Both you and your company will benefit.

Change your expectations. Setting unrealistic expectations contributes to workplace stress. Customer service people who want to provide the best possible service can unconsciously over-commit themselves, thinking a job can be done quickly and without interruption. At the end of the day they find themselves with two hours of work to do and only 30 minutes left on the clock. While the insurance business is fast paced with many short deadlines, many activities do not need to be done under pressure. Here are a couple of tips on how to amend your expectations:

First, when you have a task to complete, take the time to think through how long it will take. If you need additional information from a third party before completing an application, the time frame will be longer than if you have control over all the steps in the process. Second, always ask the customer--both internal and external customers--when the job needs to be done. Don't assume all work needs to be completed immediately. The policyholder may be going out of town and not need a quick response.

Many times the expectations we place on ourselves that affect our work actually originate in our personal lives. Involvement with family, church, and civic and social organizations can keep us well balanced. Regular exercise and athletic activities are necessary for the health of our minds and bodies. But don't over-commit in these areas in ways that cancel out the benefits of participation. Give yourself permission to say "no" to activities when the pay-off to saying "yes" is increased stress.

Reducing stress takes an awareness of how our behavior and decisions affect us. Once you have identified your problem areas, commit to changing old habits. Make these changes and you'll find enjoyment and a greater sense of accomplishment in your work. *

The author

Emily Huling, CIC, CMC, is the author of Selling in a Hard Market. She helps the insurance industry achieve customer service and sales excellence through speaking, workshops, and consulting. For information visit www.selling strategies.com or call (888) 309-8802.