MCSHANE

5
Organizational

VON GLINOW

BEHAVIOR

C H A P T E R

F I V E

Stress
Management
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What is Stress?
An adaptive response to a situation that is
perceived as challenging or threatening to the
persons well-being
Stressors- an environmental condition or
stimuli that places physical or emotional demand
on a person
Examples
Physical
Emotional

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Types of stress
Episodic Stress- pattern of high stress
followed by intervals of relief
Chronic Stress- constant confrontation of
stressors without relief
Effects are:
constant
additive

Distress- stress that has a negative

consequence on a persons well-being
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Organizational

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BEHAVIOR

General Adaptation Syndrome

Automatic defense system to help cope with
with environmental demands
Three stages of adaptation
Alarm reaction- perception of stressor
Resistance- ability to cope rises above normal
because of activated defense mechanisms such as
adrenaline
Exhaustion- body must rest and recover from
heightened resistance stage

Prolonged resistance leads to system breakdown

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MCSHANE

Organizational

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BEHAVIOR

General Adaptation Syndrome

Stage 1
Alarm Reaction

Stage 2
Resistance

Stage 3
Exhaustion

DANGER ZONE

Normal
Level of
Resistance

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BEHAVIOR

Stressors and Stress Outcomes

Work
Stressors

Individual
Differences

Consequences
of Stress

Physical
environment
Role-related
Interpersonal

Physiological

Stress
over time

Behavioral
Psychological

Organizational

Nonwork
Stressors
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BEHAVIOR

Role-Related Stressors
Role conflict
interrole conflict
intrarole conflict
person-role conflict

Role ambiguity
uncertain duties, authority

Role overload/underload
Task characteristics
decisions, monitoring, traffic
problems

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Organizational

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BEHAVIOR

Stress Research
Type A and complexity leads to cardiovascular
problems
Job Control, Job Complexity, Self-Efficacy
interact to influence blood pressure
Burnout as a process
Emotional Exhaustion - lack of energy and a
feeling that ones emotional resources are used up
Coping Strategy for emotional buffer
Sense of inadequacy
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BEHAVIOR

Job Burnout Process

Interpersonal and
Role-Related Stressors

Emotional
Exhaustion
Physiological,
psychological,
and behavioral
consequences

Depersonalization

Reduced Personal
Accomplishment
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Organizational

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BEHAVIOR

Antecedents
Job Characteristics - client interactions,
overload, ambiguity, conflict
Organizational Characteristics - reward and
punishment systems, job context (shift,
psych environment, etc.)
Personal Characteristics - Age, Social
Support, Marriage, Expectations, Career
progress
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Consequences
Attitudinal
Behavioral
Interpersonal

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BEHAVIOR

Social Support and Undermining

Social Support- interpersonal transactions
with others that provide either emotional or
informational support
reduces effects of stress
feel valued
feel capable of handling a situation
buffers effects, someone to talk to, etc.

Social Undermining

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MCSHANE

Organizational

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BEHAVIOR

Cognitive Dissonance Theory

Leon Festinger 1967
Three aspects of attitudes must follow each
other
cognitive aspect- knowledge about an object
affective aspect- liking of the object
behavioral aspect- behavior toward the object

If dissonance is present there is stress and a

need to change an aspect of the attitude to
produce agreement among the elements
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Changing Aspects of Attitudes

BEHAVIOR

Affected by level of control

can I control the aspects of my attitude?
Do I have a choice regarding performance of the
behavior?

Behaviors are set by habit and view of others

Ignore current knowledge
Seek knew knowledge
Alter beliefs
Hypocrasy effects level of dissonance
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BEHAVIOR

Emotional Labor
Experiencing dissonance as a part of an
individuals role
Presenting a friendly attitude while holding a
negative attitude
Mainly in service positions where employees
must always be happy
flight attendants
secretaries

Backstage areas
out of sight of customer
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BEHAVIOR

Interpersonal Stressor: Sexual Harassment

Unwelcome conduct -- detrimental effect on
work environment or job performance
Quid pro quo
employment or job performance is conditional
on unwanted sexual relations

Hostile work environment

an intimidating, hostile, or offensive working
environment

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BEHAVIOR

Interpersonal Stressor: Workplace Violence

2 million people experience some form of
violence at work each year
Most common cause of work-related death
for women; second most common for men
Severe distress after experiencing or
observing violence
Also stress from working in high-risk jobs
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BEHAVIOR

Work-Family Stressors
Time-based conflict
due to work schedule, commuting, travel
for women -- still do most household chores

Strain-based conflict
work stress affects home, and vice versa

Role behavior conflict

incompatible work and family roles

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BEHAVIOR

Top 10 Life Stressors

10. Retirement or quitting
9. Marital reconciliation
8. Fired from work
7. Marriage
6. Personal injury or illness
5. Death of a family member
4. Jail Term
3. Marital Separation
2. Divorce
1. Death
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Stress and Occupations

Accountant

Hospital manager

Police officer

Artist

Physician (GP)

911 operator

Auto Mechanic

Psychologist

U.S. president

Forester

School principal

Waiter/waitress

Low-Stress
Occupations
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Medium-Stress
Occupations
20

High-Stress
Occupations
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Individual Differences in Stress

Perceive the situation differently
Different threshold levels of resistance to stressor
Use different stress coping strategies
Personality Type

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Organizational

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BEHAVIOR

Personality Type
Type A- impatient, restless, competitive,
aggressive, under intense perceived time pressure,
always attempting to accomplish several things at
once
need job and career control
have more health problems and shorter careers

Type B- does not feel pressure, works slowly and

enjoyably on a variety of tasks
Important to match personality type with position
to avoid stress
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BEHAVIOR

Consequences of Distress
Physiological consequences
50%-75% of all illnesses
Lower for women
cardiovascular diseases
ulcers, sexual dysfunction, headaches

Behavioral consequences
work performance, accidents, decisions
absenteeism -- due to sickness and flight
workplace aggression

Psychological Consequences
moodiness, depression, emotional fatigue

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BEHAVIOR

Coping with STRESS

Individual Coping Strategies
Problem focused- solve the problem, dont
procrastinate
Time management- self-management
scheduling, rewards, punishments

Seeking Help
mentoring- process of senior performer coaching a
junior one

Change jobs

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MCSHANE

Organizational

VON GLINOW

BEHAVIOR

Coping....
Emotion-focused
Relaxation
meditation
napping

Exercise
Psychological
Employee Assistance Programs

Recreation
Companionship

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BEHAVIOR

Family-Friendly and Work/Life Initiatives

Flexible work time
Job sharing
Telecommuting
Personal leave
Childcare facilities

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MCSHANE

Organizational

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BEHAVIOR

Other Stress Management Practices

Withdrawing from the stressor
person-job matching
work breaks, stabilization zones, sabbaticals
Changing stress perceptions
self-efficacy, self-leadership
Controlling stress consequences
relaxation and meditation
fitness and lifestyle programs
Social support
emotional and informational
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