Each of us experiences many emotions every day. Their source is, on the one hand, the surrounding reality reflected in our consciousness, and, on the other hand, our needs. When an emotion appears, not only the appearance of a person changes, but also the activity of internal organs, metabolic processes, and the state of the nervous system. In some emotional states, we experience a surge of energy, we feel vigorous, efficient, while in others, there is a breakdown, stiffness, and apathy.

Emotions color the world in different colors. Lack of emotion leads to emotional hunger. And if it lasts for a long time, then, like food hunger, it leads to illness, and then to death. A person without emotions can be likened to a scorched desert.

However, an overabundance of emotions is also unpleasant. It does not pass without a trace for a person, leading to emotional exhaustion. How to find that "golden mean"? This is what will be discussed in this chapter.

As a result of studying the material in this chapter, the student or interested reader should:

know the nature of the emotional states of individuals and the specifics of their manifestation in the business sphere;

• - be able to diagnose a stressful state and prevent emotional burnout in professional activity;
• - to possess specific skills and techniques of emotional self-regulation.

Emotions in the life of a business person

Characteristics of emotions

How important it is in everyday communication to understand the true feelings of the interlocutor! Why is he agitated, angry, frowning or silent? Why doesn't he look you in the eyes and even turn away in a conversation? Why is it filled with shame?

It is equally important to understand yourself, your feelings. Why does this particular person irritate me so much? Why do I so quickly "start up", lose my temper? Why can't I resist the argument? Why is it so hard for me to say kind words and confess my feelings? And many, many more "whys", which are not at all easy to answer, but necessary.

Let's do the following experiment. Let's take words denoting a particular emotion (for example: delight, anxiety, sadness, compassion, tenderness, care, embarrassment, surprise, love, hatred, sadness, etc.), and "select" for each of them the appropriate "candidates" from among our friends, relatives, colleagues. Think about which of the people close to you, with their attitude, character, attitude towards themselves and people, personifies each of these words? Hard? Of course, but very interesting! And most importantly, educational. It turns out that each person demonstrates one particular emotion more often than others, and it is she who determines all his behavior. All other emotions are derivatives of this basic one. Now think: what word are you ready to identify yourself with? What emotion is dominant for you?

Let's try to figure out what emotions are, what role they play in a person's life and in what cases they acquire a negative content. Emotion (from lat. shake, excite) - the subjective reaction of a person to the impact of internal and external stimuli, depending on their compliance with our needs.

Any new situation or information that contributes to the satisfaction of needs (or increases the likelihood of their achievement) causes positive emotions in a person, and negative ones that reduce this probability. Thus, for a person, emotions serve as a universal measure of the value of everything that happens, a kind of "currency of the brain." They regulate our behavior by "switching" our activities from one activity to another. We choose such behavior that helps us to strengthen, repeat positive emotions (joy, admiration, interest) and weaken, prevent negative ones (fear, grief, anger). But most often we do it unconsciously, uncontrollably, which causes unfortunate misunderstandings in our daily lives. Therefore, it is so important to learn to understand your own emotional world, manage it, and also influence the manifestations of emotions in other people.

Literally translated from English, stress management means “stress management”.

Causes and sources of stress. In everyday life, the concept of stress is often used to refer to the various difficulties experienced, as well as the conditions and experiences they cause.

As stressors, i.e. factors leading both to the occurrence of short-term stressful conditions in a person and to the development of severe, prolonged experiences, adverse physical effects can act environment, extreme situations, physical and mental trauma, etc. You can also say that a stressor is a stimulus that can trigger the fight or flight response.

The set of characteristic stereotypical general responses of the body to the actions of stimuli of the most diverse nature, reactions that are primarily protective, was designated by G. Selye "as a general adaptation syndrome." The General Adaptation Syndrome has three stages:

Ò Phase 1. Alarm reaction. As a result of the initial encounter with a stressor, changes occur in the body. The body's resistance decreases (shock phase), and then defense mechanisms are activated;

Ó Phase 2. Stage of resistance (phase of adaptation). If the stressor does not stop its impact and you can adapt to it, resistance arises in the body. Signs of an alarm reaction in the body practically disappear. The resistance is getting higher.

Phase 3. The stage of exhaustion, in which the failure of the body's defense mechanisms is revealed and the violation of the coordination of vital functions increases, their mismatch, disintegration occurs.

at first emotional reaction is formed as anger or fear, contributing, respectively, to extreme behavior - attack (fight) or flight.

However, such behavior may be rejected if it is assessed by consciousness as inappropriate. In conditions of extremeness, many situations can turn out to be absolutely stressful, depending on the attitude of the person himself and his experience towards them. Hence the role of psychological motivational factors that determine the attitude to certain events.

Individual response styles in stressful situations. A critical life situation is an emotionally experienced life circumstances that, in the perception of a person, represent a complex psychological problem, a difficulty that requires its solution or overcoming. This does not mean familiar situations, no matter what problems or difficulties they contain, but those that require the search for a new solution, a way out of the unusual resources of their residence. Each of these situations is fraught with either a challenge or a threat to human life, and even causes irreparable losses.

However, under the action of stress factors, all people will develop stages of stress in the same way, but external behavior may be different. Some capitulate to difficulties, others mobilize all their physical and spiritual capabilities to resist them. Based on the above, it can be concluded that there is two individual styles of behavior in stressful situations: Fight - attack; Escape - refusal to fight, avoidance.

It is known that morale (for example, optimism) and vigor (reserve of vitality) affect perseverance, and belief in one's own performance - perseverance in solving difficult life problems. The availability of material resources (money) opens access to information, legal, medical and other forms of professional assistance.

Occupational stress- the stressful state of the employee, which arises under the influence of emotionally negative and extreme factors associated with the professional activity performed.

Factors (stressors) operating within the organization and causing stress.

1. Overload or too little load. In both cases, the employee experiences anxiety, frustration (feeling of collapse), a sense of hopelessness and material loss.

2. Role conflict. Either contradictory requirements are imposed on the employee, or the principle of unity of command is violated. Role conflicts can arise as a result of differences between the norms of an informal group and the requirements of a formal organization.

3. Uncertainty of roles. In this case, the requirements may be evasive and vague.

4. Uninteresting work - people have different views on the concept of "uninteresting work".

5. Other factors: deviations in room temperature, poor lighting, excessive noise, wrong balance between authority and responsibility, poor communication channels and unreasonable demands of employees to each other.

Methods for overcoming work stress: 1) development of a system of priorities in work - “must do today”, “do it when there is time”, etc.; 2) be able to say “no” when there is a limit beyond which we cannot take on more work; 3) developing effective and reliable relationships with management - teaching the boss to respect your priorities, your workload; 4) disagreement with those who make conflicting demands (conflict of roles).

Types of occupational stress- informational, emotional and communicative.

Information stress- the employee does not have time to make a decision in conditions of severe time constraints. Decision making can be accompanied by a high degree of responsibility in conditions of uncertainty, lack of information, frequent, unexpected changes in information parameters.

At emotional stress the deep attitudes and values ​​of the employee associated with his profession are destroyed. This type of stress occurs when there is real or perceived danger, feelings, humiliation, guilt, anger and resentment in cases of contradictions or rupture of business relations, in conflict with management.

Communication stress- arises when there are real problems of business communication; accompanied by increased irritability, caused by the inability to defend against communicative aggression; ignorance of special methods of protection against manipulation; inconsistent in the pace of communication.

Stress management in professional activities is divided into two levels: stress management at the level of the organization and stress management at the level of individual employees.

Stress management at the organization level includes the following measures:

creating a favorable organizational climate:

well-established feedback system

participation of employees in the decision-making process

command and project forms of labor organization

clear definition of job duties and boundaries of personal responsibility

even distribution of the workload

social support for staff

special stress management programs

Individual stress management depends on the personal qualities of employees - that's why it is individual. There is such a thing as an individual time limit of stress. Some even do not care about long-term significant overloads, such workers easily adapt to stress without losing their ability to work. For some, even a small overload is enough to feel completely unsettled. And there is a category of workers whom stress mobilizes - only in stressful situation they are able to work at full capacity.

Stress management is a necessary condition for normal professional activity.

Most often, stress occurs in a difficult or new situation, in the case of a pronounced risk, time pressure, a possible or unfolding conflict - i.e. in those situations that almost constantly accompany the life of a modern active person.

The second factor is related to the fact that most of the existing technologies are excessively cumbersome and difficult to learn and use, which does not allow them to be successfully used by people of many social and age groups, whose life, however, is accompanied by regular stress (schoolchildren, students, military personnel, etc.). .d.).

The third factor that determines the relevance of this work is that the use of all stress management techniques occurs, as a rule, ALREADY in a state of stress.

Practice has shown that in most cases, for effective stress management, it is enough for a person to understand several basic theoretical provisions, which we called the “ABC of stress”:

A) Stress is a universal adaptive reaction of a person to a dangerous or uncertain, but at the same time significant situation for him, in the absence of an adequate stereotype of behavior or when it is impossible to apply it.

B) Most often, stress occurs in a difficult or new situation for a person, in the case of a pronounced risk, time trouble, a possible or real conflict.

C) Stress is a protective mechanism for controlling human behavior in order to maintain its survival. Objectively, stress manifests itself in the mobilization of the nervous, immune and cardiovascular and muscular systems. Subjectively, stress is experienced primarily as a state of tension.

D) Being an effective mechanism for managing a person in simple, "animal" situations, stress makes it difficult to carry out complex, purposeful, "human" activities, first of all, worsening the accuracy, speed and creativity of thinking.

E) The benefits of stress for a person: additional energy is released to solve the problem; the body "tells" what to do - run away, attack or hide; trains the nervous, immune and cardiovascular systems.

E) Cons of stress for a person: there can be too much energy; the body "prompts" mostly primitive reactions, often contrary to conscious choice; under severe stress, the immune system is depleted, the nervous and cardiovascular systems are overstrained.

G) Stress "forces" a person to act not for development, but for survival. Therefore, until a person has developed his consciousness to a level close in strength to the level of his unconscious, stress management technologies are a necessary condition for his effective activity, especially in areas new to him.

In addition to these theoretical provisions, we have noticed that a better understanding of what stress is and how it affects a person is very good. stories, parables and metaphors help. Let's take one of them as an example.

FIRE AND STRESS (MINI PARABLE)

Fire helped people become what they are now. Fire helper and protector of people! Fire will warm and cheer you up, with the help of fire you can cook food or drive away wild predators. But this is possible only if a person knows how to control fire. If not, then he can easily burn alive in the fire, at best, you can stay orphaned and naked in the ashes.

Stress is like fire. Only scarier.

in order not to drown in the world's oceans, elephants stood on a giant tortoise. What is this turtle on which three elephants of stress management stand?

In our opinion, this turtle is the development of such a quality as stress resistance.

ABOUT main stressors

1. Significance of the situation. The criterion is the price of failure. What value will I lose if I refuse to perform this activity or stay in this situation?

2. Novelty and uncertainty. The criterion is the lack of knowledge, skills and information necessary for the successful implementation of this activity or for a safe stay in this situation.

3. Load. The criterion is the amount of expenses and the level of discomfort experienced by me in the implementation of this activity or while being in this situation. What is valuable for myself I lose (time, effort, money)? What is the price to pay to win?

4. Risk. The criterion is the cost of an error. What value will I lose if I do the wrong thing?

5. Time pressure. The criterion is the absence of a reserve of time sufficient for calmly considering options for behavior, or for switching to a more resourceful state, or for repeating work in case of an error.

STRESSORITY \u003d Significance x (Novelty and uncertainty + Risk + Load + Time pressure)

BASIC RECOVERY TOOLS

1) Psychological means: autogenic training, muscle relaxation, music and light music, psychoregulation, hypnosis.

2) Psychohygienic means: interesting leisure, positive films, communication with nature, comfortable living conditions, good communication.

3) Organizational means: balanced activity, correct daily routine, activity planning.

4) Medico-biological agents: massage, water procedures, baths, rational nutrition, proper rest and sleep.

5) Pharmacological agents: preparations of ginseng, golden root, vitamins and minerals, bioactive additives, aromatic oils. A special place is occupied by good green tea. A properly organized tea procedure has not only pharmacological, but also a pronounced psychological effect.

KEY MEANS AND METHODS FOR INCREASING STRESS RESISTANCE

1. Physical activity. Performing exercises "to failure" - through pain.

2. Temperature effects. Both cold and hot. A convenient way is baths. In hot water, increase the load by increasing the temperature, the residence time is 5-10 minutes. In cold water, an increase in load due to an increase in the duration of the procedure, the temperature is minimal.

3. Holding the breath. On inhalation or on exhalation "to the stop." Sitting on the floor Keeping still and relaxed. Concentrating on feelings.

4. Fasting. 1-2 times a week without stopping daily activities.

5. Pain effects. Massage with a broom in the bath. Pressure foot massage. Iplicator Kuznetsov. "Iron Shirt" - shock hardening of the body and other exercises from the arsenal of martial arts. By the way, martial arts are an excellent method of developing general stress resistance, as well as a method of correcting your basic mental state and recovering from stress.

Dynamics of professional stress. There are 3 stages in the development of professional stress in a person: an increase in tension (1), stress itself (2), and a decrease in internal tension (3).

At the first stage psychological contact disappears in business and interpersonal communication, alienation appears in relationships. Stress is still constructive and increases the success of professional activity.

Second stage- loss of effective and conscious self-control (complete or partial). A person is vaguely and incompletely aware of his actions; having exhausted his energy resources, a person feels devastation and fatigue.

Third stage. "A man returns to himself", experiencing a sense of guilt, and swears that this nightmare will never happen again.

Each person has their own scenario. stress behavior, expressed in the frequency and form of manifestation of stress reactions. The focus of a person's stress aggression can be on himself or on others - colleagues, subordinates. The stress scenario starts almost automatically.

Rules of self-regulation in conditions of professional stress

1 rule: it is useful to observe yourself: what do you feel at the first stage of stress? What tangible changes are taking place in your state and mood? How long does stage 1 of your stress last? How does this happen?

2 rule: you need to look for ways to stop yourself. It is important to take a break and stop the action with an effort of will. Pause, leave the room, move to another part of the room.

3 rule: you need to strive to transfer your energy to another form of activity, do something else: water the flowers, make tea, go out into the corridor, talk to a nice employee, go to the window, look at passers-by, wet your hands with cold water.

4 rule: seriously think about what moments in work help relieve stress. What pleases you the most? What do you do with passion?

Formulation of refusal in business communication. A person is afraid to refuse when he wants to be kind always and for everyone, to be respected, whose self-esteem depends on the assessment and attitude of other people, is internally not free from business partners.

The communicative formula of refusal contains 3 main parts: a phrase containing positive content; a phrase containing negative content (reasons for refusal); a phrase containing positive content (positive prediction that help will be provided sometime in the future).

Manipulation in business communication. Usually, manipulation is spoken of with a negative connotation, assuming something derogatory, offensive, lowering the status of a person and destroying his human dignity.

Manipulator goals are simple: self-interest (money, connections), the desire to use the strength and life time of another person; self-affirmation (I am strong, and you are weak).

The criteria for manipulation are situations where: 1) one person intimidates another person and seeks to cause him to experience fear; 2) the manipulator makes the other person experience guilt and remorse at a time when he is not to blame for anything; 3) one person is trying to make the interlocutor feel depressed, insecure and low self-esteem; 4) the first causes in the other a sense of imposed duty.

The victim is often open and good person, who for a long time cannot believe that he is being used. With increasing age, a kind person becomes even more beautiful, his face glows, his eyes radiate.

In the life of a manipulator, the reverse pattern works: he lives hard, often experiencing "black" states. And his face acquires a heavy, unpleasant expression over the years, even despite the fact that his features were beautiful in his youth.

The manipulator is internally cold, there is no warmth of human life in him, no vivid feelings and experiences. He either buys another (I will give you money and power), or he buys himself - I want money and power.

Manipulation protection- Strengthening the life position and mastering the technique of communication. The life position should be active and contain not only the desire to help people, but also to fulfill their own desires, achieve their goals, strive to realize their interests.

Desire to succeed in life- a prerequisite for a normal, full-fledged human existence. It is important to ask yourself more often: “what do I get as a result of communicating with this person. What does he do for me? Do I enjoy it? Does communication bring me joy and satisfaction?

You must remember your human rights.

Techniques for communicating with a manipulator are to boldly and directly talk about: what he does; what the person who is being manipulated feels; what actually happens in the process of interaction between the manipulator and the victim (see Table 5.1.).

Conflict and Stress Management Ethics of Business Communication Purpose: to study the nature of conflicts and methods for their resolution Plan The nature of conflict in an organization Types of conflicts Causes of conflicts Methods for resolving conflicts Causes and nature of stress Ethics of the company specific individuals or groups of individuals, they most often associate it with aggression, threats, disputes, hostility, war, etc. The role of the conflict mainly depends on ...

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Topic 11. Conflict and stress management, business communication ethics

Target: study the nature of conflicts and methods of their resolution

Plan

1. The nature of conflict in an organization
2. Types of conflicts
3. Causes of conflicts
4. Conflict resolution methods
5. Causes and nature of stress
6. Company ethics

When people think about conflict (this is the lack of agreement between two or more parties, which may be specific individuals or groups of individuals,) they most often associate it with aggression, threats, disputes, hostility, war, etc. As a result, there is an opinion that conflict is always undesirable, that it should be avoided if possible, and that it should be resolved immediately as soon as it arises. The modern view is that even in well-managed organizations, some conflict is not only possible but desirable.

Of course, conflict is not always positive. In some cases, it can interfere with the satisfaction of the needs of an individual and the achievement of the goals of the organization as a whole. However, in many cases, the conflict helps to reveal the diversity of points of view, provides additional information, shows more alternatives or problems, etc. This makes the decision-making process of the group more efficient, and also gives people the opportunity to express their thoughts and thereby satisfy their personal needs for respect and power. It can also lead to more efficient execution of plans, strategies and projects, as different points of view on them are discussed before they are actually executed.

Thus the conflict can be functional and lead to an increase in the efficiency of the organization. Or it can be dysfunctional and lead to decreased personal satisfaction, group collaboration, and organizational effectiveness. The role of conflict mainly depends on how effectively it is managed. To manage a conflict, you need to know the causes of its occurrence, type, possible consequences in order to choose the most effective method his permission. The conflict model is shown in fig. 13.

1. Types of conflicts

The outcome of a conflict largely depends on how effectively the manager manages it. Therefore, you need to know not only the nature, but also the types of conflicts (Figure 1). Following are the four main types of conflict. Mixed conflicts often occur.

Figure 1. - Types of conflict in the organization

intrapersonal conflict. This type of conflict can take many forms, of which the most common form is role conflict, where conflicting demands are placed on one person about what the outcome of their work should be, or, for example, when production requirements are inconsistent with personal needs or values. Research shows that such conflict can arise with low job satisfaction, low self-confidence and organizational stress, and stress.

Interpersonal conflict. This is the most common type of conflict. It manifests itself in organizations in different ways. Most often, this is the struggle of managers for limited resources, capital or labor, time to use equipment, or project approval. Each of them believes that since resources are limited, he must convince higher management to allocate these resources to him, and not to another manager.

Interpersonal conflict can also manifest itself as a clash of personalities. People with different personality traits, attitudes and values ​​are sometimes just not able to get along with each other. As a rule, the views and goals of such people differ radically.

Conflict between the individual and the group. Conflict can arise between an individual and a group if this individual takes a position that differs from those of the group. For example, when discussing ways to increase sales in a meeting, most will assume that this can be achieved by lowering the price. And someone alone will be convinced that such tactics will lead to a decrease in profits. Although this person, whose opinion differs from that of the group, may take the interests of the company to heart, he can still be seen as a source of conflict because he goes against the opinion of the group.

Intergroup conflict. Organizations are made up of many formal and informal groups. Even in the best organizations, conflicts can arise between such groups. Informal groups that feel that the manager is treating them unfairly can rally tighter and try to "pay off" with a decrease in productivity. A striking example of intergroup conflict is the conflict between the trade union and the administration.

In addition, conflicts are classified according to the degree of manifestation: hidden and open.

Hidden conflicts usually involve two people who, for the time being, try not to show the appearance that they are in conflict. But as soon as one of them loses his nerve, the hidden conflict turns into an open one. There are also random, spontaneously arising and chronic, as well as deliberately provoked conflicts.

As a kind of conflict, intrigue is also distinguished. Intrigue is understood as a deliberate dishonest action, beneficial to the initiator, which forces the collective or the individual to certain negative actions and thereby causes damage to the collective and the individual. Intrigues, as a rule, are carefully thought out and planned, have their own storyline.

3. Causes of conflicts

It is very important to determine the causes of the conflict, since knowing the causes of a particular phenomenon, it is easier to take some specific steps to block their (causes) of action, thereby preventing the negative effect they cause. All conflicts have several causes, the main of which are the limited resources that must be shared, differences in goals, differences in ideas and values, differences in behavior, level of education, etc.

Resource allocation. Even in the largest organizations, resources are always limited. Management can decide how to allocate materials, people, and finances in order to achieve the organization's goals in the most efficient way. It doesn't matter what the specific decision is about - people always want to get more, not less. Thus, the need to share resources almost inevitably leads to various types of conflict.

Interdependence of tasks. The possibility of conflict exists wherever one person or group is dependent on another person or group for tasks. Certain types of organizational structures increase the potential for conflict. This possibility increases, for example, with the matrix structure of the organization, where the principle of unity of command is deliberately violated.

Differences in purpose. The potential for conflict increases as organizations become more specialized and broken down into divisions. This is because departments can formulate their own goals and pay more attention to achieving them than to achieving the goals of the organization. For example, the sales department may insist on producing as many different products and varieties as possible because this improves competitiveness and increases sales. However, the goals of the manufacturing unit, expressed in terms of cost-effectiveness, are easier to achieve if the product range is less diverse.

Differences in ideas about values ​​are a very common cause of conflict. The idea of ​​a situation depends on the desire to achieve a certain goal. Instead of objectively evaluating a situation, people may consider only those views, alternatives, and aspects of the situation that they believe are favorable to the group or personal needs. For example, a subordinate may believe that he always has the right to express his opinion, while a leader may believe that a subordinate can only express his opinion when asked and unquestioningly do what he is told.

Differences in behavior and life experience. These differences can also increase the possibility of conflict. It is not uncommon to meet people who are constantly aggressive and hostile and who are ready to challenge every word. Such individuals often create an atmosphere around them that is fraught with conflict.

Poor communications. Poor communication can be both a cause and a consequence of conflict. It can act as a catalyst for conflict, making it difficult for individuals or groups to understand the situation or the perspectives of others. For example, if management fails to communicate to workers that a new performance-based pay scheme is not intended to "squeeze" workers, but to increase company profits and strengthen its position among competitors, subordinates may respond by slowing down the pace of work. . Other common communication problems that cause conflict are ambiguous quality criteria, the inability to accurately define the job responsibilities and functions of all employees and departments, and the presentation of mutually exclusive work requirements. These problems may arise or be exacerbated by the inability of managers to develop and communicate to subordinates an accurate job description.

4. Conflict resolution methods

To date, experts have developed a lot of all kinds of recommendations regarding various aspects of people's behavior in situations of conflict, the choice of appropriate strategies and means of resolving them, as well as managing them. Ideally, it is believed that the manager should not eliminate the conflict, but manage it and use it effectively. It is important to consider both the actions of the participants in the conflict themselves, and the actions, the role of an intermediary, which can be a leader. You need to start with an analysis of the actual causes, and then apply the appropriate methodology. (Figure 2.)

Figure 2 - Conflict management methods.

The existing effective ways of managing a conflict situation can be divided into two categories: structural and interpersonal.

Structural conflict resolution methods:

— through clarification of job requirements;

— through the creation of new coordination and integration mechanisms;

- setting a common goal for all departments and organizations;

through the reward system.

Interpersonal conflict resolution styles:

- avoidance of conflict;

— smoothing the causes of the conflict;

- coercion by one of the parties;

- compromise;

- problem solving.

The latter style is the most effective in solving organizational problems. The following are some suggestions for using this style of conflict resolution:

Once the problem is identified, define solutions that are acceptable to all parties;

- focus on the problem, not on the personal qualities of the other side;

- create an atmosphere of trust by increasing mutual influence and information exchange;

- during communication, create a positive attitude towards each other, showing sympathy and listening to the opinion of the other side.

In the interests of the effective functioning of the team, the leader should not be drawn into all sorts of internal conflicts, taking the point of view of one side or the other. It is most reasonable to be, as it were, “above the fight”, but not in the position of an outside observer, which makes the organizational process unmanageable, but as a person interested in normalizing the interpersonal complications that have arisen, trying to influence the ongoing processes. To resolve a conflict situation, the presence of a mediator is extremely important in psychological terms, since it allows the parties to the conflict, despite mutual concessions, to “save face”. In addition, the successful implementation of the intermediary function will increase the psychological authority of the leader, which is important in everyday management activities.

5 Stress is a state of the sensory-emotional sphere of a person changed from the norm, in which the perception of the environment and his behavioral reactions become inadequate to the situation.

Stress is a common and frequently occurring phenomenon (increased irritability or insomnia before a responsible event, etc.). But if minor stresses are inevitable and harmless, then excessive stress creates problems. In this regard, it is important to learn to distinguish between an acceptable degree of stress and too much stress. Zero stress is impossible.

The stress that has to do with leaders is characterized by excessive psychological or physiological stress. Physiological signs of stress include ulcers, migraine, hypertension, asthma, heart pain, etc. Psychological manifestations include irritability, loss of appetite, depression and decreased interest in interpersonal and sexual relationships, etc.

By reducing the efficiency and well-being of the individual, excessive stress is costly for organizations. Many employee problems that affect both their earnings and performance, as well as the health and well-being of employees, are rooted in psychological stress. Stress directly and indirectly increases the costs of achieving organizational goals and reduces the quality of life for large numbers of workers.

Causes of stress:

- organizational factor (underload, overload, conflict of roles, uninteresting work, poor working conditions);

— personal factor (marital status, etc.);

— Wrong balance between powers and responsibilities.

If a person wants to direct his efforts to maintaining health, then he must consciously respond to a stressful impulse with relaxation.

Telaxation is a method by which you can partially or completely get rid of physical or mental stress. To master it, no special education or natural gift is required, but there is one indispensable condition - motivation, i.e. everyone needs to know why he wants to learn relaxation. By activating the activity of the nervous system, relaxation regulates mood and the degree of mental excitation, allows you to weaken or relieve mental and muscle tension caused by stress.

With the help of this type of active defense, a person is able to intervene in any of the three phases of stress. Thus, it can interfere with the impact of a stress impulse, delay it, or (if a stressful situation has not yet occurred) reduce stress, thereby preventing psychosomatic disorders in the body.

To improve productivity and reduce stress, you need to:

- to prioritize work;

- Learn to say "no"

- Build relationships with leaders

- disagree with the leader when there is a conflict or uncertainty of roles;

- constantly discuss your problems with someone, do not keep them in yourself;

- every day to be able to "switch off";

- be in good physical shape and know that physical activity helps to reduce stress levels.

- evaluate the abilities, needs and inclinations of subordinates and try to choose for them the appropriate amount and type of work;

- allow subordinates to refuse to perform tasks if they have reason to do so;

— use the style of leadership appropriate to the specific situation;

- provide fair remuneration for efficiently performed work (the problem of formalizing labor rationing);

- act as a mentor, listening, understanding and developing the abilities of subordinates, discuss difficult problems with them.

1. Company ethics

Rigidly linked to the normative requirements for management and management policy is the notion of the morality of business relationships - the ethics of the enterprise. These norms must necessarily be introduced to ensure the stability of the enterprise and in order to maximize profits.

Ethical values ​​towards employees may include:

- taking into account their individual characteristics;

- providing the opportunity for full disclosure of individuality;

— protection from unreasonable interference;

- a guarantee of character;

- fair pay

— social guarantees;

— taking into account areas of personal responsibility;

— participation in management, etc.

Ethical values ​​towards a market partner may include:

- trust in joint work;

- rollback from deception;

— Guaranteed optimal supply;

- attention to consumers;

— honesty in competition, etc.

Ethical values ​​in relation to shareholders may include:

- proportionate share in the profits;

- honest information;

- joint actions;

— protecting the interests of owners, etc.

Related tests

1. Conflictology as a science arose:

1. in the 19th century;
2. along with the emergence of mankind;
3. in the 20th century..

2. Intrapersonal conflict is understood as a conflict between:

1. conscious and unconscious structures;
2. two unconscious attitudes;
3. two conscious tendencies;
4. between any intrapersonal structures.

3. A complete list of the structural elements of the conflict is:

1. the roles of opponents, the object of the conflict, the environment of the conflict;
2. positions of subjects, participants in the conflict, zone of disagreement;
3. parties to the conflict, subjective and objective characteristics of the conflict.

4. Choose the most complete and correct list of social roles
participants in the conflict

1. judges, mediators, conflict participants, initiators, victims;
2. subjects, victims, instigators, allies, mediators, organizers;
3. witnesses, participants, support group, spectators, opponents, managers.

5. The resources of the parties to the conflict are:

1. overall potential subjects and participants of the conflict, which can be used in it;
2. knowledge, skills and conflict skills;
3. material security of the parties involved in the conflict.

Questions for self-examination

1. What is conflict? What is its nature?

2. What types of conflicts do you know?

4. List the main causes of conflicts?

5. What are the conflict resolution methods?

Associated with the merger of different divisions and giving them common goal

Associated with the introduction of a special integration mechanism for conflicting units

Associated with the creation of a certain “backlog” in the work of interconnected departments

Associated with the “separation” of parts of the organization - participants in the conflict or a decrease in their interdependence

Associated with the use by the head of his position in the organization

Conflict Management Methods

Inside the conflict

Intragroup conflict

Intergroup conflict

interpersonal conflict

intrapersonal conflict

Levels of conflict in an organization

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10.1. The concept and nature of stress

10.2. Prevention of stress in business communication

10.3. Individual strategy and tactics of stress-resistant behavior.

10.1. So, it is almost impossible to avoid conflicts in the sphere of business communication. A mandatory companion of almost any conflict is stress. Its unpleasant signs (increased excitability, inability to concentrate, feeling of causeless fatigue, etc.) appear instantly and are visible, as they say, to the naked eye. Do not be nervous, relax, others advise us. Yes, we would be happy not to be nervous, but for the most part it doesn’t work out. A stressful situation captures us and does not let go: unpleasant thoughts crawl into our heads, harsh words come out of our mouths by themselves ... So after all, it’s not far from a serious illness. Can anything be done about it? It is possible, but only under three indispensable conditions: 1) a clear understanding of the nature of stress and the stages of its development; 2) a clear idea of ​​the boundaries of a possible impact on the course of a stressful situation; 3) readiness for active efforts to achieve stress resistance.

The word stress in translation from English means tension. This term was introduced into scientific circulation in 1936 by the outstanding Canadian physiologist Hans Selye (b. 1907), who developed the general concept of stress as an adaptive response of the body to the impact of extreme factors (stressogens). The extraordinary popularity of both the concept itself and its leading concept is apparently explained by the fact that with its help many phenomena of our ordinary, everyday life can easily be explained: reactions to emerging difficulties, conflict situations, unexpected events, etc.

According to the classical definition of G. Selye, stress is a non-specific response of the body to any requirement presented to it, and this response is the stress of the body, aimed at overcoming emerging difficulties and adapting to increased requirements. The term non-specific in this case means that which is common to all adaptive reactions of the body. In the cold, for example, we try to move more to increase the amount of heat generated by the body, and the blood vessels on the surface of the skin narrow, reducing heat transfer. On a hot summer day, the body, on the contrary, reflexively releases sweat, increasing heat transfer, etc. These reactions are specific, responding to the specific requirements of the environment for the body. But in any case, you need to adapt to the environment, restore a normal state. The general need for restructuring the body, adapting to any external influence - this is the essence of stress. It does not matter whether the situation we are faced with is pleasant or unpleasant. Oddly enough, but cold, heat, sadness, joy, drugs cause, according to G. Selye, the same biochemical changes in the body. Something similar exists in our household appliances: a refrigerator, a heater, a lamp, a bell change the physical environment in different ways (cold, heat, light, sound), but their work is due to a single factor - electricity. Similarly, the stress effect of external influences does not depend on the type of specific adaptive responses to them. The essence of these answers is the same. G. Selye sees three phases in the dynamics of stress response:

1) an anxiety reaction, manifested in the urgent mobilization of the body's defenses and resources;

2) the phase of resistance, which allows the body to successfully cope with the effects that caused stress;

3) the phase of exhaustion, if too long and too intense struggle leads to a decrease in the adaptive capabilities of the organism and its ability to resist various diseases.

The physiological and biochemical nature of stress has been studied quite well so far. Schematically, the physiological underside of the stress response looks something like this. Under the influence of some stress factor (conflict, unexpected event, etc.), an intense persistent focus of excitation is formed in the human cerebral cortex - the so-called dominant. Its appearance triggers a kind of chain reaction: one of the most important structures of the diencephalon, the hypothalamus, is also excited, which in turn activates the leading endocrine gland, the pituitary gland, which is closely associated with it. The latter releases a portion of a special hormone into the blood, under the influence of which the adrenal glands secrete adrenaline and other physiologically active substances (stress hormones), which ultimately give a well-known picture of a stressful state: heartbeat increases, breathing quickens, blood pressure rises. etc. Biochemical shifts under stress are a defensive reaction of the body to an external threat formed in the process of long evolution. Its physiological meaning is the instant mobilization of all the forces of the body necessary to fight the enemy or flee from him. But modern man, unlike the primitive, does not often solve his problems with the help of physical strength or fast running. So hormones that have not found application, which excite the body and do not allow the nervous system to calm down, circulate through our blood. If they were immediately spent on some kind of physical activity, stress would not have devastating effects. But there are few such opportunities for a person leading a modern lifestyle. Therefore, his body falls into a kind of stress trap: an emergency release of stress hormones into the blood depletes their supply in the adrenal cortex, which immediately begins to intensively restore them. Therefore, even with a relatively weak re-emotional arousal, the body reflexively reacts with an increased release of hormones. This is the biochemical nature of stress, which is behind the scenes of nervous, inadequate human behavior.

A stressful state is not dangerous in itself, but because it can provoke a whole bunch of organic disorders in the form of cardiovascular, allergic, immune and other diseases. Not to mention the fact that a person's working capacity, his vital and creative activity are falling sharply. Seemingly causeless lethargy, passivity, insomnia or restless sleep, irritability, dissatisfaction with the whole world are typical symptoms of stress. Here the question naturally arises: is it possible to do something about it at all? Can stress be avoided?

The answer to the last question must be, of course, negative. Stress is basically unavoidable. For their nature is reflex. It is an automatic reaction of the body to difficult or unfavorable situations. Such reactions are the mechanisms of natural biological protection of a person, a purely natural way of adapting to a changing environment. To destroy them means to extinguish life in a person, to make him insensible to external stimuli.

As the founder of the doctrine of stress G. Selye emphasized, stress is an indispensable component of life. It can not only lower, but also increase the body's resistance to negative factors. To breed these polar functions of stress, Selye proposed to distinguish between stress itself, as a mechanism necessary for the body to overcome adverse external influences, and distress, as a state that is certainly harmful to health (the word distress can be translated as exhaustion, unhappiness).

Thus, stress is a tension that mobilizes and activates the body to fight the source of negative emotions. Distress is an excessive stress that reduces the body's ability to adequately respond to the demands of the external environment.

At the same time, it would be a mistake to unambiguously associate distress with the manifestation of a person's negative emotions, and declare all positive emotions to be protection against it. It also happens differently. Any emotional shake-up of a person is a stressor (a source of stress). The body's resistance to adverse external influences increases due to the resulting stress! The mechanisms of stress are designed to ensure the body's resistance. Distress occurs when these mechanisms are not effective enough. Or when they deplete their resource during a long and intense stressful effect on a person. Thus, the state of distress actually corresponds to the third of the stress response phases identified by G. Selye. It is with her that we must fight, or rather, try to prevent the transition of stress into distress. Stress itself is a completely normal reaction. Perhaps an analogy with the temperature of our body will do here. When a person becomes ill, the body temperature rises. Since the sensations are far from pleasant, most of us immediately seek to bring it down with any medication. However, modern medicine recommends something else: up to a certain threshold (up to about 38 °), it is not worth knocking down the temperature with pharmaceuticals. After all, its increase means that the immune system has activated and the body is trying to cope with problems on its own. Having stuffed the body with antipyretics, we will not so much help as prevent the immune system from doing its job, giving an artificial signal to curtail its activity. Therefore, the use of medications to reduce the temperature is justified only if it has gone off scale beyond a certain limit. That is, when it is obvious that the body itself cannot cope with the situation and its strength is running out. Approximately such picture and with stresses. Thus, understanding the nature of stress should lead us to the conclusion that the desire to avoid stress in general is the wrong strategy of behavior. And it's not just that it's practically impossible. It is much more important that in the phase of resistance to the source of stress, the human body is more resistant to adverse external influences than in a state of complete rest and relaxation. Tempering the body is useful not only physically, but also emotionally, since our emotions act as triggers for stress reactions.

Prevention of stress should begin with finding out the causes that give rise to them. They are quite obvious. Well, the leading among them, of course, are conflicts.

10.2. The list of causes of stress is endless. International conflicts, instability of the political situation in the country, and socio-economic crises can act as stressors. A significant part of the stress-provoking factors is related to the performance of our professional duties. The authors of the popular manual on the basics of management identify organizational factors that can cause stress:

– overload or too low workload;

- conflict of roles (occurs if the employee is presented with conflicting requirements);

– uncertainty of roles (the employee is not sure what is expected of him);

- uninteresting work (a survey of 2,000 male workers in 23 occupations showed that those who have more interesting jobs show less anxiety and are less prone to physical ailments than those engaged in uninteresting work for them);

– poor physical conditions (noise, cold, etc.);

- the wrong balance between authority and responsibility;

- poor communication channels in the organization, etc.

Another group of stress factors could be called organizational and personal, since they express a subjectively anxious attitude of a person to his professional activity. German psychologists W. Siegert and L. Lang identify several typical employee fears:

- Fear of not being able to do the job

- fear of making a mistake

- fear of being overlooked by others;

- fear of losing your job

- fear of losing one's self.

Unfavorable moral and psychological climate in the team, unresolved conflicts, lack of social support, etc. are also stressful. To this bouquet of stressors of an organizational and production nature, problems of a person’s personal life can also be added, which provide many reasons for unfavorable emotions. Trouble in the family, health problems, a midlife crisis and other similar irritants are usually acutely experienced by a person and cause significant damage to his stress tolerance.

Thus, the causes of stress are not a special secret. The problem is how to prevent stress by acting on the causes that cause it. The basic rule here suggests itself: we need to clearly distinguish stressful events that we can somehow influence, from those that are clearly not in our power.

It is clear that the crisis situation in the country or in the world, the inevitable approaching retirement age, etc. an individual person, if he can influence, it is very insignificant. Therefore, such events should be left alone and focus on those stressors that we can actually change.

We get a significant part of stress as a result of conflicts generated by various production situations. In this case, in any case, the vertical of business relations is affected: the head - the subordinate. After all, even if ordinary employees are in conflict with each other, the manager cannot but interfere in the course of resolving the conflict. Therefore, the recommendations for the prevention of stress, formulated by management psychology, are deployed, as it were, on two fronts: managers, whose duties are charged with reducing the level of stress among employees, and subordinates, who are invited to protect themselves from stress and not serve as stress givers for others. To minimize the level of stress in the team, without reducing productivity, the leader should heed the following recommendations.

Anti-stress guide:

1. Think often about the accuracy of assessing the abilities and inclinations of your employees. Compliance with these qualities of the volume and complexity of assigned tasks is an important condition for the prevention of stress among subordinates.

2. Do not neglect bureaucracy, that is, a clear definition of the functions, powers and limits of responsibility of employees. This way you will prevent a lot of small conflicts and mutual insults.

3. Do not get annoyed if the employee refuses the assignment, it is better to discuss with him the validity of the refusal.

4. Show your trust and support to your subordinates as often as possible. (According to one American study, employees who experienced significant stress, but felt the support of their boss, fell ill during the year by half as much as those who did not notice such support.)

5. Use a leadership style appropriate to the specific production situation and the characteristics of the composition of employees.

6. In case of failures of employees, first of all, evaluate the circumstances in which the person acted, and not his personal qualities.

7. Do not exclude compromises, concessions, apologies from the arsenal of means of communication with subordinates.

9. If there is a need to criticize someone, do not lose sight of the rules of constructive and ethical criticism.

10. Periodically think about ways to relieve stress already accumulated by subordinates. Keep in mind the problems of rest of employees, the possibility of their emotional release, entertainment, etc.

The implementation by managers of these simple recommendations in principle can have a very significant impact on the level of stress in the team.

At the same time, for the same purposes, a step towards the bosses is proposed to be taken by subordinates. Those suffering from stress at work are usually offered something like this list of methods for minimizing stress.

Anti-stress submission:

1. If you are not satisfied with the conditions and content of work, wages, promotion opportunities and other organizational factors, try to carefully analyze how realistic your organization's ability to improve these parameters is (that is, first find out if there is something to fight for).

2. Discuss your problems with colleagues, with management. Take care not to sound accusatory or complaining - you just want to solve a work problem that may not only concern you.

3. Try to establish an effective business relationship with your manager. Assess the scope of his problems and help him sort out yours. Managers, as a rule, need feedback, but are not always able to provide it.

4. If you feel that the amount of work assigned to you clearly exceeds your capabilities, find the strength to say no. Be sure to provide a well-balanced and thorough justification for your refusal. But do not slam the doors: explain that you are not at all opposed to new assignments, if only you will be allowed to free yourself from some of the old ones.

5. Feel free to demand from management and colleagues complete clarity and certainty in the essence of the tasks assigned to you.

6. If there is a production conflict of roles, that is, a deliberate inconsistency of the requirements (for example, you were assigned to write an important report, but did not remove the obligation to answer the incessant phone calls of customers), do not bring the matter to a sad ending when you have to make excuses for not fulfilling that or another task. Bring up the problem of incompatibility of the cases assigned to you right away, focusing the attention of management on the fact that the business will suffer in the end, and not you personally.

7. When working hard, look for opportunities to take a break and rest. Experience shows that two 10-15 minute periods of relaxation per day are enough to maintain a high degree of performance.

8. It is also useful to remember that failures at work are rarely fatal. When analyzing their reasons, it is better to compare yourself not with a tightrope walker who has no right to make a mistake, but, for example, with a football forward, who, out of dozens of attempts to beat defenders, turns out to be successful only one or two, but even this number is sometimes enough.

To gain experience from your own mistakes is your natural right (although not written in the Constitution).

Be sure to discharge your negative emotions, but in socially acceptable ways. Socially approved management of one's emotions does not consist in suppressing them, but in the ability to find suitable channels for their withdrawal or release. When in a strong annoyance, do not slam the door and do not yell at colleagues, but find ways to take out your anger on something neutral: break a couple of pencils or start tearing up old papers, which, as a rule, are available in any organization in considerable quantities. Finally, wait for the evening or the weekend and give yourself any physical activity - preferably one where you need to hit something (football, volleyball, tennis, at worst, beating carpets will do).

9. Try not to mix personal and business relationships, etc.

Among such recommendations for reducing the level of stress, formulated by modern managerial and psychological thought, there are quite unexpected ones that run counter to generally accepted ideas. So, for example, it is widely believed that a strong family, a strong rear, in which an employee attacked by work stress finds comfort and support, is a fairly reliable protection against stress received at work. However, everything is not so simple. American researchers Susan W. Kobasa and Mark K. Pyusetti, who examined about two hundred employees of middle management and above in one of the large companies, recorded a strange phenomenon. It turned out that workers who perceived their families as the biggest support had the highest rates of stress-related illnesses. This fact was confirmed even in relation to those who had such a social asset as a large salary or a high position. The essence of this situation was interpreted in such a way that the families of workers do not provide them with the kind of support that is required to overcome the stresses at work.

While the production situation requires them, say, discipline or mobilization of all forces, the family may maintain qualities that are not the most appropriate at such a moment - resentment towards colleagues and management, self-pity, shifting the blame onto others or circumstances, etc. . The conclusion is probably obvious: not all family support can serve as a reliable refuge from stress.

The recommendations listed above for the prevention of stress in involuntary working groups are of a fairly general nature. A specific stressful situation is always unique, since not least is determined by the individuality of the stressed person (his temperament, character, style of behavior, etc.). In addition, our susceptibility to stress at work to a large extent depends on the general life background, that is, on how successfully we are able to get out of stressful situations generated by general social, family, age and other factors. In fact, professional stress is just one of many types of stress that overcomes us. It certainly has its own specifics. But the physiological nature of stress is the same. Therefore, a person who is hardened in overcoming various life barriers and troubles must obviously cope with professional stressful situations more successfully than others.

Thus, one of the keys to success in overcoming work stress lies in the overall life strategy of the individual, based on the chosen basic values ​​and taking into account the characteristics of his personality.

10.3. As G. Selye said, stress is the aroma and taste of life, and complete freedom from stress means death. More than seventy years of studying the phenomenon of stress has convinced experts of the truth of these premises. It is now generally accepted that our ability to adequately meet the threat of stress and remove it with minimal damage to the body is ultimately determined by our general attitude to life, what in romantic philosophy and literature was called the will to live. After all, stress is in any case a psychophysiological reaction of a person, and not just an organism, as was previously thought. The social component of human behavior plays a significant role in the development of stress. Three main elements are usually distinguished in the structure of the stress response:

– assessment of the stressful event;

- physiological and biochemical changes in the body;

- change in human behavior.

It is clear that the first element of this triad is originally social. The assessment of a stressful event is always subjective. It is influenced by the depth of our knowledge of the nature of things, and personal experience (positive or negative), and general socio-cultural attitudes, and even our emotional state at the time of the event. False fears, erroneous interpretation of any phenomena as threatening our well-being cause very real physiological and biochemical changes in the body.

An even closer connection with social factors is seen in the third element of the stress response - behavior. Even a person spurred on by physiological changes cannot ignore generally accepted social norms, attitudes, and prohibitions. The fundamental role is played here by the personal beliefs of the individual, his worldview, habits, and the ability to control his emotions.

Thus, the stress response is largely a social phenomenon. This means that it is possible to resist stress by influencing, first of all, the social components of stress reactions, which, in theory, should be more manageable than our physiology. Or, at least, there should be less harm from exposure to them than from interfering with the work of our body with the help of various kinds of tranquilizers, antidepressants and other medications. What exactly should our efforts to increase stress resistance be directed to? An interesting answer to this question is given by the concept of search activity developed by Russian scientists B.C. Rotenberg and V.V. Arshavsky. In order to understand its essence, we must first deal with one stereotype of our thinking - about the unconditional harmfulness of negative emotions. The relationship of a stressful state of a person with a number of somatic (bodily) diseases now seems to be a generally recognized fact. It is no less obvious to everyone that our emotions, both positive and negative, bear their share of responsibility for bodily health-illness.

It has been known since ancient times that the wounds of the winners heal faster than the wounds of the vanquished. And long-term sadness, anxiety, depression usually precede the development of a wide variety of somatic disorders. It is precisely such sources of such common ailments as myocardial infarction, hypertension, peptic ulcers and allergic diseases that modern psychosomatic medicine points to.

But if negative emotions are so harmful, then why are there so many of them, much more than positive ones (this fact was noted by German psychologists back in the 19th century)? The explanatory scheme here coincides with the main way of interpreting the nature of stress. Negative emotions are a kind of scouts of the mind, the first echelon of defense of our body.

Their task is to instantly assess a threatening situation and prompt us to action long before the mind analyzes it in detail. That is why our reactions to pain, cold, danger, etc. are so swift. Our body reacts sensitively to a negative emotional assessment of any event with an almost instantaneous increase in blood pressure, muscle tone, blood sugar, etc. But mobilization cannot be permanent. It must be followed by an action - attack, flight, active resistance, etc. But modern civilization, as a rule, does not provide such opportunities to a person, forcing him to be in constant tension. This is where disharmony arises in the body, which ultimately leads to malfunctions in the work of its vital systems. Therefore, negative emotions, evolutionarily formed as scouts, by the achievements of the current civilization turn into criminal provocateurs, inciting our body to self-destructive reactions. Therefore, they must be decisively eliminated, even at the expense of emotional impoverishment. Sick politicians are forbidden to read newspapers, leaders who have a heart attack are protected from information about their teams, but they simply try not to make all other citizens nervous with bad news. The main thing is not to worry! This motto has become so firmly established in our consciousness that we do not even notice the insidious substitution: understanding the need to remove negative emotional arousal turns into a conviction that it is good for health to eliminate any emotional arousal! But are negative emotions so unconditionally harmful? And is it certainly useful - positive? As it turned out, the answers to these questions are not unambiguous. From the usual standpoint, it looks strange, for example, that during wars or other extreme situations, when prolonged emotional stress is required and the number of negative emotions increases sharply, psychosomatic and even common colds become much less. It would seem that everything should be the other way around - after all, people's strength is at the limit, food and living conditions are deteriorating sharply, stress factors are growing like a snowball - but ordinary diseases are receding! But in the post-war period, when people return to a normal life that does not require excessive emotional stress, these diseases return again.

Not everything is simple and with positive emotions. Physicians and psychologists have long noted a peculiar phenomenon of the human condition, called achievement disease, or achievement depression. Its essence is that a person who has set himself some major goal and spent an incredible amount of effort to achieve it, having achieved success, often experiences not happiness and well-deserved bliss, as one might expect, but, on the contrary, some kind of disappointment, emptiness, loss of meaning in life. It turns out that the period immediately after reaching the peak of success is very dangerous for health. The body's resistance not only to psychosomatic, but even to infectious diseases is sharply reduced.

Does not save the situation, by the way, and the lack of emotions. From a monotonous, uninterrupted routine, seemingly not affecting us in any way, you can get no less stress. The immutability of the situation, its monotony, will begin to annoy.

Thus, negative emotions are not always unconditionally harmful to health. A calm and serene existence does not guarantee physical well-being. That is, the very sign of emotions - positive or negative - is not a decisive factor that determines the negative consequences of stress. There should be one more, additional link in the development of a stressful situation, which is responsible for one or another of its outcomes. According to B.C. Rotenberg and V.V. Arshavsky, such a link is the type of behavior of a living creature, distinguished by the presence or absence of search activity in it. Back in the 60s and 70s, in numerous experiments with animals, it was easily shown that an artificially induced negative emotional state worsens the course of various diseases, while a positive emotional state, on the contrary, stops them. This fit well with the traditional idea of ​​the harm of negative and the benefits of positive emotions. However, a little later, a more in-depth study of the stimulation of negative emotions cast doubt on such an unambiguous conclusion. It turned out that pathological processes in an animal's body can slow down, even if it experiences sharply negative emotions. But this happens only if the animal demonstrates the so-called actively defensive reaction. If, for example, an experimental rat reacted aggressively to stimulation with an electric current: it bit and scratched the cage, attacked the experimenter, tried to escape, then the disease-causing changes in its body slowed down! If, however, she simply hid in the corner of the cage and did not make any attempts to escape, then all pathological processes were noticeably accelerated and sometimes even led the animal to death. This behavior is called passive defensive. And, probably, it is precisely this that is the main factor leading eventually to psychosomatic disorders after stress reactions.

What provides a protective effect of active-defensive behavior on health? B.C. Rotenberg and V.V. Arshavsky believe that such a protective tool is search activity aimed at changing an unfavorable or maintaining a favorable situation despite the action of factors or circumstances threatening the latter. Such activity is called search because the certainty of the final results is almost always absent. The subject can never be sure that he will find a path to success. Search activity, the authors of this concept argue, is the general nonspecific factor that determines the body's resistance to stress and harmful effects in a variety of forms of behavior. We propose to consider passive-defensive reaction in all its manifestations as a refusal to search in a situation unacceptable for the subject. It is the very refusal to seek, and not the unacceptable situation as such and the negative emotions it causes, that makes the body more vulnerable to all sorts of harmful things.

Let us recall the three phases of stress response identified by G. Selye. The phase of resistance turns into the phase of exhaustion (stress is replaced by distress) precisely when the search for an exit gives way to giving up on the search. Now it becomes clear why in extreme conditions (wars, blockades) psychosomatic ailments recede. The daily struggle for life, victory over the enemy is undoubtedly a manifestation of search activity. At the same time, the body mobilizes all its resources so powerfully that ordinary peaceful diseases cannot take it. When people who survived the war return to a life situation that does not require extreme stress, search activity inevitably decreases, the body is demobilized, and ordinary psychosomatic illnesses return.

The same mechanism of the drop in search activity, apparently, underlies the disease of achievement. While a person strives with all his might for the desired goal, he is extremely mobilized and protected from distress. But as soon as the goal is achieved and there is a temptation to carelessly enjoy the fruits of victory, the level of search activity drops sharply and, accordingly, the danger of various ailments increases.

So, search activity has a clear stimulating effect on the body and increases its resistance to stress. The lack of such activity creates a predisposition to distress and all its negative consequences. The need for search activity (that is, in the process itself constant change, obtaining new information, unexplored sensations, etc.) is inherent in man (and not only, by the way, in man) by nature. It has biological roots and a clearly expressed evolutionary adaptive meaning. Of course, in terms of development, it is the search behavior of its constituent individuals that is beneficial for any population. Behaviors are also subject to natural selection. And for sure, it was he who linked the active-defensive behavior and stress resistance in the process of evolution. Having given such a powerful stimulus to the self-development of the individual, nature thereby took care of the progress of the population as a whole. What remains for us is only to correspond to nature, that is, not to drown out the need to search in ourselves, but, on the contrary, to cultivate, support, and encourage it in every possible way. Thus, the basis of a stress-resistant life strategy is search activity, manifested, of course, in socially acceptable forms. This is the only way to adequately withstand the stresses of life.

Recall the old parable about two frogs caught in a saucepan with sour cream. One of them, realizing the futility of all efforts, chose not to suffer and, folding her paws, peacefully went to the bottom. The second, desperately floundering, finally knocked sour cream into butter and, pushing off a hard surface, got out to freedom. The moral of this fable is obvious: do not give up before any difficulties, no matter how insurmountable they may seem. Forget about hopeless situations. Look for a way out of any situation, even if it does not exist in principle. Finding a way out of a hopeless situation will be useful in any case. At least that will make the expectation of a sad denouement not so difficult. But completely hopeless situations are not so common in our lives. We are still able to cope with most of them. Let not as we would like, but generally acceptable. And the search activity here is good because in most cases it brings useful results, regardless of whether the ultimate goal of our efforts has been achieved. The very striving towards the goal (more precisely, the search for means to achieve it) turns out to be beneficial.

So, search activity in any situation should become the core of our stress-resistant life strategy. This is the main way to adapt to the modern rapidly changing world and at the same time the main means of improving ourselves (and along the way - our social environment). But of course, we must clearly realize that not all activity is good at all. Extreme forms of protest behavior, vagrancy, crime, finally - these are also forms of social search activity, however, unacceptably oriented. So, the principle of search activity should be used carefully, placing it within a certain framework of a general attitude towards life values.

This attitude to a large extent depends on the worldview, beliefs, and ideas that we have formed about how we should live the life given to us. These representations, by the way, can also be a source of constant stress. If life does not turn out the way we would like (and this happens all the time), if we fail to conform to the generally accepted model of a successful and prosperous person, some kind of irritation involuntarily begins to accumulate, claims to the outside world and to ourselves grow. In such a situation, it is useful to carefully analyze how rational our initial beliefs are about how the surrounding social world should be arranged. The fact is that often our demands on ourselves and the environment are unreasonably high, because they are based on the so-called irrational beliefs. They are considered irrational because they do not have sufficient grounds in reality. As a rule, these are overly categorical generalizations of certain forms of behavior or stereotypes rooted in our minds, which may have had some real basis in the past, but have long since lost it and now exist only by inertia. Well, for example: a woman should be a good housewife, a man should be a breadwinner, the owner of a family, making acquaintances on the street is indecent, etc. It cannot be said that these statements are completely unfounded, that is, false. What makes them irrational is their absolute categoricalness, the non-admission of exceptions. So it should be - and that's it! And when reality does not meet such requirements, violations naturally arise. emotional state and consequently chronic stress.

However, making categorical demands on the surrounding reality is an unproductive occupation. She has a nasty habit of failing to live up to our expectations. Therefore, do not demand perfection from the world! Try to accept the world as it is. To accept does not mean to agree with all its imperfections and vices. This means only - to state some objective reality, and only then, to the best of our ability, begin to correct it. The discrepancy between what should be (what should be) and what is (what is) is characteristic not only of the reality surrounding us, but also of ourselves. Here, too, is rooted an impressive source of stress responses. It has two poles: overly inflated self-image and, conversely, low self-esteem. By the way, it is curious: what is more common, an overestimation or underestimation of our own abilities and capabilities? As numerous psychological studies on this topic show, most of us have some kind of unconscious predisposition in favor of our Self. As a rule, we evaluate ourselves in almost all respects not as an average person, but somewhat higher.

But can we all be above average at the same time? It is clear that this is an illusion. It helps us maintain an optimistic view of the world and our own place in it, but sometimes causes trouble in the form of stress from high expectations or collapsed hope. Yes, and the famous midlife crisis has one of its reasons all the same inflated self-esteem. Many of us like to read biographies of various famous personalities: emperors, presidents, generals, scientists, etc. In addition to natural curiosity, this apparently hides a secretly tormenting question: how, how did this celebrity manage to climb to the top of success? What do I need to do? Alas, there is no such recipe in any biographies of prominent people and simply cannot be. For purposefulness, hard work, determination and other obvious qualities that are usually put forward in the foreground will not make us outstanding politicians, scientists, artists or, at worst, Russian oligarchs, if there is no main thing - abilities, talent. And this matter is very thin and practically does not depend on us. More precisely, dependent - but in a negative way: you can ruin your talent if you do not develop it; but it is impossible to work it out by conscious efforts on oneself. Therefore, it is hardly necessary, as we are taught at school, to take an example from great personalities - one disorder will come out. It is better to realistically assess your abilities (by adolescence, they are quite clearly manifested) and form an appropriate level of claims. It is quite acceptable that it be a little higher than what can be achieved for sure. As in pumping up muscles - the most useful effort is the one that is made last, through I can not. It is what adds strength to the muscles. It is the same in life strategy - the designated goals should be slightly higher than our current capabilities, so that there is an incentive for development. But they don't have to be unattainable. There is a famous formula of self-esteem by W. James, from which it follows that the degree of self-esteem depends on the ratio of the levels of success (numerator) and claims (denominator).

If the result of such a division is not high, it may be useful to think about lowering the level of your claims. However, it is also not worth underestimating your claims too much. This can lead to the same stress, but for a different reason - due to low self-esteem. The feeling of one's unhappiness, bad luck, resentment at the fate of the villain and unfavorable circumstances are stressful no less inflated claims. Therefore, taking care of increasing your self-esteem is one of the means of preventing stress. Action is recommended at three levels:

- bodily - take care of your health, diet, appearance, etc .;

- emotional - look for emotionally comfortable situations for yourself, ensure yourself at least a little tangible success in some activity, create small holidays for yourself and others, etc .;

- rational - accept and love yourself for who you are! This, of course, is not about narcissistic narcissism, but about a sense of the value and uniqueness of one's own life. After all, knowing the shortcomings of our children or parents does not prevent us from loving them. Why can't you approach yourself with the same yardstick? All this is so simple and obvious that one can only wonder: why do we have so many stresses associated with low self-esteem? The answer, however, is no less obvious: the same inertia, laziness, disbelief that serious results can be achieved by fairly simple means are to blame. But numerous examples of people who, as the Americans say, have made themselves (self-made man), show that it is possible and necessary to achieve changes favorable for us by perseverance, method, perseverance. After all, even the inertia of our life is a great force.

Remember the first law of classical physics (the law of inertia): if no forces act on a body, then it is either at rest or maintains a state of uniform rectilinear motion. As applied to the issues discussed here, this means that if we do not make any effort to improve our affairs, then by themselves they will not improve in any way. But as soon as we begin to work on ourselves or circumstances, the same force of inertia will begin to support our efforts, preserve their energy and constancy. The activity of overcoming difficult life problems, resilience do not come by themselves. To spare no effort for their formation in oneself - that, in fact, is the whole secret of gaining stress resistance.

Ministry of Education and Science of the Russian Federation

Federal Agency for Education GOU VPO

All-Russian Correspondence Institute of Finance and Economics

Department of Philosophy and Sociology

Test

For business communication

On the topic: "Stress resistance in business communication"

Checked:

Abaji Olga Viktorovna

Completed:

St-ka Savenkova Anna Vasilievna

Accounting and statistical fk-t

Introduction

2. The influence of self-esteem on stress resistance

Conclusion

Literature

Introduction

IN modern conditions in the first place is the problem of the social value of a person, while health is one of the important objective conditions of life. Among the many factors that determine working capacity and other characteristics of health, mental resistance to stressful situations plays an important role. A high level of mental resistance to stress is the key to maintaining, developing and strengthening the health and professional longevity of the individual. The formation of stress resistance is a guarantee of people's mental health and an indispensable condition for social stability, predictability of the processes taking place in society. Increasing stress, including mental, on the nervous system and psyche of a modern person leads to the formation of emotional stress, which is one of the main factors in the development of various diseases. At present, the concern for maintaining mental health and the formation of stress resistance of a modern person is coming to the fore. The path to mental health is the path to an integral personality, not torn apart from the inside by conflicts of motives, doubts, self-doubt. On this path, it is important to learn the features of your psyche, which will allow you not only to prevent the occurrence of diseases, improve health, but also improve yourself and your interaction with the outside world. Social relationships can contribute to psychological, social adaptation, the assimilation of healthy behaviors and recovery, if they are supportive, and also affect physiological indicators of health.

1. Formation of stress resistance in everyday life

Stress is an increased tension of a person's psychophysiological resources, which manifests itself in both acute and chronic negative experiences. The development of stress is largely determined by the characteristics of a person's subjective attitude to the situation in which he lives and works, as well as the methods of overcoming difficulties accumulated in his experience. Easier stress can be defined as an inadequate reaction of the individual to certain manifestations, internal and external, which, in fact, act as irritants or stressors. A key role in the process of stress occurrence is played by the mechanism of non-acceptance of the manifestation that a person faces. The word "stress" in translation from English means "tension". This term was introduced into scientific circulation in 1936 by the outstanding Canadian physiologist Hans Selye (b. 1907), who developed the general concept of stress as an adaptive response of the body to the impact of extreme factors (stressogens). The extraordinary popularity of both the concept itself and its leading concept is apparently explained by the fact that with its help many phenomena of our ordinary, everyday life can easily be explained: reactions to emerging difficulties, conflict situations, unexpected events, etc. According to the classical definition of G. Selye, stress is a non-specific response of the organism to any requirement presented to it, and this response is the tension of the organism, aimed at overcoming the difficulties that arise and adapting to the increased requirements.

Everyone knows from their own experience that anything can act as a stressor: a look, a word, an action, an event, a lost thing, etc., etc. Therefore, the point is not so much in the stressor itself, but in our attitude towards it. If a person is not able to change in a timely manner, recognizing the fact of the real existence of the stimulus, disagreeing with this fact and not accepting its reality, he naturally turns into a stressor. Not accepting reality, a person disagrees with it, which gives rise to negative experiences, internal mental stress, and later a painful psychological state, illness, premature aging and death.

Over the past 20 years, more than 73 thousand people living in the territory of the CIS countries have been covered in the course of the ongoing stress tolerance research program. At the same time, it was possible to construct a multifactorial mathematical model which allows describing, explaining and predicting the behavior of people in various stressful situations. Without going into details and details, first of all, it can be noted that a higher level of stress resistance distinguishes people whose value system is dominated by so-called spiritual values. On the contrary, the dominance of material values ​​leads to a decrease in the level of stress resistance and the formation of a kind of stress dependence. The latter is expressed in the emergence of a special worldview, according to which stress is an integral property of life in general. It is a given of the world that cannot be changed. Of the many traits and properties of personality studied, the most powerful factors in increasing the level of stress resistance are:

The general energy potential of the individual,

The level of development of intuition,

The level of development of logical abilities,

Emotional maturity of the individual (emotional stability and level of emotional control),

Plasticity (flexibility, willingness of the individual to change),

temperament type,

The level of development of reflection, etc.

The level of stress tolerance of a person is not something invariable. Under the influence of various factors, it can both increase and decrease. The latter is actively used by the organizers of the so-called destructive cults (the Church of Jehovah's Witnesses, the White Brotherhood, the New Life Church, various anti-scientist and pseudo-religious sects, etc.). Destroying the system of values ​​and the habitual picture of the world of a person, they reduce by ten times the level of emotional stability and security inherent in him, and, ultimately, stress resistance. At the same time, various fears become the main tool of manipulation.

Thus, we can conclude that the level of stress resistance depends on the mental health, mental balance of a person. Therefore, for the formation of stress resistance it is necessary to develop and strengthen the "internal forces" of the individual. To do this, there are various programs, centers where psychologists, psychotherapists conduct consultations, trainings, etc. For independent work there is a special literature on oneself, and the most valuable medicine "for nerves", according to psychologists, is rest and positive emotions.

2. The influence of self-esteem on stress resistance

Stress resistance is a culture of attitude towards oneself: understanding one's states that are formed in the process of everyday life, understanding the mechanisms, causes and consequences of stress development, knowing how to manage one's own state and the ability to implement these methods.

A person throughout his life every day is faced with stress of different levels of severity. In order to cope with at least some of them without compromising mental health, personal beliefs, his worldview, habits, and the ability to manage his emotions play a significant role.

As a rule, the discrepancy between what should be (what should be) and what is (what is) is characteristic not only of the reality around us, but also of ourselves. Here, too, is rooted an impressive source of stress responses. It has two poles: overly inflated self-image and, conversely, low self-esteem. By the way, it is curious: what is more common, an overestimation or underestimation of our own abilities and capabilities? As numerous psychological studies on this topic show, most of us have some kind of unconscious predisposition in favor of our Self. As a rule, we evaluate ourselves in almost all respects not as an average person, but somewhat higher. But can we all be above average at the same time? It is clear that this is an illusion. It helps us to maintain an optimistic view of the world and our own place in it, but sometimes it also causes trouble in the form of stresses from “high expectations” or “collapsed hope”. Yes, and the famous "mid-life crisis" has one of its reasons all the same inflated self-esteem. And this matter is very thin and practically does not depend on us. Therefore, it is much better to realistically assess your abilities (by adolescence, they are quite clearly manifested) and form an appropriate level of claims. It is quite acceptable that it be a little higher than what can be achieved for sure.

There is a famous "self-esteem formula" by W. James, from which it follows that the degree of self-esteem depends on the ratio of the levels of success (numerator) and claims (denominator). If the result of such a "division" is not high, it may be useful to think about lowering the level of your claims.

However, it is also not worth underestimating your claims too much. This can lead to the same stress, but for a different reason - due to low self-esteem. The feeling of one's unhappiness, bad luck, resentment at the fate of the villain and unfavorable circumstances are stressful no less inflated claims. Therefore, taking care of increasing your self-esteem is one of the means of preventing stress. Action is recommended at three levels:

Body - take care of your health, diet, appearance, etc.;

Emotional - look for emotionally comfortable situations for yourself, ensure yourself at least a little tangible success in some activity, create small holidays for yourself and others, etc .;

Reasonable - accept and love yourself for who you are! This, of course, is not about narcissistic narcissism, but about a sense of the value and uniqueness of one's own life.

All this is so simple and obvious that one can only wonder: why do we have so many stresses associated with low self-esteem? The answer, however, is no less obvious: the same inertia, laziness, disbelief that serious results can be achieved by fairly simple means are to blame. If we make no effort to improve our affairs, they will not improve by themselves. But as soon as we start working on ourselves or circumstances, the same force of inertia will begin to support our efforts, keep their energy and constancy. The activity of overcoming difficult life problems, resilience do not come by themselves. To spare no effort for their formation in oneself - that, in fact, is the whole "secret" of gaining stress resistance.

Consider which of the following statements are false:

a) "stress is the lot of weak people";

b) "I cannot be held responsible for the stress in my life, we are all victims of it";

c) "I always know when I am overstressed";

d) "all people react to stress in the same way";

e) "when stressed, all you need to do is first of all relax";

e) "the most important measure in the fight against stress is psychotherapy."

Answer: a), b), e).

In my opinion, these statements are incorrect. :

a) all people are subject to stress, regardless of their attitude to reality, mood, temperament, etc. the only difference is that stresses are different and each person has his own "sensitivity threshold". Consequently, the reaction to the same stimulus may be different;

b) you need to try to set yourself up to resist stress, work on yourself. This does not mean that there will be no more stress, rather, a person’s attitude to various kinds of troubles will change;

e) relaxation is not the only way out of a difficult emotional situation and is not always effective. Other methods must also be used.

Conclusion

The word "stress" in translation from English means "tension". It is widely used in a number of fields of knowledge, which is why it has a slightly different meaning in terms of the causes of the occurrence of such a state, the mechanisms of its development, the characteristics of manifestations and consequences. It combines a wide range of issues related to the origin, manifestations and consequences of extreme environmental influences, conflicts, a complex and responsible production task, and a dangerous situation.

In a business environment, stress is an indispensable companion of conflicts that periodically brew in any team. Signs of stress appear instantly: nervousness, irascibility, irritability, and as a result - emptiness and general malaise. Can anything be done about it? Yes, but subject to the following conditions:

Accurate determination of the nature of stress and the stage of its development;

A clear idea of ​​the boundaries of a possible impact on the course of a stressful situation;

Readiness for active efforts to achieve stress resistance.

Intensive study of various forms of stress, ways to protect against it, its negative impact on human life and health is one of the dominant areas of applied psychological research over the past three decades.

Literature

1. Conflictology / Ed. V.V. Ratnikov. - M.: UNITI, 2005.

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