Stress Management Techniques and Strategies for Workplace Success

Desklib provides past papers and solved assignments for students. This project focuses on stress management and effective communication.

Stress Management

Project
College Details
Ransford College Pty Ltd T/A AAAR Institute of Business & Technology
Suite 1 – 6, 79 Paisley St
Footscray VIC 3011
Australia
T: 1300 198 775
T: [phone]
www.ransford.edu.au
[e-mail]

ABN 86 606 260 404
ACN 606 260 404
CRICOS 03614A
RTO Number 45178
Your Workplace Health and Safety (WHS) at Ransford College
1. It is your duty to inform staff at Ransford College if you see, hear or come
across any incident, situation or hazard that might require immediate attention
2. In case of an emergency evacuation, you are required to follow the
instructions provided by your trainer. While exiting the building, keep calm and
walk alongside the hand rails.

Table of Contents
The Assessment Process..............................................................................................................5
Scenario.........................................................................................................................................8
KPIs.............................................................................................................................................10
Task 1 – Email.............................................................................................................................12
Task 2 – Voice Mail......................................................................................................................17
Task 3 – Phone Message Role Play............................................................................................18
Task 4 – Complaint Handling.......................................................................................................21
COMPLAINT FORM..................................................................................................................................................21
Select Topic..................................................................................................................................21
Task 5–Understand differences in communication style across cultures.....................................29
Task 6 – Effective Communication...............................................................................................30
Title-Task 6 Effective communication...........................................................................................32
Table of content...........................................................................................................................32
Introduction..................................................................................................................................32
Body.............................................................................................................................................32
Conclusion...................................................................................................................................33
Recommendations.......................................................................................................................33
Task 7 – Recognise signs of stress.............................................................................................34
Task 8 – Develop stress management techniques......................................................................37
Task 9 – Adopt strategies to reduce stress..................................................................................40
Task 10 – Manage your time........................................................................................................42
Task 11 – Time management methods and tools........................................................................44
Task 12 – Evaluate tools and techniques....................................................................................46
Task 13–Inform relevant personnel..............................................................................................48
Task 14 – Stressful Contact.........................................................................................................50
Task 15 – Recover from a stressful contact.................................................................................52
Task 16– Fatigue.........................................................................................................................54
Task 17 – Monitor personal performance....................................................................................56
Task 18–Stamina management strategies...................................................................................59
Work/Life Balance........................................................................................................................61
Task 19 – Work/life priorities........................................................................................................61
References..................................................................................................................................69

The Assessment Process
Why are assessment tasks important?
To complete your qualification, you are required to apply the ideas you have been learning
from this unit of competence.
The assessment activities are an important part of your training program as they provide
an opportunity to apply what you have been learning and they give both you and your
trainer feedback on your progress.
How will you be assessed?
You will be required to complete a variety of written and practical exercises. Instructions
for how to complete the assessments are provided within each assessment task in this
booklet.
What is required for successful completion?
Please read this section carefully before commencing the assessment tasks. You must
carefully complete EVERY task in this booklet. You must achieve a ‘Satisfactory’ mark for
all assessment tasks to be deemed Competent for the unit. If you are assessed as Not
Competent, you will be given some suggestions for improvement and asked to redo your
assessment.
At the successful completion of the assessment tasks, you will have demonstrated your
competence against all of the requirements of the unit.
Submission of assessments
Your trainer will advise you when to commence the assessments in this booklet.
You are required to complete the written assessments on a separate document. You have
access to computers which are equipped with 2010 Microsoft suite of products. You will
also have access to the internet at the College to assist with research and resources.
Assessment responses should be typed; however, handwritten submissions will be
accepted if they are clear and legible.
On the document please include:

o Your name
o The date
o The Assessment Number and Task Number.
For example:
o John Smith
o 10 August 2015
o Assessment 1 - Question 1 (Record your answer).
Please note that some assessments require additional documentation, such as a form or a
procedure, which must be included with your submission.
Make sure you check your material before submission. You must keep a copy of all work
submitted.
Access and equity
A student’s access to the assessment process should not be affected by restrictions
placed on the location or context of assessment beyond the requirements specified in the
training package. Reasonable adjustments can be made to ensure equity in assessment
for people with disabilities, including language and literacy. Adjustments include any
changes to the assessment process or context that meet the individual needs of the
person with a disability, but do not change competency outcomes. If you believe you have
a disability that may affect the completion of these assessment tasks please speak to your
trainer.
Assessment outcomes
Your assessment submission will be assessed and you will be given feedback. Each
assessment task will be marked as either Satisfactory or Unsatisfactory and once all
assessments have been marked you will be given an outcome of Competent or Not
Competent for the unit of competence.

What can you do if you don’t agree with the assessment result?
If you do not think the assessment process is valid, disagree with the assessment
outcome, or believe that you have been treated unfairly, you can appeal.
The first step is to discuss the matter with your trainer. If you still do not agree, you are
able to request a re-assessment. It is possible to have your assessment submission
assessed by a different assessor.
If you remain dissatisfied after the re-assessment, you should contact your trainer. Full
details of the appeals process are contained in your Student Handbook.
Declaration of Authenticity
You are required to sign a Declaration of Authenticity for every written assessment
submission. The Declaration is a signed statement from you stating that the assessment
submission is your own work.

Scenario
You recently joined “Blue Business College” as a student services officer. Blue Business
College offers 5 different qualifications: Certificate II in Business, Certificate III in Business,
Certificate IV in Business, Diploma of Business and Advanced Diploma of Business. Your
duty is to deal with students requests both verbally (in person and over the phone) and in
written form (emails, reports).
More specifically your duties are:
 Assist and attend all visitors and students
 Process holiday application forms
 Answer, connect and transfer phone calls
 Record and deliver messages accurately
 Produce students ID cards
 Handle lost and found property
 Dispatch and receive parcels via courier services
 Keep reception area clean and tidy
 Assist and attend to Students in a super friendly, helpful, professional manner
 Conduct students assisted study plans
 Assist in Student Orientation Programme
 Direct ‘Talk to Us’ enquiries to the appropriate staff member
 Process student advice forms
 Develop and maintain procedures as they relate to student services and reception
 Ordering and issuing of stationery and kitchen supplies
 Handling Mail
 Ensuring all course outlines and timetables, wheels/course outline printed double side
and other material required to complete study plans are available
 Read and understand BBC Strategic Mission and Vision

BLUE BUSINESS
COLLEGE
KPIs
 Assist and attend all visitors and students Daily
 Process holiday application forms As required
 Answer, connect and transfer phone calls Daily
 Record and deliver messages accurately Daily
 Produce students ID cards Every term
 Handle lost and found property As required
 Dispatch and receive parcels via courier services As required
 Keep reception area clean and tidy Daily
 Assist and attend to Students in a super friendly, helpful,
professional manner
Daily

 Conduct students assisted study plans Every term
 Assist in Student Orientation Programme Every term
 Direct ‘Talk to Us’ enquiries to the appropriate staff
member
As required
 Process student advice forms As required
 Develop and maintain procedures as they relate to
student services and reception
As required
 Ordering and issuing of stationery and kitchen supplies As required
 Handling Mail Daily
 Ensuring all course outlines and timetables,
wheels/course outline printed double side and other material
required to complete study plans are available
Daily
 Read and understand BBC Strategic Mission and Vision By annually

Task 1 – Email
A student applied for a holiday. This is her application form:
Holiday Application Form
Student’s Name: Jane Smith
Student’s Number: 123 123 123
Term of leave: 1 2 3 4 56 7 8 Week of a term:1 2 3 4 5 6
Period of Holidays: First day of Holidays 25.07.16
Last day of Holidays