Course: Personal Support Worker 101 Module 2: Role of the Worker Chapter 9: Managing Stress, Time and Problems

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1 Course: Personal Support Worker 101 Module 2: Role of the Worker Chapter 9: Managing Stress, Time and Problems I. STRESS A. Introduction 1. Normal part of life 2. Stress is the emotional, behavioural, or physical response to an event or situation 3. The event or situation that causes stress is called a stressor 4. New situations or illness can cause stress 5. Some stress can be good (for example, stress caused by a busy schedule can make you work more effectively) 6. Long-term stress can lead to burnout (state of physical, emotional, and mental exhaustion) 7. Affects the whole person and can have positive or negative effect on all dimensions (see Table 9-1, p. 114) B. Responses to stress 1. A person s responses to stressors are influenced by several factors including: a. health b. temperament or personality c. past experiences with the same or similar stressors d. the number of other stressors the person is experiencing e. the nature, severity, and duration of the stressors 2. Physical responses are usually similar (see Box 9-1, p. 115) 3. Emotional and behavioural responses vary from person to person (see Box 9-2, p. 115) 4. Important to recognize stress in yourself and your client 5. Tell your supervisor if you observe signs of stress in your client; remember, your role is to observe and report, not assess or diagnose 6. Professionals can help the client cope with stress C. Defence mechanism 1. An unconscious reaction that blocks unpleasant or threatening feelings 2. Most people occasionally use, as it can help relieve stress 3. Learning to recognize and understand defence mechanisms clients use will enable you to provide compassionate care a. Conversion changing an emotion into a physical complaint b. Denial refusing to accept an unpleasant or threatening reality c. Displacement directing emotions toward a person or thing that seems safe, instead of the source of emotions d. Projection assigning one s feelings to someone or something else

2 P.S.W. 101 e. Rationalization making excuses for one s behaviour or situation while ignoring the real reason f. Reaction formation acting in a way that is opposite to what one feels g. Regression reverting or moving back to earlier behaviours h. Repression keeping unpleasant or painful thoughts or experiences from the conscious mind D. Sources of stress 1. Change positive or negative 2. Pressure feeling pushed beyond one s limits or abilities (see Figure 9-1, p. 116) 3. Lack of Control people feel stress when they cannot control what happens to them or around them 4. Conflict a clash between opposing interests and ideas 5. Daily irritations depending on the person s reaction, any frustrating incident can cause stress 6. Returning to college. 7. See Focus on Older Adult and Focus on Children boxes, p. 117 E. Managing stress in your life 1. Burnout is common among health care workers as support work can be physically and emotionally demanding. Burnout can have a negative consequences for your health. The following are some of the signs of burnout: a. You find yourself more critical or sarcastic at work b. Your sleep habits have changed c. Your appetite has changed d. You drag yourself to work and have trouble getting started once you arrive e. You are self-medicating, using food, drugs, or alcohol to make yourself feel better. f. Refer to the supporting box and discuss with the students how they would handle this situation. 2. Managing stress is essential; don t ignore signs of stress; built up stress can result in burnout, illness, or taking your stress out on clients 3. Good communication with your supervisor will help relieve stress, if you talk about the stressors 4. Strategies that will help you manage stress in your life: a. Develop self-awareness b. Take care of your needs c. Think positively d. Assert yourself e. Ask others for help and support f. Practice calming exercises (see Box 9-3, p. 119) g. Some people do daily meditation to help cope with stress (Box 9-4) 5. Discuss the box Supporting Kathy (p. 118). Edge Academy 2

3 P.S.W. 101 II. TIME MANAGEMENT A. Introduction 1. Managing your time effectively can reduce stress in all aspects in your life. 2. Identify your priorities 3. Providing competent, compassionate care at work is a priority 4. To determine your priorities outside of work, ask the questions listed on p. 119 in the textbook, and then assign a number to each. B. Setting smart goals 1. Setting goals for yourself will help you manage time and reduce stress 2. Do not set more than ten goals 3. Each goal should be SMART: a. Specific b. Measurable c. Achievable d. Realistic e. Timely C. Planning your life and your work 1. Well-organized people include their personal and professional goals in weekly and daily planning 2. Reviewing your assignment the day before or before your shift starts, helps you gain valuable time with clients 3. If possible, plan how much time each task may take (see Box 9-5, p. 121) III. DECISION MAKING A. Support workers make many decisions every day as they organize their workday and personal life B. Skills you need to make decisions 1. Focus requires concentration, involvement, and commitment (see Figure 9-2, p. 121) 2. Flexibility be flexible and responsive, and involve clients in decisions that involve them, when possible. Remember, each client is an individual with unique needs. Age, culture, and health status affect the client s needs. 3. Decisiveness stick to your decisions, unless they are not working C. Decision making in different health care settings 1. In facilities, you need to decide which person s needs to meet first 2. In the community, you must plan your time so that you are not late for the next client Edge Academy 3

4 P.S.W. 101 IV. PROBLEM SOLVING A PROCESS A. Identify the problem you must first determine if you have a problem, and what it is. 1. Is the situation or issue affecting you, a co-worker, your supervisor, or one of your clients? 2. Should you be concerned about the situation? 3. Can you influence or contribute to a positive outcome? 4. Does the issue require immediate attention? B. Analyze the problem 1. Once you know you have a problem, you need to decide if it is one you can solve on your own or need to contact your supervisor. a. Remember to consult you supervisor if: There is an emergency; safety is at risk. A problem arises involving medications The client complains about his or her condition or care The client asks you a question about his or her diagnosis, condition or treatment plan. The client or family member asks you to do something that goes against the care plan. You have a conflict with a client or family member. You observe a change in the client s condition or normal functioning. The client becomes ill. You believe the client s safety is at risk. 2. You must follow your employer s policies about contacting your supervisor 3. Analyzing a problem involves communication, both verbal and non-verbal (see Support Workers Solving Problems box, p. 123) C. Devise a plan 1. Think of as many solutions as you can 2. Decide which is the most practical and helpful 3. Be creative, but ensure it is safe (see Support Workers Solving Problems box, p. 124) D. Dealing with conflict 1. Some problems can be resolved at once, others take longer 2. Conflict in the workplace can occur when people bring their own values, attitudes, stress, etc. to work (see Chapter 13) 3. Conflict arises over issues or events and must be worked out otherwise the work environment becomes unpleasant and care is affected 4. Conflict between you and a client could occur if a client is too tired, overstimulated, confused, or having difficulty communicating (see example on page 124) 5. Report all conflicts with your clients to your supervisor, even if the conflict is resolved 6. Conflicts with co-workers need only be reported if you cannot resolve them 7. The guidelines listed in Box 9-6, p. 125 in the textbook, can help you deal with conflict Edge Academy 4

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