About stress, stress management, and its relevance in CRM you can read here:
1. We Start With Definitions in a Relaxed Manner
At the end of the day, there is still a lot of work left. Time, however, has run out once again. Too many tasks in too many areas of our lives demand our attention. Almost all of us recognise this. Will we ever get a chance to turn this situation around? Of course, we don´t have a chance at all, but we will use it right now. Let´s start.
In this blog article, we will deal with stress and take a look at why this topic is important in CRM under item 8. For instance, stress influences important CRM components, such as workload management and decision-making.
In the next blog article, we will take a closer look at the linkage and the interplay of stress and CRM principles. We will also elucidate, how CRM helps us to maintain an overview in stessful situations. After all, I want to provide you with a relaxed and well proportioned read and not cause stress with too long an article.
1.1. Defining Stress
Hans Selye initiated stress research. He defined stress as “the non-specific response of the body to any demand for change".
1.2. Different Forms of Stress
We distinguish eustress and distress, as well as hyper- and hypostress. Additionally, we speak of acute and chronic stress.
"Eu" means beautiful, a lot, or good in ancient greek. We will discuss this benficial type of stress under item 2.
The opposite is distress, from the latin verb "distringere", to draw apart, to hinder. Distress is the one that harms us.
We distinguish hyper- and hypostress. In ancient greek "hyper" means beyond. Hyperstress is caused by too large a workload. The preposition "hypo" means under. Thus, hypostress is the consequence of too few challenges.
We define stress as acute or chronic, depending on how long it lasts.
2. Eustress Lets Us Perform Excellently
Have you got to prepare an important presentation or a report for the board of directors? Or are you planning to invite several guests to a grand dinner involving an exquisite set meal?
We all recognise such situations, which present a challenge to us and cause tension. Yet, we know that we will master this challenge if we take the right steps. We feel eustress.
A certain amount of pressure, in the form of eustress, helps us to focus. We work stringently and concentratedly during our preparations, as well as during the actual performance.
Eustress provides us with the extra portion of energy and creativity we need. We use it to achieve an excellent result.
3. Hyper- and Hypostress
3.1. Hyperstress
Hyperstress occurs if we have too much to do at once, if we haven´t got enough time, and if these circumstances last for a longer period of time.
Furthermore, we may pressure ourselves by imposing ourselves expectations we almost cannot fulfil. Hence, we will not be satisfied with some of the outcomes.
3.2. Hypostress
Hypostress occurs if there are too few challenges, concerning the amount of tasks, but also the level of difficulty.
If we are in hypostress, our attention decreases, as does our drive with which we otherwise accomplish things swiftly and efficiently. Moreover, we may become complacent, as our performance horizon narrows, and our awareness of our talents dwindles when we lack challenges.
Frustration, boredom and the feeling not to be needed may arise as well, minimising our drive and motivation further.
4. Distress Exhausts Us
This unpleasant type of stress is caused by demands that exceed our capacities. In addition, incisive events in our lives, such as losing a job, losing a loved one, or a divorce, distress us.
5. Are We Acutely or Chronically Stressed?
5.1. The Situation Is Acute
If a stressor affects us briefly, our bodily stress reaction disappears as soon as the potential threat is over. In some cases, acute stress can cause an underlying illness to break out, for example, asthma or hypertentsion.
Potential triggers of acute stress are:
- permanent acustic signals, for instance, alarms from medical devices
- time pressure
- lack of resources to accomplish the current task
- demands that are too complex
- acute tensions within a team
- ongoing interruptions
- mistakes which just happened
- unclear distribution of workload and responsibilities
- a sudden incidence which was not expected
- triggers which you can name
5.2. Now It Becomes Chronic
We speak of chronic stress when we permanently are under stress which does not cease.
Potential triggers of chronic stress are:
- a workload that is too large for too long
- an ongoing fight for lacking resources
- lacking support from supervisors
- too few personnel
- unpredictable rosters with changing shifts
- ongoing job-related confrontation with violence, injuries, and death
- competition and smouldering conflicts
- triggers which you can name
This can compromise us mentally and physically. Potential sequelae are illnesses such as hypertension, damage to the blood vessels with a subsequent heart attack, and even cancer.
6. How to Interpret the Signs Correctly
6.1. Signs of Acute Stress
Signs of acute stress are rapidly occurring reactions which are caused by our bodies´ transmitters. These are evolutionary age-old and prepare us to fight, escape, or to freeze. The transmitters, especially adrenaline, are disintegrated as soon as the stressful event is over.
Do you remember moments of shock, for example a full braking because someone had ignored your right of way? We feel startled, react and relax as soon as the danger is over.
What we can feel:
- fright
- increased heart rate
- sweating
- breathing faster
- decreased ability to think clearly
6.2. Signs of Chronic Stress
If we are under hyperstress or distress for too long a period of time with no relief in sight, this depressing situation will leave its mark.
Physical sequelae include:
- sleep disturbance
- chronic pain and aches
- tense muscles
- stomach pain
Mental sequelae include:
- mood swings
- anxiety
- depression
- emotional burnout
- retreat
- irritability
- conflicts in relationships
- listlessness
Possible behavioural changes include:
- changed nutrition: too much, too little, or inappropriate food
- increased alcohol consumption and smoking
- consumption of illegal drugs or drug abuse
- imprudent and risky behaviour
- giving up sports and other spare time activities
7. How to Manage Unwanted Stress Expertly
When examining the unwanted stress, we will be able to find the stressors and deal with them. In addition, we can take preventive measures.
The earlier we do this, the better we can take care of ourselves and our capabilities, but we can also help stressed people around us.
We find plenty of literature on the following topics in books and online. Hence, let´s consider them here as food for thought rather than studying them in-depth.
7.1. Why Do We Experience Stress?
First of all, it helps us to analyse which of the above mentioned types of stress we are experiencing and what the actual stressors are.
Then, we should think about what further reasons for our stress exist. Are we lacking resources? Or do we feel that we are not capable of one or several of our tasks?
If so, we can take the next step and consider our opportunities, where and how to acquire the necessary knowledge and skills. Furthermore, we can think about our attitude, for instance, our trust in our abilities and our expectations of ourselves.
7.2. How to Use Our Time
As described many times before, it is our task to allocate our time and to ponder on what should receive our attention and what we need or want to leave out.
- What does really matter?
- What can we delegate?
- What can we rationalise?
In addition, we gain a lot of durable capacity if we reserve time in advance to relax, to meet dear people who are important to us, and to exercise.
7.3. When Exercising We Let Go of the Stress
Surely, you have experienced yourself how jogging in the woods or an exciting tennis match has helped you to relax and unwind.
Different sports effectuate the disintegration of different stress hormones, such as cortisol and adrenaline. Especially during endurance sports, endorphines are released. Last but not least, we are in a different environment, respond to a challenge, enjoy playful contact, or we have the opportunity to be all by ourselves.
7.4. Nutrition and Stress
“The best doctor is nature: she cures three quarters of illnesses and never speaks ill of her colleagues.”
Louis Pasteur
Of course, we know which foods are healthy and rich in nutrients (fruit, vegetables, wholemeal, ...), but also, what we should stay away from, particularly when stressed. Everyone of us has his or her personal list. A huge praise to everyone of you, who is able to enjoy the items on your list in moderation.
Micro nutrients, such as zinc, and iron, magnesium, and selenium carry important functions in our bodies. We need more of them when we are in high demand. Scientists work eagerly to discover how these micro nutrients and stress mutually influence each other.
7.5. Sufficient and Restful Sleep
This topic, too, keeps some of us awake at night. Ambitious people are kept on their toes til late at night by their workload, others brood over their worries. Some have been sitting in front of their computer screens too long yet again. Also those of us, who work at night or in shifts regularly, may have trouble to fall asleep.
A lack of sleep and worrying about it may cause stress. At the same time, we are more likely to feel stressed when we do not sleep enough. As chronic sleeping disorders can impact our health, those affected should seek help.
8. Stress and Important CRM Components
If we bring personal stress to our teamwork, or a stressful situation arises at work, this will influence our crew resource management. Here, we will take a look at workload management, decision-making, and situational awareness as examples.
8.1. Workload Management
If we become distressed, we find it more difficult to prioritise our tasks correctly and to maintain an overview. Which tasks are important now, what is secondary? Who in our team should do what? Really relevant items can be overlooked and lead to a potentially major error in the process.
8.2. Decision-Making
When we are stressed and, on top of that, in a confusing situation, we may not be able to keep a cool head, which we need to make good decisions considering all the important aspects.
For instance, an ambulance crew may head for the wrong hospital, which does not provide the necessary department, because the crew has not considered all the possible differential diagnoses.
8.3. Situational Awareness
Our situational awareness is compromised when we are distressed. Consequently, an important piece of information from our environment may not reach us. For example, we may simply miss a team member´s remark. In addition, we may notice dangers too late, as we have not paid attention to the warning signs earlier.
8.4. How CRM Helps Us in Stressful Situations
Here, we will take a look at standard operating procedures, SOPs, as well as checklists. Both are truly helpful tools in stressful situations.
Standard Operating Procedures
An SOP contains all the necessary steps of a procedure in the correct order or a flowchart. It helps us greatly not to forget anything if we have such a mnemonic in front of us, especially when we are distressed.
Checklists
Checklists contain all the relevant items, for example, all the equipment we need to secure a patient´s airway in the emergency medical service. Using a checklist, we make sure that we have prepared everything and that we do not need to interrupt our procedure to look for utensils, which can be dangerous.
8.5. Addressing Challenging Situations in Training
Certain manoeuvres in aviation, such as landing an aircraft in extreme weather conditions, are naturally more stressful than standard situations. Therefore, they are rehearsed in simulators until the pilots master them securely. If we are prepared to handle such a situation, we are used to it and, thus, become distressed less easily.
After this long blog article, I wish you a relaxed moment full of pleasure and enjoyment.
9. In My Next Blog Article You Can Read About:
We will deepen how stress influences important CRM components and elucidate the interplay of stress with these components. We will also reveal the role disstress played in air disasters.
Of course, we will turn our attention to training methods which prepare us to handle stressful situations.
Here, you can find more about my CRM seminars.
Here, you can find more blog articles.
Author: Eva-Maria Schottdorf
Date: April 23rd 2021