A study of stress within the WSC Customer Care Unit

Abstract

This essay reviews the existing literature on problems related to stress in the workplace, how stress affects the individual, and possible remedies for the organization to control workplace stress, encompassing both preventive and responsive measures. Research reveals that worldwide, work stress is becoming a particular cause for concern especially in the European Union and the U.S.A. Particular attention has been made to three studies conducted in their respective working sectors, which can easily be compared to the customer care section, the unit under study. This essay proposes the Implementation of a Stress Management Strategy that might be used in the customer care section, the chosen section of this study. A questionnaire has been designed to measure the work situation stress-issues, relevant to workload demands, management communication and support, that may negatively affect performance, and focuses on ways to deal with these stressors.