Mazda Training manual — part 161

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4.3 Problem

Solving

Annoyed customers present you with problems – and they need to be solved.

In addition, problems may arise that you need to tell the customer about – such as a delay,
or extra work that will take more time to complete.

In either case, the customer wants solutions, not problems.

1.

Understand the problem

• What are you trying to do?
• What are the unknowns?
• What information is available, missing or irrelevant?

2.

Devise a Plan

• Look for a pattern.
• Can we use a technique we used elsewhere?
• Devise and assess the plan, and decide if it will work.

3.

Carry out the Plan

• Communicate the plan and get agreement for it
• Implement the plan, and perform any necessary actions.
• Check each step of the plan as you proceed.
• Keep an accurate record of your work.

4. Look

Back

• Check the results.
• Does your answer make sense? Is it reasonable?
• Could we have used a better method?

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AC13 – PROBLEM SOLVING

Your Notes

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4.4

Dealing with Stress

We all feel stress at times - over one third of all absences in the workplace are attributed to
stress related illnesses.
• While some stress is unavoidable, some can be avoided.
• Low level stress can be good and help you improve your performance.

AC14 – STRESS RELIEF

What causes stress?

Stress comes from both the inside and the outside.
• Outside stress reflects the pressure you are under from your job, family, financial

commitments and so on.

• Inside stress reflects your reaction to these and comes from your feelings, beliefs and

attitudes.

Some examples:

OUTSIDE SOURCES

INSIDE SOURCES

Debts

Accidents

Arguments

Divorce

Illness

Moving home

Redundancy

New job

Deaths

Marriage

Too much work – not enough time

Wanting to succeed

Wanting to be liked

Wanting to make others happy

Feeling worried

Feeling jealous

Feeling frustrated

Low self-esteem

Feeling unfulfilled

Anxiety

Panic

Feeling incompetent

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What are the symptoms?

Some examples:
• Headaches
• Muscular tension
• High blood pressure
• Ulcers
• Skin disorders
• Difficulty sleeping
• Anxiety and depression.

The impact at work

Your Notes