Mazda Training manual - part 161

 

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Mazda Training manual - part 161

 

 

Conflict Management 

Curriculum Training 

51 

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? 

 Conflict 

Management 

 

52 

Curriculum Training

 

 

 

AC13 – PROBLEM SOLVING 

 

 

 

Your Notes 

 

 

 

 

 

 

  

Conflict Management 

Curriculum Training 

53 

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 

 

 Conflict 

Management 

 

54 

Curriculum Training

 

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 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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