Welcome to Audio Learning from Assemble You.

According to the Centers for Disease Control and Prevention in the United States, around a quarter of all employees view their job as the top stressor in their life. But it’s not all doom and gloom! The good news is that decades of research have shown us that resilience is built by attitudes and behaviours that can be adopted and cultivated by anyone. So, what are the key factors that lead to resilience? According to Harvard Business Review, the main ones ‘include optimism; the ability to stay balanced and manage strong or difficult emotions; a sense of safety and a strong social support system.’ The takeaway from this is that since there’s a concrete, well-established set of behaviours and skills associated with resilience, you, too, can learn to be more resilient!

Let’s start with the fundamentals: self-care. Due to the unavoidable demands of the job - where high energy levels are often required and stressful situations need to be effectively dealt with - it’s paramount for customer service employees to prioritise both their mental and physical health

Further info:

• Download the Transcript for this Episode
• Download the Key Points Infographic

Reading List

• [Article] 5 Ways to Boost Your Resilience at Work Rich Fernandez
• [Article] The Secret to Building Resilience Rob Cross, Karen Dillon, and Danna Greenberg
• [Article] Emotional Contagion: Why Emotions Are Contagious HealthLine
• [Research] Happiness Unpacked: Positive Emotions Increase Life Satisfaction by Building Resilience Michael A. Cohn, Barbara L. Fredrickson, Stephanie L. Brown, Joseph A. Mikels, and Anne M. Conway
• [Research] Stress at Work NIOSH
• [Research] Exercise for Mental Health Ashish Sharma, Vishal Madaan, and Frederick D. Petty
• [Article] Stress relief: How diet and lifestyle can help Jo Lewin
• [Research] Specific Transcriptome Changes Associated with Blood Pressure Reduction in Hypertensive Patients After Relaxation Response Training Manoj K Bhasin, John W Denninger et al
• [Research] Evaluation of a Brief Mindfulness-Based Intervention to Reduce Psychological Distress in the Workplace Lise Lachance and Simon Gregoire
• [Blog] Discover your Circle of Influence and Control: why you have more power than you think  Then Somehow
• [Information] Negative Visualisation Wikipedia
• [Article] To Build a Winning Team: An Interview with Head Coach Bill Walsh Richard Rapaport