Voice Training and Stress Management in Customer Service

TEACHING UNIT 1. STRESS MANAGEMENT IN TELEPHONE CUSTOMER SERVICE. The Concept of Stress. – What do we mean when we talk about stress? – Stress and Distress. – Stress Response. – Consequences of Stress. Sources of workplace stress. – Organizational characteristics. – Personal characteristics. – What is burnout? – General recommendations. Prevention strategies. – Prerequisites. – Cognitive techniques. – Physiological techniques. – Emotional management. – Social support networks. – Assertiveness. TEACHING UNIT 2. PHONIATRICS AND VOICE TRAINING. Understanding the voice. – What the voice is and how it works. – Systems involved in voice production. – What vocal technique is and what it is used for. Perceiving and exercising the voice. – Posture. – Breathing. – Relaxation. Preventing Voice Problems and Voice Care. – How sounds are formed. – Vocal hygiene guidelines and risk factors. TEACHING UNIT 3. RELAXATION TECHNIQUES FOR TELEPHONE CUSTOMER SERVICE. Body and Emotional Awareness. – Introduction: preliminary aspects and basic guidelines. – What is body and emotional awareness? – Elements to recognize in body awareness. – The importance of attention and perception processes. – Emotions: Functions. The difference between sensation, emotion, and emotional state. Breathing. – The respiratory organs. – Phases of breathing. – Types of breathing. – Physical and psychological benefits of conscious breathing practice. – Practical exercises – Breathing techniques to incorporate into daily routines. Relaxation. – Introduction: preliminary considerations and recommendations. – Physical and psychological benefits of relaxation. – Relaxation techniques. – Stretching.