Discipline, Stress and Confrontation

Question 1

What is self discipline

Answer 1

The ability to control one’s feelings and overcome one’s weaknesses

Question 2

Describe the need for Authority in the UPS

Answer 2

Helps the team perform and stay safe in dangerous situations, maintains hierarchy of services. Helps decisiveness

Question 3

State each type of authority

Answer 3

Dictorial, Authoritative, Consultative, Participative

Question 4

Describe Dictorial authority

Answer 4

Nonconsensual, total authority with no rules or boundaries.

Question 5

Describe Authoritative authority

Answer 5

Leader tells team how to act and takes little or no input from the team. Decisive leadership

Question 6

Describe Consultative leadership

Answer 6

Focus on using the skills and experience of the team, leader has final say, will get input from team before making big decisions

Question 7

Describe Participative leadership

Answer 7

Most authority given to team, accept team’s ideas over own

Question 8

what is authority

Answer 8

Someone in a legitimate seat of power who can demand obedience and has control over a group, organization or nation

Question 9

What is stress

Answer 9

Situations or events that put pressure on us or demands are put on us we find hard to cope with, they cause mental or emotional stress

Question 10

Name the external factors of stress

Answer 10

Trauma, Chang in personal circumstances, violence war and terrorism, loss of family member friend or colleague

Question 11

Name the internal factors of stress

Answer 11

Personality, thoughts, memories

Question 12

Name the pressures of life that can cause stress

Answer 12

Work and home responsibilities, unforeseen events, personal relationships

Question 13

Name a few more factors of stress

Answer 13

Previous experience with stress, intelligence, social factors, personality type

Question 14

Name a few more factors of stress

Answer 14

Previous experience with stress, intelligence, social factors, personality type

Question 15

Explain the Stress Vulnerability Model

Answer 15

It aims to suggest why people get psychiatric issues by measuring their biological vulnerability

Question 16

What are the key factors of Stress Vulnerability model

Answer 16

Alcohol and drug use, coping skills, meaningful activities, social support

Question 17

What is GAS

Answer 17

General Adaptation Syndrome

Question 18

Describe the stages of GAS

Answer 18

Alarm stage is our initial reaction to stress and our fight or flight, Resistance stage the body remains on high alert producing hormones to react to stress, Exhaustion stage you become exhausted from chronic stress.

Question 19

Describe the Resistance stage

Answer 19

The body attempts to heal from the stress by lowering rates of cortisol and decreasing heart rate. If stress continues the body will adapt to higher stress levels and continues releasing stress hormones. If this continues for too long the exhaustion stage occurs. Symptoms include irritability, poor concentration, frustration

Question 20

Describe the Exhaustion stage

Answer 20

The body is drained emotionally, physically and mentally. The body can no longer fight stress and you are susceptible to stress related illness asleep as a weaker immune system. Symptoms include, fatigue or burnout, depression, anxiety, decreased tolerance to stress.

Question 21

What factors affect stress

Answer 21

Perception of demand, i.e. doing something for the first time is typically more stressful. Stress response includes churning stomach, increased heart rate, feeling jittery. Behavioral consequences include irritability, overthinking, harmful language and behavior.

Question 22

Explain Betari’s box

Answer 22

My attitude-my behaviour-their attitude-their behaviour

Question 23

What’s the importance of obedience in the UPS

Answer 23

Following an order to achieve a task or objective, it makes the service efficient and disciplined, it creates mutual respect

Question 24

What are the features of self discipline

Answer 24

-personal appearance and presentation
-punctuality and good time management
-reliability and full attendance
-composure and positive attitude
-performing your duties to the best of your ability
-personal conduct and behavior.

Question 25

Benefits of self discipling and their impact

Answer 25

for an individual
– through taking pride in your appearance, making a good first impression on people
– remaining efficient and effective
– remaining calm in difficult situations
– supporting the morale of your colleagues and the public
for an organization
– working effectively as a single unit
– maintaining the trust and confidence of the public.

Question 26

Consequences of lack or total loss of discipline

Answer 26

for an individual
– disciplinary procedures
– sanctions
– loss of respect
for an organisation
– loss of credibility
– loss of public confidence
– restructuring
– changes in funding
– changes in regulation.

Question 27

What is the need for rules and regulations in the UPS

Answer 27

-basic training
-rank structure
-to ensure procedures are standardized and consistent
-lawful orders are followed
-there is no abuse of authority
-people are treated with respect and without favor
-the service is not brought into disrepute.

Question 28

Why do orders need to be followed

Answer 28

-to ensure complex and potentially dangerous situations are dealt with efficiently
-to ensure public confidence is maintained
-failure or refusal to follow an order undermines authority
-team cohesion
-if less efficient service being delivered
-to provide a consistent service to the public
-the maintenance of social order.

Question 29

Factors that contribute to stress

Answer 29

-harassment
-discrimination
-abuse
-bullying
-forms of harassment, discrimination, abuse and bullying:
– physical
– psychological
– cyber

Question 30

Illnesses that arise from stress

Answer 30

anxiety
social isolation
depression
suicide risk.

Question 31

Abnormal behaviors as a response to stress

Answer 31

PTSD
Phobias
Panic anxiety disorder

Question 32

Different measures and coping strategies

Answer 32

• Positive measures:
  o removal of causes of stress
  o psychological therapy
  o reliance on social network
  o coping strategies.
• Negative impacts:
  o withdrawal and isolation
  o self-medication with alcohol and drugs
  o destructive behaviour
  o aggressive behaviour.

Question 33

Potential causes of high stress situations

Answer 33

Environmental:
-war zones
-emergency situations
-riots
-day-to-day high-tension situations.
Behavioural:
-emotional reaction – aggression, anger, grief, fear
-medical – existing medical issues, substance abuse, mental health.

Question 34

How to diffuse high tension situations

Answer 34

• The influence of body language on the outcome of potential conflict situations:
  -use of verbal and non-verbal communication to signal non-aggression
  -maintaining self-control: Facial expressions, tone of voice, hand movements etc.
  -proxemic zones
  -active listening
  -being assertive
  -search for early warning signs of aggression

Question 35

Barriers to communication include

Answer 35

Physical, linguistic and social

Question 36

What might behaviour might an angry person display in a high stress situation

Answer 36

Aggressive body language, strong language, trying to get closer to you, shouting and not listening