Discipline, Stress and Confrontation Flashcards

1
Q

What is self discipline

A

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

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2
Q

Describe the need for Authority in the UPS

A

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

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3
Q

State each type of authority

A

Dictorial, Authoritative, Consultative, Participative

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4
Q

Describe Dictorial authority

A

Nonconsensual, total authority with no rules or boundaries.

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5
Q

Describe Authoritative authority

A

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

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6
Q

Describe Consultative leadership

A

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

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7
Q

Describe Participative leadership

A

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

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8
Q

what is authority

A

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

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9
Q

What is stress

A

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

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10
Q

Name the external factors of stress

A

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

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11
Q

Name the internal factors of stress

A

Personality, thoughts, memories

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12
Q

Name the pressures of life that can cause stress

A

Work and home responsibilities, unforeseen events, personal relationships

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13
Q

Name a few more factors of stress

A

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

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14
Q

Name a few more factors of stress

A

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

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15
Q

Explain the Stress Vulnerability Model

A

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

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16
Q

What are the key factors of Stress Vulnerability model

A

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

17
Q

What is GAS

A

General Adaptation Syndrome

18
Q

Describe the stages of GAS

A

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.

19
Q

Describe the Resistance stage

A

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

20
Q

Describe the Exhaustion stage

A

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.

21
Q

What factors affect stress

A

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.

22
Q

Explain Betari’s box

A

My attitude-my behaviour-their attitude-their behaviour

23
Q

What’s the importance of obedience in the UPS

A

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

24
Q

What are the features of self discipline

A

-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.

25
Q

Benefits of self discipling and their impact

A

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.

26
Q

Consequences of lack or total loss of discipline

A

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.

27
Q

What is the need for rules and regulations in the UPS

A

-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.

28
Q

Why do orders need to be followed

A

-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.

29
Q

Factors that contribute to stress

A

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

30
Q

Illnesses that arise from stress

A

anxiety
social isolation
depression
suicide risk.

31
Q

Abnormal behaviors as a response to stress

A

PTSD
Phobias
Panic anxiety disorder

32
Q

Different measures and coping strategies

A
  • 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.
33
Q

Potential causes of high stress situations

A

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.

34
Q

How to diffuse high tension situations

A
  • 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
35
Q

Barriers to communication include

A

Physical, linguistic and social

36
Q

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

A

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