Stress is our natural reaction when we are threatened or under pressure. Not all stress is bad, because it can motivate us to achieve things in our daily life, for example meet the demands of home, work and family life.

But too much stress can affect our mood, our body and our relationships, especially if experienced over a long period of time. Ultimately it may lead to a feeling of physical, mental and emotional exhaustion, often called burnout.

In this course you’ll learn what stress is, how to control it and even turn it to your advantage.

Course Description

Did you know that stress is what happens when something you care about is at stake?

If you look at it from that point of view, stress can actually be a positive thing – if you know how to harness its power.

In this course we will first come to understand exactly what stress is, and what causes it. We’ll also find out the difference between stress and pressure.

Once you know the two psychological causes of stress you can learn how to make these work for you instead of against you with practical tools and techniques to control your stress levels.

Learning outcomes

In this session you will learn:

  • The difference between stress, pressure, worry and anxiety – recognising the response to each.
  • To understand what the stress response is for – both the good and the bad.
  • To identify the stress points and triggers in work and personal life.
  • When stress can be a good, energising emotion and when it can be harmful.
  • To develop self-awareness and the appropriate actions to mitigate or avoid stress.
  • Simple psychological and physiological steps to help regulate the symptoms of stress.

Benefits to your business

Stressed out managers, team leaders and agents cannot perform their jobs to the best of their ability.

Equipping your teams with the ability to handle stress, and turn it into a positive emotion that energises and unites them, will unlock their ability to perform even under pressure.

It is not easy to transform anyone’s mindset and behaviour, but it is the key to being able to reduce and control stress while responding to challenges.

At the end of this course, and if they practice what they learn, your teams will be more focussed on end results and able to control the environmental, psychological and behavioural factors that lead to stress.

Course content

  • Understand what stress is and what it means to you.
  • Learn what happens inside your brain and why you respond to stress the way you do.
  • The positive benefits of stress and the daily stresses that are most harmful.
  • How to spot the signs of stress in yourself and others, and what to do about it.
  • The two causes of psychological stress.
  • Mindset matters – how you think about something transforms its effect on you.
  • What neuroscience tells us about stress.
  • The social response and the challenge response.
  • How to change your mindset.
  • 3 ways to change your stress levels without changing your life or job.
  • Change your physiological response to stress with simple exercises.
  • Increase self-awareness of your own behaviour and how it impacts your own stress levels and others.
  • Learn to understand and accept what you can control and what you cannot.

About the trainer

Anthony Taylor

Anthony has a 20-year career across the private and public sector both nationally and internationally. He held several Head of Communications positions in both public and private sector organisations. He has been coaching since 2006, and over the last five years has worked with clients across numerous sectors including social housing, professional services, automotive, public sector, armed forces, retail, construction, energy and technology.

He specialises in working with forward-thinking companies who are concerned about improving the performance of their people while preserving their mental wellbeing. He is an accomplished and regular speaker about mental toughness, management, stress resilience and mental health.

What delegates say

“The whole training session was great, really useful with a good blend of tools used. We were given lots of time to ask question and expand on our learning.”

“The content was easy to understand and the presenter was knowledgeable.”

Enquiry Form

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Date: Fri 13 Sep 2024
Where: Online


3-hour online session using Zoom or Teams.

Who is it for?

All contact centre employees; managers, team leaders, customer-facing colleagues, high dependency teams, target-focussed teams

Why should you go?

To be able to provide a better service to customers even under immense pressure by understanding and controlling your response to stress.

How much is it?

CCMA members: £249*

Non-members: £349*

*excludes VAT

Additional discounts available for group bookings