Assignment ID: FG133085253
STRESSED OUT! Munica Ltd, Jamaica’s largest BPO Company, relies on its 2800 customer service representatives who serve as the face of the company. Lately, Mary, one of the top performers, had become very dissatisfied, especially due to management’s poor handling of the Covid-19 pandemic. For one, they failed to enforce several Covid-19 guidelines to protect the staff. Following a massive outbreak, her fears of catching the virus increased each time she entered the door. Recently, she noted that the slightest failure to meet strict performance standards resulted in swift terminations or probations. Calls were strictly monitored, social interactions restricted, attendance tracked and lunch breaks timed. Staff complaints were endless and dissatisfied staff were beginning to leave in droves, notwithstanding the Country’s economic downturn and rising unemployment rate. For Mary, The stress of the job as well as the fear of catching Covid-19 was becoming overwhelming. Just last week she received a warning about her declining productivity and tardiness. At home, things were also getting worse. Her son was doing poorly since starting online school. Not only was it financially draining to secure internet services, but she had to hire a sitter. Lately, she noticed that she had been feeling extremely tired, often waking up with throbbing headaches. She also felt irritable, angry and moody, which was beginning to affect her personal relationships. Mary knew that she needed urgent help, but just couldn’t think straight anymore. She thought to herself, “I wish I had someone to talk to… I love my job, but I just can’t cope anymore”.
Case Questions
1. From the case above, discuss THREE potential sources of stress impacting Mary.
2. You have decided to talk to Mary’s supervisor about the situation. Briefly explain to her, at least TWO consequences of stress on individuals.
3. Recommend THREE (3) actions that Mary’s supervisor can take to manage employees’ stress?
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