Aimed at three different levels of the
organisation 1. Top management 2.
Supervisors and 3. Front line Staff
Available in 6 European languages
Service burnout is a stress reaction suffered by many frontline and service staff.

This Module Covers
physical and emotional symptoms
effects on customer service
how to prevent burnout, and
how to overcome burnout.

Target Audience
This information in this module has been designed to meet the needs of
frontline service staff
support and back-up staff
supervisors of service staff.

Accompanying Video
BURNOUT 17 minutes

HOW TO USE THIS MODULE (Extracts from the discussion leader's guide)


1 READ OVERVIEW Page

This covers
stress and burnout 6
sources of stress 7
effects of stress 8
individual differences 9
the service context 10
dealing with service burnout 10
Familiarise yourself with the information given in the overview. It will help you to understand the
subject and can be integrated into your training sessions.


2 PREVIEW VIDEOS
Using the video summary sheets provided for your notes, view
BURNOUT - 17 minutes 13

3 READ AND REVIEW ACTIVITIES MENU

Select the appropriate activities for your training participants. 21


4 DEVISE TRAINING SESSION

Select the appropriate training application. 36
Study the sample half-day training session. 37
Then, design your own tailored session, incorporating
your input based on the overview
the video
activities chosen from the menu
any other related materials.

Available in French, Spanish, Italian, German, Portuguese and Dutch.
7 D / Formavision
Vidéofilm : 35 minutes


The Improving Service Series...

... was created by psychologists Peter Quarry and Eve Ash to meet an urgent need in Australian
organisations for high quality service training. The series’ philosophy recognises that
organisations must look at how their whole organisation functions.
Thus, a range of modules has been produced for staff at various levels - senior managers and
supervisors, as well as frontline and other service staff. Each module covers a topic vital to those
organisations wanting to offer exceptional service.
Accompanying videos cover a variety of situations, over a range of industries, so that common
principles can be highlighted. Each video has been designed to encourage service staff to identify
and appreciate quality service... as receivers as well as providers. Service staff who are sensitive
to receiving quality service become sensitive to providing it.

The preview or hire charge is entirely deducted in the case of the purchase of the videofilm so you
save time and make good decisions.

To view this title free of charge please make a reservation in our Paris viewing room.

87-89 Rue des Rosiers,

Le Mont Valerien,

92500 Rueil Malmaison

France

Telephone: 33 1 47 08 12 12

Fax: 33 1 47 08 01 58