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Case Study- Riding the Emotional Roller Coaster
1. To what extent do the three people featured in this case study manage their own emotions on the job? How would they accomplish this? To what extent do you think they effectively manage emotions under these circumstances? 2. This case study states that nurses and other medical staff need to manage the emotions of their patients. Why is emotions management important in this job? In what ways do medical staff alter the emotions of their patients?
3. Stress is mentioned throughout this case study. How does this stress occur? What stress outcomes occur for people in these types of jobs? How can these people try to minimize high levels of stress?
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This case presents a very negative mindset harbored by at least some employees at Oakridge University Hospital. What are the possible ramifications for patients at Oakridge
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Define a problem statement which reflects the challenge facing Mark as he planned for the opening of the new center. Why was Mark's initial forecast of call volume so far off?
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