1. Is Jim headed for trouble? What would be some physical, psychological, and behavioral outcomes of this type of job stress? 

2 What could the comydoto leducethe tress n Jin\'s lo0? 

3. What individual coping strategies could Jim try in this situation?

 Jim Miller has been a ticket agent for Friend ly Airlines for the past three years. ly getting to be a hassle. In order to try to reduce the mounting losses that do two things: (1) Friendly has suffered in recent months, management have decided to overbook their flights so that every seat possible will be filled and (2) increase their serviee to their customers and live up to their name. 

Jim, of course, is at the point of application of this new policy. When checking in passengers, he is supposed to courteous and friendly, and he has been instructed to end every transaction be very with the statement, "Have a nice flight." The problem, of course, is that sometimes there are sengers holding confirmed reservations checking in than there are seats on the y, these people become extremely upset with Jim and sometimes scream more pas at him and even threaten him. During these confrontations Jim becomes "unglued." He breaks into a sweat, and his face turns bright red. The company guidelines on what to do in these situations are very vague. When Jim called his supervisor for advice simply told to try to book passengers on another flight, but be friendly. , he was