"Effective Stress Management" portion of developing yourself as a leader. Think of stress management from two opposing perspectives: stress situations experienced by a leader vs stress situations experienced by followers. As always, provide EXAMPLES from your own professional situations as a customer services representative (it will be valuable if you can provide your experiences from both sides - as a leader, and as a follower). Analyze the situation, how you handled it, and what you could have done differently if you were aware of stress management techniques (refer to your book material and external sources to learn more about those). With reference or sources