I need help answering all the following short essay questions based on Chapters 5 - 6, please. Use the book reference below to view chapters.

1. What are ve organizational skills that will help manage your time in a business setting? Provide a customer service work setting example of each skill. 2. What are ve tips to help manage stress in the workplace? Provide customer service work setting examples of stressing situations that would be relieved by following each tip. 3. Explain the difference between negative stress and positive stress. Describe a customer service setting scenario for each form of stress. 4. What is anger management? Come up with a customer service scenario in which you almost become angry with a customer but {because of using anger management techniques you were taught in this course} manage to control your anger and avoid a negative experience. 5. Your company encourages employees to work in teams. John is a fellow CSR with whom you have worked before. On numerous occasions, you have noticed that he has a poor attitude. To you, it appears that he is always angry and seems to put down others without realizing his words may be offensive and insulting. Most of your coworkers simply ignore John and try to have as little to do with him as possible. Using the tips and teamwork strategies presented in this course, what would be your approach with John to better the situation and what tips/strategies would you use and why? 6. Using all of the steps in the Complaint Handling Process, formulate a real scenario in which a customer complains about a product to you (as the CSR) and you adhere to each step to resolve the situation? ?. Describe the ve steps of the ProblemSolving Process. Based on the scenario presented in the previous essay question #6, how did you perform ea ch step of this process to solve the problem? 8. Describe each of the following ve conict management styles: Competing, Accommodating, Avoiding, Collaborating, and Com promising. Based on the descriptions, produce ve real life customer service scenarios of how you would handle each personality type. In addition, describe each of the following three conict resolution strategies: WinLose, LoseLose, WinWin. Based on the descriptions, produce three customer service scenarios using each strategy. 9. Describe each of the four points that should be used in a winback message to a lost customer. Following the four points, create a message to a ten year customer of your shoe store for who wrote to say he would no longer do business with your store because during the past few service encounters, he was treated in a rude and disrespectful manner