Stomp Out Crankiness, by Barbara Bartlein, R.N., M.S.W.

"I feel so overloaded, I find myself staring into space with no motivation to do anything."

"I've been having such bad stomach and chest pains. I've seen two doctors and had dozens of tests, but they say nothing is wrong."

Though the economy is booming and we are enjoying an affluence like no other time in history, there appears to be an anger epidemic in America. From road rage, violent crime, angry customers to depression and somatic complaints, anger is affecting us individually and as a society.

There is no doubt that anger affects our bodies. A Harvard University study of 559 older men found that those who were consistently grumpy had two to three times the risk of coronary heart disease as their more relaxed counterparts. In another Harvard study, scientists found that the risk of having a heart attack was 2.3 timer greater after an anger episode.

The effects on our society are also alarming; an ever increasing prison population, violence in the workplace, and a shortage of pleasant people. What is going on?v In a fascinating and provocative new book, Why Is Everyone So Cranky, C. Leslie Charles outlines the ten trends that are making us angry. She presents concrete tools to ward off the negative effects of a "hurry/worry culture." Referred to as the ten "Cs," they include Compressed Time, Communication Overload, dis-Connectedness, Cost, Competition, Customer Contact, Computers, Change, Coming of Age, and Complexity. While each trend affects us as individuals, three trends have particular significance for business.

COMPRESSED TIME:

We try to move faster and faster to meet the pressures at work and demands at home. In spite of all our "labor saving" devices, our time spent working has increased, not decreased. We try to "solve" the problem by multi-tasking, doing two or three things at once, or by giving up lunch hours or sleep time. We believe a "labor-saving" device can help, only to find that they often complicate our life further by stretching the work day into our cars, homes and vacations. Referred to as "technology tethers" by Charles, we carry beepers and cell phones refusing to turn them off.. We end up hurried each day and behind in all areas of our life.

Businesses have been particularly affected by compressed time. As 'boomers' pile their money into the stock market for ever increasing returns, business must squeeze their organization to post a profitable quarter. That means doing more with less. This trend will be challenged, however, with the current labor shortage and workers opting for better quality in their lives.

DIS-CONNECTEDNESS:

Technology and mass communication have linked us to each other, but are we connected? Charles states, "In our efforts to accumulate the proper possessions and create the ideal lifestyle, it's deceptively easy to end up disconnecting from what really counts; our loved ones, even ourselves. We are inundated with commercial pressures to accumulate things and make sure that our families want for nothing." We often feel on a treadmill with little time for simple pleasures. We end up commuting to a job we don't like to support a large house in the suburbs disconnected from people.

This dis-connectedness has infiltrated business as well. There is even a language to describe it. From 'cubby holing', (sitting in a cubicle) to 'prairie doggin' (popping one's head up over the side of a cubicle), the language reflects a separateness, a division between people. We went from casual meetings, to memos, to E-mails. Maybe a walk down the hall is till the best way to connect and solve a problem.

CUSTOMER CONTACT

–The issue of compressed time is further exacerbated by the trends in customer contacts. Downsizing and megasizing have affected customer service, our own expectations and the development of "crankiness." We deal with organizations that do not seem to have adequate resources for service, evidenced by long periods on hold and an endless queue to get "customer service." Or we find the presentation so large, like the super-mega-marts, that finding a simple bottle of ketchup can become a chore.

Businesses are finding that customers expect more when we often have less. But some businesses are getting wise: they focus on providing outstanding customer service, regardless of the cost, so that they have loyal customers for the long term.

How can you combat the trends that are leading to "crankiness" in ourselves and others? Charles recommends the following:

• Fortify your "emotional immune system (EIS)" –When exposed to "crankiness," stop and quantify the problem and put it in perspective. Is this a small, medium or large annoyance? Or something more serious? How large of a response is required? Make your reaction match the size of the problem.

  Take a "Reality Bite."

  Expecting, waiting and hoping for things to be different in our lives only increases our susceptibility for crankiness. Expect some parts of life to be frustrating; you will wait in lines that are too long, people will do things that irritate you, and you will encounter inconvenience more days than not. Accept this reality. Let it roll off your back and smile. It may not change what is happening, but you will feel better.

  Take time out for a Personal Battery Recharge

  What do you really enjoy doing? When was the last time you did it? Take the time to recharge. Whether a game of golf, a walk with your spouse or reading a book, take the time for renewal as often as possible.

  Remember, there is much in life that we cannot control. We can, however, control how we respond to life. Take steps to control crankiness and your world will look brighter and be more fun.

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