4. Stressed to the limit

Stress is not an illness or a negative condition. A certain amount of pressure brings out the best in work. In initial stages of stress there is a sensation of excitement and increased mental consideration.

However, too much stress is negative. It is bad for the individual. It is also bad for the employing organization. In the UK, for example, stress-related illness is the cause of half of lost working days.

The negative impact of stress is linked to heart disease, alcoholism, nervous breakdown, job dissatisfaction, certain forms of cancer, migraines, asthma, hay fever, insomnia, depression, eczema and many other medical and social problems.

Many surveys confirm the root cause of work-related stress to be bad management and overwork. Too much pressure, long hours and poor communication are the main factors. Reports and studies have identified the principal cause of stress as “new management techniques” designed to “improve performance”. Polices such as “performance-related pay” increase stress and demotivate a work force.

Many legal and medical experts are advising companies to consider the costs and legal implications of stress-related illness. They emphasize the benefits of reducing stress as: better health, reduced sickness absence, increased performance and output, better relationship with clients and colleagues, lower staff turnover.

Taking the decision to reduce stress makes sound business sense. It’s better for profits and better for staff morale.

Managers should learn to motivate but not exhaust employees. There is a balance between obtaining maximum efficiency, and a worker’s need to rest and recuperate their creative energies.

5. Take a tip from restaurants

Why do we tip waiters, hairdressers and taxi drivers but not nurses and shop assistants? According to research in the USA, more than 90 percent of restaurant diners tip their waiter or waitress about 10 percent of the bill. Tips are a large part of the income of waiting staff.

Research shows that, to get tips, some things work and others do not. There are three main factors which can increase tipping.

The first is contact between customer and waiter or waitress. It includes:

• touching the customer politely on the arm

• bending down so your eyes are at the same level as the customer’s

• extra visit to the table to check that everything is OK

• smiling when greeting the customer and being pleasant. Being helpful and warm makes a big difference

• introducing yourself by name. Even things like writing “thank you” or drawing a cartoon on a bill are effective.

The second factor is speed. There are three occasions during the meal when speed is important: bringing the menu and drinks and taking the food order; bringing the food, and bringing the bill. It is important to get the speed right. The trick is to understand what the customer wants. A business lunch may be quick or slow: get the timing right and the tip increases.

The third factor is giving small gifts – a free drink at the start of the meal or a chocolate with the bill.