5 Areas Approach We use what we call “the 5 areas approach” to demonstrate this. Think about something that you are currently worrying or feeling stressed about and apply it to the process below. PLAY AUDIO MUTE

Unhelpful thinking — A vicious circle

Now let’s look at another work example. An irate customer contacts you and after explaining the issue demands to speak to your manager. Click on each of the titles to discover more.

VICIOUS CIRCLE 3. Physical 2 Feelings 4. Behaviour 1. Thoughts These thoughts and feelings impact how you physically feel. You may start to sweat, get a headache or your heart rate may increase. When you think like this, you may start to feel panic, nervous or defensive.  All of this may lead you to behave in a certain way. For example, you may become abrupt with the customer, not listen or answer sharply. Your first thought may be "This is the last thing I need. My manager is going to think I can't handle this. Am I in trouble?"

As you can see, what you think about one event can affect your feelings, behaviour and physical body. This can lead you into a vicious circle, which just gets worse and worse. Outcome – Customer is unhappy and you feel stressed and anxious.