INTRODUCTION

As a people, we want to believe that we can learn, change, and master whatever comes our way. The ability to “pull ourselves up by our bootstraps” has long been one of our most treasured workplace traits. We have continually wanted to reinvent ourselves at the organizational and employee levels, which speaks to our longstanding ability to adapt to stressful changes.

What’s different today? Contemporary social and economic pressures on an unusually massive scale make it harder for us to adapt in the highly developed ways we expect. Although we still want to believe in our ability to learn, change, and master stressful situations, today’s tumultuous changes can be undermining, if we lack the capabilities that lead to resilience. Resilience under stress is more important than ever before. This book is about how to be resilient, to succeed no matter what life throws at you.

OUR STRESSFUL TIMES

The stress that we meet today comes from various sources. At work we are all subject to the ongoing stress of working with and for others. We may not agree on what about the work is most important and how to do it best, and we may differ in compatibility, values, beliefs, preferences, expectations, and working styles. This everyday stress can build up and undermine us. Add to this the disruptions brought about by global changes that influence our everyday living, and you have a recipe for high strain.

Perhaps the most powerful of the global changes are the breath-takingly rapid advances in telecommunication. Although the upside is the dramatically greater ability to accomplish things, the downside is the pressure to constantly learn more quickly, lest we be left behind in the “digital divide.” For companies, this rapid technological advance has meant unexpected changes in goods, services, and markets. This has led companies to reorganize by downsizing or upsizing, centralizing or decentralizing, divesting or merging. This all has had major stressful effects on their employees.

Technological advances have fueled globalization. Although we can get things done around the world more quickly, technological pressures to streamline and homogenize operating standards and procedures threaten individuals’ and even whole societies’ traditions, values, and beliefs. We make decisions and plans with people we have never met. All these changes have disrupted our lives and made them more stressful and unpredictable.¹

Ours are truly tumultuous times, in which spectacular social and technological changes multiply the usual work stress. It is all the more important today to do whatever we can to be resilient under stress, if we are to have a good life.

WHAT IS RESILIENCE?

When stress mounts, many people show strain-related performance and health symptoms. They worry more, feel hopeless, experience aches and pains, let problems preoccupy them, act like a victim, feel angry and bitter about the world, sleep poorly, and finish tasks inadequately or not on schedule. Over time, stressful symptoms can show up in wear-and-tear diseases, like arteriosclerosis, cancer, or obesity. These less resilient people show vulnerability under stress.

In contrast, it is resilience that leads us to thrive at work and at home. Some people are resilient even in extremely stressful circumstances. They turn disruptive changes and conflicts from potential disasters into growth opportunities. This is the heart of resilience. It’s like finding the silver lining in the cloud. Resilient people resolve conflicts, turn disruptive changes into new directions, learn from this process, and become more successful and satisfied in the process. Take, for example, a manager who lost his job with his employer of twenty-five years, but used this as a springboard to starting his own lucrative consulting firm. Or, an employee who, rather than let her boss’s stress-related outbursts undermine her work performance, eased his work pressures by helping him more. As our times become more turbulent, resilience has never been needed more.

HARDINESS AS THE KEY TO RESILIENCE

How can you be resilient under stress? You need to cultivate a group of attitudes and skills that help you to build on stressful circumstances, not be undermined by them. We call this pattern “hardiness.” Hardiness emerged as the basis for resilience in our twelve-year, longitudinal study of employees at Illinois Bell Telephone (IBT), as the company and its parent, AT&T, experienced a catastrophic upheaval when telephone service went from being a federally regulated monopoly to being a competitive industry. In the massive, disruptive changes that ensued, the performance, conduct, and health of two-thirds of the employees in our sample fell apart. In contrast, the resilient third not only survived, but also thrived. They rose to the top of the heap, and felt more enthusiastic and capable, as they turned the changes into opportunities.

Compared with the others, the resilient group had the hardy attitudes of commitment, control, and challenge. These 3Cs gave them the courage and drive to face the disruptive changes. Through this courage and motivation, the resilient group was better able to cope with the changes by finding solutions to the problems that arose and interacting supportively with those around them.

In the twenty years since the IBT project, more than four hundred studies around the world have further validated hardiness as the key to resilience. An important aspect of our research was to show that hardiness can be learned, by children and adults. Indeed, through this book, you will learn many hardiness-enhancing techniques, illustrated by relevant case studies.

OUR BACKGROUND AND PRACTICE

Our parents immigrated to the United States from other countries. Although they had big dreams and high aspirations, their immigrant status translated into economic hardship. This background classified our parents as disadvantaged and classified us as high-risk kids. Our parents saw their immigrant status as a possibility, rather than an obstacle, which helped us to adopt a powerful, resilient attitude. This and help from teachers and friends supported and guided our development.

After college, Sal went right on to graduate school in clinical psychology and embarked on his career as a college teacher, a psychologist, and a researcher. Debbie concentrated on her singing career, and after a few life twists and turns, she too started a lifelong career as a psychologist and teacher.

Before long, our similar career beliefs and interests led us to cross paths. We had become especially interested in how people can successfully navigate the turbulent waters of life. Both of us consult to companies and military and safety organizations, teach at the university level, and do relevant research. We locked on to hardiness as the key to being resilient under stress, not only because our research and practice supports this emphasis, but also because it fits with our own early life experiences.

We also founded the Hardiness Institute, a consulting and training organization devoted to teaching people attitudes and skills that make them resilient under stress. The techniques and case studies in this book come from our years of consulting, assessing, and training at the Hardiness Institute. There is such stressful turmoil in today’s workplace that we want to reach out to working adults and their families.

WHAT THIS BOOK WILL DO FOR YOU

This book provides you with techniques for building hardiness and improving your capacity to succeed despite stressful circumstances. It includes numerous examples and case studies drawn from our consulting work.

Chapters 1 through 4 explain resilience and how its underlying key is hardiness. By alerting you to the tumult of our times, chapter 1 clarifies resilience as thriving under stress and discusses key attitudes and skills that make this possible. Chapter 2 underscores certain personality features as important pathways to resilience. We do this by highlighting case studies from the Illinois Bell Telephone study. In chapter 3, we explain how key personality dispositions lead to resilient behavior. We also look at how the body responds to stressful circumstances. This is to help you understand how the body works and what it needs. The rest of chapter 3 summarizes the vast body of research on the performance and health-enhancing effects of hardiness. Chapter 4 makes clear that people can learn to be resilient in adulthood, and identifies the factors that help one learn to do this.

Then, chapters 5 through 10 present the nitty-gritty strategies you can use to be more resilient as stress mounts. Chapter 5 presents case studies that detail how and why the hardy attitudes of commitment, control, and challenge provide people with the courage and drive to strengthen resilience, no matter what life throws at them. We also explain how to tell if you possess resilient attitudes. Building on this, chapter 6 provides techniques for thinking about your experiences in a courageous way. Again, we use case studies to show how this works, and put you on your way to practicing resilience.

Chapter 7 helps you to understand more deeply how to cope with stressful circumstances.. Case studies are used to show the difference between coping efforts that are resilient and ones that are vulnerable. Chapter 8 shows you how to practice coping techniques that transform stressful circumstances from potential disasters into growth opportunities. Specifically, we guide you toward making stress more tolerable, understanding it more deeply, and planning and taking the decisive actions to solve the problems it creates. Again, case studies enrich your learning here.

Chapter 9 explains more deeply how work-based social interactions can advance or undermine resilience. We also show you the value of giving and receiving social assistance and encouragement during conflicts at work rather than letting these conflicts develop and persist. Case studies show you how to interact in ways that bolster your resilience. Chapter 10 provides techniques to successfully resolve conflicts with coworkers, bosses, and clients. You learn how to constructively assist and encourage others rather than to work against them and yourself. In chapter 10, case studies supplement the techniques.

In chapters 11 and 12, we summarize and extend the themes of the earlier chapters. Chapter 11 introduces you to ways in which resilient attitudes and skills strengthen your ties with fellow co-workers and with your employer. Chapter 12 explains how companies and organizations can build their resilience. We show you how organizations endorse values and create cultures that correspond to the resilient attitudes and resources of individuals. We further clarify how the climate and structure of resilient organizations supports their employees’ coping and social-interaction patterns.

We enthusiastically impart to you what we have learned over the years about resilience at work. By immersing yourselves in the ideas of this book that follow, you can bolster your resiliency and reap benefits from these changing times.