Wednesday, 11 June 2014 12:02

Understanding Adversity Featured

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Adversity is defined as the obstacles, barriers, mountains, upsets, challenges, setbacks, afflictions, bad luck, calamities, disaster, misery, catastrophes, distress, hardship, ill-fortune, misfortune, woe, mishaps, sorrow, suffering, trials and troubles that we face in our lives. Adversity is the state

of hardship or misfortune. It can be both small and huge events in our lives.

The following can constitute an adversity in our lives like a broken cup or plate in the kitchen, a punctured car tyre, a sprained ankle playing tennis or football, missing the last bus home, losing your door keys or locking the keys in the car, discovering that you have left your money at home when you come to pay at the supermarket checkout, a burst pipe flooding your home, or coming home and finding you have been burgled. It could even be a boss stressing you in the office or a colleague making your life miserable.

Adversity is around us all the time, but it is the way we respond to it that determines if we are to succeed or fail in life. Your reaction to adversity affects your overall emotional and physical health. Adversity can cause the often apparent, mechanical reactions of depression and hopelessness. Dealing with, and responding to life adverse situations will cause you to have pressure and stress which result in possible psychological problems. And the pressures of life and the related stress, affect the blood pressure, cholesterol levels and the possibilities of heart attack. Adversity can also weaken your immune system, making you more susceptible to disease and illnesses. People who are optimistic live a healthier life than pessimistic people, because their attitude of mind and positive outlook on life means that they face and overcome the adverse situations with less stress.

I was reading the BBC column from Lewis Hamilton and he agreed that he thrives well under pressure. The truth is adversity can be our greatest motivation for spiritual growth or our deadliest means of discouragement - the difference is in understanding God’s purposes through adversity. It is important to know why it comes to our lives and how to respond to it. The biggest word here is ‘respond.’ When faced with adversity do you react to it or you respond to it? Your action will determine the final outcome. You cannot change the event but how you act towards the event will determine the kind, type and nature of the outcome you will get out from the event.

The ability to effectively respond to and overcome adversity, will not only reduce the effect it has on your physical and emotional health, it will enhance your performance, which will be seen in a greater focus, increased productivity and you will feel more creative. Less time will be spent blaming yourself and getting depressed and there will be a noticeable increase in the speed of recovery from the challenges and setbacks that you experience.

You will have a feeling of being in control and will have a constructive approach to how you address the challenges that you encounter each day. You now have more energy and a feeling of empowerment. And over time it will mean that you will have improved health. We should not be concerned about, or live in fear of Adversity. Instead we should welcome it as an opportunity to succeed. The people that experience fulfilment in their lives have had to endure many of the same adverse situations, but because they have a love of life, have had inspirational ideas and had faith in the outcome of their endeavours, they have overcome these adversities. The ability to transform adversity into a challenge or opportunity is one of the traits that are a virtue of mankind.

The truth is adversity is not something you can be prepared for until it is now and there. The best way to prepare for any kind of adversity is to be mentally strong, staying positive with a positive mind-set and training yourself to see the good in every situation.

When you are faced with a situation that you cannot change the event, there is no need wasting energy crying and blaming. There is no need crying over spilled milk. You need to invest your energy at this stage in what will work and not the event you are not in control of. The event has already happened. You need to learn from it so it doesn’t happen again and now you must equip yourself to respond to the situation. So don’t waste your time getting upset about the past that is no longer in your control.

Facing difficult challenges and overcoming them builds self-confidence, teaches self-control and tends to foster an attitude of conscientiousness towards others, who may also face difficulties. Adversity, painful and something we all hope to avoid but inevitable to avoid because it is part of being alive, can have a positive impact on our character.  We acquire qualities such as persistence, self-control, conscientiousness, self-confidence and curiosity from experiences with adversity.

When you are physically abused as a child, repetitively belittled abuse constantly, your body releases stress hormones.  These hormones physically damage a child’s developing brain. Too much stress leaves children hyper-vigilant, unable to focus and, as a result, unable to learn. These adverse childhood experiences can be quite pervasive and don’t contribute to success, but rather lead to mental health problems such as depression and anxiety, behavioural problems such as substance abuse, criminal behaviour and self-injury and physical health problems, such as STDs, cancer, heart disease, chronic lung disease, diabetes.

The good news is that our brains are capable of changing, growing and learning throughout our lives.  Counteracting and retraining the brain is not easy, but some treatments, such as mindfulness training and DBT have proved effective in helping people change emotion, behaviour and, in some cases, pathways in the brain.

Dialectical behaviour therapy (DBT) is a therapy designed to help people change patterns of behaviour that are not effective, such as self-harm, suicidal thinking and substance abuse. This approach works towards helping people increase their emotional and cognitive regulation by learning about the triggers that lead to reactive states and helping to assess with coping skills to apply in the sequence of events, thoughts, feelings and behaviours that lead to the undesired behaviour. DBT assumes that people are doing the best that they can, but either are lacking the skills or are influenced by positive or negative reinforcement that interfere with one’s functioning.

When an individual or child is faced with overwhelming adversity or significant life challenges over which they have no control, they don’t learn self-control, nor do they learn persistence.  Instead, they are more likely to learn helplessness or hopelessness. Abuse or experiencing multiple crisis that occur one after the next without time for recovery are two examples of overwhelming adversity that can impact those personality traits connected with life success.

Remember it is not the adversity here that is the problem but how you deal with it matters more than the adversity itself. Understanding the beauty of adversity can help us flourish and thrive in the midst of trouble. It is the foundational hope that God makes all things beautiful in His time, which works as an anchor to our soul, to carry us across the finish line of victory.  As much as we all hate it, resist it and do everything we can to avoid it, adversity works beautiful things within us. Looking for the positive in every circumstance gives you the power to turn the adversity into a challenge and in a challenge you find a silver lining, a miracle and a breakthrough.

Right at this moment you might be experiencing an adversity in your life. In the 2014 FA cup final within five minutes Arsenal FC was two goals down. The history was not in their favour. The first FA Cup competition in season 1871-72 had fifteen entries. That is about 142 years ago. On record it was only one team that has been two goals down and come back to win in 1966 and that was Everton, Merseyside’s against Sheffield Wednesday and this is a record 48 years ago. So Arsenal FC was having an adversity within 8 minutes of the game. Before half time they claimed back one goal.

Mikel Arteta captained the Arsenal Team and after the match when he was interviewed by the television crew he said something very interesting which I believe will help us all when faced with adversity. Mikel Arteta says Arsène Wenger’s half-time team talk help turn the FA Cup final in Arsenal’s favour. The manager’s speech at half-time was brilliant,” the Spaniard told Arsenal Player. “[He told us] to keep believing in how we should do it and keep performing. “He told us to stay calm. We had done the most difficult thing, which was to score the first one [after going two down] so now the game was open, we had plenty of time to do it, and we could not rush it. It was brilliant, I think the lads continued to play and we showed a lot of experience and composure. I’m really happy, it’s a happy day.

Next time you are faced with adversity and it looks like nothing is working for you, my advice is the same:

1.    Keep believing
2.    Keep performing
3.    Stay Calm
4.    Don’t be in a rush

The main issue is not about the adversity itself but how we handle and cope with it. Every problem in life can be described as adversity however it’s how we look at these obstacles that makes like easier. If you have the ability to turn adversity into a challenge instead of becoming depressed every time something goes wrong, the smaller problems in life won’t be a problem at all and the larger problems will be easier to deal with.

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    Top 10 Customer Support Outsourcing Companies
    in 2023 | Helpware
    Outsourcing customer support is a great way to provide affordable but reliable service to your clients.
    Whether for voice or non-voice applications, there are plenty of excellent customer support...


    Written by Dana Mahoney
    Sunday, Jan 22
    Table of Contents
    Outsourcing customer support is a great way to provide
    affordable but reliable service to your clients. Whether for voice or non-voice applications, there are plenty of excellent customer support outsourcing companies that fit
    every requirement.
    But then again, why even think about outsourcing? Isn’t local
    talent good enough to provide the service needed by a company’s customers?
    Plus, wouldn’t it be a disservice to customers if a
    company farms out its frontline operations to contractors?

    What Is Customer Support Outsourcing?



    By now, the best customer service companies should know the value of customer support and why it’s an essential cog
    in an organization. Like sales and marketing, customer service should already
    be in play during a company’s first day, as they are
    the group that comes into direct contact with clients.
    The main goal of customer support is to keep customers happy by attending to their
    needs and responding to their questions. However, it’s also a way to
    instill loyalty and generate additional sales.
    To do so, an outsourcing company must have its support team available whenever the customer needs it.
    Outsourcing customer support allows companies to maintain an around-the-clock service team managed by industry
    veterans and experts.
    Advantages of Customer Support Outsourcing
    Admittedly, not all company startups have leaders who are experts in every facet of their operations.
    Given their many responsibilities, many startup founders accept that
    they can’t do everything themselves. Non-core competencies
    such as customer service can benefit from outsourcing.


    Turning the service over to competent experts lets companies benefit from a bigger source of talent from all over the world.

    At the same time, companies that outsource customer support enjoy reduced payroll without sacrificing
    service quality. Other benefits of outsourcing include:
    More Opportunities to Grow the Business
    By assigning customer support to expert outsourcing service providers, leaders
    can instead turn to scaling the business.

    Overseeing the day-to-day operations can already take much
    of management’s time, and customer support is equally demanding.
    To help executives focus on the big picture, they’ll need to partner with the best
    service companies that know what they’re doing.

    Enhance Customer Experience
    Given the opportunity to communicate and interact with
    customer service, many customers will express their satisfaction in getting their voices heard.
    If customer service companies and their team address customers’ issues in a satisfactory
    way, they’re more than likely to remain customers.


    A pleasant customer experience will almost always lead to longer retention and
    a significantly higher customer lifetime value (CLV).
    This isn’t to say a stellar customer experience is only possible through outsourcing.
    Rather, the chances of improving customer satisfaction come with a
    continuous and consistent level of service. Providing a highly specialized, dedicated team of professionals from day one is a great way to achieve this quickly.

    Top 10 Customer Support Outsourcing Companies


    We’ve narrowed down the list of companies with great customer
    service to the top 10 most prominent ones in 2022. We’ll also provide a brief description and
    highlight the main strong points of each outsourcing company.


    1. Helpware



    Helpware started in 2015 with the initial goal of providing support to startup companies.

    Over the years, the company has grown big
    and is confident enough to provide both enterprise and
    small business customer service outsourcing solutions.

    Providing back office, technical, and customer
    support, Helpware specializes in assisting companies in various support areas.
    This includes Omnichannel Customer Support, Technical & IT Support, Content Moderation,
    CX Consulting Services, Back Office Support, Data Labeling, Digital Marketing Solutions, and
    Cyber Security. The company provides only dedicated agents, in-house training, and equipment to help
    its clients boost their productivity from day one. Now it’s one of the top customer service companies
    in the US and European markets with numerous awards and positive reviews from satisfied clients on Clutch and other reputable platforms.
    Helpware’s people-focused culture seems very attractive to businesses sharing the same philosophy.

    Pros:
    Shows outstanding flexibility when providing for
    clients’ specific needs. This means its support can scale along with your company’s
    growth.
    Offers turn-key solutions, so you don’t have to look for either
    option separately.
    Helpware’s focused on developing its people and their skills and it
    pays off handsomely, especially in customer support
    outsourcing contracts. Some global brands are happy to
    have their customer support outsourced to Helpware.
    2. Sykes



    U.S.-based Sykes is one of the pioneers of the BPO industry.
    Established in 1995, the company trailblazed its way to the top and was one of the
    first BPOs to open multiple locations. In 2021, the Sitel Group acquired Sykes
    to widen its reach and increase its capacity.

    Sykes is one of the top 10 service companies and leading service providers
    of demand generation and customer engagement services, with clients included in the top
    2000 companies worldwide. At the core of Sykes’ business are its
    staple services: outsourcing, customer experience,
    service to sales, digital transformation, and brand extension.
    Pros:
    Sykes maintains a pool of service agents from its clients’ home countries.

    The company is well-versed in matters concerning data privacy.

    Specifically, Sykes follows various privacy guidelines,
    including HIPAA compliance and Payment Card Industry (PCI) data security
    certification.


    3. Ascensos





    Founded in 2013 in the UK, Ascensos is one of those outsourced customer service companies that
    wanted to change the customer experience by applying a personal touch
    to customer care. The company is now Europe’s number-one customer support outsourcing company, providing
    bespoke customer experience solutions to clients around the world.
    In addition, its contact center operation locations include the UK, Romania,
    Turkey, and South Africa.
    Pros:
    Ascensos is more nearshore than an offshore
    support center, so location and time zone differences aren’t as
    pronounced as operations in Asia and South America.

    Companies that outsource customer service to Ascensos value
    the fact that it supports diversity and inclusivity among staff while focusing on promoting happiness
    as a key asset among its workforce.
    Although there aren’t any published pricing rates,
    instead, Ascensos will individually respond to requests for quotes, the prices of this outsourcing customer service company are more than affordable.

    4. Teleperformance



    With more than 40 years of experience in the BPO industry, Teleperformance is an established leader in solution design, business optimization strategies,
    and front-office customer support. It also offers back-office services such as finance and accounting,
    collections, and technical support.
    Pros:
    Teleperformance is a truly global service provider.

    It operates in 80 countries and employs more than 330,000 agents speaking
    over 265 languages and deservedly belongs to a league of
    good customer service companies. You won’t find it difficult to get
    support in the language and location you require.
    Clients also appreciate the company’s expertise in providing omnichannel solutions.

    5. VXI


    VXI Global Solutions is one of those outsourcing agencies that offer
    customer care and customer experience (CX) solutions to some of today’s major global brands.

    In addition, the company offers contact center and BPO services, omnichannel and multilingual support, software development, CX innovation, quality assurance (QA), and
    infrastructure outsourcing. VXI employs more than 35,000
    workers in 43 countries throughout North America,
    Asia, Europe, and the Caribbean.
    The company also prides itself on its ability to help
    clients resolve major CX and employee experience (EX) pain points and take their
    customer service systems to the next level. Like any modern BPO, VXI employs omnichannel support
    services to enhance communication coverage for clients.
    Also, VXI provides additional analytics and insights
    generation services so clients can learn as they
    go.
    Pros:
    High CX expertise leads to enhanced customer and employee experience.

    VXI displays an uncanny ability to scale up or down to fit its client’s capabilities.

    6. InfluX


    In its quest to build the world’s first remote-only CX team,
    InfluX managed to recruit employees from more than 120 cities worldwide.
    This strategy also lets them provide 24-hour customer support outsourcing solutions within the
    client’s time zone. In addition, InfluX creates specialized customer experiences that reflect the client’s vision, voice, and values.

    Pros:
    Less dependence on automation and more on human interaction make for
    a better customer experience.
    Having employees in every time zone solves the common offshore problem of mismatched time schedules between clients and outsourcing companies.

    Pay-as-go pricing may be attractive to some clients
    who prefer flexible packages.
    7. Skycom


    Skycom is also on the list of nearshore outsourcing companies that specialize in multi-continent support services.

    The company employs native English contact center agents with experience in multiple industries.
    Skycom also offers a full range of services, including business process outsourcing, telemarketing and sales, customer support, and healthcare.
    With more than 15 years of experience, Skycom also employs over 2,000 workers assigned to 35 clients in five countries.

    Pros:
    Nearshore operations mean fewer problems dealing with time zone and distance
    differences.
    Skycom covers a wide range of industries, including healthcare,
    travel, utilities, IT, finance, retail, and telecommunications.

    8. Integra


    Integra’s differentiator is its focus on training its workforce
    in customer psychology. This means company-provided support agents are more sensitive in detecting changes in the customer’s voice or tone.

    As a result, they can respond to these changes to defuse any tension and
    lead the customer into a more positive mindset.
    Starting with four employees in 2004, Integra currently employs more than 1,400 workers stationed across four countries.
    It handles customer service duties over the phone, email, live chat, or social media.

    Pros:
    Integra offers some of the most cost-effective solutions in the industry.


    Sales psychology is also an incredible asset to have if you
    work in a customer support outsourcing company.


    9. Telus


    Telus International is one of the world’s leading digital CX innovators.
    In particular, it designs and produces next-generation digital solutions for brands all over the world.
    This is one of the Canadian top IT outsourcing companies
    that provide IT services and multilingual customer service to industries such as technology, media,
    communications, eCommerce, financial technology, travel, hospitality, automotive, healthcare, and games.


    Pros:
    Telus International is a premium multilingual contact center.
    It is one of those IT support outsourcing companies that offer top-tier customer support services in various countries and more than 50 languages.

    Telus is famous among IT services outsourcing companies for organizing an annual charitable initiative
    called “Telus Days of Giving.” In particular, the company
    taps 225,000 volunteers from its offices to complete various service projects across its many host
    countries.
    10. Arise


    Arise is a 25-year-old United States-based company that specializes in providing support outsourcing services across
    the USA. It employs more than 60,000 remote agents in the U.S., Canada, and the United Kingdom.

    Unlike a traditional BPO, Arise utilizes a network of service
    partners to provide the needed customer service experiences.
    In addition, the Arise Platform helps companies lower expenses.

    As a result, Arise clients report an average 25% reduction in contact center
    service total costs, which is why clients want to outsource customer service small
    business really needs.
    Pros:
    Arise deploys a tiered security approach in its communications
    with clients. This ensures they preserve the confidentiality
    of documents or files sent over. It also means Arise conforms to widely accepted data privacy regulations such as
    HIPAA, CCPA, and others.
    Arise also focuses its employment on local talent, hiring residents of the U.S., UK, and Canada.
    This means stable employment for the company and an easier method of hiring or replacing staff members.

    Choose the Best Outsourcing Companies That Fit Your
    Needs
    Deciding which outsourcing providers to contact for your customer
    support outsourcing needs? Perform the necessary research before settling on your choice.

    For instance, some customer service outsource companies on our list might command a pricing structure higher than what your budget holds.

    In addition, consider your company’s specific requirements
    and areas for improvement. Do you need a customer support team focused on CX?
    Or, do you prefer having sales psychology-trained
    outbound callers who can close deals? Finally, does the appeal of
    higher-cost nearshoring resonate better than offshore talents a few
    time zones away?
    No one-size-fits-all solution exists when it comes to
    customer support outsourcing. However, if you want
    a highly flexible and secure customer service solution that utilizes
    modern technology throughout the various stages, try the best companies for customer service.

    These largest outsourcing companies not only supply the best talent, but also the best equipment and training to
    prepare them.

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