Co presented by Dr Gordon Isaacs & Andre David du Toit For Contact Centre Management Group 16 July 2010

1. In association with Dr Gordon Isaacs Substance abuseA potential “pitfall” at all levels in contact centres? Co presented by Dr Gordon Isaacs & Andre David du Toit For Contact Centre Management Group 16 July 2010

2. Overview of presentation for CCMG on 16 July 2010 Why is this an issue? Potential impact of substance abuse in contact centres Demographic profile of substance abusers who present to rehab facilities Potential cost impact of substance abuse in contact centres Potential scale of the problem Typical substances abused Profile of substance abuse; effects Complexity of substance abuse Potential “pitfalls” – what we know Sources: Dr G Isaacs, adapted from Medi Lab, CT CC Strategy & SANCA In association with Dr Gordon Isaacs

3. Understanding the process of addiction Source: Cape Town City Council Operational Alcohol & Drug Strategy 2007-2010 In association with Dr Gordon Isaacs

4. Warning signs Sources: Jellinek Model of addiction and recovery; Relapse Prevention, Robert Perkinson PhD In association with Dr Gordon Isaacs

5. Signs and symptoms of dependency Secretive behaviour Memory problems Sluggish thinking; difficulty concentrating Ritual when they take alcohol or drugs Becoming agitated if substance use is disturbed Irritability at drinking/drugging time Gulping down drinks; binging Using large quantities of drugs quickly Becoming “high” or drunk intentionally to feel good or “normal” Alcohol /drugs needed to function Self medicating Denial of substance abuse Relationship problems (work, finances, law) Hostility and/or justification Repeated promises to (self & others) to stop using alcohol or drugs Sources: Dr G Isaacs, adapted from Medi Lab, CT CC Strategy & SANCA In association with Dr Gordon Isaacs

6. Signs and symptoms of addiction Progressively drinking stronger alcoholic drinks or using stronger drugs Starting to drink/drug earlier in the day; being drunk or “stoned” for long periods; driving while under the influence of alcohol or drugs Mood changes/swings (anger, irritability); personality changes e.g. unusually jealous or distrustful; violent towards self or others Stealing/withholding money from the household or work colleagues Loss of interest in hobbies, sports , in family, friends and work colleagues Discovery of suspicious substances e.g. liquor, drugs in closets , drawers etc Neglecting physical appearance Acting in ways immediately regretted when regaining senses e.g. violence, rows, unprotected sex Sources: Dr G Isaacs, adapted from Medi Lab, CT CC Strategy & SANCA In association with Dr Gordon Isaacs

7. Sources of help SANCA national office 012 – 542 1121 (for all provincial offices) South Africa Depression & Anxiety Group, substance abuse help line 0800 121 314 Treatment Centres (South Africa) – www.treatment-centres.net Department of Social Development – www.dsd.gov.za or call 0800 220 250 Life Line Tel: 011-715-2000 WC: (021)461 1111 (021)461 1111 0861 322 322 Health Services in South Africa – refer this website for all contact details (alcohol and drug addiction section): http://www.southafrica.info/services/crisishelp.htm#addiction In association with Dr Gordon Isaacs

8. Substance and process misuse/abuse:Impact on individual and workplace performance Workshops (3 hours or full day) available:Awareness and solutioning for leadersAwareness for agentsRisks and issues for employersCo presented by Dr Gordon Isaacs & Andre David du Toit For bookings please: Telephone: 021 439 5914 or 083 269 5747 Or email: andredt@iafrica.com www.andredaviddutoitconsulting.co.za In association with Dr Gordon Isaacs