In my interview with one of the psychologist experts in my series about how to set and implement priorities, Dr. Michael Seskin and I agreed that in general, most people in the U.S. are ill prepared to handle emotions, and employees who become emotional, in the workplace. This shortcoming has been highlighted by the recent economic downturn, which has thrown a monkey wrench into millions of lives and resulted in chaotic emotional situations that cannot be confined to non-working hours.
Perhaps the silver lining to this cloud is that the need to treat employees as human beings with feelings and emotions that must be addressed now is on the table. Organizations are going to have to start dealing with the fact that people need to be able to go to someone in the workplace with their concerns, anxieties, and fears. Because first-line supervisors interact and work with employees constantly, they are the most logical people to whom workers turn when they (employees) are distressed or have difficulties. In this sense, Dr. Seskin says, the supervisors are like first responders. Unlike fire fighters or police officers or emergency personnel, who receive extensive training before they go out on the job, however, supervisors often find themselves ill-equipped to handle workplace challenges and difficulties. Their organizations simply fail to provide them with the tools necessary for them to be effective, especially when they must manage employees who are in distress. In that sense, organizations are failing both employees and supervisors.
So what should management do to ensure that their workplace first responders are ready to rise to the challenge at a moment’s notice? Here are four suggestions to get started:
1. Create an environment that encourages openness to dialogue and discussion.
Employees need to be able to express their concerns in appropriate ways, and to be referred to resources where they can receive assistance. People who are preoccupied with fears and anxieties cannot possibly be productive workers, so it is in employers’ best interest to help them address the issues that are diverting their attention. Make sure your supervisors know how to create an environment in which employees feel it is safe to ask for help.
2. Ensure that supervisors have the tools they need to be successful.
It doesn’t make sense to dispatch emergency first responders who are untrained or who lack the necessary equipment, yet many organizations take an equivalent action when they fail to properly equip their supervisors. My experience is that training for supervisors often ignores or minimizes the human aspects of the workplace. Though supervisors are not counselors or therapists, they should learn how to address a variety of emotional states appropriately and effectively. When faced with a situation that goes beyond their expertise, they need to know what resources they can bring to bear to help the individual – e.g., referral to an employee assistance program (EAP).
3. Provide specific training in active listening.
Supervisors’ abilities to listen effectively to people’s concerns and struggles and to respond appropriately are critical to organizational success. Developing the capacity to listen creates an environment in which we acknowledge one another as human beings rather than as “resources” through which goods and services are provided. In order to evaluate a situation accurately, first responders must be able to process, assess, and address what they hear.
4. Establish on-going support systems for supervisors.
I do not know of any individual who automatically became an expert in how to manage people when he/she was promoted to a supervisory position. Nor do most people retain skills without using them. Management should institutionalize developmental opportunities for supervisors that go beyond training – e.g., create a mentoring program, provide one-on-one coaching, or develop networks across the organization. These programs help supervisors at all levels, not just those who are new to management.
Employees are key to organizational success. Supervisors interact most closely with workers and are best positioned to intervene quickly when things go awry. What are you doing to support your workplace first responders?
© 2010 Pat Lynch. All rights reserved.
