10 Steps to Help Employees Process Difficult Situations

When employees struggle to process difficult news, they look to their leaders to respond in some way – both from the top of their organizations as well as from their own manager.

It can be difficult to find the exact right words, but saying nothing communicates something as well – and can be seen as insensitive.

Setting the Tone From the Top

Setting the tone from the top is critical, with leaders and managers demonstrating that they care about the emotional well-being of all those impacted by the crisis.

When company operations are affected, leaders should go even further to inform the global workforce on the well-being of their colleagues, providing whatever information is available about employee safety and committing to ongoing communication about operations.

Managers Play a Role Too

Managers should also create opportunities for dialogue with those employees who are affected to provide support and demonstrate that they care.

This communication is not about making any sort of political statement, but instead creating a safe and inclusive environment.

As I’ve shared many times in recent years, I believe leading with a “Heart First” approach – demonstrating empathy, humanity, and authenticity as a leader – is the key to building an exceptional workplace culture.

Each new crisis is an opportunity to demonstrate that transformative approach.

As you review the suggestions that follow, keep in mind that everyone’s experience and coping mechanisms can vary, so an individual approach to each person who may be in distress is important.

1. Open an opportunity for dialogue. You know best who to start with as you prioritize these conversations. Think about who might be most impacted by the crisis, or who might have the strongest feelings. Sometimes just opening up an opportunity for dialogue can go a long way as well. Say, “I want to open up some dialogue with you about _____.”
2. Create a safe and supportive space for them – Assure your employee that this is a safe space to express any and all emotions, which are valid.
3. Listen actively – This allows the person to talk in any direction they choose and share their feelings about the crisis. Be present and attentive, showing that you care about their well-being.
4. Validate their emotions and be empathetic – Show genuine empathy by acknowledging their feelings and letting them know you understand their perspective. Let them know it is natural to have a range of emotions in difficult situations.
5. Listen more. Ask, “What else?”?“What else are you thinking about here?”? Help your employee process everything in their heart and head.
6. Provide reassurance – Offer reassurance that they are not alone and that you are there to support them. Let them know their well-being is a priority for you. Also, this might be the right moment to clearly communicate that all are welcome at your organization and that your organization does not tolerate religious, racial, or sexual discrimination of any kind.
7. Ask, “How can I be most helpful to you right now?”?That is one of the most powerful questions you can ask as a leader. Be quiet and wait for an answer if your employee has one.?If not, mention that your intention is to help and that they can come back to you with an answer when they have one.
8. Share information about resources to help them. Make sure to know what support is available in your organization such as the Employee Assistance Program, counseling services, or community programs.
9. Collaborate on a plan of action. Work together to develop a plan to address the situation. Be flexible, if needed. Suggest a different work schedule, if that would be helpful, or a day off for rest or to just get away. Encourage self-care. Make clear that during challenging times, self-care is critical. Encourage them to engage in activities that promote well-being. Collaborating on a plan will empower the employee and give them a sense of control of the situation.
10. Maintain regular check-ins. Follow up and check in regularly to see how your employee is doing, especially when employees have shared specific concerns.?Ask whether they need further assistance.?Let them know that you are available for ongoing support.

Access these insights and more in my new 10 Steps to Help Employees Process Difficult Situations Quick Guide download by clicking the image below.

About David Grossman:

I’m Founder and CEO of The Grossman Group, an award-winning Chicago-based communications consultancy focusing on organizational consulting, strategic leadership development, and internal communications.

For more than 30 years, I've counseled leaders on the importance of effective leadership communication to drive employee engagement and business results and served as a thoughtpartner? to top organizations including Abbott Laboratories, Amazon, Amsted Industries, Hillrom (now part of Baxter), Johnson & Johnson, Lockheed Martin, McDonald’s, Microsoft, and SC Johnson, among others.