A General Manager's Journey from Burnout to Balance

Written by Positive Psychology Leadership Coach | Arrezo Azim

Elias is an accomplished General Manager with a remarkable track record, having single-handedly opened a Fortune 500 store in the Bay Area. He was responsible for hiring top-tier designers and sales managers and ensuring the store's customer service exceeded expectations. During his first year, Elias dedicated himself entirely to running the store, stepping into multiple roles to drive the business forward. His unwavering commitment paid off, and the store regularly ranked as one of the top performers nationwide.

While his achievements were impressive, there was a downside. Elias took on too much, managing nearly every aspect of the store himself, which led to burnout. His team, relying on him to resolve every challenge, was unprepared to handle major issues on their own. In the long run, this created a dependency on Elias and left the staff without the skills to manage big problems independently, ultimately putting both the store and Elias at risk.

A study published in the Journal of Occupational Health Psychology found that over 50% of managers reported experiencing high levels of burnout, with significant implications for their teams and organizational outcomes (Maslach & Leiter, 2016). This statistic is particularly concerning in the retail sector, where managers often juggle multiple responsibilities and high-pressure situations.

When Elias came to me, he was in the early stages of burnout, though he didn’t fully recognize it. He described a relentless exhaustion that persisted despite the countless cups of coffee he consumed and the sleep he managed to get each night. His focus and concentration were slipping, making it increasingly difficult to tackle tasks effectively.

The World Health Organization (WHO) reported that burnout results in a decrease in productivity, costing organizations around $1 trillion annually due to reduced productivity (WHO, 2019). The consequences of burnout extend beyond the individual, affecting team dynamics and overall morale within the organization. For instance, workplaces with high levels of burnout see an increased turnover rate, which can cost companies up to 200% of an employee's salary in replacement costs (American Psychological Association [APA], 2021).

As time passed, his symptoms worsened. He began withdrawing from his partner, showing diminished interest in his employees, and adopting a negative outlook on his future. It became clear that his extraordinary dedication to the store had taken a toll, not only on his well-being but also on his relationships. While Elias had achieved remarkable success, the path he was on threatened to undermine everything he had worked so hard to build.

(To protect my client’s privacy, I have changed their name and identification details.)

Using Appreciative Inquiry (AI), a strengths-based approach, we focused on exploring Elias's experiences and identifying the positive aspects of his journey. Here’s how we applied this approach in our sessions to address his burnout and negative perceptions:

(I will provide excerpts from our coaching sessions to illustrate the initial ideas Elias began to develop for making positive changes in his approach.)

1. Define: Establishing the Focus

In our initial sessions, we defined the core issues Elias was facing, including his feelings of burnout and negativity. We framed these challenges not just as problems but as opportunities for growth and improvement.

• Coach: "Elias, let’s start by identifying the key challenges you’re experiencing. What’s been on your mind recently?"
• Elias: "I feel exhausted all the time, no matter how much coffee I drink or how much I sleep. It’s like I’m constantly running on empty."
• Coach: "That sounds really tough. Can you pinpoint when this exhaustion started to become overwhelming?"
• Elias: "It really hit me after the store opening. I’ve been juggling so much, and it feels like there’s no end in sight."

2. Discover: Identifying Strengths and Successes

We explored Elias's past successes, including the impressive achievements of the store he managed. By reflecting on what he had done well—his leadership skills, dedication, and ability to inspire his team—we highlighted his strengths and the positive impact he had made in his role.

• Coach: "Let’s shift our focus for a moment. Can you tell me about a time when you felt proud of your work?"
• Elias: "When we opened the store, I hired an amazing team, and we ranked as the top store in the country for a few months."
• Coach: "That’s impressive! What strengths do you think helped you achieve that?"
• Elias: "I think my ability to motivate others and my attention to detail really made a difference. I was fully involved in every aspect of the store."

3. Dream: Envisioning a Positive Future

Together, we engaged in a visioning exercise where Elias could imagine a future free from burnout. We discussed what a balanced and fulfilling life would look like for him, focusing on his values, passions, and the kind of leader he aspired to be. This helped him reconnect with his purpose and dreams.

• Coach: "Let’s imagine your future without burnout. What does that look like for you?"
• Elias: "I see myself having time for my family and hobbies, not feeling overwhelmed by work, and being present for my team."
• Coach: "That sounds wonderful! If you had a magic wand, what changes would you implement immediately?"
• Elias: "I’d delegate more tasks to my team and set clear boundaries. I want to be able to take a vacation without worrying about everything falling apart."

4. Design: Creating an Action Plan

We collaboratively designed actionable steps to help him navigate his burnout. This included setting boundaries at work, incorporating self-care routines, and fostering stronger connections with his team. We also identified specific goals that aligned with his values, ensuring that each step felt meaningful and achievable.

• Coach: "Now that you have a clearer vision, let’s design an action plan. What are some concrete steps you can take?"
• Elias: "I could start by delegating more tasks to my team and setting aside specific times for myself."
• Coach: "That sounds great! How can you ensure you stick to that plan?"
• Elias: "Maybe I could set a weekly meeting to check in on delegated tasks and see how my team is managing."
• Coach: "Excellent idea! What about scheduling time for self-care? How can you make that a priority?"

5. Destiny: Implementing Change and Sustaining Momentum

As Elias began implementing the changes we discussed, we focused on sustaining momentum. We celebrated small victories and reflected on what was working well, reinforcing his sense of accomplishment. By encouraging him to share his successes and challenges, we created an ongoing support system to keep him accountable and motivated.

6. Positive Reflection: Cultivating a New Mindset

Throughout our sessions, we practiced reframing negative thoughts and perceptions. We shifted the narrative from “I’m overwhelmed” to “I’m learning to balance my responsibilities.” This positive reflection helped Elias develop a more optimistic outlook and foster resilience in the face of challenges.

• Coach: "Let’s take a moment to reflect. What positive changes have you noticed in yourself since we started this process?"
• Elias: "I feel more in control and have been able to spend more time with my family. I even went hiking last weekend!"
• Coach: "That’s wonderful! How can we reframe any negative thoughts that arise moving forward?"
• Elias: "I guess when I think, ‘I can’t handle this,’ I could reframe it to, ‘I’m learning to delegate and trust my team.’"
• Coach: "Exactly! That shift in mindset can make a huge difference. How can you remind yourself of that in challenging moments?"

Through this Appreciative Inquiry process, Elias not only gained insights into his experiences but also developed practical strategies to combat burnout and foster a more positive mindset. This approach empowered him to recognize his strengths and take ownership of his journey toward well-being.

Strategies for Change

Here are some of the strategies Elias developed, along with additional insights not covered in this excerpt:

• Delegating tasks to his team to empower them and foster a collaborative environment.
• Taking at least two full days off to recharge and prioritize his well-being.
• Meal-prepping to ensure he maintains a balanced diet, preventing stress-induced overeating or undereating.
• Incorporating regular gym sessions, aiming for 4-5 times a week, either before or after work to boost his energy and focus.
• Shifting his approach to guide his employees rather than completing tasks for them, fostering their growth and independence.
• Implementing monthly workshops with his team to teach new skills, enhance their capabilities, and improve store sales.

These proactive measures reflect Elias's commitment to creating a healthier work-life balance and a more effective team. By embracing these changes, he is not only addressing his burnout but also laying the groundwork for sustained success in his role as a leader.

The article explores the case of a client of mine, Elias, a General Manager who achieved significant success in opening a Fortune 500 store but ultimately faced burnout due to overwhelming responsibilities and a lack of delegation. As Elias began to experience exhaustion and withdrawal from personal relationships, he sought coaching to address his challenges. Utilizing the Appreciative Inquiry approach, the coaching sessions focused on identifying Elias’s strengths, envisioning a positive future, and creating actionable steps for improvement. Key strategies included delegating tasks, prioritizing self-care, and fostering team independence. The article highlights the importance of recognizing burnout and implementing sustainable practices to enhance well-being and leadership effectiveness.

About Me

I am a certified positive psychology coach helping high-achieving individuals navigate the complexities of their personal and professional lives. Drawing from my journey as a business owner who has experienced burnout, I understand the challenges of forgetting to take care of yourself in pursuit of something greater and the toll it can take on mental health and relationships. My mission is to empower clients like Elisa to embrace burnout, celebrate their successes, and find fulfillment in both their work and personal lives. Book a FREE consultation and let's see if we're a good fit to work together.