Have you noticed an increase in partial absences since permanent remote work came into effect?
A friend of mine, Lisa, manages a team of about 50 call centre staff in the insurance industry. It’s always been a relatively tough gig hearing people’s stories of trauma related to their claims. Lisa said that when everyone is in the office, it is easy to spot someone affected by their interactions with clients. And even if it is busy, a co-worker can lean over, touch their hand, and give an empathic, heart-felt and warm smile – mouthing, “are you ok?”
For more seriously impacted team members, an intervention with a quick walk outside to debrief and support stress regulation was easy to do.
Now teams are working from home, without the visual cues or ability to pick up the energetic vibe, her people are struggling to self-regulate and recover from challenging or confronting calls alone. When this happens, what follows is an email or sms saying, “I’m not feeling well – I’ll be back tomorrow”.
This communication can be seen as a cue to indicate that something is going on with this team member. Stress builds and manifests in the body as pain and discomfort. It may be back pain, stomach issues or headaches.
Given the state of the world right now, some of these stressors may not be work related – home schooling while working, isolation, concern about family members who are ill, job loss etc all add up.
So what can we do to support our people? We can’t be there all the time to nurture and support them through every challenge. Even creating a buddy system, while helpful, effects business capacity and productivity and its unlikely the buddy will be equipped to help effectively – this could cause further stress.
Typical ways to recover from a stressful incident include:
- Deep Breathing
- Labeling emotions
- Going for a walk
The tricky part though is that we forget to use these tools in the heat of the moment. Did you know there’s an app that can help? It’s called Driven.
Driven is a resilience coach accessible 24/7.
The app can be used in these moments of stress to help your team members calm down and regain their composure by walking them through a quick chat sequence that asks questions and gives short exercises – it takes just a few minutes. The video below demonstrates.
Driven is an AI based resilience coach that is always there when you need it, and never judges. It has a friendly chat interface and over 200 skills to build resilience and support people to meet their goals. All of them – business and personal.
From an organisation perspective it also helps you track the general mood of your people and provides insight into the pressing areas of concern affecting people in your care.
If this resonates with you and you’d like a demo on how Driven can be used to support your team, book in with me for a chat.
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