As leaders, we understand that our team members are more than just employees—they are individuals with complex lives outside of work. While we strive to create a positive and productive work environment, our team members may inevitably face significant issues in their personal lives. So, what can a leader do to support team members when they’re navigating significant challenges outside of work? This week, I explore practical strategies for supporting and guiding team members through difficult times with empathy, compassion, and understanding. The following is based on my lived experience as a leader and manager and what I experienced from my (effective) managers and leaders. I hope it is of value to you, especially if you are a first-time manager and finding your way through the journey.
Create a safe and supportive environment
First and foremost, it is essential to create a safe and supportive environment, BEFORE it is needed, where team members feel comfortable sharing their challenges without fear of judgment or repercussion. Foster open communication and trust within your team and let your team members know you are there to support them.
Practice active listening
Active listening is a skill that needs to be nurtured like any other. When a team member approaches you with personal challenges, this is the time to practice active listening. Give them your full attention, show empathy, and ask clarifying questions if appropriate. Resist the urge to jump in with solutions or advice right away; instead, focus on understanding their perspective and offering a compassionate ear.
Offer flexibility
Recognise that team members facing personal challenges may need flexibility and accommodations to manage their workload effectively. Be willing to adjust deadlines, redistribute tasks, or offer remote work options if possible. Empower your team members to prioritise self-care and focus on their well-being without added stress or pressure.
Resources and support
Connect team members with relevant resources and support networks to help them navigate challenges. These may include employee assistance programs, counselling services, community resources, or support groups. Offering practical assistance and guidance demonstrates your commitment to supporting their holistic well-being. I also highly recommend managers take a mental health first aid course. Super valuable.
Set boundaries and expectations
While it is essential to be empathetic and supportive, it is also crucial to set boundaries and maintain expectations for performance and professionalism. Communicate clear expectations regarding work responsibilities and deadlines, but be flexible and understanding when necessary. Strike a balance between compassion and accountability to ensure the well-being of your team members and the team as a whole. This one can be tricky, and many first-time managers struggle with it. So, seek assistance from your manager, human resources, or a mentor to walk you through how you might do this. Practice this before the situations arises because if you are a leader with people, situations will arise, so practice early!
Lead by example
As a leader, demonstrate empathy, compassion, and resilience in your actions and interactions. If appropriate, share your experiences of overcoming personal challenges to create a culture of openness and vulnerability within your team. Show that it is okay to ask for help and that asking for support is a sign of strength, not weakness.
Follow-up and check-in
Follow up regularly with team members facing personal challenges to see how they are doing and offer ongoing support. I think it is important to ask them how often they would like you to follow up as part of the boundaries conversation and set these expectations. Ultimately, though, make sure you have a follow-up in place one way or another. Check-in with them individually, either in person or virtually, to see if they need additional assistance or accommodations. Let them know you are there for them and their well-being is prioritised. Sometimes, that is all a team member might be looking for.
Respect confidentiality
Respect the confidentiality of team members’ challenges and only share information on a need-to-know basis. Maintain confidentiality and privacy when discussing sensitive issues, and refrain from gossip or speculation. Create a culture of trust and discretion within your team, where team members feel safe sharing personal challenges without fear of judgment or privacy breaches.
This is a rookie mistake that we have all made at one time or another, I am sure. It is usually well-intentioned, as we might think that letting other team members know the situation will help them accommodate their affected colleagues. However, this is a no-go zone unless we have the explicit approval of the person and, even then, use discretion.
Final thoughts
Navigating personal challenges can be overwhelming and stressful for team members. Still, with the support and understanding of their leaders, they can weather the storm and emerge stronger on the other side. By practising some or all of the above, leaders can effectively support their team members through difficult times with empathy, compassion, and care. If we are serious about work-life integration, diversity and inclusion, retaining talent and providing an environment where people bring their best, then we need to lead with empathy and compassion and create workplaces where team members feel valued, supported, and empowered to overcome personal challenges and thrive both personally and professionally.
And as always, if you invest in yourself, the rewards will be unfathomable.
Until next time.
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