3 Powerful Steps to Nurture Your Team’s Emotional Wellness

I recently came across a real-life scenario that highlights a common disconnect in leadership. An empathetic leader attempted to boost an employee’s morale through “positive reinforcement.” While well-intentioned, is this approach enough when our employees are not just dealing with data, but with real, emotional human beings?

Here’s the scenario:

An industry hiccup led to a surge in upset customer calls. The leader shared, “This glitch is causing only 15% of these calls, while 85% of our customers are not experiencing this issue.” However, it’s crucial to recognize that those 15% calls are what the employee faces day in and day out. When exhaustion sets in, sharing such statistics, even well-intentioned praise about overall Net Promoter Score and Customer Satisfaction scores, can ring hollow.

What needs to change:

Our people are not clueless. They feel scared, tired, and often frustrated when handling dissatisfied customers, 75-90% of their day. Presenting more facts and figures won’t resolve their emotional struggle. What they need is for leaders to provide an 𝗲𝗺𝗼𝘁𝗶𝗼𝗻𝗮𝗹 𝘀𝗼𝗹𝘂𝘁𝗶𝗼𝗻 𝘁𝗼 𝘁𝗵𝗲𝗶𝗿 𝗲𝗺𝗼𝘁𝗶𝗼𝗻𝗮𝗹 𝗽𝗿𝗼𝗯𝗹𝗲𝗺𝘀.

The key to motivating employees goes beyond data. It lies in making them feel seenunderstood, and genuinely supported. As leaders, we have an opportunity to bridge this gap by adding solution oriented value to the human factor.

How can leaders better support this?

1️⃣ Voice and List Emotions – Encourage your team to express their feelings. Are they tired, scared, overwhelmed? Open up a dialogue and acknowledge the impact each emotion can have on their well-being and performance.

2️⃣ Sort Out Emotions – Tackle these emotions collectively. Identify what aspects can be controlled, influenced, or are outside of our control. By understanding this, we can develop effective strategies to address them.

3️⃣ Take Action – Collaboratively decide on concrete steps. Determine the necessary actions, clarify who will take the lead, who will participate, and establish clear timelines for completion.

Let’s move away from bombarding employees with data and expecting them to soldier on. Instead, let’s equip them with the emotional tools needed to navigate emotional challenges. It doesn’t have to be complicated; it’s rooted in empathy, understanding, and taking decisive action.

Isabelle Lacroix-Vienneau is the founder of ILV Consulting.

With over 20 years of experience in B2C industries like contact centers and the corporate world, She has achieved exceptional results through effective collaboration, from helping to increase employee engagement to winning awards for business excellence and more.