| Jarik ConradConrad Consulting Group LLC | Mike Grogan Managing Partner, Jacksonville office of Allen, Norton & Blue | Suzi Lemen Chief Executive Officer, Dynamic Corporate Solutions Inc. | Cyndi Rooks Senior Manager, Employee Relations, Jacksonville Aviation Authority | |
| How often do employees react inappropriately to stress in the workplace? | Early in my career, while I was working as a human resources manager, I got a call one morning from an employee that informed me she was at home with a gun to her head. As you might imagine, her stress quickly became my stress. Most people won’t get this type of call. Despite what we see on the news, horrific cases of workplace violence, or extraordinary breakdowns like that of the JetBlue flight attendant, are relatively rare. Employees, however, face several moments each day “when intellect and emotion collide.” For many individuals, emotion frequently wins the battles, causing them to react before thinking. By the way, the young lady did not pull the trigger. | How often do volcanoes erupt? It is a rare rather than constant occurrence, but it does happen. People have been facing the challenge of the “slings and arrows of outrageous fortune” long before Shakespeare’s Hamlet. | It is fairly common for employees to react inappropriately to stress in the workplace. There is a wide continuum of reactions however. Extreme cases where the employee “loses it” are rare. Employees commonly send terse e-mails, may yell or cuss at co-workers or managers. Others may react in non-verbal ways, such as isolating themselves, not coming into work or escaping through wasting time at the workplace. | I would say at least 30 percent of the time. It could be higher. |
| Is the stress worse during a recession? Why or why not? | One of the major sources of stress for many people is finances, so the current economy is certainly a stressor, particularly for those who have suddenly found themselves out of work. Even for those individuals who are doing well, uncertainty about the long-term economic outlook is a definite source of stress. The result is often social withdrawal, substance abuse and relationship conflicts. The effects on the body include everything from a headache to heart disease. | Yes. Stress is worse during a recession. We face the constant reminder of higher unemployment, lack of job opportunities and debt exceeding income and reserves. Keep in mind that stress is part of life. Famine, pestilence, war and death also contribute to stress. | Certainly stress is worse during “stressful times.” Recession affects families. Spouses may have lost jobs. People have money worries. Other stressful times affect the workplace as well. Divorce, death of a loved one, illness and child and teenager issues are some of the many factors that affect the stress level of workers. Add that on to work sites with fewer workers and more work and you have a volatile situation. It’s hard to concentrate on your work with problems at home, which are common during a recession. On top of that, our workplaces are very stressful with volumes of work and fewer workers. | I believe workplace stress in the recession is worse. Some of the most visible causes of workplace stress are job insecurity. Reorganizations, mergers, downsizing and other changes have become major stressors for employees as companies try to survive. These reformations have put demands on everyone. There is a high demand for performance. Employees going through personal or family problems tend to carry their worries and anxieties to the workplace. |
| How can employers prevent inappropriate or dangerous reactions? | • Treat all employees fairly and with consistency. • Train managers on how to recognize and diffuse potentially dangerous situations. • Ensure that managers are visible and accessible, particularly during challenging times. • Invest in team-building or relationship-building activities. • Providie resources for employees to help them reduce stress, such as fitness center memberships, spa gift certificates, days off, family days, etc. | Do not ignore volcanoes. Develop disaster plans and train staff to take appropriate action. Encourage staff to report concerns to management. Communication and training are key. Be proactive, not reactive. Recognize and resolve problem situations. Keep it professional, not personal. Avoid the “ready-fire-aim” reaction. Do we have a policy? Is there backup support? Is there an employee assistance program available for confidential counseling? | Employers need to be keenly aware of the stress level of their employees. It is important to know about your people and their outside lives. Showing interest in families and the life of employees creates an atmosphere of caring and concern. Ensuring that workloads are not unreasonable is another area that employers should monitor. Sticking your head in the sand will lead to dangerous situations Get out and talk to your employees and see how they are doing, both personally and professionally. | Training is important. Leadership needs to be trained to deal with orchestrating constructive criticism and to recognize volatile employment situations. They need to recognize individual needs of each employee and the unique situations they are experiencing. Offering an employee assistance program and encouraging employees to use it when the manager sees the employee is under stress and not coping appropriately. |
| What’s the most effective response by a stressed employee when confronted with a difficult situation, customer, co-worker or supervisor? | The real work actually happens well before the incident. During the incident, or at the point “when emotions and intellect collide,” make sure you: • Avoid reacting immediately, if possible. • Stay in tune with your emotions. • Read the emotions of the people with whom you are interacting. • Focus on the issue, not the individual’s personality. • Try to keep things in proper perspective. | Charlie Chaplin’s great song said it best. SMILE. Keep your cool. Focus on civility and professionalism. Do your job. | Employers need to provide training to their employees and supervisors to react professionally to difficult situations. When employees and supervisors have tools that they are trained to use, they have much less stress in their lives. Customer service training skills include use of various techniques to defuse angry customers. These same techniques can be used by the employee at home as well. One technique everyone should use is to count to 10 before reacting when angry. | Take a step back and evaluate the situation, don’t take it personally and pay attention to your feelings. Use a self-regulating strategy to remain calm. Excuse yourself and have a colleague or supervisor join the conversation. |