How bosses can help troubled employees

By Fred Ouma

ALTHOUGH work may not be the happiest place for many people, an employee who is feeling down deserves help with overcoming whatever is bothering him or her.

Therefore, a manager’s ability to read employees’ states of minds is one of the most important elements of running an efficient business.

Fatmah Nabukalu, a senior human resources consultant with Exquisite Solutions, says one of the most important things a boss can do to help a discouraged worker is to first notice the problem.

“This may seem strange because it is often difficult to notice an employee who needs help or special attention,” she says. “Finding out that there is a problem is important. Having open and free communication with your workers will make this easier.”

Nabukalu says if workers feel comfortable talking to their bosses, they may tell them about a troubled colleague.
After finding out that one of your workers is discouraged, the next step is to approach the employee, but how? This depends on the kind of manager you are. If your employees are comfortable with you, it will be easier.

Although this does not often come to mind, research shows that most of the things, which bother employees, are not work-related. It is more common for a personal, home or family problem to negatively affect a worker than anything in the workplace.

So, experts suggest that when approaching an employee, a boss should be compassionate and not abrasive.

If the employee does not want to talk to you, then there is nothing you can say or do to change that fact. However, in most cases when a worker is presented an opportunity to discuss what is bothering them, they will jump at the chance.

Patrick Okee, a workplace researcher with Real Surveys, says: “Employees rarely get the opportunity to discuss non-work matters with their bosses, yet they often look at their bosses and managers as sources of wisdom and guidance.”

Okee says if workers look up to a boss, the boss should let them speak and listen compassionately.

“Avoid putting a timeline on how long you talk to your worker, even if their story or problem starts becoming long and winded. It is for the best results that you let them finish,” he advises.

Silvia Nandera, a human resources and management consultant with The Point, agrees that if an employee is given a supportive ear and a place they know they can speak, especially with their boss, they will feel better.

By helping the employee work through their problem, Nandera says you are doing the employee and yourself a great service. “Be non-confrontational when talking to the employee. Never say something like ‘I’ve been hearing that you have some personal issues and this is starting to affect other people.”
She says such statements hurt discouraged employees more and make them feel hopeless.

Nandera says a boss should be gentle and inviting so that the employee feels comfortable talking to you. “You want to get the worker to discuss his or her issue, not push them further from your workers,” she adds.

However, most of this advice applies to less severe or manageable problems.
Abdul Kibuuka, the former head of human resources at Shell, says when dealing with a powerful or severe issue, the strategy should change. If you notice that your employee is down or is having a deep personal or family issue, Kibuuka suggests offering the employee a day off or two to sort it out.

“This can sometimes be more effective as it gives the worker an opportunity to get everything together. Often, the employee will come back feeling better,” he says, adding that this may be a good time to ask the employee if he or she would like to see a company counsellor.
“Always remember to ask if the employee would like counselling, do not simply demand that they go.”

All the above advice deals primarily with a family or non-work related issue. While these can often be more difficult to resolve, they are less damaging to the workplace structure. An issue at work or with another employee can be easier to resolve, but more damaging.

Experts say employees need to speak their minds without being intimidated and managers need to become more specific in treating whatever is bothering each worker.

Regardless of what is bothering employees, help them through it and allow them to regain full functionality at work.

“A down or discouraged employee puts a drain on an entire company,” says Nabukalu. “As a boss, you should feel a personal obligation to help your workers regardless of financial or company matters.”

Okee says smooth communication at work is the key to restoring hope among discouraged employees.

“If a boss takes a few minutes to help a discouraged worker, most problems will be resolved quickly, a better relationship will be built between the boss and the employee and the entire workplace will be a better and friendlier environment,” he concludes.