Empathy Is a Verb: 9 Tips for Emotional Support in the Workplace

A British clinical psychologist once said, “Empathy is like a universal solvent. Any problem immersed in empathy becomes solvable.” This emphasizes how empathy helps us connect with others, understand different perspectives, and find solutions together, especially in high-pressure environments like contact centers.

In contact centers, employees face unique challenges that require professional skills and robust emotional support. Having someone to lean on can help navigate challenges and maintain well-being. We’ll explore practical ways you can offer such support and highlight the many advantages of creating a collaborative work environment.

How Can I Help? Ways to Provide Support at Work

There’s a gap between what companies do and what employees need for mental health. Although 81 percent of workplaces have increased efforts to support employee mental health since the pandemic, 1 out of 3 employees still feel their company doesn’t provide enough help.¹

This highlights the importance of going beyond mere acknowledgment and actively addressing emotional support in the workplace. Recognizing this need prompts us to explore ways to provide emotional support at work.

1. Tune into Your Thoughts and Feelings

Understanding your emotions is knowing them. Take some time each day to ask yourself how you’re feeling.

Do your feelings affect how you act at work and get along with co-workers?
Do you ever notice that when you’re feeling down, it makes it harder to communicate clearly?

Self-awareness allows you to approach challenges with a clearer mindset. You can identify when your emotions might cloud your judgment and take steps to address these biases. When you’re aware of your emotions, you become more empathetic towards others’ feelings. This helps you to connect on a deeper level with colleagues who may be experiencing challenges or stress.

2. Keep in Regular Communication

Talking to your coworkers is a great way to get along better and work together. Start by saying hi to your coworkers when you meet them. Make an effort to acknowledge their presence. Ask about your coworkers’ well-being and how their day is going. Pay close attention to what they are saying.

Don’t forget to maintain eye contact during conversations to show respect. It’s also important to set up effective communication methods for team members. For example, using an employee chat app can help quickly share information and support among team members, keeping everyone connected and improving teamwork and customer service.

Also, scheduling regular weekly meetings can create a structured opportunity to discuss challenges, share ideas, and build stronger relationships among team members in a supportive environment.

3. Acknowledge the Difficulties They Face

Pay attention to your environment and observe if a coworker seems to be having difficulty. Contact center agents are particularly susceptible to emotional abuse and trauma due to the high-stress nature of their roles.

When you see them facing a challenge, you can offer assistance by asking how you can help. For instance, if a new colleague joins your contact center, consider the challenges you faced when you started.

Drawing from your own experience, offer to role-play challenging customer interactions with them or provide insights on de-escalation techniques that have worked for you. This proactive support helps them settle in smoothly and builds their confidence, improving their ability to handle difficult situations.

4. Listen Attentively

When we’re preoccupied, it can be difficult to listen well. Avoid planning your response while someone else is talking to save time. If a coworker is venting frustrations about their workload or difficult customer interaction, practice active listening by giving them your full attention.

Maintain eye contact to show you’re engaged, and ask clarifying questions to understand their concerns. When you focus on their words and nonverbal cues, you can empathize with their situation and offer support or helpful suggestions to resolve their issues.

5. Avoid Jumping to Conclusions

We all have unconscious biases and might make quick judgments based on past experiences or preconceived notions. While it’s natural to have these tendencies, it’s important to recognize and set them aside. For instance, if someone is often late, you might assume they’re disorganized.

But they could also be facing personal challenges. Instead of jumping to conclusions, communicate with them to understand their situation and offer support if needed.

6. Show Appreciation by Acknowledging Others

Regularly acknowledging accomplishments can fuel motivation, making hard work feel rewarding and appreciated.

If an agent consistently handles difficult customer calls with professionalism and efficiency or when a team member takes on extra shifts to cover your time off, recognizing their efforts with a simple acknowledgment or a shout-out during team meetings can make them feel valued and motivated.

7. Share Helpful Advice and Suggestions

Use your company experience and job duties to guide and help other team members. Here are some tips to help you give effective advice:

Ask: Before offering advice, make sure it’s something your coworker wants.
Be kind: Avoid judging your coworker and give advice that is kind and helpful.
Be honest: Honesty ensures your advice is genuinely helpful.
Listen: Pay attention to what your coworker says and how they respond to your advice.
Collaborate: Work together to find a solution to the problem.

Helping colleagues grow is a great way to boost everyone’s success. One way to do this is by offering constructive feedback. This kind of feedback points out areas for improvement in a helpful way, allowing your colleagues to learn and develop their skills.

For instance, if you notice a coworker frequently forgetting to log important details in the customer interaction system, give them constructive criticism by saying:

“I’ve noticed that sometimes important details aren’t logged after calls. To keep things accurate, I’ve started taking quick notes during calls and then entering them immediately after. Maybe this could help you, too.”

This feedback helps them understand the criticism in a positive and practical way, making it clear that the intention is to support their improvement rather than criticize their mistakes. It also provides a concrete solution they can try, which can make the feedback more actionable and easier to implement.

8. Build a Connection by Getting to Know Someone Better

Building strong relationships with your colleagues is important for creating a supportive and collaborative environment. Learning about their interests gives you topics to discuss during daily interactions and helps you understand them better. This makes it easier to work together and trust each other.

Here are some examples of how you can get to know each other better:

“Do you have any hobbies you enjoy in your free time?” Ask about hobbies or activities outside of work.
“How do you approach resolving customer complaints that require a quick resolution?” Discuss shared experiences or challenges at work.
“What brought you to this company?” Ask about their career path or previous roles.
“What kind of work tasks do you find most fulfilling?” Talk about preferences in terms of work style or environment.

9. Do a Small Act of Kindness

In busy and demanding contact center environments, acts of kindness are like bright spots in the day. They lift spirits, improve morale, and create a sense of unity among colleagues. These small gestures can make the work atmosphere more positive and supportive, especially in fast-paced and sometimes stressful settings.

Here are some examples of acts of kindness for your team members:

Bring in donuts: Surprise your team with a treat to begin the day on a positive note.
Get everyone coffee: Offer to pick up coffee for your colleagues to show appreciation.
Submit positive feedback to the manager: Recognize a colleague’s hard work by sharing positive feedback with their supervisor.
Take a colleague to lunch: Invite a coworker to lunch as a gesture of camaraderie and appreciation.
Leave a kind note on their desk: Write a thoughtful note to express gratitude or encouragement.

BUILDING A SUPPORTIVE AND COLLABORATIVE TEAM STARTS WITH THE RIGHT PEOPLE—START WITH SALEM SOLUTIONS

At Salem Solutions, we understand the importance of supportive work culture in the contact center. industry. Whether you’re an employer searching for dedicated team members who excel in high-pressure situations or a contact center professional seeking your next rewarding opportunity, we’re here to help.

Our personalized solutions are designed to match skilled candidates with employers who value their well-being and growth. Reach out to us now to discover more ways we can help you.

Reference

1. “From Actions to Outcomes – Employee Wellbeing in a Global Workforce, Deloitte UK.” www.deloitte.com/uk/en/services/tax/research/from-actions-to-outcomes.html.