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You can carry it. You just cannot carry all of it. The hardship advisor who takes a call with someone who is feeling suicidal, then answers the next call a few minutes later. The HR partner who delivers six redundancies before lunch. The family lawyer whose client cries in every meeting. They are good at...
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“Be more resilient” was never a plan. For a decade, resilience training was the default answer to workplace stress. Teach people to bounce back. Run a session on mindset. Hand out the wellbeing app. It made sense when the problem was framed as individual. It makes less sense now that the law frames it as...
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Nobody is trained for the moment someone cries in a meeting. A team member breaks down in a one-on-one meeting. A customer goes from calm to furious in a sentence. A colleague says, quietly, that they do not see the point anymore. Most people respond in one of three ways. They brush it off. They...
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Both are good. They are not the same thing. Mental Health First Aid has trained more than a million people globally and it does what it says: it teaches people to recognise the signs of mental health problems and guide someone towards help. CALM Conversations does something different. It trains people to hold the conversation...
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The hardship call is never just about money. Behind the missed repayment there is a diagnosis, a redundancy, a separation, a gambling problem, a death in the family. Hardship advisors know this. They hear it every day. What they often do not have is a way to respond to it that keeps the customer safe,...
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The script ran out three sentences ago. A customer calls about a missed payment. Two minutes in, it is not about the payment. It is about the job they lost, the partner who left, the kids they cannot feed. They are shouting. Then they are crying. Then they say something that stops the room. Scripts...
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