Supporting Employees through Personal Crises: A Leadership Guide
Have you ever encountered a co-worker going through a personal crisis and felt unsure of how to help?
Or perhaps you’ve experienced a crisis yourself and understand what it’s like. In every workplace, employees inevitably face personal crises, whether it’s the loss of a loved one, health challenges, or other significant life changes.
Although it may not be explicitly stated in the job scope, it’s part of a leader’s role to know how to respond, rally the team, and adapt when a team member is struggling.
How leaders and teams respond in these moments can profoundly impact an individual’s recovery, morale, and overall workplace culture.
A person facing a personal crisis can either feel supported or like a burden to the team. It’s crucial to ensure they have the necessary support to thrive.
Here’s how leaders can offer meaningful support and how the team can step up to help.
1. Lead with empathy and understanding
Leadership during a personal crisis starts with empathy. Leaders must take the time to genuinely listen and understand what the employee is going through without prying out of curiosity for personal interest.
A simple “How are you holding up?” shows you care. Being approachable, creating space for the employee to share at their own pace, and offering a non-judgmental conversation can make all the difference.
Saying ‘You can always talk to me’ shows you’re willing to listen and be there for them. We spend the majority of our lives at work, and those we spend the most time with should offer support in any way they can. It doesn’t take much to lend a listening ear.
Action point for leaders: Train yourself and your team to practice active listening. Sometimes, just allowing someone to talk is the support they need.
Here is a blog on empathy and work you can use to help.
2. Offer flexibility in working hours
In times of crisis, the last thing employees need is pressure to maintain their regular performance or working hours. Offering flexible working conditions, whether it’s remote work, adjusted hours, or time off, can help them manage both their work and personal responsibilities.
Employees in crisis want to feel like they can contribute as well and allowing them to do so with these adjustments can help them gain control over their working circumstances and feel like there’s a level of normality in their lives.
Action point for leaders: Make sure your policies allow for emergency leaves, mental health days, or other accommodations, and ensure employees feel comfortable using them. Allow them to feel they have the right to utilise these benefits.
3. Connect them to resources
Often, employees aren’t aware of the support systems available to them, such as employee assistance programmes (EAPs), counselling, or other professional services. Leaders can play a key role in bridging this gap by informing employees of these options and encouraging them to seek help if needed.
Action point for leaders: Regularly communicate the mental health and crisis resources your organisation offers and foster an environment where seeking help is encouraged. Be someone who leads by example and walks the talk. You can read more about the importance here.
4. Engage the team for collective support
A team can often be the greatest source of support during personal challenges or the biggest stressors. As a leader you can encourage team members to step in by offering help on projects, covering shifts, or simply checking in with their colleagues. However, it’s essential to respect the individual’s privacy and let them set the tone for how much they want to share.
Action point for leaders: Build a team culture where members feel comfortable offering and asking for support. Assign a point person to manage workload shifts and keep communication open to ensure a smooth workflow. As a leader, you can also check on workload and see how to delegate or assign tasks to avoid burnout from other team members who have offered to step in to help.
5. Maintain open communication
Regular check-ins are important but don’t overwhelm the employee with constant questions. Leaders should strike a balance between offering support and giving the employee space. In order for flexibility at work to be effective, finding a way to set clear communication about expectations, workload adjustments, and potential timelines for returning to regular duties can help ease their transition. Be realistic about what they can handle. Open communication isn’t harmful; it’s about effective planning.
Action point for leaders: Set up periodic check-ins that focus on how the employee is doing rather than diving straight into work-related updates. Allow them to dictate the pace.
6. Celebrate small wins
Returning to work after a personal crisis can be daunting. Celebrate the small milestones, whether it’s completing a task or just making it through the day. These positive reinforcements can help rebuild an employee’s confidence and demonstrate that the team values their contribution.
Action point for leaders: Create an environment where even the smallest efforts are acknowledged, which can boost morale and encourage continued progress.
7. Lead by example
As a leader, it’s important to model healthy coping mechanisms and self-care during tough times. If you make mental health and well-being a priority in your own behaviour, it signals to the team that it’s okay to prioritise personal needs when necessary. Walk the talk by being transparent about your boundaries and the importance of taking breaks when needed. Learn more in this article.
Action point for leaders: Share your own stories of resilience or how you maintain balance. This fosters a culture where vulnerability is respected, and people draw strength from others’ struggles and how they overcome or navigate through them.
To sum up…
Supporting an employee during a personal crisis is about fostering trust, offering flexibility, and creating a culture of care and respect. Leaders must set the tone by prioritising empathy and ensuring the team rallies around their colleagues without overwhelming them. When handled thoughtfully, these moments can strengthen the bond within a team and demonstrate that the organisation truly values its people. By offering both practical and emotional support, leaders can ensure that employees are not only able to navigate their personal challenges but also return to work feeling supported, valued, and ready to contribute.
More resources:
About the Author
Jean Balfour is Managing Director of Bailey Balfour and Programme Director of our ICF Accredited Coach Training Programmes. Jean is passionate about helping people to have good conversations both at work and at home. She believes that coaching is a life skill and that you never regret learning to coach.