WORKPLACE CHALLENGES: Addressing Stress & Employee Retention Customer Service and Life Management Skills Can Help Michelle Gerstner, Director DMH Office of Constituent Services 573-751-8088 [email protected]
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WORKPLACE CHALLENGES:
Addressing Stress & Employee Retention
Customer Service and Life Management Skills Can Help
Michelle Gerstner, Director
DMH Office of Constituent Services
573-751-8088
“You can’t have a GOOD DAY with a bad attitude,
and you can’t have a bad day with a GOOD ATTITUDE.”
Jokes about government workers…?
Are they minions who don’t really care about doing a good job?
Ever worked in a “nobody cares anyway” negative environment?
Staff who take pride in their work and have a positive attitude help to break that stereotype.
�They set the stage for a positive workplace.
Stereotypes and Attitudes
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I did nothing today and still got paid…!!!!
EMPLOYEE RETENTION
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Should I Stay or Should I Go?
Customer service training = less negative staff-to-customer and
staff-to-management interactions.
Less negative interactions = less stress in the workplace.
Less stress in the workplace + higher morale = employee
retention.
U.S. Bureau of Labor and Statistics
�Employees only stay in a job, on average, 1.5 years.
�Non-monetary reasons cited for quitting, even if they love the
job, include no respect from management and/or customers, and
low morale in the workplace.
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Customer Service Can Affect Your
Department’s Bottom Line
Unhappy customers = “sharing the experience” with others.
�Citizens are becoming more vocal and politically active.
�Negative experiences often lead customers to contact their legislators.
�Legislators often track these contacts by department and topic.
�High # of department complaints may affect budget approps.
Staff equipped with good customer service skills are better able to handle difficult customer interactions.
Staff develop more confidence in their roles and respond more positively to customers.
Staff become more efficient if they spend less time having negative interactions with customers.
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Customer Service Starts in the Office
Daily interactions between staff members (peer-to-peer) and
management (peer-to-management) are forms of internal
customer service within the department/division:
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We and our co-workers
expect to be…
To help promote these
expectations, try to be…Given the opportunity to provide
input, when applicableCourteous, Caring and Respectful
Listened to and taken seriously Appreciative and Non-judgmental
Shown courtesy and respect Honest, Reliable and Helpful
Given the benefit of the doubt when a
project or task doesn’t happen as
expected – it’s beyond our control
Knowledgeable when asked for
information (or know where to refer
the individual for the info they seek)
Customer Service? So what?
Who cares about customer service?
“It’s not like they can go someplace else…”
EVERY department/division’s management staff should care.
�Good Customer Service + Less Stress in the Office results in……
Better Working Environment + More Productivity + Less Turnover
EVERY staff person is a representative for his/her department or
division.
�How staff interact with customers communicates an impression of
the individual worker AND the department.
�Are they good listeners, problem-solvers, experts in resources to
solve problems, and masters of “follow through”?
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Who’s Your Customer?
Customers can be those with whom staff interact by phone, fax, email, letters, and/or in person.
�External customers = anyone outside of your department’s employees and administration (taxpayers, licensees, guardians for wards of the state, general public, etc.) – “citizens”.
�Internal customers = each other / dept. employees and administration (co-workers, supervisors, professional peers, and interns).
The way a staff person responds to or handles an issue for his/her boss = customer service.
Staff should treat every task or assignment like it’s for their boss.
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Positive Encounters = Less Stress
One of the main sources of stress in the workplace = public
contacts.
Remember that many of the people with whom your staff
interact are in crisis by the time they make contact with that
office.
Each customer deserves to be heard – no matter how many
times a day office staff hear the same type of complaint.
Respect the customers’ assessment of the crisis – to them
it’s real.
Customer service skills enable staff to work through stressful
encounters with customers.9
Positive Encounters = Less Stress
Staff should listen carefully and try to understand the
customer’s viewpoint.
use reflective listening skills and take good notes.
�Refer to the notes and repeat back to the customer a brief
summary of the situation – ask if you understood correctly.
�Adjust the notes – *be sure to mark actions to be taken*.
�At the end of the contact, be sure to point out the actions
that need to be taken by staff and the customer.
Try to use more positive communication.
�Instead of saying… How about trying…
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Positive Communication
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Instead of saying… How about trying…
I don’t know. I’ll find out.
No. What I can do is…
That’s not my job…Let me find the right person who
can help you.
We don’t do that here. Let me give you a number for…
Sorry. I apologize for/that… (be specific)
I can’t do that. I’m unable to because…
I’ll try. I’m happy to see if I can…
You have to… Are you willing to…?
Positive Communication
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Instead of saying… How about trying…
Calm down. Do you want to take a minute…?
I’m busy right now.I’ll be happy to help when I’m
finished…
I need (want) you to… Would you be willing/able to…?
You’re right – this is bad. I can see why you’re frustrated.
That’s not my fault.Let’s see what we can do about
this.
You want it by when?
I’ll try my best, but I may not be
able to meet that date, would
(date) work for you?
Customer Service Training Example:
Handling Stressful Situations
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What happens when we have to say “No”?
�We can’t always deliver what people ask for or need.
�But, we can show we care and are doing everything we can to respond.
�Goal = address the issue without adding stress.
Steps for handling difficult situations:
�Listen – Be patient, attentive, and friendly.
�Express your apologies and empathize.
“I am so sorry you had to go through such a long process. I can only imagine how frustrated you must feel.”
Be careful not to place blame or imply fault by the department and/or an employee.
�Don’t argue, interrupt, or lose your self-control.
If you remain calm – customers often calm down.
Customer Service Training Example:
Keeping Your Cool
�Point out the facts.Use reflective listening skills.
�Address the problem.Tell the customer what actions you will take = next steps.
Common mistake = promising something you’re not able to deliver.
�Involve the customer in problem solving.Review with him/her any actions he/she needs to take to help resolve the issue.
What if the customer becomes abusive?�Recognize that the person probably feels insecure and defensive
at that time.
�Firmly, yet kindly, ask the customer to cease the behavior so you can work together toward a solution.
�Concerns about physical harm (to you) = follow office protocols.
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Customer Service Training Example:
De-escalating the Situation
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Verbal abuse – profanity, derogatory or racist comments, screaming:
� Keep your cool, don’t take it personally, and don’t argue back.
� Keep your own sense of self-confidence and still remain helpful.
� “I understand you’re upset and I really want to help you, but please don’t talk to me that way.”
�If the behavior continues:“Mr. Jones, you can moderate your tone (language) or I can end the call – which would you prefer?”
“Mr. Jones, since you choose to continue (state the abuse), I’m going to end the call. I’m here to help if you want to call back at some point when you’re not as upset and we’re able to have a productive conversation.”
�Notify your supervisor or end the interaction – follow protocol.
MENTAL HEALTH
and
LIFE MANAGEMENT
SKILLS
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Stress Doesn’t Stop at 5 o’clock
We’ve all been there… your calendar’s full, a big project is due
(there’s been NO time to work on it), AND two more people
need something by the end of the day!
�Oh, and before I forget… You have to finish the costume for the
2nd grade play, you haven’t had time to grocery shop, AND your
middle-schooler has basketball practice tonight.
Stress has a way of invading every part of our work and home
lives – whether we realize it, or not.
�Ever had a boss tell you to “leave your personal problems at
home”?
�Ever had a friend/significant other tell you to “leave your work
at work”?
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You’re Giving Me a Heart Attack!
Will we ever “get it all done”? Probably not – because as stress levels spike, our productivity drops.
Stress attacks our concentration, makes us irritable or depressed, and harms our personal and professional relationships.
If we’re stressed for an extended period of time, it can weaken our immune systems.
Recent research = chronic stress may double our risk of having a heart attack.
It’s no surprise that more than 1 in 4 Americans describe themselves as “super-stressed”.
�That’s not balanced – or healthy.
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Finding a (Mentally) Healthy Balance
We all need a certain amount of stress to help us perform at
our best – the key is BALANCE.
�Balancing a healthy work/home life benefits both areas.
�Balanced workers = happy, more productive, take fewer sick days,
more likely to stay in their jobs.
There are ways you can try to balance your work/home life.
�Set manageable goals each day – make a “to do” list – ask for
help, if necessary. Finish the important tasks first.
�Less procrastination and more calculation.
�Schedule blocks of work-time on your calendar.
�Remember to “under-promise” and “over-deliver”.
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Tips to Help Maintain Mental Balance
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Divide larger projects into smaller, more manageable tasks – if possible, finish one-at-a-time instead of starting many all at once.
Give yourself a break – take 5 minutes to get away from your desk, stretch your legs and clear your head.
Have a strong support group – co-workers
for work and friends/family for home.
� But, don’t turn it into the “complaint
department”. Be careful about feeding
into negativity.
� These should be people who are willing to
see situations from many sides, not just
yours.
Tips to Help Maintain Mental Balance
Be honest – with the people in your work/home life.
� When you feel you’re in a bind – say so – suggest practical alternatives. Don’t “suffer in silence”.
Unplug whenever possible.
�Tone down the texts – you don’t need to chat 24/7 – this applies to both work and home.
�Set “electronic-free” time blocks – for yourself and your family –no less than 30 minutes before bed.
Treat your body right = eat right, moderate exercise, adequate
rest.
�Don’t rely on drugs, alcohol or cigarettes to cope with stress – they only lead to more problems.
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Tips to Help Maintain Mental Balance
Stay active – it’ll boost your immune system and release endorphins to make you feel better.
Take advantage of the SELF program, offered through ComPsych
(previously called the Employee Assistance Program – EAP).
Get help if you need it.
� If you’re persistently overwhelmed = seek help from a mental health professional.
� Asking for help is not a sign of weakness – taking care of yourself is a sign of strength.
Don’t be the “doom and gloom” co-worker! Try to face each day with positivity and an open mind.
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Having a Positive Attitude at Work
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Greet Your Co-Workers
�Talk to each other on a casual basis.
�Say “Good Morning!” with a smile.
�Sometimes a co-worker can be having a terrible day, and just one positive comment or compliment can make an awful day bearable.
Respect People’s Differences
�Each of us may approach life and work differently.
�While it may be a challenge for some of us to work with people who don’t think the way we do, everyone deserves to have his or her feelings and values respected.
Let’s All Work Together
Respect People’s Time & Priorities
�We’re all working under pressure and deadlines. Respect your co-workers’ need for concentration.
�If you need to interrupt - ask first “Is this a good time?” If it’s urgent, apologize for the interruption - keep your request brief.
�We all have a different style of working, so respect your co-workers’ style of time management and prioritizing their workload.
Be Willing to Admit Your Mistakes, Apologize Gracefully, and Give the Same Consideration to Your Co-Workers
�Most people understand that mistakes happen, and that we don’t intentionally make them.
�Admit when you’re wrong or have made a mistake and get on with your job. If applicable, do what’s necessary to correct the mistake.
�Don’t hold a grudge against your supervisor and/or co-worker for a mistake they made. Holding onto negativity only hurts you.
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Have a Sense of Humor
“A sense of humor is part of the art of leadership, of getting along
with people, of getting things done.” - Dwight D. Eisenhower
Tasteful humor in the workplace can bridge gaps, ease tensions, and bring people together. Plus, it’s good for you!
�People with a sense of humor report less stress and anxiety than those with a low sense of humor – even when they have the same number of problems at work.
�Humor relaxes muscles, decreases blood pressure and has been shown to improve our immune system by blocking stress hormones, such as cortisol.
�Humor has been shown to increase long-term memory and aid in learning.
�Humor gets people to listen and increases persuasion – when people disagree, humor can distract them & break the tension.
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Don’t Forget to Smile!
Humor increases long-term memory retention and aids in learning.
�Studies have shown that humor gains your attention and helps you make sense of something new - it enhances your ability to retain and recall the information.
Humor increases the likeability of the speaker and connects us with others.
�Positive sounds such as laughter or a triumphant “woo hoo!” trigger an automatic response in the listener’s brain, prompting a response of laughter/smile.
Humor can help to reduce the social distance between managers and employees.
�Sharing a laugh with others builds trust and encourages them to work together.
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In Summary….
Remember to stay calm in stressful situations.
Don’t lose your cool when confronted with an angry customer.
Try using positive language and reflective listening skills.
Do your best to keep a positive attitude at work and at home.
You may never “get it all done”, but take pride in your
accomplishments – what you do really does make a difference.
Stress is everywhere! So, find a healthy mental balance between
your work and home lives.
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Try to “unplug” from email and electronics at
least once a day.
Have a sense of humor, for crying out loud.
Take care of yourself – YOU matter, too!
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