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Resilience and wellbeing strategies are important for complaint handling teams

Tuesday 03, Mar 2020

The biggest threat to your organisation isn’t a customer with a complaint - it’s ensuring your staff have the skills and resilience to manage the emotional toll complaints can cause on them.

In the wake of an extraordinary start to the year, with so much destruction and heartache, there’s a lot of people who will remain in vulnerable situations for some time yet. 

A work environment of increased pressure, the stress of challenging conversations and distressed customers, can erode an individual’s ability to manage. Signs that resilience is lacking in yourself or your team can be low energy, decreased productivity, increased sick leave and absenteeism or poor team moral.  

It may be time to boost resilience in yourself and your team to get through the challenges ahead and provide staff with individual and team strategies for workplace wellbeing.  While it is important for individuals to have a personal wellbeing practice including sleep, diet, exercise and social life; it is equally important for organisations to embed resilience practices within their teams.

Yes, everyone is busy these days, but busyness needs to be managed so teams can remain calm and effective when the pressure is on. There is a tendency for busyness to become an indicator that we are doing a good job and then we can get caught up in the related stress. It is important to be realistic about what can be achieved in a day and maintain a positive focus. Teams who find ways to cultivate steadiness, emotional control, and strength of mind will be the high performing teams with resilience practices in place.

The SOCAP psychologist led program, Daily Habits for Resilient Complaint Handlers - Manage Stress and Prevent Burnoutgives key insights and strategies for developing and maintaining personal and professional resilience.  

Don’t miss out on the next course to be presented in Melbourne on 22 April