87. Supporting Employees Through Personal Crises
How to show empathy while keeping the business running smoothly.
Imagine this - An employee is dealing with a serious illness in the family, another is going through a difficult divorce, and yet another is struggling with mental health challenges. Over time, you notice -
Declining performance and missed deadlines, as personal struggles impact focus.
Increased absenteeism, leaving teams short-staffed.
Emotional distress among colleagues, affecting workplace morale.
Leadership uncertainty, as managers struggle to balance empathy with business needs.
Personal crises are unavoidable, and as an employer, it’s important to balance compassion with operational stability. If handled poorly, employees may feel unsupported, disengaged, or even leave the organisation.
HR psychology tells us that employees who feel valued and supported during difficult times are more likely to remain loyal, recover faster, and contribute positively once they regain stability.
The challenge? How do you provide meaningful support while maintaining business continuity?
The Solution – A Three-Part Approach - Acknowledge, Support, and Sustain
Helping employees through personal crises requires recognising their struggles, offering structured support, and ensuring the business remains resilient.
1. Acknowledge the Situation with Sensitivity
Before taking action, leaders must first establish trust and open lines of communication.
A. Recognise the Signs of Struggling Employees
Increased absenteeism or lateness.
Uncharacteristic mood swings, frustration, or withdrawal.
Declining productivity or engagement.
Visible emotional distress in the workplace.
Red Flag - If an employee’s behaviour suddenly changes, a personal crisis may be affecting their performance.
B. Approach the Employee with Empathy
Arrange a private, non-intrusive conversation.
Express genuine concern and ask open-ended questions.
Reassure the employee that the workplace supports their well-being.
HR Psychology Insight - Employees who feel safe discussing personal struggles are more likely to seek support before issues escalate.
C. Maintain Confidentiality & Professionalism
Respect the employee’s privacy and right to disclose only what they are comfortable sharing.
Avoid office gossip or unnecessary discussions about their situation.
Provide resources for professional counselling if needed.
HR Best Practice - Leaders should listen actively and respond with discretion, ensuring the employee feels heard and respected.
2. Provide Practical & Emotional Support
Once the situation is acknowledged, structured support can help the employee navigate their crisis.
A. Offer Flexible Work Arrangements
Consider adjusted schedules, remote work, or reduced hours.
Allow temporary workload redistribution to ease pressure.
Ensure that flexibility aligns with business continuity needs.
Red Flag - If an employee is forced to choose between work and their crisis, they may disengage completely.
B. Direct Employees to Available Resources
Provide information on Employee Assistance Programs (EAPs).
Encourage access to mental health support services.
Offer guidance on financial or legal assistance programs if applicable.
HR Psychology Insight - Employees who feel supported holistically (emotionally, financially, and practically) recover from crises more effectively.
C. Foster a Supportive Workplace Culture
Train managers to respond compassionately to employee crises.
Encourage a culture where colleagues support each other.
Implement mental health awareness initiatives.
HR Best Practice - Employees are more likely to stay engaged if they feel their workplace genuinely cares for their well-being.
3. Sustain Business Continuity While Providing Support
Balancing compassion with operational needs is key to long-term workplace stability.
A. Develop a Business Continuity Plan for Absences
Identify backup personnel to cover essential duties.
Ensure cross-training so teams can manage temporary workload shifts.
Establish clear policies for extended leave and return-to-work plans.
Red Flag - If an employee’s absence disrupts the entire team, there may be gaps in workforce planning.
B. Monitor Employee Progress & Adjust Support as Needed
Regularly check in to assess well-being and workload adjustments.
Be flexible—support needs may change over time.
Offer gradual reintegration strategies as the employee recovers.
HR Psychology Insight - Employees who transition back to work at a comfortable pace are more likely to regain full productivity.
C. Balance Fairness for All Employees
Avoid favouritism while ensuring reasonable accommodations.
Communicate policies clearly so all employees understand support options.
Ensure team members do not feel overburdened covering for absent colleagues.
HR Best Practice - Business continuity and employee well-being should complement each other, not compete.
Reflective Scenario – What Would You Do?
An employee is struggling with a family emergency, leading to frequent absences and declining performance. Colleagues are stepping in, but the extra workload is causing strain. The employee wants to stay but is overwhelmed.
Using the strategies above, you might -
Offer temporary remote work or a flexible schedule to ease the burden.
Connect the employee with counselling or support programs.
Adjust their workload while ensuring fair distribution among colleagues.
Establish a return-to-work plan that balances recovery with job expectations.
By prioritising empathy, structured support, and business stability, SME leaders can help employees navigate personal challenges while maintaining workplace productivity.
Golden Nugget - "A compassionate workplace isn’t just good for employees—it’s good for business. Balancing empathy with structure ensures both people and operations thrive."
By applying acknowledgment, structured support, and sustainable planning, SME owners can create a culture where employees feel valued, even during life’s toughest moments.