KEEP YOUR COOL

What not to say in tricky work situations – and what to say instead

OLYMPIC gold medallist and human performance consultant Alisa Camplin says showing empathy and taking a problem-solving approach are the best ways to respond and create a safe work environment for all.

Camplin has launched the free Workplace Resilience Toolkit for AIA Vitality, in partnership with insurer AIA Australia, to help workers set themselves up for success.

She has outlined how most people would respond to common work situations and more helpful alternatives.

WHEN THERE’S BEEN A BIG MISTAKE

Things do not always go right in the workplace but responding positively helps people to learn and grow.

Perhaps a large account or client has been lost, or a less experienced worker has made a mistake that has cost the company big dollars.

“What not to say is: ‘This is a disaster, I don’t understand how this could happen, it’ll take us years to get another client like that’ and getting stuck in a negative outcome,” she says.

“You can always respond – and you don’t have to be the leader to do this: ‘Why don’t we sit down together and look at this situation and try to improve?’.”

WHEN YOU WANT TO SAY NO

Many workers do not want to let people down, others do not want to seem like they cannot handle a situation, and some may feel they have no choice when assigned tasks.

“If the boss or a colleague asks you to do something, you don’t want to automatically say yes, and you don’t want to say it’s too much, as it can be undermining their way to manage effectively,” Camplin says.

She says offering a solution while raising awareness of existing workloads shows problem-solving ability. “(Try): ‘I’m feeling stretched quite thin at the moment and I don’t want to miss other timelines; I know (Jane) is looking at ways to build experience, can I delegate some of these to her? I can help support her if she needs it’,” Camplin says.

WHEN YOU’VE SNAPPED AT A COLLEAGUE

People can lose their sense of calm in the pressure-cooker situations that often can arise in the workplace.

It can be made worse when a worker redresses the situation.

“Say: ‘I’m sorry I lost my temper and snapped at you, I was under pressure and I could only see my point of view. I’d love to take some time to sit down and discuss this further with you’,” Camplin says.

WHEN YOU BERATE YOURSELF

“Some of the hardest conversations are with ourselves,” Camplin says.

Workers may be in a new role and are worried they do not have enough experience, or have been provided with a task that is outside their comfort zone and are worried they will let people down or get it all wrong.

“Try to speak to yourself more like a coach would,” she says.

“Say: ‘I know I can do this, I’ve worked through challenges before and I have to allow myself space to evolve’.”

WHEN A COLLEAGUE IS DRAINING YOU

It may be a co-worker who constantly asks questions and seeks your advice, professionally or personally, who you had a good relationship with but their neediness has worn you down.

Admit feeling overwhelmed with the sense of responsibility and set up a time to talk them through their next step.

“By taking this approach, they know that there are other places to turn, that you still care but it’s beyond your ability to care and support them now,” Camplin says.