In today's fast-paced world, countless industries rely on phone communication to connect with clients, customers, and the general public. From customer service centres, call centres and healthcare providers to financial institutions and emergency services, the reliance on phone interactions is undeniable. However, a significant challenge arises when the person on the other end of the line becomes distressed. Handling such situations effectively is crucial, yet it presents unique complexities, especially when non-verbal cues are absent. The Challenges of Managing Distressed Callers Absence of Non-Verbal Cues:Non-verbal communication plays a vital role in understanding a person’s emotional state. On a phone call, the absence of body language, facial expressions, and eye contact makes it harder to gauge the caller's true feelings. This…

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“I am so stressed” is something we hear almost every day, particularly at work. It is said so frequently, that sometimes it loses its meaning. So what actually is it? Stress is a normal human response to change or demands. It can be caused by both positive and negative events, such as starting a new job, getting married, or going through a difficult time. There is a myth that all stress is negative. This is not true, and in fact, there are two types of stress: eustress and distress. Eustress is positive stress that can motivate us to achieve our goals. For example, the stress of preparing for a big presentation can help us to focus and perform our best.…

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Read more about the article Energy Management: The Key to Improved Performance and Wellbeing
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Everyone has heard of time management, but what is energy management? Energy management is the process of understanding and optimizing your energy levels so that you can perform at your best. It is just as important as time management, if not more so. Time is a finite resource, but energy is a different story and we have more influence over its management. There are four quadrants of energy: physical, mental, emotional, and meaning/purpose. Each quadrant is important for overall well-being and performance. Physical energy is the energy you need to move your body and perform physical tasks. It is important for things like exercise, work, and play. Mental energy is the energy you need to think, learn, and problem-solve. It…

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Sleep plays a vital role in our overall well-being, yet it is often undervalued and neglected in our fast-paced, modern lives. The World Health Organization (WHO) has even declared that we are facing a sleep epidemic, highlighting the urgent need to address our sleep health. In this article, we will explore the importance of sleep, the impact of poor sleep on our work performance, and why it is crucial to educate ourselves about this essential aspect of our lives. Why is Sleep Important? Sleep is not just a period of inactivity; it is a complex physiological process that allows our bodies and minds to recharge and rejuvenate. It is during sleep that crucial restorative processes occur, such as tissue repair,…

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Mental Health First Aid (MHFA) is an invaluable program that equips individuals with the knowledge and skills to provide initial support to someone experiencing a mental health crisis or developing a mental health problem. MHFAiders play a crucial role in creating mentally healthy workplaces. However, as with any acquired skill, regular upskilling and revision is essential to maintain readiness and ensure optimal support. MHFAiders are required to attend refresher training three years after their original course dates to ensure currency, but there can be huge benefits to boosting skills and knowledge prior to this. The risk in assuming a three-yearly refresher for MHFA will be enough Failing to refresh MHFA skills can result in outdated knowledge and skills may result…

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So, you're a manager, and you've noticed one of your team isn’t performing. Maybe missing deadlines, are late or sick or maybe you observe rising conflict with this person and others in the team. Or maybe you have just found out that one of your employees is struggling with a mental illness. What do you do? Don't panic! 1 in 2 of us experience a mental illness at some point in our lives, and many workers spend up to a third of their lives at work. It is no surprise the symptoms of mental illness can affect people’s ability to perform at their optimum. You are not alone if you feel overwhelmed and lack the confidence to effectively manage people…

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Read more about the article Mental Fitness vs. Resilience: What’s the Difference?
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Mental fitness and resilience are both important concepts when it comes to our mental health and well-being. However, there is a key difference between the two. Mental fitness is proactive, meaning that you take action to maintain and improve your mental well-being. Resilience, on the other hand, is reactive. This means that you can only demonstrate resilience as a result of something adverse that you've experienced. What is Mental Fitness? Mental fitness is the ability to manage your thoughts, emotions, and behaviours in a healthy way. It's about having the skills and resources you need to cope with stress, challenges, and adversity. Mental fitness is not just about avoiding mental health problems. It's also about thriving and living a fulfilling…

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Mental health is a critical issue in the workplace. One in two of us experience a mental illness throughout our lifetime, and one in five of us in any given year. This means that in a workplace of 100 employees, 20 of them will currently be experiencing a mental illness. Given this staggering statistic, it is concerning to see a large number of managers and leaders don’t know how to effectively address concerns in the workplace. When employees are struggling with their mental health, it can have a significant impact on their work and the people around them. They may be less productivity, higher rates of absenteeism, presenteeism, errors and safety concerns.,. In some cases, mental ill-health may even lead…

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It is no secret the past few years have put an extra strain on mental health and well-being across the population. With many crisis services at breaking point, people are looking to alternative sources of support to help them cope, and one of those is online programs and apps. Some studies suggest very few apps available are actually effective, but thankfully, there are a number of reliable and evidence-based apps available to help address a range of mental health concerns. From anxiety and depression to alcohol use and mindfulness, these apps can be a helpful addition to anyone's mental health toolkit. We have put together a list of some of our favourites. WorryTime App The "WorryTime" app by ReachOut Australia…

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The National Mental Health Commission released a digital platform to help take the guesswork out of building a mentally healthy workplace This platform curates the latest information and resources to get you up to speed on how to create a mentally healthy workplace. It aims to connect people to the great work and resources already underway. It aims to inspire people to take action and become part of a community of knowledge. More information here. Some examples are: Quality resources - Research-backed resources approved through our quality assurance process. Tailored advice - Filter searches based on your role, organisation size, location, and industry. The basics and beyond - Modules guide you through actions for creating a mentally healthy workplace. Learn…

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Safe Work Australia has released a new model Code of Practice which provides guidance on how organisations can best manage psychosocial risks in the workplace. A psychosocial hazard causes harm through stress. If stress is prolonged, frequent, or severe it can cause psychosocial and physical harm Examples of psychosocial injuries may include: Job demands Low job control Poor support Lack of role clarity Poor management (including micromanagement) Inadequate reward and recognition Remote or isolated work Poor physical environment Violence and aggression Bullying Discrimination Harassment Poor workplace relationships Repeated exposure to traumatic events or material Inside this Code of Practice, the laws surrounding psychosocial risks and injuries and how to comply with them are explained, as businesses now have a legal…

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Hot off the press!! The latest data set for the National Mental Health and Wellbeing survey has been released for the first time since 2007. The Australian Bureau of Statistics has released the long-awaited study which now gives us 40 years of consistent data regarding mental ill-health across australia. 5554 people took part in this study between 2020-2021, with the study focusing on mental disorders, suicidal behaviours and information on help seeking behaviours and service use. The study showed that 8.6 million people had experienced a mental disorder at some time in their life, compared to 7.3 million people in 2007. This equates to 43.7%! Yes you read that right… nearly one in two of us will have a diagnosable…

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