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Yesterday evening I arrived in a beautiful little Maritime city where I'll be working on-site with a client for the first part of the week. It was a picture-perfect day – the air was crisp and the sunshine was sparkling on the bay. I was looking forward to settling into my hotel room and preparing for the busy days ahead. As I went to check in, I was met with a surprise: much of the city, including my home away from home for the next several days, was without power.
The hotel lobby was buzzing with confused travelers and overworked staff trying their best to accommodate everyone. The cause of the outage was unknown, and no estimates for a reconnection time had yet been given. My initial reaction was a mix of frustration and disappointment. After all, I had come here with a plan, and that plan did not include a candle-lit evening in a powerless hotel room.
I observed the scene in the lobby for about twenty minutes while staff worked hard to get each group of guests checked in by manually writing out their personal details and credit card information. I noticed that some guests were becoming increasingly frustrated with the hotel staff, although the situation was entirely beyond their control. Staff members worked efficiently, providing as much reassurance as they could that the power would come back on… “soon”. I found myself thinking what an interesting case study these circumstances were for the way humans react to the unexpected. Why do we respond the way we do when the universe throws a wrench in our plans… even when the logical part of our mind understands the challenge is manageable?
This scenario, although small in the grand scheme of things, mirrors what often happens in the workplace when sudden challenges arise. It’s easy to lash out when faced with the unexpected. This reaction stems from the fight-or-flight response, where uncertainty and discomfort trigger our survival instinct. This leads us to an “every man for themselves” mentality. Whether it’s an unforeseen project change, a staffing shortage, or a technical issue, our initial response can set the tone for how we, and our teams, navigate the disruption.
Understanding Workplace Stress and Culture
In the workplace, unexpected challenges can escalate into stress and anxiety, not just for individual employees but for entire teams. Stress is, to some degree, “contagious”. Organizational culture plays a crucial role in shaping how such stress is managed and resolved. A culture that supports flexibility, open communication, and problem-solving can turn a potential crisis into a learning opportunity. Conversely, a rigid and high-pressure environment can amplify stress, leading to burnout and disengagement.
The Impact of Psychological Safety
Psychological safety is key to managing workplace stress effectively. It refers to an environment where individuals feel safe to take risks and express their thoughts without fear of negative consequences. When team members feel they can voice concerns, share ideas, and admit mistakes, they are more likely to engage in open communication and problem-solving.
In contrast, a lack of psychological safety can trigger the fight-or-flight response. When faced with unexpected challenges, employees in a high-stress environment may react defensively or withdraw entirely. Remember, this response is rooted in our biology; when we perceive a threat, our bodies release stress hormones that prepare us for immediate action. In a workplace context, this can manifest as heightened anxiety, decreased collaboration and impaired decision-making.
Strategies for Managing Workplace Stress
The way we handle stress and change, whether as individuals or as part of a team, directly impacts the broader organizational culture. Here are a few strategies leaders can prioritize to help team members navigate challenges with more efficiency and ease:
1. Encourage Open Communication: Especially during times of change, stress or when faced with the unexpected, it's essential to keep lines of communication open. Leaders should support their team members in speaking up about challenges they are facing. A culture where people feel safe to voice concerns without fear of repercussion can prevent small issues from snowballing into larger problems. This supports a healthy, psychologically safe organizational culture.
2. Adapt and Reframe Challenges: When unexpected situations arise, encourage your team to view them as opportunities to innovate and improve. With no power at the hotel, I decided to get some steps in after my long drive and took advantage of the beautiful waterfront boardwalk directly in front of the hotel. After a six kilometre walk, I returned to the hotel feeling recharged… and was delighted to see the power had indeed been restored! Even if that hadn’t been the case, I doubt it would have seemed like quite as big a catastrophe as I’d perceived it to be an hour or so before. Perception is reality, and it’s important to acknowledge that when we’re unable to change our circumstances we can almost always change our interpretation and reaction to those circumstances. Isn’t that an empowering take? Organizations that empower their team members to think outside the box and find creative solutions to challenges are fostering a psychologically safe work environment where employees are encouraged to take chances without fear of repercussions. This adaptability is a cornerstone of a resilient organizational culture.
3. Provide Access to Supports: A supportive work culture acknowledges that stress is a natural part of the work experience but provides tools and resources to manage it. This can include anything from flexible work arrangements and access to mental health resources (check out my tips for promoting your organization’s Employee Assistance Program HERE!) to fostering a community where team members support each other through difficult times. When employees know that they have support, they’re more likely to navigate challenges calmly and constructively.
The Role of Leadership in Shaping Culture
Leaders play a critical role in shaping how stress is perceived and managed within an organization. They set the tone through their reactions and behaviours. If leaders model calm, proactive, and solution-focused responses to unexpected challenges, it can have a ripple effect throughout the organization. Leaders who approach challenges with a sense of composure and optimism inspire their teams to do the same. By fostering psychological safety, leaders create a work environment where employees feel empowered to express their concerns, which can help mitigate the stress response.
Your workplace will always have its share of unforeseen challenges. The key lies in how we respond, both individually and collectively. By fostering an organizational culture that promotes open communication, psychological safety, adaptability and support, your organization can transform potential setbacks into stepping stones for growth and innovation.
Elizabeth Eldridge is a Psychological Health & Safety Consultant based in southern New Brunswick, Canada. In addition to keynote speaking and corporate training on mental health in the workplace she is the Founder & President of Arpeggio Health Services which provides standardized education programs like Mental Health First Aid from coast to coast.
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