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Inspiration

Supporting a struggling team member

n the fast-paced payments industry, productivity Sometimes the smallest gestures—offering to reprioritize
dips can stand out—but they shouldn't be met with a task or connecting them with an employee support
assumptions or judgment. When a team member program—can have the greatest impact. Even something
I becomes less productive than usual, it's essential to as simple as encouraging a short break or mental health
lead with empathy and curiosity, not pressure. The goal day can restore energy and perspective.
isn't to fix them—it's to understand and support them.
Be consistent
Seek insight
Support doesn't have to be elaborate to be effective. It
Start by quietly observing. Do you see shifts in the person's just needs to be consistent. Check in after a week—not to
communication, tone or demeanor? Has the workload evaluate but to reaffirm. Open with a statement like this:
changed recently? Are other teammates affected? "Just wanted to see how you're doing and if anything we
Gathering context from workflow patterns or project talked about is helping." Continue to offer encouragement,
timelines—not from gossip—helps you approach the patience and practical support as your team member
situation thoughtfully, with insight rather than intrusion. regains their footing.

When it's time to talk, choose a private, relaxed setting. Ultimately, people work better when they feel valued, not
Lead with care, stating something like, "I've noticed scrutinized. By approaching a struggling team member
you seem a bit off lately, and I just wanted to check in. with empathy, curiosity and follow-through, you not
Is everything okay?" Avoid jumping to conclusions or only uplift them; you strengthen your team culture. And
making the conversation about performance metrics. in a field where trust, resilience and adaptability drive
Instead, offer a listening ear. If the individual isn't ready long-term success, that's an investment that pays lasting
to share, that's okay. What matters is they feel safe and dividends.
seen.
Offer solutions

If your colleague doesn't open up, steer the conversation
gently toward what might help. Is their workload too
heavy? Are they facing challenges at home? Could they
use more flexible hours, focused time without meetings Kate Gillespie, President and CEO
or a shift in responsibilities?

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