In the days following the terrorist attacks on Sept. 11, employee assistance programs have experienced an unprecedented convergence of issues affecting America’s workplace. Grief, fear, anger, discrimination, and diminished productivity have caused employers to call for help from their EAPs in resounding numbers.
Like an epidemic that simultaneously affects everyone in its path, the terrorist bombings have had a significant effect on businesses nationwide.
For more than 20 years, EAPs have played a vital role helping employees struggling with personal problems and employers dealing with workplace issues such as conflict resolution, organizational change, workplace violence, communication and stress management.
Following the Sept. 11 attack and its horrible aftermath, EAPs are coming to the aid of employers with guidance and counseling sessions, and ultimately, direction on downsizing issues.
Here is a brief primer of EAP responses to the evolving questions that will be relevant as the crisis continues to impact the workplace:
o Day One:
How can companies calm employees?
Employers should expect staff to be in shock and disbelief, and crave information. Employers should help them get the information they seek, and respond sensitively to people’s needs , if someone feels too incapacitated to continue working, they should be allowed to go home.
For employees with bigger concerns, such as fear that a family member could be missing or hurt, one-on-one help from a trained counselor is called for.
o Day Two:
How can the continuing feelings of despondency among employees be alleviated?
Staffers should be assured that reactions such as loss of concentration, sleeplessness, and lack of interest in daily activities are all normal reactions to abnormal events.
EAP counselors can conduct briefing sessions where employees share their emotions and express their fears, anxieties and feelings of vulnerability. They are encouraged to use coping skills, such as talking with friends and family, exercising, and trying to maintain a normal routine that will help them through difficult times.
EAP counselors helped one group of stunned employees in New Jersey who had witnessed the attack to work through their immense feelings of helplessness. A companywide project such as collecting donations for the victims, or organizing a volunteer drive, can also be healing.
o Day Three:
What can be done for someone who has experienced a personal loss?
Helping an employee deal with grief goes beyond what management can provide.
EAPs can provide counseling to assist people and spiritual or community resources are also available to comfort people in times of need.
o Day Four:
People who have experienced previous trauma including some Vietnam veterans and immigrants feel overwhelmed. Do they need special help?
People who have experienced previous trauma should be encouraged not to watch TV that will exacerbate negative feelings. They may feel especially disillusioned and terrified and should be directed to a mental health professional.
o Day Five:
How can companies respond to the dramatic drop in employee productivity?
Employers must accept that it may take time for people to gather their thoughts enough to be productive.
There’s no precedent for a crisis like this, so there’s no prediction for how long people will be distracted. Staff may gather in the lunch or conference room, or spend hours online watching for new developments. They need time to discuss the developments with their coworkers, but should be told that maintaining a normal routine, including performing their job, will help them cope with the stress caused by the tragedy.
One area of concern for employees may be a reluctance to fly even when their job requires it. Companies should be respectful for a period of time, but set the expectation that these employees will eventually have to resume meeting the job requirements. If problems persist, individuals may benefit from individual counseling to address their fears.
o Day Six:
What can be done about racial discrimination in the workplace? On day six, EAPs began receiving an increasing number of complaints from employers about racial discrimination.
Ethnic and cultural differences that were previously unimportant became troubling. Middle Eastern employees felt isolated and overheard negative comments about their race and religion. In company-wide meetings, counselors were sent to discuss anger management, cultural sensitivity and co-worker communication.
For the individual who continues to incite conflict, a combination of disciplinary action and counseling may be necessary.
o Day Seven:
How can businesses effec
