Strategies to find Composure & Balance after a Difficult Interaction

We know what to do during a difficult interaction or challenging conversation, but we often overlook what to do after the difficult interaction to look after ourselves and our mental wellbeing. Here are some strategies to bounce back after a difficult interaction with someone.

Talk to a team member or buddy

• Talking (or venting) releases stress.
• Talking to a team member gives you the opportunity to gain feedback and advice on how to deal with the situation differently.
• Talking with a team member can be beneficial because they understand how you feel having experienced similar situations.

Take a quick break

• Drink water
• Have a brief, non-work-related conversation with someone in your household
• Make a cup of tea or coffee
• Listen to your favourite song
• Go for a walk
• Turn on music – create a ‘go-to’ playlist of upbeat, happy tunes
• Straighten your posture and stretch

Giving yourself a brief distraction can help you fight frustration and release anxiety from the interaction.

Practise deep breathing

• Breathe using your diaphragm, not your shoulders to help release tension in your upper body.
• Take a moment to stop and take five deep breaths.

Team leaders – take care of your team

• Start by asking - "Are you okay?"
• Check in with your team (especially if they are customer facing) at various times throughout their day and have an ‘open door’ policy.
• Offer to take on the tough interactions by asking, "Do you need to escalate to me?"
• Practise and express empathy, for example, saying, "That sounded tough." This lets the employee know they have been seen and heard.

Team leaders – remember to put on your oxygen mask first!

• Practise self-care
• Keep a positive attitude
• Remain fearless
• Respond decisively

Access resources available to you

• Be kind to yourself; this is not easy. Do your best and make sure you let your line manager know if you are struggling with difficult interactions.
• Remember you have access to wellbeing support at ANZ including the free and confidential support available through ANZ’s external EAP provider (search ‘EAP’ on Max to locate in-country provider details).

In summary,

Continue to build your ‘stress relief’ toolbox with some of the above strategies, practise self-care and build resilience.