Lately, I experienced the (undesired) emotion of shock at work. Yep, that emotion that comes out of nowhere, stops us in our tracks, and leaves us speechless gaping like a fish. Shock paralyses you. It brings you to a complete stand-still. And, yes, most of us will move on from shock, but rarely do we immediately get back to the same speed we were operating at. It can feel like we are finding our feet, trudging through sludge, trying to find an accommodating space in our lives for this thing that shocked us.

What does it mean to be shocked at work?

In this modern age, shock at work is not the same as shock at work 100 year ago. Soldiers from the first world war experienced shock. Their version of work shock was commonly termed ‘shell shock’ identified by stammering and disconnected talk and their twitching faces and stumbling gaits. But, organisational shock rarely affects our physical selves in the same way.

Tiffany Watt Smith, author of The Book of Human Emotions, describes shock as ‘to be knocked about or jolted – is to be brought up short by something sudden and unwelcome. Collisions, assaults, unexpected news: all may overturn one’s views of the world as a safe place. Shock can quickly turn to speechlessness and numbness, as disbelief and incomprehension set in.’

Shock in the workplace can be triggered by many things, and can be felt by individuals or collective groups, depending on what caused the shock. Redundancy, restructures, takeovers, resignation of leaders, deviation or change from purpose, or the death of a colleague can all result in a shocked workforce.

So, how might we minimize the effects of shock and support our people during these turbulent times?

1. Clear and Frequent Communication: When change is on the horizon, there’s nothing like open and honest communication to guide your team. Keep your team informed. They have the right to know what’s happening, why it’s happening, and how it impacts their journey. Address their concerns patiently, and be their guiding light during uncertainty.
2. Embrace Empathy: Remember, your team members are not just roles; they are unique individuals with emotions and concerns. Extend your empathy and support as a safety net. Let them know you understand the challenges they face and reassure them that you’re there to help them find their equilibrium in times of change.
3. Providing Resources: Equip your team with the tools and training they need to navigate uncharted territories. Whether it’s additional training, counselling services, or pathways for career development, demonstrate that you’re invested in their success.
4. Embrace your Desired Emotional Culture: Amidst change, uphold your organisation’s emotional culture. Remember how you want your team to feel and not feel at work, and consider how you can best nurture or manage these emotions during this challenging period. This provides a sense of consistency and integrity in the face of shock.
5. Continuous Feedback Loop: Create an ongoing feedback channel to listen to your team’s concerns and ideas. Act on their feedback whenever possible. It’s not just about making them feel heard; it’s about charting a more effective course together.
6. Support Networks: Encourage the formation of support networks within the team. Colleagues often provide the best source of comfort and guidance during shocking times.
7. Monitor and Adapt: Even after the initial challenges have subsided, keep a watchful eye on your team’s well-being. Monitor their progress and readiness to adapt, and be prepared to make necessary adjustments.

But, can we be doing more to minimise shock in the workplace?

When you experienced shock at work – what helped and what didn’t? Or, what have you done as a leader to minimize employee shock?