Small Business Builder: Employees in Crisis

If Regina's difficulties had just begun, Tom would have waited a week or so — two weeks at most — before taking action. As it was, he took the first opportunity for a private conversation.

After making small talk for a few minutes, Tom got to the point. "Regina," he said, "I really appreciate how hard you're working, but I know you're struggling, and I'm concerned about your health. Is there some way we can help?"

Looking as if she were about to cry, Ellen asked if she were being fired. Tom was reassuring, stressing Ellen's excellent record and the importance of regaining her health. Pledging confidentiality, he encouraged her to talk but didn't press for details.

Soon Regina, between sobs, divulged that her husband, Steve, had stopped coming home after Regina learned of his infidelity and cocaine use. She couldn't sleep or eat, and she wept constantly.

When she paused for breath, Tom responded with empathy but refrained from blaming, diagnosing or giving advice, other than urging Regina to see her doctor. He had anticipated her response — she couldn't afford it — and gave her information about free clinics, the types of help available and the provisions of her group health insurance.

By closing time, Tom had helped Regina schedule a medical appointment and arranged for her to take a month off (paid through accrued leave). During her leave, he stayed in touch. Whenever she confided details about Steve, Tom always responded sympathetically ("How distressing for you!") and subtly changed the subject ("Your daughter's visit must be a comfort. Have you gone sightseeing?").

After four weeks of counseling, medication and a prescribed diet and exercise regimen, Regina returned to work half-time. Today, five years later, Regina is a happy divorcée and a partner in the thriving restaurant.

The Secret of His Success

Tom was effective because he was …

Alert. Tom saw beyond Regina's job performance, realizing she was ill and suspecting clinical depression (though he refrained from saying so and kept an open mind).