Pippa Rose

SuperFriend, the national workplace mental health organisation, has launched a new workshop to its online learning platform, MySuperFriend, on managing challenging interactions and conflict in the workplace.

Recommended for all staff members in a workplace, the ‘Managing Challenging Interactions’ course explores conflict management styles, effective methods of communication and de-escalation techniques for challenging and stressful interactions. The course aims to build an understanding of why conflict arises and promote real-life strategies for how to manage conflict in the workplace.

It will be accessible on the MySuperFriend platform, which was launched last year as an interactive digital experience to help improve the mental health and wellbeing of Australian workers and workplaces through various learning modules.

Pippa Rose, Head of Consulting at SuperFriend said: “It’s very exciting and timely to launch this new course on the one-year anniversary of the ‘working-from-home’ phenomenon, which changed the world of work for good.

“Workplace conflict is a common occurrence that can affect both individuals and organisations, either due to difference in opinions, clashes in personality or difficulties in communicating effectively.

“Managing Challenging Interactions is really about understanding what conflict is, how it can impact our mental health, and how we can successfully manage it.”

Delivering healthy workplaces to everyone

The course will be delivered online through the MySuperFriend platform, suitable for all staff who have completed the 80 minute Workplace Mental Health Essentials course.

To augment the online learning, there is also a facilitated workshop that provides a practical framework to understanding anger, aggression and personal stress management. Access to additional supporting resources including tools, tip sheets, videos and articles can also be acquired online.

Ms Rose commented: “During times of immense change and uncertainty, people are having to navigate uncharted levels of stress. Whether that stems from job insecurity, financial stress or emotional fatigue, we can often find ourselves encountering challenging interactions as everyone tries to handle the world around them.

“We may come across people who present as angry or aggressive, however it is likely that they are experiencing other emotions like worry or fear. Stressful interactions and moments of conflict in the workplace can have detrimental effects on our physical and mental health, so being proactive in de-escalating the situation is beneficial for everyone.

“The course truly reflects what we designed MySuperFriend to be: an accessible and interactive training module for all staff which provides value and impact at a low cost. We know that training in conflict management leads to improved outcomes for both individuals and businesses,” she added.

Ways to de-escalate conflict

As part of the course, SuperFriend encourages Australian workers to follow practical steps to successfully manage workplace conflict.

This includes to: ‘Keep calm, Empathise, Understand the Problem and Seek a Resolution.’

Ms Rose added: “It’s important that we provide people with a step-by-step guide to not only managing interpersonal conflict with colleagues, but also challenging interactions with customers. By thinking of conflict in a positive light, we can drive better outcomes for all parties and protect our mental and physical health.”

“Of course, it’s important to remember that there is no ‘perfect’ way to manage conflict and everybody tackles issues in their own way. However, there are practical and effective actions we can take to support our own wellbeing and that of those around us,” she concluded.

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Pippa Rose

SuperFriend, the national workplace mental health and wellbeing organisation, has seen increased demand for mental health and wellbeing training from Australian workplaces for their employees amid the COVID-19 pandemic.

Since social distancing measures were enforced in March, SuperFriend has seen a marked increase in demand for its support, delivering more than 80 mental health and wellbeing training and information sessions throughout the period.

The top industries seeking support for their employees during this challenging time include government, energy, and financial services — with over 80% of sessions delivered for the financial services sector alone.

Recognising the toll the last three months has taken on the media industry, SuperFriend hosted an exclusive training session for journalists on self-care and safe reporting on mental health, partnering with Mindframe, who advocate for safe reporting on suicide and mental ill-health.

“The pandemic is testing the mental health of Australian workers through ongoing challenges; changes to their work, whether through reduced hours or being laid off, working remotely or behind protective equipment, and job insecurity or financial stress” says Margo Lydon, Chief Executive Officer of SuperFriend.

“In a short space of time, there has been an increase in anxiety around physical safety and fear for loved ones, along with a decrease in financial and job security. On top of this, forced isolation means withdrawing from our usual social networks, exacerbating loneliness and often worsening existing mental health issues.

“It’s fairly common at the moment to have days when we aren’t feeling our best, as there are lots of things outside of our control at the moment. It’s more important now than ever to talk about mental health, especially around the challenges we’re all experiencing,” added Ms Lydon.

The Productivity Commission estimates that one in five Australians experience a mental health condition in any year and over their lifetime, with mental health costing Australian workplaces $17 billion every year.^[1]
Ms Lydon notes, “Increasing understanding and literacy around signs of poor mental health, as well as strategies for improving mental health can help people to access support, ultimately minimising harm and building thriving workplaces. When people are well supported, it leads to increased productivity and profitability.”

Five ways to wellbeing

As part of its training, SuperFriend encourages Australian workers to implement five ‘try at home’ ways to strengthen their psychological health and reduce stress.

This ‘Five Ways to Wellbeing’ includes: Connect, Keep Learning, Take Notice, Be Active and Give. 

Pippa Rose, Head of Consulting at SuperFriend said: “It’s a good model to think about the things that you can engage in to support your wellbeing. These are things we can do at no cost, and are all evidence-based in supporting and improving wellbeing.

“Things like making time to connect with friends and family, learning and keeping our brains curious whether through an online course or learning a new language, staying active even if for a few minutes a day, and being aware of what’s happening around you. Reflecting daily on things you’re grateful for also goes a long way towards improving wellbeing.

Ms Rose believes mental health is complex and impacted by many factors that are inherently more difficult to identify and manage than those affecting physical health.

“However there are practical and effective actions that can help people to support their mental health and wellbeing. Simple steps, such as integrating the Five Ways to Wellbeing into your daily routine, can not only encourage healthy thinking but give you a sense of control, boost productivity and reduce stress in these uncertain times” she concluded.

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