Counselling is an art frequently used and practiced in workplace. It is an effective tool that mitigates workplace conflicts, problems, grievances and other various issues amongst co-workers. It is the ‘men behind the machines’ in an organization who are the most important and valuable assets. These men are primarily human beings and secondarily workmen. They have emotions, feelings and possess a tender heart and a vulnerable physique. At times these emotions and feelings create problems that the workmen cannot overcome, consequently lose their confidence in work. The problems do not always relate to his/her work. They may be career problems, skills and performance problems, family problems, financial problems, marital problems, etc. All have a negative impact on their job performance eventually affecting productivity. It is important that managers play the role of a counselor. As counselor, the most pertinent task is to remove the problems and grievances, and help the individual to regain his self-confidence. Counselling can do the magic and help an individual to regain his lost confidence and self-respect. The magic in counselling
Dr Ulfat Hussain
Counselling is an art frequently used and practiced in workplace. It is an effective tool that mitigates workplace conflicts, problems, grievances and other various issues amongst co-workers. It is the men behind the machines in an organization who are the most important and valuable assets. These men are primarily human beings and secondarily workmen. They have emotions, feelings and possess a tender heart and a vulnerable physique. At times these emotions and feelings create problems that the workmen cannot overcome, consequently lose their confidence in work. The problems do not always relate to his/her work. They may be career problems, skills and performance problems, family problems, financial problems, marital problems, etc. All have a negative impact on their job performance eventually affecting productivity. It is important that managers play the role of a counselor. As counselor, the most pertinent task is to remove the problems and grievances, and help the individual to regain his self-confidence. Counselling can do the magic and help an individual to regain his lost confidence and self-respect.
Why need counselling ?
Counselling is required when problems and conflicts arise whenever people whether coworkers, close friends, family members, or even romantic partners disagree about their perceptions, desires, ideas, or values both in personal or corporate life. These differences can range from the trivial to more significant disagreements. Problems and conflicts often arouse bad feelings among people and co-workers. But conflicts and problems, if handled appropriately, can actually strengthen relationships and improve our understanding of each other. When handled badly, conflict can result in broken friendships, ended relationships, and obviously long simmering feuds.
The employees laden with problems need counselling because problem employees cannot work properly, they commit mistakes and are accident prone. This leads to low productivity and losses to the company. For rehabilitating and improving problem employees counselling becomes essential.
Beginning of the Process of Counselling
To begin the process the following method may be applied which may be called HED method.
History of the individual: The first step in the process of counselling is to have a concrete understanding of the circumstances, reasons, conditions and environment facing the individual. The counselor must know the strengths and weaknesses of the individual, too.
Establish cordial relationship: The second step is to establish cordial relationship between counselor and the counselee. The counselor creates confidence in the individual and puts him at comfort so that he/she speaks freely opening up his mind. The counselor listens with empathy and tries to understand the problems and grievances and then advise him to make the best use of his strengths and potentials by overcoming his weaknesses. In a one to one session, the counselee is spurred to overcome his interpersonal and or intrapersonal problems and crisis.
Discreet advice
The third step is providing discreet and appropriate advice to the individual. In this process the counselee is helped to mobilize his inner and outer resources and also to find new options. The counselor imbibes the counselee to discover his God gifted potentialities and develop them to make his contributions to his fellow peers in the team. The counselor must demonstrate lot of patience.
Typical problems grievances
Human beings are prone to fall in problems in anytime of his life. Broadly, these can be grouped in two categories (A) Workplace problems; and (B) Personal/Psychological problems. These are explained below:
Workplace problems and grievances
Lack of appropriate skills: Certain individuals lack certain specialized skills to perform certain jobs. Managers should analyze the cause of his low performance levels. He should have a one-to-one session and figure out what he is actually in need of. Arrange skills development training either on the job or off the job facilities.
Conflicts with co-workers: Job related conflicts occur when the employees differ in the ways and means of doing the job. Managers should mitigate the problems by discussing the problems with them and show them the right methodology to complete the job.
Promotion and salary issues: Sometimes promotions or increments are denied to an individual due to incompetency. This leads to serious lack of attention to job ultimately affecting productivity. Managers should discuss frankly and show him the way to improve job performance and grow confidence in him.
Inferiority complex: Some employees suffer from inferiority complex. They feel they are incompetent as compared to their peers. It is a feeling of insufficiency. It affects productivity adversely and deprives employee many benefits in life. Counselor, in this case, should try to convince the affected employee of his own strength, ability and importance.
Superiority complex: Some employees, especially who have good academic results and have achieved good performance ratings year after year suffer from a sense of superiority over their peers. They try to dictate subordinates and peers in work. This attitude creates division among the team members. In both the cases managers will ameliorate the problems and establish team spirit.
Personal / Psychological problems
Financial Crises: Personal finance creates a serious dent in job performance. A person in dire needs and wants cannot render the best service. Finance plays a major role in mitigating familial needs including house, health, hospitalization, transport, programs for rest and recuperation. Counselor should gather knowledge of his personal life style, extravagant expenses, etc. and advise him accordingly. He should also be told to devote wholeheartedly so that good outstanding performance can bring him promotions and obviously increase in income.
Mental Worries: Many problems are the creation of human mind. These problems disturb the mental peace of an individual. As a result this person cannot get job satisfaction and cannot contribute his hundred percent to the work output. The worries can be removed through timely counselling . They need proper guidance from someone who cares. The best person to do that is the supervisor who is friendly with him. Sometimes, managers harsh treatment becomes the cause of worries and frustration. They feel they are the victims of injustice done by their supervisors. Biased treatment of supervisors deprives these employees of many benefits and rights. This deprivation leads them to extreme depression. The timely interference and counselling by supervisor may restore his confidence and can put back the employee on tack.
Disturbed family life: Sometimes employees disturbed family life stands a stumbling block in his job performance. Serious family problems disturb peace of mind consequently they cannot perform up to his ability which he used to deliver before. A counselor of charming personality and caring can help solve his problem. This depends upon the counselors closeness and friendliness with the sufferer.
Alcoholism
Sometimes alcoholism becomes a problem faced by the employees. It disturbs work life, family and social life. It is, also, a serious threat to the work environment of the organization. It is really difficult to get rid of drinking or drug taking habits of the employee. Managers and counselors find it difficult to deal with such people. But sincere efforts from his side may yield positive results. This also depends upon the relationship between the affected person and the supervisor or counselor. It takes more time to bring back the counselee on track, it is not an easy task, and it needs persistent efforts.
Drug addiction has led to many evils, especially among the young people in the work place. It is more dangerous than drinking habit. It tears not only work-life balance; it also tears fabric of peaceful life. The causes of drug addiction are bad company, depression, tension, lack of affection from the family. Drug addiction is dangerous because it changes the life and behavior of the addict. It needs medical care and/or care of psychiatrist to deal with such people. The manager will handle the case sympathetically, befriend him closely, and advise as a loving and caring supervisor. If possible take him to specialized hospitals for drug addicts for treatment.
Attributes of a Counselor
Successful effective counselling session largely depends upon the counselor. He must be a person with charming personality, caring, and understanding. He should be able to attract other persons towards himself and should be affectionate towards one and all. He should be able to understand psychology and interpret behavior of people needing counselling . He commands respect of all colleagues and peers. Managers must acknowledge the fact that a problem ridden employee cannot work better but commit mistakes. The manager should immediately rush to their rescue, take them into confidence and counsel them to free them from emotional trap or problems facing them. When self-confidence is restored through counselling , the counselee can be a potential contributor towards achievement of organizational goals. Problems may be work related or personal / psychological, both affect job performance.
Both the line managers and the HR managers have to play the role of a counselor. Counselor must treat the employee with sympathy and empathy, listen carefully and communicate effectively. He must develop good rapport and relationship with the employee. He must bear a positive mindset and cooperative attitude. A successful counselor is a person with high degree of patience. He avoids negative attitude and does not resort to pressure tactics. Above all, he is an amiable person; a friend, philosopher and guide to the counselee.
Effective Counselling Techniques
Effective counselling needs appropriate counselling skills. This includes complete information about the person to be counseled and the circumstances leading to grievances. Individuals motives, job experience, weaknesses, strengths, attitudes and behavior should be collected before counselling begins. The techniques depend upon circumstances, causes of grievances, types of conflicts, situations, issues and incidents. The techniques vary from person to person.
Counselling is a common phenomenon in the corporate world. One of the most effective counselling techniques is to have effective communication through which the superior understands subordinates viewpoints. Cordial communication help open up employees mind. It is suggested that supervisor as counselor should abstain from stressing his viewpoints and also avoid pressure techniques. Effective communication can divulge employees prejudices against himself or colleagues and peers. Similarly misunderstanding and misconception can be removed through two way communication.
Conclusion
Sigmund Freud, the Austrian born psychoanalyst, believed there were unconscious forces that drive human behavior. He developed psychodynamic theory, also known as the historical perspective as a tool for counselling . He developed the techniques such as free association i.e. freely talking to the therapist/counselor about anything that comes up without censoring. He emphasized on transference i.e. redirecting feelings about certain people to a positive feeling. Both historical perspective and transference techniques should be used in counselling people. The greater emphasis is to counsel the individual best suited for a particular problem. Both the counselor and the counselee can benefit from such counselling sessions that establish congenial work atmosphere in the work place. This is a sure way to success.
The writer is HR Consultant, Hameem Group and Adjunct Faculty, Dhaka University
