The Green Sheet Online Edition
June 9, 2025 • 25:06:01
Supporting a struggling team member
In the fast-paced payments industry, productivity dips can stand out—but they shouldn't be met with assumptions or judgment. When a team member becomes less productive than usual, it's essential to lead with empathy and curiosity, not pressure. The goal isn't to fix them—it's to understand and support them.
Seek insight
Start by quietly observing. Do you see shifts in the person's communication, tone or demeanor? Has the workload changed recently? Are other teammates affected? Gathering context from workflow patterns or project timelines—not from gossip—helps you approach the situation thoughtfully, with insight rather than intrusion.
When it's time to talk, choose a private, relaxed setting. Lead with care, stating something like, "I've noticed you seem a bit off lately, and I just wanted to check in. Is everything okay?" Avoid jumping to conclusions or making the conversation about performance metrics. Instead, offer a listening ear. If the individual isn't ready to share, that's okay. What matters is they feel safe and seen.
Offer solutions
If your colleague doesn't open up, steer the conversation gently toward what might help. Is their workload too heavy? Are they facing challenges at home? Could they use more flexible hours, focused time without meetings or a shift in responsibilities?
Sometimes the smallest gestures—offering to reprioritize a task or connecting them with an employee support program—can have the greatest impact. Even something as simple as encouraging a short break or mental health day can restore energy and perspective.
Be consistent
Support doesn't have to be elaborate to be effective. It just needs to be consistent. Check in after a week—not to evaluate but to reaffirm. Open with a statement like this: "Just wanted to see how you're doing and if anything we talked about is helping." Continue to offer encouragement, patience and practical support as your team member regains their footing.
Ultimately, people work better when they feel valued, not scrutinized. By approaching a struggling team member with empathy, curiosity and follow-through, you not only uplift them; you strengthen your team culture. And in a field where trust, resilience and adaptability drive long-term success, that's an investment that pays lasting dividends. 
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