Begin with the work and an open question
Choose an appropriate private setting and describe a relevant observation without assigning a diagnosis. Ask how the person is finding the workload or what support would help them discuss the situation. Allow space to respond without pressing for personal details. An employee may prefer to speak with another appropriate contact, and that choice should be respected.
Listen without rushing to solve or judge
Acknowledge what the employee says and check your understanding. Avoid dismissive reassurance, speculation about a condition or promises you cannot keep. The manager’s role includes understanding work-related concerns and responding within their responsibilities. If the conversation reveals an urgent safety concern, follow the organisation’s emergency and escalation arrangements.
Review organisational factors within your remit
Consider workload, role clarity, conflicting expectations and access to support. Agree what can be examined or changed through the appropriate process. The WHO’s guidance includes organisational interventions and training for managers and workers; individual awareness is only one part of the response. Do not place the whole burden on the employee to become more resilient.
Explain support and follow-up clearly
Know the established HR, employee assistance or other support channels and how to involve them appropriately. Respect privacy and follow organisational requirements for handling information. Agree a suitable follow-up around work arrangements without requiring disclosure of treatment details. The goal is a responsible, supportive working response with clear boundaries and access to appropriate help.
Worked example: A workload discussion stays within the manager’s role
In an illustrative scenario, an employee describes conflicting deadlines and difficulty raising concerns. The manager listens, checks the priorities with the relevant owners and explains available support channels. They agree a review of the work allocation. The conversation does not require a diagnosis or a promise that one adjustment will resolve every concern.
Put it into practice
- Ask about work without assuming a diagnosis.
- Listen and check understanding respectfully.
- Review work-related factors within your remit.
- Explain support routes and appropriate follow-up.