Andrew Calvert posed the above mentioned question on LinkedIn, to which the note mentioned below was my response________________________________________________First let us understand why "emotional exhaustion" happens in the first place. Emotional exhaustion happens when staff are conditioned to express emotions that they don't feel, which results in staff feeling "emotionally exhausted," typically sapped out and completely "zoned-out" as it were. though there are various ways people would express and manage such emotions. There are many conventional "methods / processes" that work for specific situations and people. one thing that used to work for me again and again is that is used to take time out for such group of people. (you can find them out by talking to their superiors / colleagues / and by watching them in between calls - stoned, pretty "phased out" facial and verbal expressions.) used to give them cue-cards (easily available outside; consists of cards very much like playcards, with different expressions in them in terms of colours / pictures / paintings / sceneries etc.), and ask them to talk abt something that happened during their calls that they can relate to by looking at the card/s they picked up randomly. So people will talk mostly on emotionally charged (both sad and happy) calls (what the caller said and what they had in mind but cudnt say because company regulations didnt warrant that, and what they "actually" said). Talking about all these in front of everybody else is very akin to "group therapy" and, of course, has to be handled in a very mature manner, as ppl can be crying, angry, and express a clutch of other emotions. Once done and over with, it is like "cleansing" of the mind of "disrupting emotions." mostly everybody is "emotionally happy" and cheerful as a heavy load gets lifted off.
Contributed by Mallar Chakraborti
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