As a Telecommunications operator, many things are inherent. Things such as shift work, handling emotional communication and being tied to a console will always be a part of the job. Other things like being unwell are found in abundance in communications centers around the world. Unlike the external stressors, being well throughout your career is an internal issue. It is a choice and we can do many things to maintain physical and emotional wellness.
Sue Pivetta, a former Telecommunications operator and founder of Professional Pride Training Company, agrees handling the parts of the job stressful to the mind and body begins with a being proactive. "Everything in life is a choice, including wellness - it's an inside job mostly," she states. What does this mean to the average operator? We know we need to stay healthy, but with everything going on around us, including the unhealthy aspects of the job like shift work, how do we take care of ourselves? An understanding of our needs at various points of our career, what the agency can do and some simple changes can ensure every telecommunications operators has a healthy, happy career.
In Training
Even before the excitement of receiving the job offer wears off, trepidation sets in. Facing the new Telecommunications operator are weeks of classroom training and on-the-job training. This training, especially if not conducted with an adult model of learning, can make even the most confident person unsure of themselves and their ability to do the work. Even after a decade, what sticks with me most about my training were the tapes of the most horrific calls and the stories about calls which landed the operator in front of an unkind media and a jury. If everyone involved in the training process acknowledges the stress involved in training, the experience can be made much easier. As a trainee there are many things you can control to make your experience enhance wellness. "The ability to communicate needs to the trainer, mentor and someone outside the profession," Pivetta suggests a trainee do. "Since there is so much going on that the trainee does not understand or may interpret incorrectly - it is important to feel safe to ask questions as well as express fears, confusion or ask for clarification." Trainers need to keep in mind each person is different. Different things may stress them out. Empathizing with the trainee and communicating an understanding of what the trainee needs can make the experience more pleasant and healthier for each. "Create a safe learning environment that promotes success and doesn't eulogize the overwhelming failure rate of past trainees," Pivetta explains. "Treat the new employee as a welcome team member, not as an outsider that must earn their way into the social structure through hazing."
Your Career
Once you've passed training and have settled into your career, the stressors change. Understanding of the mechanics of the job and several successful incidents increases confidence in your ability to do what you've been trained to do. At this stage, taking care of your physical and mental wellness is still important, especially since the accumulation of stressors can begin to take their toll. During this time, Pivetta recommends Telecommunications operators need, "the ability to communicate needs and feelings in an effective manner. The need to be able to communicate and express what is within seems to be what is needed most to overcome negativity, stress, feelings of being devalued, victimized or misunderstood - by anyone and everyone." She also adds the importance of eating well, exercising and getting enough rest.
Nearing Retirement
When a long and rewarding career is coming towards an end and the days of listening to callers and officers will soon be over, a Telecommunicator still needs to look after his or her wellness. At this point Pivetta recommends the operator concentrate on the ability to receive. "Many of us are non-receivers and we feel we must carry the burden of everyone and everything. We are unable to ask for care, appreciation, help and forgiveness because somewhere along the line we learned incorrectly that we need to be tough and strong." Operators need to be able to recognize the good they have done over their careers and be proud. The ability to accept appreciation can make these final days wonderful instead of stressful.
Management
Although maintaining wellness rests with the individual Telecommunicator, there are many things the department can do to encourage their employees. Supervisors must listen to their employees, believe them and tend to their needs, Pivetta explains. "Supervisors can promote professional maturity and help people to use certain tools and techniques such as emotional detachment, allowing and reassuring," she adds. Along with this, first line supervisors must encourage dialogue and work on behalf of their employees. Very few things can make a career more rewarding than having a supervisor you trust and feel encourages you to be the best you can be professionally and personally.
"[Top-level management needs to] view the work as pure and good," Pivetta states. "From this approach then look at the areas of the work that seem to be murky or toxic and set out to identify the issues. Top level management can encourage wellness by ensuring adequate staffing, flexible scheduling, and examining training and tackling those never ending problems head on (with assistance from outside sources at times)." When management reinforces individual Telecommunicator's choices to maintain wellness, the agency, its employees and the citizens will benefit.
Ways to Maintain Wellness
Much has been written about how to maintain wellness even while working in a stressful position. Some of the important practices are:
- Eat regularly and well
- Try and get 8 hours of uninterrupted sleep
- Exercise regularly
- Stop smoking
- Drink moderately
- Have interests outside of work
- Practice stretches or Yoga while at the console
