Mental Health Challenges at Workplace: Emma's Case Study and Solutions

This report analyzes a case study focusing on mental health in the workplace, specifically examining the interactions between an employee, Emma, and a difficult client. The analysis delves into the signs of mental distress exhibited by Emma, her reactions to stress, and the impact of the client's behavior on her mental well-being. The report explores the effects of conflict caused by challenging client behavior, and proposes alternative approaches Emma could have taken. It also suggests strategies, interventions, and techniques a manager could employ to mitigate stress escalation and support both Emma and other clients. The report concludes with recommendations for supporting Emma and the clients involved, providing a comprehensive overview of workplace mental health challenges and potential solutions. The report references multiple sources to support the arguments and analysis.

Running Head: MENTAL HEALTH 1
Mental Health at Workplace
Student’s Name
Institutional Affiliation

MENTAL HEALTH 2
(a) What signs of mental distress was Emma exhibiting throughout her conversation with the
client?
Emma looks like she is sad. She looks tired as she thinks in a confused manner and her
concentration ability is weak (Compton & Kotwicki, 2007). She is excessively fearful and
worried when confronted angrily by the client (Hanisch et al., 2016). She also has problems in
understanding the client.
(b) Discuss your reaction to response Emma’s stress level.
What disturbs me from Emma’s stress level is that she is unfriendly. If I was a client and she
serves me in that manner, I would definitely not be happy. I feel that Emma is suffering
internally either from working for so long or is unwell.
(c) Explain how conflict caused by difficult behavior (such as the client) can impact Emma’s
mental health
According to skill Booster, difficult behavior can lead to stress and conflict leading to poor
general performance on duty (Skill Boosters, 2014). The negative behavior impacted Emma’s
drive and her sense of wellbeing leaving her unfocussed and demoralized. The conflict that
results from the client’s anger affects Emma mental health by causing her excessive fear. This
can be clearly seen when the client screams at her.
(d) Discuss your thoughts on the way the client approached Emma and how it may impact
bystanders
The steamroller approached Emma in a quite unfriendly manner. Even though she could be
tired, she can do better communication wise. Her body language is seemingly unkind and her
attitude demanding. She is seemingly impatient. The client’s entrance to see the receptionist

MENTAL HEALTH 3
somehow causes commotion and that would distract or bring anger to the bystander. Her strong
words like “stripping” was definitely disgusting to other people.
(e) Discuss what you would have done differently if you were in Emma’s shoes
If I was Emma I would give all my attention to the client. I should greet and welcome her
warmly with a smile and maintain eye contact. I would manage the client’s anger by being
friendly. I would help the client with understanding what and how to fill in the form. I would
apologize where necessary. When provoked I would maintain a relaxed tone and explain to the
client the situation as it is.
(f) What specific strategies, interventions, and techniques would you use to engage the client
in order to reduce the stress escalation if you were Emma’s manager?
As the manager I should observe Emma’s behaviors and state like mood and demonstrate care.
Then offer some employee assistance program. I would also arrange for meeting agendas to talk
about working conditions and employees’ health and safety. Lastly, I would listen to Emma’s
condition if it is illness or weakness from long working hours.
(g) How best can you support Emma and the other clients after witnessing this scenario?
I can support Emma by advising her to report to the management in case she is not feeling well
(Corrigan& Rao 2012). I should also help her learn to cope with the bad mood and stress and
how that should not affect the client (Gatchel & Schultz, 2012). For the client I would advise her
to be patient, calm and understanding. I would also advise her on the importance of reading all
instructions to avoid unfounded blames.

MENTAL HEALTH 4
References
Compton, M., & Kotwicki, R. (2007). Responding to individuals with mental illnesses(pp. 61-
75). Sudbury, Mass.: Jones and Bartlett Publishers.
Corrigan, P. W., & Rao, D. (2012). On the self-stigma of mental illness: Stages, disclosure, and
strategies for change. The Canadian Journal of Psychiatry, 57(8), 464-469.
Gatchel, R., & Schultz, I. (2012). Handbook of occupational health and wellness (p. 418). New
York: Springer Science + Business Media.
Hanisch, S., Twomey, C., Szeto, A., Birner, U., Nowak, D., & Sabariego, C. (2016). The
effectiveness of interventions targeting the stigma of mental illness at the workplace: a
systematic review. BMC Psychiatry, 16(1). doi: 10.1186/s12888-015-0706-4
Skill Boosters. (2014). The Steamroller - problem workplace behaviour/difficult people.
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