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How to know if your staff need Resiliency Training

What is Resiliency

We are living in fast-paced culture with constant targets and deadlines to meet. Working to this level can cause burnout if not monitored, and if staff are unsupported. You might notice that some staff can manage these high-pressured moments differently than others. This is often due to their resiliency.

The words resiliency and resilience tend to be used quite often these days, but many might not know exactly what it is, or how to improve it in themselves or their staff. Resilience is the ability to continue on in the face of adversity, or pick yourself up again after you suffer a setback. It isn’t a case of never struggling again, or not being upset by situations, but rather that you feel those things and consciously set them aside while you figure out a solution. Resiliency is often tested by stress and stressful situations. In fact, how someone handles stress is a good indicator of their level of resiliency.

Thankfully, resilience is a skill. Some people are born with a natural resilience, but everyone can learn it. Like many skills, resilience is just about practicing it daily and improving it over time.

What is Workplace Resiliency, and how does it benefit staff

Although resilience is beneficial for all people to develop, there are some roles where having Workplace Resiliency Training can be a strong advantage. Resiliency is useful for dealing with emergencies, disasters, tough situations, and demanding people. Jobs that might require more resiliency than others include:

  • Customer service
  • Hospitality
  • Telecommunication staff
  • Healthcare roles

All workplaces can be embedded with stress, which can have all sorts of negative impacts on your staff such as lowering self esteem and mood, and raising anxiety and rates of burnout. Whereas high levels of resiliency, on the other hand, can lead to numerous positive outcomes in the workplace, including optimism, high energy, less stress, and general positive feelings in the workplace.


You might be wondering what is the difference between run of the mill resiliency and workplace resiliency. Well, nothing really – resiliency is about recognising the tough moments in life, feeling sad, or angry, or any feeling, in reaction to them, and then figuring out solutions anyway. Workplace resiliency is about encouraging your staff to recognise challenges in their work, and figure out ways to manage them as a team or individual.

Of course, enabling staff to be resilient is only one piece of the puzzle. A good organisation removes any obstacles that might hinder staff, and provides resources that support staff resilience, such as EAP, wellness benefits, etc.

With that in mind, what are the issues that might be driving the need for resiliency in your organisation? This could include long hours, impossible targets, lack of support, workplace conflict, demanding clients. Understanding the difficulties that your staff are dealing with can help determine the skills that your staff need to succeed.

Why is Resiliency Training important

On that topic, what does successful Resiliency Training look like? The result may be that staff are 20% more productive, or that the staff are happy to come to work, feel supported, and can better handle tough situations when they arise. Resiliency doesn’t always equal more productivity, but it does increase the likelihood of your staff feeling better equipped to work during challenging periods. Also, staff that are happy to come to work are, in turn, more productive, loyal, and invested in the company that they work for.

Workplace resiliency is a skill that promotes problem-solving coping, and people who do this feel more capable of managing onerous or demanding situations because they will focus on a solution as opposed to the problem. This curbs burnout, empowers staff, and raises self esteem.


Resiliency Training is something that all staff should get involved in, including leadership. While a separate training is best (this allows staff to show vulnerability in their own training without fear of judgement, retribution, etc), leadership being open about attending similar training shows that they too value learning this skill. It can also make them ‘human’ to staff, which fosters trust – something that should be highly valued in organisations.

What our training offers

Firstly, our training explores different challenging situations and how people react to them. Understanding this as a first step will help your staff show more compassion to customers and team members alike. This can enable them to better handle frustration; both their own and others’.

Our training really focuses on that problem solving skill that resilience can enhance. We look at managing challenging situations such as difficult calls or frustrated customers. We also put an emphasis on debriefing afterwards, which fosters a good support network in the workplace and is ideal for increasing resilience.

Lastly, there are plenty of tips for developing resiliency in every aspect of your life. Such as the role of self care in maintaining resilience.


Overall, our Resiliency Training enables staff to anticipate challenges, manage workplace stressors, and become more flexible and adaptable. Increased resiliency can also lead to happier and healthier staff, which improves loyalty and investment in your organisation.

If this training is something you are interested in for your company, find out more here, and send us an email at [email protected] to find out more.

Written by: Clare O’Brien, Corporate Services Manager & Counselling Psychotherapist, IACP

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