Even though we deliver peer support training, it may surprise you to learn that we are not interested in promoting peer support, per se.  We are, instead, interested in promoting wellness and well-being (which we think of as: hurting less and feeling better).  We see peer support as the “vehicle” to help an employee move towards hurting less and feeling better.

To explain this, we borrowed the framework of Simon Sinek’s “Golden Circle”. In his 2009 TED Talk, Sinek explained that leaders not only need to articulate what they do and how they do it, but why they do it. So, we accepted the challenged and constructed our own what, how and why of peer support.

WHAT

What is a peer support program?  What is it designed to do?  What is its purpose?  What is a peer’s goal?

These are incredibly important questions that management and employees will ask (or should be asking).  Here’s what we say:

What is a peer support program?

A peer support program (PSP) is an informal, in-house program utilizing vetted and trained peers to provide care and offer hope to colleagues struggling with stress.

What is the purpose of a PSP?

A PSP is designed to help hurting peers hurt less and feel better.

What is the peer’s goal?

Provide a safe, confidential space for colleagues to vent frustrations in order to decrease stress, increase clarity, and make healthier decisions.  

Note: we don’t want people to simply hurt less, we also want them to feel better.  We realized this after hearing psychologist Nancy Etcoff explain that helping someone become less miserable doesn’t necessarily mean that they feel “happier” – it just means they feel less miserable. For this reason, we committed to a two-pronged approach: helping people (1) hurt less and (2) feel better.

HOW  

If what we do is help hurting people hurt less and feel better, than how will the peer accomplish this?

How will peers help their colleagues decrease stress, increase clarity and empower healthy decision-making?  How will the program define success so that peers (and leaders) recognize it?

Here’s how:

(1) Peers provide colleagues a compassionate and confidential space – free from ridicule and retaliation.

(2) Peers ask appropriate questions in order to explore immediate needs and critical concerns.

(3) Peers reflect feelings and validate one’s situation and stress reaction.

(4) Peers help identify (and reframe) distorted thinking that may be accelerating disruption, disconnection and distress.

(5) Peers encourage colleagues to consider the next right action.

(6) Peers follow up and/or refer to the next-level of care when needed.

Each of these points require training and continued practice.

These are skills that reflect our exclusive 6-Part Protocolⓒ model.  We developed this guide after years of working people struggling with stress.  Over time, we noticed our conversations followed a natural cycle with a beginning, middle and end. 

No matter the source of stress or crux of the crisis, the rhythm and response was consistent.  As such, we teach peers to use our 6-Part Protocolⓒ as a “guide” to provide support to any colleague, at any time, dealing with any difficulty.

The best part is that it is measurable!

In our 1-day Peer Coordinator Training Program, we teach program coordinators how to collect peer stats (maintaining privacy and confidentiality at all times) and share that data with their leaders.

We recommend coordinators collect three types of statistical information: utilization, satisfaction and reported improvement. Collecting stats and measuring outcomes helps inform and improve the peer support practice and program overall.

WHY

What we do is help hurting people hurt less and feel better.  How we do this is by utilizing the 6-Part Protocolⓒ as a guide for a supportive and effective interaction.  Whywe do this are two main reasons:

* Because hurting people hurt themselves, others and the organization as a whole.

* Because better feeling people make home, work and community a better place to be.

Note, the two reasons why directly correlate with the what statement: hurt less and feel better.

Hurting people are no joke. They are not to be dismissed or disregarded. Ignoring the hurt and heartache of employees is hurting your organization. Take a minute and think about the various problems, issues and concerns that you are facing in your office right now. What percentage of those issues involve people?

When we’re hurting, we lack the “bandwidth” to show grace, be patient, go the second-mile, put in the extra effort, cooperate, tolerate, communicate and so on. Instead, we find ourselves isolating, withdrawing, blaming, shaming, resenting, doubting, arguing and more.

Peers can acknowledge the hurt and help their colleagues relieve that stress by demonstrating compassion and providing effective support.

Why help hurting people hurt less and feel better?

Because better feeling people make home, work and community a better place to be. 

 Don’t take our word for it. The research is in and it’s good news!!

Employees who feel valued and cared for report higher levels of engagement, motivation and satisfaction. Research also shows higher levels of teamwork, commitment to the organization and accountability for their performance. Leaders also report lowers levels of absenteeism and employee burnout.

THIS is the power of peer support.  The work of peer support on a micro level is to help hurting people hurt less and feel better.  But the peer program on the macro level is to help stamp out the stigma of weakness around getting help and ignite a culture of care within the organization.

Put it all together and here’s the short and simple of it:

• What is peer support? An informal support program designed to help hurting people hurt less and feel better.
• How do peers do that? By utilizing the 6-Part Protocolⓒ, peers can help lower the individual’s stress in order to  increase clarity and improve healthy decision-making.
• Why commit to helping hurting people hurt less and feel better? Because better feeling people make home, work and the community better places to be.

Interested in starting a peer support program or training a team?  Let us know.  Email: info@crisissupportsolutions.com