Meet Norma – the Call Centre Worker, Struggling With The Menopause


Do you recognise similar issues in your staff as Norma, the Call Centre Worker, who is struggling with the menopause?

Norma works in a local call centre, WeWorkHard, based in Newcastle. Each day they answer lots of calls per hour and while she does love her job, there are a number of people off sick and the pressure is building up. Norma is not only under pressure with calls, she’s struggling with the Menopause.

WeWorkHard, the call centre, has had a massive increase in sales lately – which is good for the company, but because the company hasn’t expanded with the sales team, some customers have been let down. Norma gets lots of irate calls and she often leaves the office in tears.

She’s confided in her manager that things that wouldn’t normally bother her are really getting to her and she suspects she’s starting the menopause which is turning her into someone she doesn’t know and her normal happy demeanour is slipping.  Her husband is struggling to cope and life at home isn’t very pleasant either so she dreads going home.

How can you help Norma?

Norma may be going through the Menopause which can be a very difficult time for some women, both physically and emotionally.

It’s brave of Norma confiding in her manager, however, will the manager have the skills to help Norma?

If she is confiding in staff members, encourage this and ensure she talks to her GP if things start to get difficult.

It may be that Norma needs more support or resource to help her in her work, for example, takes time out between calls or getting some more staff can help with the current issues.

Training or workshops in dealing with awkward customers may help too.

Be supportive and help her where possible.

Understanding the Menopause

The Menopause is a physiological process in women that normally takes place after the age of 40, but more usually between 44-55 years. It is marked by the non-appearance of a menstrual period for 12 consecutive months or when both of a woman’s ovaries are removed or permanently damaged. According to NHS statistics, the average in the UK for a woman reaching this episode in her life is 51 years.

  • 8 out of 100 women cease menstruating before the age of 40
  • 5 out of 100 women continue menstruating until almost 60
  • The average age of menopause is 51 years (NHS statistics)

It is important that Norma can talk to people, including her husband and others about this.

What can Norma do to help herself?

There are some changes Norma can make to help relieve the symptoms of the menopause such as:

Getting a good nights sleep, a recommended 7-8 hours per night.

Take regular exercise and perhaps practice breathing exercises.

Having a well-balanced diet, rich in Vitamins B, C, D and E will help.

Avoid caffeine and alcohol if possible and drink lots of water to keep hydrated.

How NECS Works can help:

NECS Works can provide counselling for Norma (and her husband) to help understand the changes she’s going through. Employee counselling can help with a range of difficulties staff are facing, giving a safe and confidential place to talk about their issues. Employee counselling helps individual staff to come to terms with their issues and develop their own coping strategies to build resilience, confidence and help them to overcome their problems.

An advantage of using NECS Works is that they have a broad range of counsellors to choose from, matching the right counsellor to the staff member or individual. There are rarely waiting lists and the problems or issues are not put on any medical notes or records. NECS Works will simply deal help the employee or staff member to come to terms with their issues and plan a way forward.

NECS Works can also deliver workshops for businesses in areas such as “dealing with difficult customers,” “mental health awareness” and “dealing with stress in the workplace.”

Your staff are your key assets, NECS Works can help you as an owner/manager to deal with the difficult areas of staff’s personal issues that may reduce productivity in the workplace. We are experts in the field, so we can deal with the problems you don’t want to handle. Running a business is hard enough.

What NECs Works can help business owner/managers with:
  • Employee counselling
  • Workshops around specific topics
  • Crisis support – drop-in or group work
  • Workplace Mediation
  • Mental health policy development and review
  • Coaching

NECS Works is part of North East Counselling Services CIC, a leading provider of counselling in the local community, which has been established for more than 11 years.

98% of clients surveyed stated they would refer friends and family to NECS. We also deliver counselling on behalf of NHS Commissioners and Local Authorities among others.

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