WELLBEING | 23
In your corner:
Working in the world of pay can be incredibly busy, so take a moment for yourself. Enjoy our resident columnist’s latest thoughts, and unwind with this issue’s puzzle.
TWIRL your way through difficult conversations in payroll Working in payroll means navigating a fast-paced team environment. So, when emotions flare up, we often find ourselves in the middle of stressful conversations. Whether it’s about performance issues or conflict among colleagues, difficult conversations are a part of our jobs. Over time, I’ve learned that having a clear and grounded technique makes these moments not only manageable, but meaningful. I return to these five core principles that help me stay anchored: T iming, W ords, I ntention, R eactivity and L istening, or as I like to call it, TWIRL . (Feel free to give your best hair flick here!) Timing – it’s everything Pick your moment wisely. Avoid month end chaos and instead schedule conversations when everyone has headspace. Giving notice before, or even sharing an agenda of the chat, helps reduce defensiveness and builds trust. Words – choose them wisely Words matter. Steer clear of “You always…”, or “You made me…” – they trigger blame. Instead, frame the conversation as an invitation, so you could ask, “Looking back, is there anything you might do differently next time?” Be clear, be kind and remember most people are doing their best in their roles. Intention – communicate that clearly Be upfront about your ‘why’. Lead with the aim to improve, not punish. Show you value the individual and want the team to thrive. When people feel valued, they’re more likely to It isn’t just about finding a slot in the diary; both people need to be in the right headspace. If someone isn’t in the right frame of mind, the message won’t land. A little patience here can prevent bigger fallout later. Listen – without being defensive Remember: it’s a two-way street. If they raise things you’ve said or done, resist jumping in. Pause and listen, as negative emotions are valid too. Be willing to own your part and extend the same grace you’d hope for if the roles were reversed. engage openly and work towards solutions. Reactivity – check emotional readiness
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Adaptability Audits Compliance Dedication Errors
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NMW Record Reporting Overpayment Underpayment
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Difficult conversations handled well can strengthen team connections, so go ahead and give the TWIRL a whirl. AJ Jain MCIPP, Payroll and Pensions Supervisor, Cambridge City Council
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