REWARD
“A little compassion in how we communicate makes all the difference”
conversations can feel purely transactional, and like just another task in our busy day, but behind that ‘nil pay’ update is someone facing a serious illness, possibly even a terminal diagnosis. We can’t change the policy, but we can change our approach. A little compassion in how we communicate makes all the difference. The same goes for new parents on parental leave asking about payslips or leave entitlements. These conversations might seem routine to us, but for them it’s not routine at all. They’re often sleep-deprived, recovering physically and emotionally and adjusting to a huge life change. A little patience, a kind tone and clear explanations show them they’re more than just an employee ID number – they’re seen and supported. Then there are the quiet, hidden struggles where people are dealing with financial distress because of marriage breakups or messy divorces. Again, payroll can’t give legal or financial advice, but we can be a sounding board. Sometimes just listening, showing empathy or even signposting them to the right help is enough to lift a bit of that weight. Being compassionate in payroll doesn’t always mean having all the answers, sometimes it just means being a calm, kind voice on the other end of the phone. And that’s compassion in action. Become a problem-solving partner I’ll be honest – I sometimes catch myself feeling frustrated when a query lands in
my inbox about a payslip which seems simple to me but complex to them. I look at these numbers and deductions every day, so it can be hard to understand why someone else finds them confusing. But for the person on the other end, those numbers can feel overwhelming, stressful and worrying. That’s why it’s so important to respond with patience and kindness, no matter how straightforward the issue might seem from our side. “If we’re too harsh on ourselves, it becomes almost impossible to extend real compassion to others around us” It’s the same when a colleague asks for help understanding how a contract change like reducing their working hours will affect their pay. In the rush of our day-to-day, it’s easy to see this as extra work, but for them, it’s an important life decision. It could be the difference between burnout and balance, or between constant stress and better mental wellbeing. They’re trying to find a healthier way to live and work, and they’re coming to us for help
in making that choice. We might not always have the final say, but we can guide, explain and clarify. We can help them make an informed decision, not leave them in the dark. This is where compassion really shows up: seeing the human being behind the request and taking pride in being a small but steady partner in their life choices. Being a problem-solving partner in payroll means remembering that for many people, pay is deeply emotional – it’s security, stability and peace of mind. We hold that trust in our hands every time we respond to a query, giving people clarity when they need it most. Safe, seen and supported We know that payroll is a process-driven function, one where strict routines and deadlines rule the day. Because of this focus on accuracy and compliance, it can sometimes feel robotic and detached, missing the very human element at its core. That’s where we must let compassion step in, as it’s a way to bring the human side of payroll to life. And to achieve this, we must create a payroll team culture where every colleague, feels safe, seen and supported. Safe enough to ask questions without fear. Seen for their unique contributions. Supported through compassion, practical help and clear communication. n
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| Professional in Payroll, Pensions and Reward |
Issue 115 | November 2025
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