In 2021 ING became the official R U OK? Conversation Partner, to help normalise discussions around mental health and wellbeing, for our people, customers and millions of Australians every year who could benefit from a kind and patient conversation.
Over the past few months, our people have been getting R U OK? ready through a series of workshops to learn ways they can make room in a conversation for someone to talk about difficult feelings.
During one of these workshops Seher Kilic from our financial support team learned about new ways to connect with customers. She puts these lessons into practice through her work, which often involves assisting vulnerable customers during times of hardship.
We caught up with her to find out more:
“I love talking to customers,” she says, “but some of the calls can be tough.” Many customers experiencing financial distress are also facing additional hardship in their life, such as terminal illness, relationship breakdowns, domestic violence and mental health challenges. “It makes me teary,” Seher says, “I wish I could do more for these people.”
Having the tools to discuss difficult topics with customers safely and compassionately is fundamental for ING’s financial support team, which helps customers who face financial challenges. “I think it’s important to acknowledge when a customer is having a hard time - to be someone they can share their problems with,” says Seher. “I tell them, ‘You’re doing great. You’re going to be OK.’ Then I connect them to other services that might help.”
Taking part in the R U OK? workshop also brought Seher closer to her team mates.
“It was nice to hear about how other people deal with hard things”, she said. “Mental health is something that impacts all of us. When I’m having a tough time, I like to talk about it with someone.”
The steps to having an R U OK? conversation are simple:
- Ask R U OK?
- Listen closely to the answer
- Encourage action
- Check in again after the conversation
This kind of conversation can happen at any time, and can help those close to you to find strategies to better manage any challenges they face. More tips for having an R U OK? conversation.
The introduction of these workshops is the first of several steps we’re taking at ING to help empower our people and communities to support those we interact with daily, from customers and team mates to family and friends.