Leading With Care Under Pressure
Decompressing and resetting can offset the effects of high pressure and stress.
40% of retail workers say their mental health has declined, driven by schedule instability, customer aggression, emotional labor, and understaffing. [1]
The work we do has an inherent impact on our well-being and mental health. That’s largely true regardless of profession, but in retail and other truly frontline situations, it can be even more so. Season two of The Pitt just wrapped up, fifteen episodes that make clear the stress health care professionals face in their work. Emergency medicine is fast-paced and unrelenting, and the toll becomes evident quickly. As a viewer, you can feel the stress, and in season two you watch it grind away at people who face this every day.
I cannot compare the life or death situation of the ER to retail, but the pace, the challenges (i.e., people shortages), and interactions with people do have similarities. The impact of stress is one of the highest. Again, I am being careful here not to completely compare the two environments. We aren't cracking chests or making life-or-death surgical decisions. But as leaders, we do play a role in critical stages of people's lives. We manage high-pressure environments, and while we might not be dealing with "life stakes," we are absolutely dealing with "heart stakes".
Let the Adrenaline Flow
Leadership is managing the situations, the resources, and the possibilities. In the ER, they call it "triage." In a store, we call it "prioritizing." When the truck is late, three people call out, and the proverbial bus just dropped off a bunch of customers, the adrenaline spike is real. We feel that pressure throughout our body. The initial adrenaline rush gets us going. We look forward to these challenges, but the wake it leaves is where real damage can be done.
The danger is that we can get addicted to that "emergency" energy. We start treating every task like a high-stakes situation. We take every decision so seriously that we approach each day with an overwhelming sense of risk. We worry, "What if I make a bad decision? What if someone does something stupid?" You can drive yourself crazy living in the what-ifs.
Managing the "Case" Load
In the emergency room, the doctors have to find a way to decompress between cases so they don't carry the trauma of the last patient into the room with the next one. Retail leaders need the same discipline. If you have a difficult conversation with a team member, or you have a tough sales day or week (they happen), you cannot carry that mental weariness onto the sales floor. You have to find a way to reset. I’ve found that even a few moments of quiet can make a big difference in resetting your brain.
Human Precision
The best leaders, like the best doctors, are those who can embrace data and analysis but apply it with human precision and emotion. Technology and AI can analyze our numbers, but they can't emulate the care that humans show toward other humans.
We must continue to develop our skills to look at all the elements together and make an informed decision on how to proceed. That requires us to be mentally "in role." If we are drowning in stress, we lose the precision. We become reactive instead of intentional. That can set off a chain reaction of negative events and emotions in everyone.
The Drive Home
An underlying message of this season of The Pitt is to have a relief valve and to seek help when needed. This can come in many different forms, from simple to complex. On the easier side, **I often use my drive home to work through the day. I talk to my phone. I have an "audio journal" session where I say, "Here is what is on my mind. Here is what I’m thinking". Getting it out of your head and into words helps you realize that while the stakes felt high in the moment, you’ve made it through. You may never listen to those notes again, or you may refer back to them later for notes or lessons learned. Either way, it releases the pressure and allows you to move for forward.
On the other end of the spectrum, some situations—or the accumulation of stressors—may require more professional support. Most companies’ health care plans include mental health support or Employee Assistance Programs (EAPs). If talking it through with yourself or a friend doesn’t feel like enough, these programs are designed to help. Use them. Your mental health is far too important to worry about what others may think. I know that’s easier said than done. In my experience, most people won’t think twice about it—and may even be glad you’re seeking the help you feel you need. If you’re unsure what’s available to you, your manager or the Human Resources support lines can provide the information you need.
Employees who feel like their mental health is supported are twice as likely to feel no burnout or depression. (Mind Share Partners, 2025)
We may not face life or death situations, but there is no shortage of emotional or at least emotionally charged situations in retail. It is not uncommon for retailer employees to be in a position where they are consoling someone making a purchase in a very difficult situation. Or they are helping someone celebrate a milestone moment in life. Those experiences come with the stress of knowing how to support in the right ways at the right time.
The stream of customers rarely stops at convenient times to allow us to catch our breath. It can feel never ending, always on, and tremendously stressful on any given day. But there are moments where we can pause. We must pause to reset, even if for a moment, to allow ourselves to not be overwhelmed. And when you need more than a moment, ask for help. There is likely far more support than you realize all around you.
What do you do when you know you need a way to reset in the moment or after a stressful day?
If you or someone you know is struggling or in crisis, help is available. You can call or text 988 or chat at 988lifeline.org in the U.S. and Canada. These services are free, confidential, and available 24/7. Sometimes making that first phone call is the hardest part, but it is also the most beneficial.
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[1] Addressing Mental Health Risks Across the Retail Workforce