Captain Sandy’s guide to supporting employees in crisis

Sometimes, someone’s world falls apart at work. When an employee receives distressing news, the way you respond becomes a defining moment for your workplace culture, your leadership, and your team’s trust in you.

Supporting employees in crisis isn’t just an HR task, it’s a core leadership skill.
Empathetic leadership strengthens loyalty, boosts wellbeing, and reinforces that your organisation truly values people as humans first.

A recent episode of Below Deck Mediterranean shows exactly what this looks like in action. (Stay with me.)

Empathetic leadership the Below Deck Mediterranean way

Mid-shift on a superyacht, the second stew learned her stepfather had passed away. In the middle of the Mediterranean, away from her family, guests waiting for cocktails, shock setting in. Devasting.

This is not the first time I have taken lessons from Captain Sandy’s team. Let’s look at how they responded as a lesson in best practice for supporting employees in crisis.

What her boss did (Aisha, for those who aren’t diehard fans)

• Offered immediate space and privacy without assumptions
• Checked in with genuine care
• Let her choose her next steps
• Quietly redistributed responsibilities to maintain service

This blend of sensitivity and operational clarity is what empathetic leadership looks like.

What Captain Sandy did (the best Captain around, for those who have never tuned in)

Captain Sandy demonstrated why she’s become an icon of calm, human-centred leadership.

She approached her team member with care showing,

• Respect
• Vulnerability
• Emotional intelligence
• Zero pressure

She shared her own experiences of loss at sea. She created connection but didn’t overshadow the moment or make it about her. She acknowledged reality without sugarcoating it.
“This is the hard part of our job.”

Then came the crucial part of effective crisis management.

She put the decision in the employee’s hands.
Not in the roster. Not in the workload.
In her hands.

A true example of leadership that prioritises employee wellbeing and autonomy.

What the crew did (a mix of deckhands, stews and a chef FYI)

Here’s how the team showed up.

• With genuine empathy. They put her first
• They were professional and flexible
• They covered her role. No questions asked

This is emotional support at work done right.

So, why is this reality TV show relevant? 

Every organisation faces moments where employees receive terrible news during work hours. How everyone responds shapes:

• Psychological safety
• Team cohesion
• Long-term loyalty
• Trust in leadership
• Employee wellbeing

Empathy isn’t soft. It’s strategic.
And it directly fuels retention and engagement.

Most importantly, support should never be one-size-fits-all. Everyone processes crisis differently. Your role is to offer structure, not assumptions.

How to support employees in crisis

These apply, regardless of the crew you’re leading.

1. Acknowledge the situation with empathy

A simple, sincere statement can ground someone.
“I’m so sorry you’re going through this.”

2. Prioritise psychological safety

Give some reassurance.

• They’re not letting anyone down
• Work can flex
• There’s no expectation to react a certain way

This is foundational for employee well-being support.

3. Give them agency over their next steps

Simply ask “What do you need right now?”

This reinforces autonomy and reduces emotional overload.

4. Provide options, not instructions. What do they need?

• Time off
• A private space
• Support contacting family
• Continuing to work if that feels grounding
• Access to EAP, or a wellbeing resource

Offer practical support for grief or unexpected emergencies.

5. Check in meaningfully

Gentle follow-up matters. “I’m thinking of you. What can we do to support you today?” makes a huge difference.

Consistency is key, not intrusion.

6. Guide the team on supportive behaviour

Model it, and show:

• How to offer empathy
• How to give space
• How to assist with workload
• How to maintain stability in the team

To build a capable and compassionate workplace culture.

The leadership lesson

When a crisis hits, your response matters. People remember how they were treated in their hardest moments and how their workplace shows up informs how they will show up.

As Captain Sandy shows every single time, when leaders anchor themselves in empathy, clarity, and care, crews become stronger, cultures become healthier, and organisations become places where people genuinely want to be.

If your policies or leaders aren’t crisis-ready, we can help. Book a call with HR Gurus.