One theme we often hear from clients is the need to support managers in having conversations about mental health. It’s understandable—these conversations can feel intimidating. But with the right approach, leaders can become trusted allies who help employees feel seen, heard, and supported. That’s where the GLOW model comes in. It’s a simple, empathetic framework for navigating these sensitive conversations with care and confidence.

G: Get Curious

Start by approaching the conversation with genuine curiosity, not assumptions. If you notice changes in behavior or mood, reach out with care.

Create psychological safety by choosing a private setting—ideally in person or on video 1:1—and use a calm, open tone. A thoughtful way to begin might include:

• “I’ve noticed you haven’t quite been yourself lately, and I’d love to know how I can support you.”

Use open-ended questions and follow the employee’s lead. Resist the urge to problem-solve too quickly, diagnose them or minimise their feelings. Instead listen for cues about what support might help.

L: Listen

The most powerful thing you can do in these conversations is listen—fully and without judgment.

Pay attention to both what’s being said and how it’s being said. Use verbal and non-verbal cues like head nods or short affirmations such as “That makes sense” or “I hear you” to show that you’re present. Mindfulness can be helpful here. When you notice your mind drifting toward fixing or reacting, gently acknowledge it and return to simply holding space.

O: Observe

Acknowledge and reflect what you’re hearing. This helps the other person feel understood and opens the door to deeper dialogue:

• “It sounds like you’re feeling X, and that’s making it tough to do Y. Is that right?”

If you’re on video, nonverbal cues such as facial expressions and your posture can offer insight. Ask if they’d like to explore next steps or resources together.

W: Way Forward

Not every conversation will require immediate action—but all should end with care and clarity.

You might ask:

• “Would it be helpful for me to share some resources?” or “Is there anything I can check in on later this week?”

Know what your organization offers in terms of mental health benefits, and offer these when appropriate. If there’s any concern of immediate risk, don’t hesitate to involve HR, clinical professionals, or emergency services.

Don’t Forget: Support Starts with You

Leading through emotional moments can take a toll. It’s just as important to protect your own mental health and seek support if you need it. Leverage company mental health benefits and tools like Headspace—whether that’s a 3-minute breathing exercise or our AI-powered companion, Ebb, for in-the-moment reflection.

Empowered Leaders Build Resilient Cultures

The GLOW model gives managers a human-centered framework for supporting team members through life’s harder moments. With the right tools, leaders can foster stronger connections, destigmatize mental health, and build workplaces where people thrive.

👉 Explore how Headspace supports leaders with training, care navigation, and always-on support for every moment of need.

This blog is intended for informational purposes only. It is not a substitute for professional medical advice, diagnosis, or treatment and is not intended to replace care provided by a mental or physical health professional. We disclaim all liability that may result either directly or indirectly from this blog post.

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