Technology and mental health are becoming increasingly intertwined, especially as the demands of the tech industry continue to rise.
In a recent episode of the Ticket Volume podcast, host Matt Beran was joined by three experts to discuss the state of mental health in the tech industry: Dr. Erika Torres, a licensed clinical psychologist and sleep coach with expertise in digital health and clinical operations; Aileen Day, a certified Customer Experience Professional (CCXP) and clinical psychotherapist who focuses on improving customer and employee experiences; and Emily Hubbard, founder of Empathic Engineering, who uses her background in mechanical engineering to promote empathy and mindfulness in technical teams.
The conversation covered everything from empathy fatigue to communication challenges within tech teams. The guests explored how professionals in the IT sector face mental health challenges, how poor communication exacerbates these issues, and what systemic changes are needed to foster better well-being. Throughout the episode, the guests offered actionable insights and emphasized the importance of both personal and organizational support structures.
Here are the highlights of episode 87.
What is the state of mental health in technology?
According to Erika, the general barometer for mental health in the tech industry isn’t very positive. Technology professionals face constant pressure to meet productivity metrics, often without the necessary mental health support.
Many in tech roles find themselves burning out as they juggle high caseloads, long hours, and the expectation to scale work at an unsustainable pace. This isn't limited to individual contributors, as even those providing mental health support in digital health industries are also prone to burnout.
This highlights how the fast-paced tech environment often neglects the mental health of its workforce.
Empathy fatigue: A growing problem
Empathy fatigue, also known as compassion fatigue, is the emotional exhaustion that occurs when individuals, particularly those in leadership or support roles, become overwhelmed by constantly caring for or empathizing with others. This exhaustion can lead to burnout, decreased job satisfaction, and even physical health problems. In the context of technology, empathy fatigue often arises in managers or customer-facing roles where individuals are expected to balance technical work with emotional support for their teams or clients.
Emily and Day discussed this issue in depth. Aileen noted the challenge of empathy fatigue among tech professionals, particularly as they advance into leadership roles: “We’re expecting now people that were trained in technical fields to become people people”, she observed, pointing out the mismatch between their skill sets and the emotional labor that is increasingly demanded of them.
Empathy fatigue in tech is compounded by the isolation many feel due to the solitary nature of their work, which makes emotional support even harder to manage. Emily added that empathy fatigue happens when there is a lack of tools or training to effectively communicate and manage team dynamics. This not only drains the individual but also weakens the entire team’s performance.
Communication challenges in the tech world
One recurring theme in the discussion was the challenge of communication within the tech industry. Aileen explained that many technology professionals enter the field expecting solitary work. However, as they progress in their careers, they are required to work within teams and communicate effectively—skills they might not have developed. This leads to frustration, miscommunication, and ultimately, stress.
Aileen gave a vivid example of how technical individuals, often skilled at working alone, struggle when thrust into team environments.
The importance of soft skills
Soft skills, often termed "feminine qualities" such as empathy, communication, and emotional intelligence, were also highlighted as critical in maintaining mental health in technology. Emily emphasized how these undervalued skills can drastically change a team’s dynamic for the better.
Many tech professionals find it difficult to communicate their emotions or struggles with their managers, which leads to a culture of silence and, eventually, burnout.
The role of leadership in mental health
Leadership plays a pivotal role in creating a mentally healthy work environment. A recurring issue, as the guests discussed, is promoting individuals based on their technical expertise rather than their people management skills. This creates a disconnect between managers and their teams, as managers may not possess the emotional intelligence needed to handle interpersonal challenges.
“Great individual contributors don’t necessarily make great managers, but we continue to promote them without enough training or scaffolding”. Erika.
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Building trust within teams
Trust is essential for fostering a mentally healthy work environment, but it's often lacking in tech teams due to poor communication and a culture of silence. Aileen explained how tech professionals, who are used to working alone, often struggle when forced to collaborate in teams. This difficulty extends to speaking up about problems or failures, which can lead to a breakdown in trust within the team.
Aileen recounted her experience as an IT project manager, where team members were often reluctant to admit mistakes: “They don’t want to be the one seen as holding up the project or admit that their area of development has bugs in it. So they just don’t speak up”.
This reluctance creates a culture where problems are hidden, and the stress builds until the team reaches a breaking point. Aileen emphasized the importance of making employees feel safe to share their concerns without fear of judgment or consequences: “We are costing the organization money by not speaking up. You think it’s a problem if you admit you’re behind schedule, but I see you as a hero for being honest”.
Building trust requires ongoing effort from leaders to show empathy, encourage transparency, and create an environment where team members feel secure enough to express their challenges.
Systemic changes to improve mental health in technology
Beyond individual efforts, systemic changes are needed to improve mental health in the tech industry. One key issue is the lack of support for leaders themselves. Aileen and Erika both pointed out that while leaders are expected to absorb their teams' emotional burdens, they rarely have the resources to care for their own mental health.
Aileen humorously noted the irony in the situation: “Who’s looking after your leaders to make sure they don’t punch someone in the face?”. For real change to happen, mental health needs to be a priority at every level, from individual contributors to top leadership. This means providing mental health resources, training for managers, and creating a culture where taking time off is encouraged, not stigmatized.
Common mental health issues in the tech industry
The tech industry is known for its high-pressure environment, long hours, and constant drive for innovation, all of which can take a toll on mental health. Professionals in this field face a unique set of challenges that often lead to various mental health afflictions. Understanding these issues is critical to addressing the root causes and supporting employees effectively.
Some of the most common mental health conditions affecting tech workers include:
- Burnout: Characterized by emotional, physical, and mental exhaustion, burnout occurs due to prolonged stress and overwork. It often manifests as fatigue, lack of motivation, and decreased productivity.
- Anxiety: The fast-paced nature of tech, constant deadlines, and the fear of falling behind can lead to chronic anxiety. This can cause excessive worry, irritability, and trouble concentrating.
- Depression: Extended periods of isolation, long working hours, and high expectations can lead to feelings of hopelessness and disinterest, common signs of depression.
- Imposter syndrome: Many tech professionals, especially those in competitive environments, struggle with imposter syndrome—the feeling that they don’t deserve their success and fear being exposed as a fraud.
- Sleep disorders: Late hours and irregular schedules disrupt natural sleep patterns, leading to insomnia or poor-quality sleep, which can severely affect overall mental health.
Understanding these common issues is the first step to creating an environment that promotes better mental health for technology professionals. Addressing the root causes with open communication, better work-life balance, and access to mental health resources is crucial.
Resources for mental health support
If you or someone you know is struggling with mental health challenges, there are resources available for immediate help:
- National Alliance on Mental Illness (NAMI): A free resource for mental health support in the U.S. You can contact them at 1-800-950-NAMI or visit their website at nami.org.
- CalHope: Provides warm lines with people available to talk and listen if you are struggling. Visit calhope.org for more information.
- Employee Assistance Programs (EAPs): Many workplaces offer free counseling and mental health services through EAPs. Speak with your HR department to learn about these resources.
Conclusion: A call to action for technology and mental health
The Ticket Volume episode with Erika, Aileen and Emily sheds light on the complex mental health issues related to technology. From empathy fatigue to communication breakdowns, the tech sector is rife with challenges that impact well-being. However, the guests offered hope and actionable insights to help both individuals and organizations improve their approach to mental health.
As Aileen emphasized: “When people feel valued, the game changes”.
To truly address mental health in technology, it’s time for companies to invest in emotional intelligence training, create better support structures, and encourage open communication within teams.
Tune in for an in-depth discussion and more valuable insights from Daniel Ciolek on leveraging AI in IT service management. You can access the full episode on Apple Podcasts, Spotify, YouTube or your favorite podcasts platform.
Frequently Asked Questions (FAQs)
1. What is empathy fatigue in the tech industry?
Empathy fatigue occurs when individuals, particularly in leadership or customer-facing roles, become emotionally exhausted from constantly supporting others. It is a common problem in the tech industry, where technical professionals are expected to manage teams without adequate training.
2. Why is communication a challenge in the tech industry?
Many technology professionals are trained in technical skills but not in communication or teamwork. As they progress in their careers, they struggle to adapt to team-based environments, leading to frustration and miscommunication.
3. How can companies improve mental health in technology?
Organizations can start by offering mental health resources, providing training for managers on emotional intelligence, and creating a culture where taking time off is encouraged and employees feel safe voicing concerns.
4. What role do soft skills play in the tech industry?
Soft skills, such as empathy and communication, are essential for maintaining mental health and creating a supportive work environment. These skills are often undervalued in technical fields but are crucial for effective leadership and teamwork.
5. How can leaders support their teams' mental health?
Leaders can support their teams by fostering open communication, providing mental health resources, and ensuring they are also taking care of their own well-being to avoid burnout.
