The toxic handler: organisational hero – and casualty

Summary

In this article published in Harvard Business Review, Frost and Robinson discuss toxic handlers – managers who voluntarily shoulder the sadness, frustration, bitterness and anger of others so that high-quality work continues to get done. Managing the pain of others is hard work. Toxic handlers save organisations from self-destructing, but they often pay a high price – emotionally, professionally and sometimes physically. Some toxic handlers experience burnout; others suffer far worse consequences, such as ulcers and heart attacks. This article discusses burn out within healthcare and other industries, how it can happen and offers solutions.

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