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Navigating Remote Work Challenges: A Story of Empathy and Adaptation

In the early days of the pandemic, as the world rapidly shifted to remote work, I found myself on a journey that tested not just my professional abilities but also my understanding of the human experience in the workplace. As an Employer of Record (EOR) in India, I was responsible for building and managing remote teams for a US-based client. The client was happy with the work output, but there was a concern—one that stemmed from the sudden, unprecedented shift to working from home.

One day, I received a call from the client’s manager. He was puzzled and a bit concerned about one of our team members, a talented lady who consistently delivered excellent work but rarely spoke during meetings and never turned on her video. “She’s doing great work,” he said, “but we’re worried about her communication. Why is she always on mute? Why doesn’t she turn on her camera?”

This was a delicate situation. I knew the employee came from a small town, but I hadn’t considered how her environment might be impacting her presence in virtual meetings. So, I decided to speak with her directly.

When I reached out, she was open and honest about her situation. She lived in a small house, part of a joint family, with multiple generations under one roof. Her home was close to a bustling railway station, so the noise of trains passing by was a constant backdrop. Children played in the house, filling the rooms with laughter and sometimes chaos. And her home wasn’t as modern as the ones we’re used to seeing on video calls—it was simple, with little space for privacy.
“I keep my camera off because I don’t want to distract others with the noise and the view of my home,” she explained. “And I stay on mute so that the sounds around me don’t disrupt the meeting.

 

Remote Work

Her words struck a chord with me. Here was someone who was doing everything she could to contribute to the team, despite circumstances that made remote work challenging in ways that many of us might not even imagine. It wasn’t just about the physical space; it was about dignity, respect, and the desire to present herself professionally, even when the environment wasn’t conducive.

I took this explanation back to the US manager. At first, he was taken aback. It was a perspective that hadn’t occurred to him—how could it, when his own experience of remote work was so different? But as he listened, I saw a shift in his understanding. He became more empathetic, more appreciative of the challenges our team in India was facing, especially those in remote or less-developed areas.

Not only did this conversation change his view of that particular employee, but it also deepened his respect for the entire team’s efforts. He recognized that while the team was working under difficult circumstances, they were still delivering high-quality work. And he became more appreciative of our efforts as an EOR to ensure connectivity and infrastructure for our employees, no matter where they were based.

This experience reinforced the importance of empathy and adaptability in managing remote teams, especially in a country as diverse as India. It’s a reminder that while technology connects us, understanding and compassion truly bring us together. For any EOR client looking to build remote teams in India, this story illustrates the value of looking beyond the surface, understanding the unique challenges that employees might face, and appreciating the incredible dedication they bring to their work, no matter the circumstances.

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