Case Study: Employee Calling the EAP Helpline About Persistent Low Mood and General Sadness

Background

Brandon, a 34-year-old employee working as a customer service coordinator for a national retail chain, has been experiencing a prolonged period of low mood and persistent sadness. Despite having no clear or specific reason for feeling this way, Brandon has noticed that his motivation, energy levels, and general outlook have gradually declined over the past few months.

He finds himself losing interest in things he usually enjoys, struggling to get out of bed some mornings, and feeling emotionally “flat.” At work, Brandon is finding it harder to focus and has become quieter, often keeping to himself. He worries that his colleagues have noticed, but he doesn’t know how to explain it — because even he doesn’t fully understand why he feels this way.

Feeling confused, drained, and unsure of how to move forward, Brandon contacts the Life & Progress Employee Assistance Programme (EAP) to talk about his understanding why he feels this way.

The Call

EAP Counsellor (Sophie)
Sophie is an EAP counsellor experienced in mood-related concerns, emotional wellbeing, and supporting individuals experiencing unexplained sadness.

Sophie:
“Hello, Brandon. Thank you for getting in touch today. My name is Sophie, and I’m here to support you. What’s been happening for you recently?”

Brandon:
“Hi, Sophie. I’m not really sure how to explain it. I’ve just been feeling low for a while. Kind of sad… but without a reason. I can’t shake it off, no matter what I do. I just don’t feel like myself.”

Sophie:
“Thank you for being open about that, Brandon. It can be incredibly frustrating when you’re feeling low and you don’t know why. Many people feel the same way at times — sadness without a clear cause can be just as heavy as sadness tied to an event. How has this been affecting your day-to-day life?”

Brandon:
“I’m tired all the time. I don’t look forward to anything lately, and I find it hard to focus at work. I’ve stopped going to the gym, and even on my days off I just stay in. I know something’s not right, but I don’t know what’s wrong either.”

Key Themes Identified

Persistent Low Mood: Ongoing sadness without a clear trigger.
Loss of Interest: Withdrawal from hobbies and activities that usually bring enjoyment.
Fatigue and Low Energy: Feeling mentally and physically drained.
Workplace Impact: Reduced concentration and increased emotional flatness at work.
Confusion and Frustration: Difficulty understanding the origin of the low mood, adding emotional pressure.

Sophie’s Response

Sophie responds with empathy, helping Brandon understand that feeling sad without a clear cause is common and manageable, and offering steps to rebuild emotional stability.

Sophie:
“Brandon, I want you to know that feeling low without a specific reason is more common than people realise — and it doesn’t make your feelings any less valid. Sometimes our minds or bodies give us early signals that we’re overwhelmed or emotionally stretched. You’ve taken a really positive step in calling today.”

“If you’re open to it, we can explore some gentle steps to help you feel more grounded and in control. Would that feel okay for you?”

Brandon:
“Yes… I think I need that. I feel stuck and just don’t know where to start.”

Sophie:
“Of course. One thing that can help is reintroducing very small, manageable routines — things like short walks, connecting with one person you trust, or spending even five minutes doing something that normally helps you unwind. These small acts can gradually lift your mood, even if they don’t feel natural at first.”

Brandon:
“I think I could try small things. Big changes feel too much right now.”

Sophie:
“That’s completely fine. Another thing we can look at is helping you manage the emotional heaviness when it comes up — through grounding or breathing techniques that help reset your nervous system. These can give you some stability when your mood dips.”

Brandon:
“Yes, I’d like to learn how to manage those moments better.”

Sophie:
“And Brandon, as part of your Life & Progress EAP, you can also access short-term counselling. This can give you space to explore your feelings, understand what might be contributing to your low mood, and build tools for feeling more like yourself again. Would you like me to arrange that for you?”

Brandon:
“Yes, I think talking regularly would really help.”

Practical Support Offered

Short-Term Counselling (via the EAP)
Sessions to explore mood changes, build emotional resilience, and develop coping strategies.
Daily Micro-Habits Plan
Simple, achievable steps such as short walks, reconnecting with hobbies, and light social interaction.
Grounding & Mood-Regulation Tools
Techniques for moments of sadness, low motivation, or overwhelm.
Emotional Awareness Support
Helping Brandon understand that unexplained sadness is valid and manageable with the right support.
Follow-Up Support
A follow-up call arranged to check how Brandon is coping and offer continued guidance.

Outcome

By the end of the call, Brandon feels relieved and reassured. He agrees to:

Begin short-term counselling
Try small, mood-lifting routines
Use grounding techniques to manage difficult moments
Reintroduce small social connections at a comfortable pace

He ends the call feeling supported, understood, and hopeful that things can improve.

Key Takeaways

Normalisation of Low Mood
Brandon learns that sadness without a clear cause is still real, valid, and treatable.
Gentle, Achievable Actions
Small steps help build momentum without overwhelming him.
Emotional Regulation Support
Grounding and coping techniques provide stability when his mood dips.
Structured EAP Counselling
Provides a private space for deeper exploration, reflection, and recovery.
Reassurance and Hope
The call helps Brandon feel less alone and more confident in moving forward.