Whatever cancer throws your way, we’re right there with you. Nobody enjoys having difficult conversations – especially when they have to take place over a call or email, rather than in person. Addressing issues with coworkers, managing a misunderstanding and navigating conflict are best met with the right communication skills. 1. To find out more visit www.acas.org.uk/training. There are new ways of communication being developed very quickly during the coronavirus crisis. If possible, find a comfortable and private place to have this conversation. This can be stressful, before you even consider the conversation you’re about to have. Voice interface systems that can be worn under personal protective equipment (PPE) and connect team members are being released and developed constantly. It is a guide for communicating with relatives with compassion during the coronavirus pandemic. You don’t need a script, but preparing answers to possible questions or objections will keep you cool, calm and collected in the moment. Have a question?Click here to email our advisors. But it’s not always easy to have difficult conversations. Find out what the person already knows and expects before you start. In order to manage a difficult conversation you need to think carefully about: the way you communicate; your ability to take control of a meeting and; your levels of self-belief. Realise that the employee might actually be grateful for your discussion. If you can’t see it, it can’t see you - it worked every time. Use clear terms: either die, dying, death. Request your guide to getting CIPD qualified online with unlimited 1:1 tutor support and interest-free plans. Also operating in Northern Ireland. © Macmillan Cancer Support, registered charity in England and Wales (261017), Scotland (SC039907) and the Isle of Man (604). check what’s been understood and how people are. Course Code: 161b Course Overview: The Way We Work guidance encourages us all to challenge behaviours that are not in keeping with our values: Fair, Effective, Supportive and Innovative. “Difficult Conversations” and to practice the skills it introduces key points Discuss the key takeaways from the lecture 10 mins personAl inventory Reflect on a difficult conversation you had recently 15 mins 3 5 prACtiCing skills In pairs, evaluate your performance against the seven steps of an effective conversation. If you’re gearing up for a conversation you’ve labeled “difficult,” you’re more likely to feel nervous and upset about it beforehand. You seem to get into lots of conflicts, disagreements and difficult conversations at work. This short animation produced by the Irish Hospice Foundation suggests a 5-step approach to delivering bad news. How To Have Difficult Conversations At Work. Acas runs training events on ’Handling difficult conversations’ which allow you to test your skills in a safe, supportive environment. That way, you end up with fewer indignant excuses and more reasonable, thought-out responses.Â, If possible, use only your own observations as a backup during a difficult conversation. Planning and preparing your conversation is as important as it always has been, perhaps more so if unfamiliar technology is involved. Share experiences, ask questions and talk to people who understand. On this page, we have included lots of useful resources to help you to have these discussions sensitively and confidently. NHS Education Scotland provides an e-learning, If you’re looking to have end of life or Palliative Care conversations, please see, For specific guidance relating to cancer and its treatment see, If you’re working in the community and having specific conversations related to primary care please see, If you’re looking for general COVID-19 resources go to, For resources to support your emotional health and wellbeing please see. Find out more about RED-MAP and RED-MAP guides for Professionals. The faster the … Here’s how to do it when you can’t be face to face. Offer words of comfort and tell them what happens next. If not, try to secure a meeting room, or a coffee shop for a more casual feel. You can access the flashcards: It is currently available in 10 languages and has a read aloud function for patients who can’t read. Dealing with a problem raised by an employee How an employer should handle a workplace problem that an employee raises before it goes to a formal grievance procedure. We help people get through cancer. However, by preparing well – as you obviously are by reading this article - you’ve already drastically reduced the chances of things going wrong. An anonymous network of people affected by cancer which is free to join. There’s a good reason why most people don’t enjoy having difficult conversations. The more real evidence you have of problematic behaviour, the easier it is to state your case clearly and the harder it is for the employee in question to accuse you of being unfair.Â, Don’t tell the person you're speaking to how you ‘feel’ or express personal disappointment – this makes it more about you than the issue you're discussing. The key principles of leading difficult conversations, Communicating with people who are recently bereaved, More resources on difficult conversations, from the Doctor Will Zoom You Now research, What's going on near you? If you think of the conversation as a difficult one, dreading it is unavoidable. Maintaining workplace happiness can sometimes mean entering into difficult conversations with employees in order to offer support or resolve conflicts. Below are a few things to think about when communicating using technology during this crisis: Talking to relatives: A guide to compassionate phone communication during COVID-19 is a resource that has been developed by Dr Antonia Field-Smith and Dr Louise Robinson from the Palliative Care Team at West Middlesex Hospital. In fact, they often get worse if you don’t pay attention to them. Here is some guidance and resources to help you have these conversations effectively and confidently. For example, it will be difficult to formally discipline an employee for late-coming when there’s no formal working hours policy. If you wish to use gentler terms, make sure they can’t be misunderstood. NHS Education for Scotland has produced a short film on this topic, which you can see below. You hid under the covers. Difficult conversations in the workplace People working across Buckinghamshire are benefiting from mental health support at work. Make sure not to dismiss their point of view, particularly if the issue is regarding a complaint from another member of staff. When you have a difficult conversation at work, you need to be ready to discuss more than just the issue at hand. Making sure your rules are set in stone and widely available so that you’re in the clear should the problem employee decide they are being unfairly singled out. We understand that difficult conversations are made even more difficult by the coronavirus (COVID-19) pandemic. When you were a kid, we're willing to bet you had a sure-fire solution for making monsters go away. If this … What to do if you've got a problem at work and want to raise it with someone. Bring the person towards an understanding of the situation – how things are, what has happened or is likely to happen. We have produced some recordings of fictional telephone and Skype calls that demonstrate good practice in these situations: This is part of our Courageous Conversations package. Think about allowing longer pauses for the communication to reach the other person and for them to process what you’re saying. A culture of … It was launched before the coronavirus pandemic, but many of the key points will still be relevant for health and social care professionals. Find out who can apply and how to access our grants. They may have to be shorter, or take place through personal protective equipment (PPE) or over the phone. What do you want to ask? Think of your meeting as a constructive conversation that helps both the company and the employee. Embarrassing the employee won’t make for a productive meeting. VAT no: 668265007. Remember it? By helping them see where they’re going wrong, you’re developing them as a person and allowing them to progress in their careers. Ask for help and support from colleagues, senior staff or a specialist. Douglas and Heen provide a lot of practical advice and real-life … Find the nearest Macmillan information and support centre, Coronavirus (COVID-19) guidance for people with cancer, Coronavirus guidance if you have recovered from cancer, Shielding – Taking care of yourself at home, Self-isolation advice during the coronavirus outbreak, The latest updates to Macmillan's services, Coronavirus vaccine for people living with cancer, Coronavirus guidance for people worried they have cancer, Coronavirus information for healthcare professionals, An older patient who has co-morbidities but is currently well, A patient at home with multiple co-morbidities, The daughter of a patient in a care home phones her mother's GP, A follow up phone call from a GP to a patient, Talking to relatives: A guide to compassionate phone communication during COVID-19, NICE Guidance on communication with patients during coronavirus, Macmillan Courageous Conversation useful words and phrases resource, Royal College of Surgeons Guidance on Communication with patients during coronavirus, Royal College of GPs Top 10 tips for coronavirus telephone consultations, Top Tips for getting the most out of the virtual health and care experience, Palliative care, End of Life and Bereavement, British Psychological Society Coronavirus resources for professionals. The research found that the toughest conversation topics are all work related, with the top three being talking about pay at work (33%), a colleague’s inappropriate behaviour (31%) and feedback on poor performance (30%). Types of difficult conversations in the workplace. There are also learning points and links to other resources on this subject. No one likes having their mistakes and failings pointed out to them, especially in the workplace where their livelihood depends on being good at their job. Provide proof. 12 Tips for Handling Difficult Conversations at Work, PRINCE2® Foundation & Practitioner Combined, Leading Innovation & Change in the COVID Era. RED-MAP is part of the Building on the Best programme in Scotland, funded by Macmillan Cancer Support. Deliver your message, clearly and unambiguously. Full preview http://www.skillboostersvideo.com 250+ video resources for training. Relax! Tackling sensitive issues at the workplace starts from the ground up. What matters to you? If you have cancer, you may be able to get a Macmillan Grant to help with the extra costs of cancer. Wherever you choose, make sure it’s private and out of earshot of other colleagues. What professional (doctor, nurse, registrar for death) do you anticipate they will speak to next? Realise that the employee might actually be grateful for your discussion. Prepare yourself and the environment as much as you can. At this point and not before, find out if they are with someone, or have someone to talk to afterwards. Not every difficult conversation is going to be “confrontational” … Might your need to be more successful at managing difficult conversations at work be met by this London UK based management training course called Skills with People? If they apologise for crying, reassure them it’s OK and understandable. The nation finds have difficult conversations tougher at work than at home, according to new research by Chartered Management Institute (CMI).. Registered office: 89 Albert Embankment, London SE1 7UQ. One hour Webinar is designed to help you manage difficult conversations at work in three easy steps. Act quickly. Seek a second opinion, if needed. Technology is not always straightforward so be prepared for things like poor connection, distortion in sound, and not being able to access video. It is suitable for all care settings. This guide has been written for line managers. Most people don’t purposely do badly in their jobs - they likely can’t see that they’re causing problems. If you can, avoid giving further information until they’re slightly calmer. However, sometimes this means we will need to have difficult or challenging conversations at work. Not to mention, it will help create a dialogue of open communication and make things easier for everyone.Â, People aren’t their best selves when put on the spot. Facebook COO Sheryl Sandberg encourages her employees to have tough conversations at least once a week. Find out about support groups, where to get information and how to get involved with. In the session, 10 of us were watching through our laptop screens, as Catherine detailed how to go about these challenging conversations. In the video below Dr Lara Mitchell, discusses talking about dying during the Covid-19 and demonstrates the use of the RED-MAP Framework. We have produced a 13 minute recorded PowerPoint presentation to support you when having difficult conversations at work, during the Coronavirus pandemic. Move towards ending the conversation – check they have understood everything and answer any questions. When you’re in charge of having the difficult conversation?You can regress to hiding under the covers – or you can deal with the problem like an adult. Your organisation may decide to make use of one of these. They are currently integrating British Sign Language videos too. Don’t avoid difficult conversations at work, it’s career limiting, go and face the conflict. It is better if a person doesn’t wait for the problem to get solved itself. Your problems won’t disappear just because you’re not looking. To provide you with a convenient online experience and to improve our communications, please click "ACCEPT ALL". Here’s another area in which it’s helpful to do your homework ahead of time. Conflict is scary, but uncomfortable conversations can get us to a resolution … Find out some of what the person you are talking to knows, expects, and feels. These recordings provide some useful strategies, words and phrases. For most of us, these are conversations we’d rather put off.… People teams should consider the organisational culture, values and whether it has experience of having candid conversations and receiving feedback. Learn how we keep your data private, Mon - Fri: 8.30 – 17:00 Thurs 24th Dec: 9:00 - 14:00 Fri 25th Dec - Mon 28th Dec: CLOSEDTues 29th Dec - Thurs 31st Dec: 9:00 - 17:00 Fri 1st Jan - Sun 3rd Jan: CLOSEDMon 4th Jan: 8:30 - 17:00 (GMT), Mon - Thu: 9:00 - 18:00 Fri: 9:30 - 17:00 Mon 21st Dec - Wed 23rd Dec: 9:00 - 17:00 Thurs 24th Dec: 9:00 - 14:00 Fri 25th Dec - Fri 1st Jan: CLOSEDMon 4th Jan: 9:00 - 18:00 (GMT). Allow enough time to summarise and check they have understood, give them time to ask questions and clarify everything you’ve told them. If you have a private office, that’s usually the best place. Seventy percent of employees avoid difficult conversations in the workplace, according to a study by career-coaching startup Bravely, this can lower morale and cause a toxic work environment. Give the person you’re talking to plenty of time to consider what you’re saying by speaking slowly and pausing regularly. They might be upset, indignant, or flat-out angry if they believe they’re being unfairly called out. You’ll want to … Start the conversation with a clear outline of what is going to follow. Difficult conversations - extract. Plan and practice what you’re going to say in advance so that you get the point across fairly without being condescending or accusatory. It’s your job as a good manager or HR person to act as a coach and mentor as well as a leader. We’re here to provide physical, financial and emotional support. Handling difficult conversations at work. Raising an issue at work video. Breaking the news of a death can be particularly challenging when it has to be done over the phone. Enhance your HR industry skills with an online professional qualification. Before the conversation, think about how will you end it – what advice or referral for support can you offer the person? No one that’s not directly involved or affected by the situation should know what’s happening. It uses flashcards to share information and describe the plan of action through the PPE barrier. Your donations make it happen. Where you hold the meeting sets the tone for the conversation. Very few people relish the thought of confrontation, especially at work, but avoiding difficult conversations isn’t always an option especially in a managerial role. Our friendly Course Advisors will send you more information about the course and answer any questions you have. Try to make your environment as free of interruptions and distractions as possible.  Ultimately, dealing with the issue at hand will have better results in the long run than letting a bad situation fester. Engage and empathise with the person you are talking to from the outset. Yes, if any of the following are true for you. Take a beat and alter your mindset. With some video conferencing technology there may be time delays, even if you can see the person’s face. But what do you do when it’s you in the manager’s position? If they cry, acknowledge with a soft tone of voice and express sympathy: I’m sorry. We have provided some general principles around effective communication and have looked specifically at how you might use cues to provide more focus to your conversations. Cardmedic is a free app that has recently been released. Here’s how! We understand that difficult conversations are made even more difficult by the coronavirus (COVID-19) pandemic. We’re worried that the other person will react badly – as well they might. Plan ahead. Support yourself – who can you talk with to debrief? Not only should you be able to define exactly what the problem is, but you should also be able to explain how you’d like the employe to improve. Having difficult conversations is hard to do successfully under the best of circumstances. One way to do this would be to discuss norms prior to engaging in difficult conversations about race. 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