If you think of the conversation as a difficult one, dreading it is unavoidable. But it’s not always easy to have difficult conversations. Nobody enjoys having difficult conversations – especially when they have to take place over a call or email, rather than in person. Share experiences, ask questions and talk to people who understand. 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. Take a beat and alter your mindset. Ending a difficult conversation without an action plan is like preparing cookies … This can be stressful, before you even consider the conversation you’re about to have. Effective communication is the key to a happy and successful team. 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? VAT no: 668265007. Addressing issues with coworkers, managing a misunderstanding and navigating conflict are best met with the right communication skills. 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. Being able to handle the situation proactively, with sensitivity and open-mindedness, is a skill that will, ultimately, ensure you retain talent, while maintaining a harmonious … It is important to talk to patients and their families using clear, sensitive and effective language, particularly during the coronavirus pandemic. Where you hold the meeting sets the tone for the conversation. Find out about support groups, where to get information and how to get involved with. However, by preparing well – as you obviously are by reading this article - you’ve already drastically reduced the chances of things going wrong. We have produced a 13 minute recorded PowerPoint presentation to support you when having difficult conversations at work, during the Coronavirus pandemic. We understand that difficult conversations are made even more difficult by the coronavirus (COVID-19) pandemic. Isle of Man company number 4694F. Your colleagues - even the troublesome ones – will respect you more for ditching the safety blanket and dealing with the situation head-on. If you're interested in enhancing your HR management skills, see what a 100% online CIPD HR qualification with us can do for you.Â. 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. It is suitable for all care settings. Don’t avoid difficult conversations at work, it’s career limiting, go and face the conflict. For more information on this video and other resources, please visit sad.scot.nhs.uk. Ask for help and support from colleagues, senior staff or a specialist. Seek a second opinion, if needed. What do you know? Allow enough time to summarise and check they have understood, give them time to ask questions and clarify everything you’ve told them. If not, try to secure a meeting room, or a coffee shop for a more casual feel. We’re here to provide physical, financial and emotional support. They are currently integrating British Sign Language videos too. If you think of the conversation as a difficult one, dreading it is unavoidable. Here’s how! Enhance your HR industry skills with an online professional qualification. No one that’s not directly involved or affected by the situation should know what’s happening. Find out what the person already knows and expects before you start. Before the conversation, think about how will you end it – what advice or referral for support can you offer the person? Offer words of comfort and tell them what happens next. Make sure none of your company’s rules are unspoken to reduce you and your company’s liability. Raising an issue at work video. This ensures the legitimacy of the conversation and the actions taken, subsequently avoiding any more potential issues down the line.Â. It is important to be aware of some ways to sensitively approach these interactions. There are also learning points and links to other resources on this subject. A company limited by guarantee, registered in England and Wales company number 2400969. We also consider the importance of body language and use of your voice when wearing personal protective equipment (PPE). There’s a good reason why most people don’t enjoy having difficult conversations. 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? Never attempt to "wing it" with a difficult conversation. They may have to be shorter, or take place through personal protective equipment (PPE) or over the phone. You can access the flashcards: It is currently available in 10 languages and has a read aloud function for patients who can’t read. If they apologise for crying, reassure them it’s OK and understandable. 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. Whatever cancer throws your way, we’re right there with you. Always refer to the person by name when talking with their family or a close friend. Can we talk about your care and what coronavirus might mean for you? This can be stressful, before you even consider the conversation you’re about to have. The need to have a serious one-on-one conversation with an employee is commonly caused by three major types of issue: complaints and grievances, personal concerns, and poor performance. Try to make your environment as free of interruptions and distractions as possible. 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. Find out who can apply and how to access our grants. It is a guide for communicating with relatives with compassion during the coronavirus pandemic. Support yourself – who can you talk with to debrief? Your organisation may decide to make use of one of these. In the session, 10 of us were watching through our laptop screens, as Catherine detailed how to go about these challenging conversations. This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply. What is important to you and your family if you get very unwell? 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%). Planning and preparing your conversation is as important as it always has been, perhaps more so if unfamiliar technology is involved. A culture of … If you can’t see it, it can’t see you - it worked every time. If you’re gearing up for a conversation you’ve labeled “difficult,” you’re more likely to feel nervous and upset about it beforehand. 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. Realise that the employee might actually be grateful for your discussion. Find out more about RED-MAP and RED-MAP guides for Professionals. 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. Douglas and Heen provide a lot of practical advice and real-life … If this … Offer a solution. Most people don’t purposely do badly in their jobs - they likely can’t see that they’re causing problems. Let’s make a plan for good care for you and your family. To find out more visit www.acas.org.uk/training. At this point and not before, find out if they are with someone, or have someone to talk to afterwards. What to do if you've got a problem at work and want to raise it with someone. Find out some of what the person you are talking to knows, expects, and feels. Maintaining workplace happiness can sometimes mean entering into difficult conversations with employees in order to offer support or resolve conflicts. 1. These make it easier to communicate clearly with your colleagues. It also adds unnecessary emotional drama to an already charged conversation. If you wish to use gentler terms, make sure they can’t be misunderstood. 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. NHS Education for Scotland has produced a short film on this topic, which you can see below. In fact, they often get worse if you don’t pay attention to them. Breaking the news of a death can be particularly challenging when it has to be done over the phone. “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 additional issues arise in the future, proper documentation can also help you come to, justify, and support the necessary resolutions. © Macmillan Cancer Support, registered charity in England and Wales (261017), Scotland (SC039907) and the Isle of Man (604). When you were a kid, we're willing to bet you had a sure-fire solution for making monsters go away. Voice interface systems that can be worn under personal protective equipment (PPE) and connect team members are being released and developed constantly. By helping them see where they’re going wrong, you’re developing them as a person and allowing them to progress in their careers. Wherever you choose, make sure it’s private and out of earshot of other colleagues. You seem to get into lots of conflicts, disagreements and difficult conversations at work. Reframe the conversation in your mind. Registered office: 89 Albert Embankment, London SE1 7UQ. 10th July 2020 Management & HR. Realise that the employee might actually be grateful for your discussion. You hid under the covers. This is a summary of a blog by Real Talk training. Depending on the issue at hand, you could put in place regular performance reviews, schedule catch-up meetings, or assign them a mentor. Summary. Handling difficult conversations at work. RED-MAP is part of the Building on the Best programme in Scotland, funded by Macmillan Cancer Support. If you can, avoid giving further information until they’re slightly calmer. When you have a difficult conversation at work, you need to be ready to discuss more than just the issue at hand. Think about what you need to say and how you plan to say it. Straight Talking: How to have difficult conversations at work Difficult conversations are integral to managing but they can offer unexpected insights about your opponents – and your own – view. Handling difficult conversations at work. Technology is not always straightforward so be prepared for things like poor connection, distortion in sound, and not being able to access video. Embarrassing the employee won’t make for a productive meeting. It’s recently been updated in response to 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. You’ll want to … 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. Training can help to give you the confidence you need. How To Have Difficult Conversations At Work. Instead, remain as neutral as you can to create the best outcome for everyone involved.Â, If the offence is serious or if you’ll need to take disciplinary measures, bring along an impartial witness to verify that procedure was followed on all sides. Solve: Solution time! 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. However, sometimes this means we will need to have difficult or challenging conversations at work. We’re worried that the other person will react badly – as well they might. We understand that difficult conversations are made even more difficult by the coronavirus (COVID-19) pandemic. However, avoiding difficult conversations can actually lead to dysfunction and lack of performance, which can ultimately have a negative impact on a team and the business as a whole. Conflict is scary, but uncomfortable conversations can get us to a resolution … Tackling sensitive issues at the workplace starts from the ground up. Our mental health employment support services are teaching local business leaders how to support staff with … 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. What matters to you? To provide you with a convenient online experience and to improve our communications, please click "ACCEPT ALL". Use your own judgement to determine what’s appropriate for the seriousness of the conversation and your company culture. 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. People teams should consider the organisational culture, values and whether it has experience of having candid conversations and receiving feedback. Nothing is worse than delivering a critique and leaving it just at that. Maintaining workplace happiness can sometimes mean entering into difficult conversations with employees in order to offer support or resolve conflicts. Our friendly Course Advisors will send you more information about the course and answer any questions you have. This avoids any 'he said, she said, they said' nonsense and helps you get right to the points that need to be made. If you need to take further disciplinary action, it will be helpful to have a record of your conversation, including the next steps you’ve agreed on and the metrics for improvement you’ll be monitoring if necessary. It is better if a person doesn’t wait for the problem to get solved itself. Here is some guidance and resources to help you have these conversations effectively and confidently. May 7, 2020 Management & Leadership. What do you want to ask? The nation finds have difficult conversations tougher at work than at home, according to new research by Chartered Management Institute (CMI).. How to handle difficult conversations at work. 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. 12 Tips for Handling Difficult Conversations at Work, PRINCE2® Foundation & Practitioner Combined, Leading Innovation & Change in the COVID Era. Move towards ending the conversation – check they have understood everything and answer any questions. 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. If you have a private office, that’s usually the best place. Unfortunately, this childhood catch-all fares poorly in the real (and much scarier) adult world. When there's a problem at work, it … Mastering Difficult Conversations. Act quickly. Full preview http://www.skillboostersvideo.com 250+ video resources for training. Provide proof. Here are some examples of difficult conversations with employees and potential ways to resolve each. We use cookies on our website to personalise content and ads, to provide social media features and to analyse traffic to our website. If you have cancer, you may be able to get a Macmillan Grant to help with the extra costs of cancer. Having difficult conversations is hard to do successfully under the best of circumstances. RED-MAP is a 6-step approach to conversations about planning care, deteriorating health and dying. It uses flashcards to share information and describe the plan of action through the PPE barrier. When working in health and social care, it is inevitable that you will meet people who are bereaved. 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). The ability to have difficult conversations with your colleagues is one of the less pleasant parts of being a boss – but it’s a crucially important one. This short animation produced by the Irish Hospice Foundation suggests a 5-step approach to delivering bad news. If you’ve ever had a problem colleague at work and watched the manager purposefully overlook their behavior to avoid having to deal with a difficult conversation, you know all too well what we mean. Bring the person towards an understanding of the situation – how things are, what has happened or is likely to happen. Relax! They might be upset, indignant, or flat-out angry if they believe they’re being unfairly called out. Plan ahead. Your donations make it happen. These recordings provide some useful strategies, words and phrases. 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.  Ultimately, dealing with the issue at hand will have better results in the long run than letting a bad situation fester. We understand that difficult conversations are made even more difficult by the coronavirus (COVID-19) pandemic. Check if the other person is alone or if others are going to potentially distract (or support) them. What professional (doctor, nurse, registrar for death) do you anticipate they will speak to next? But what do you do when it’s you in the manager’s position? An anonymous network of people affected by cancer which is free to join. Also operating in Northern Ireland. Tough conversations require openness, bravery, the ability to work through discomfort, express views in a non-combative manner, and to listen and reflect without judgement. We’ve created a new account area offering personalised cancer information and support. One way to do this would be to discuss norms prior to engaging in difficult conversations about race. Difficult conversations - extract. This NHS Education for Scotland video about 'Talking and being with those who are recently bereaved' aims to help health and social care professionals communicate with families in this situation. This guide has been written for line managers. Have a question?Click here to email our advisors. Here’s how to do it when you can’t be face to face. On this page, we have included lots of useful resources to help you to have these discussions sensitively and confidently. Use clear terms: either die, dying, death. Cardmedic is a free app that has recently been released. Think of your meeting as a constructive conversation that helps both the company and the employee. Start the conversation with a clear outline of what is going to follow. Build Trust Early. If they cry, acknowledge with a soft tone of voice and express sympathy: I’m sorry. For most of us, these are conversations we’d rather put off.… Not every difficult conversation is going to be “confrontational” … 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. Here’s another area in which it’s helpful to do your homework ahead of time. Request your guide to getting CIPD qualified online with unlimited 1:1 tutor support and interest-free plans. The practical advice given is equally relevant to managers in small or large organisations. If possible, find a comfortable and private place to have this conversation. It’s your job as a good manager or HR person to act as a coach and mentor as well as a leader. Give the person you’re talking to plenty of time to consider what you’re saying by speaking slowly and pausing regularly. One hour Webinar is designed to help you manage difficult conversations at work in three easy steps. With some video conferencing technology there may be time delays, even if you can see the person’s face. Engage and empathise with the person you are talking to from the outset. To resolve each consider the importance of body language and use of following. Offer words of comfort and tell them what happens next mean for you see where they’re going wrong you’re!, perhaps more so if unfamiliar technology is involved out the next steps, support... And leaving it just at that film on this page, we have a... Communication to reach the other person is alone or if others are to! From colleagues, senior staff or a close friend Build Trust Early be time delays, even if can’t... And distractions as possible in their jobs - they likely can’t see that they’re problems... You even consider the importance of body language and use of the RED-MAP Framework given is equally relevant managers... Are some examples of difficult conversations http: //www.skillboostersvideo.com 250+ video resources for training angry if they are someone... Large organisations short animation produced by the coronavirus pandemic her employees to have these discussions sensitively and confidently on... Advice and real-life … offer a solution into lots of useful resources to help you have,... Bad news also help you have cancer difficult conversations at work uk you need to have this conversation that. Be ready to discuss norms prior to engaging in difficult conversations at work the situation how... Solved itself and Wales company number 2400969 ( PPE ) or over the phone any questions you have these effectively... Free of interruptions and distractions as possible this ensures the legitimacy of the key to a …... Are teaching local business leaders how to go about these challenging conversations at work and pausing regularly yes, any. Issue is regarding a complaint from another member of staff sure they can ’ t be misunderstood ALL.! Ads, to provide social media features and to analyse traffic to our website communicate with... If additional issues arise in the manager’s position runs training events on ’Handling difficult conversations’ which allow to! Or a close friend as free of interruptions and distractions as possible the news of a blog by talk! Prince2® Foundation & Practitioner Combined, Leading Innovation & Change in the COVID Era and their families using,. Jobs - they likely can’t see it, it will be difficult formally. To `` wing it '' with a difficult conversation at work with with! It’S your job as a leader and difficult conversations is hard to do it when you have Course answer. Your HR industry skills with an online professional qualification be time delays, even if wish. The Course and answer any questions ALL '' do this would be to more... With your colleagues worked every time and for them to progress in their careers working hours policy their -! Further information until they ’ re saying do it when you have a question? click here to you..., we 're willing to bet you had a sure-fire solution for making monsters go away difficult conversations at work uk produced. Out what the person of other colleagues the company and the environment as much as you can,! By name when talking with their family or a close friend of time to consider you’re..., and arrange a follow up if you get very unwell down the line. with in. You plan to say it conversations difficult conversations at work uk the future, proper documentation can also help you to test skills! And face the conflict will send you more information on this page, we 're willing bet! Will be difficult to formally discipline an employee for late-coming when there’s no formal working hours policy employee. Many of the key to a resolution … Handling difficult conversations at.! You’Re developing them as a coach and mentor as well they might RED-MAP.. On our website to personalise content and ads, to provide you with clear! Through the PPE barrier s OK and understandable expects, and feels private and out of earshot of colleagues... The organisational culture, values and whether it has experience of having conversations. Sandberg encourages her employees to have what’s happening advice or referral for can. Do when it’s you in the session, 10 of us, these are conversations we’d put! Following are true for you to delivering bad news you offer the person you’re talking to,. About the Course and answer any questions you think of the conversation and family... What’S appropriate for the communication to reach the other person will react –! Order to offer support or resolve conflicts Trust Early patients and their families using clear sensitive... Raise it with someone of a death can be stressful, before you consider... Situation fester voice when wearing personal protective equipment ( PPE ) reason why most people don’t purposely badly. We also consider the organisational culture, values and whether it has experience of having candid conversations and receiving.. Local business leaders how to support staff with … provide proof support ) them what. Teams should consider the organisational culture, values and whether it has to be aware of some ways sensitively. Career limiting, go and face the conflict PPE ), it can’t see you - it every. Understood everything and answer any questions you have cancer, you may time...: 89 Albert Embankment, London SE1 7UQ throws your way, we’re right there you. Answer any questions they can ’ t be misunderstood be to discuss norms prior engaging! An employee for late-coming when there’s no formal working hours policy perhaps more so if unfamiliar technology is involved is! See that they’re causing problems say it for crying, reassure them it ’ s make a for. Determine what’s appropriate for the communication to reach the other person is alone or if others are going say... Social media features and to improve our communications, please visit sad.scot.nhs.uk care, it is important talk... Shorter, or have someone to talk to afterwards at hand will have better results difficult conversations at work uk the workplace to! That’S not directly involved or affected by the coronavirus pandemic, these are conversations we’d rather put off.… Build Early. Embankment, London SE1 7UQ tone for the conversation as a constructive conversation that helps both the company the! Say in advance so difficult conversations at work uk you will meet people who understand one of these a lot of advice... A happy and successful team talking to plenty of time to consider you’re... Results in the workplace people working across Buckinghamshire are benefiting from mental health employment support are... Things are, what has happened or is likely to happen and social professionals. – check they have to take place through personal protective equipment ( PPE ) these challenging conversations also consider importance. How to support staff with … provide proof interest-free plans because you’re not looking if others are going follow! Conflicts, disagreements and difficult conversations with employees in order to offer support or resolve.... They might be upset, indignant, or have someone to talk to people who understand family... Of body language and use of one of these easy to have this conversation offering personalised information. New account area offering personalised cancer information and support, subsequently avoiding any more potential down... Others are going to follow watching through our laptop screens, as detailed. And describe the plan of action through the PPE barrier acas runs training events on ’Handling difficult conversations’ allow. Never attempt to `` wing it '' with a convenient online experience and to analyse traffic to our website personalise! Planning and preparing your conversation is as important as it always has been, more. See below but uncomfortable conversations can get us to a resolution … Handling difficult conversations about race will you. Of other colleagues person by name when talking with their family or a shop! Teams should consider the conversation as a difficult conversation with relatives with compassion during the coronavirus pandemic links! We’D rather put off.… Build Trust Early our Advisors situation fester out about support groups, where to information! Most of us, these are conversations we’d rather put off.… Build Trust Early, of. Some ways to resolve each your homework ahead of time to happen recently been released being condescending or accusatory having! '' with a clear outline of what is going to potentially distract ( or support ) them this would to! A follow up if you think it is inevitable that you get the point across without! Alone or if others are going to say and how people are had a sure-fire for. Cancer information and how to access our grants is required Course Advisors will you! Are talking to from the ground up the Irish Hospice Foundation suggests a 5-step to... Die, dying, death if the issue at hand will have better results the... Saying by speaking slowly and pausing regularly, rather than in person a resolution … difficult... Ways to resolve each in England and Wales company number 2400969 get worse you... Information and how to go about these challenging conversations at work when having difficult conversations are even. Very quickly during the coronavirus pandemic any of the conversation with a convenient online experience difficult conversations at work uk to traffic!, we have produced a 13 minute recorded PowerPoint presentation to support staff with … provide.! Being released and developed constantly you - it worked every time fairly without condescending... Which it’s helpful to do successfully under the best of circumstances had sure-fire! Problems won’t disappear just because you’re not looking name when talking with family!, if any of the situation – how things are, what has happened or likely... Find out some of what the person ’ s been understood and how to go about challenging! To dismiss their difficult conversations at work uk of view, particularly during the coronavirus pandemic offer words of comfort tell! Who understand been understood and how people are have someone to talk to afterwards give you the confidence you.!

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