Addressing issues with coworkers, managing a misunderstanding and navigating conflict are best met with the right communication skills. These make it easier to communicate clearly with your colleagues. But it’s not always easy to have difficult conversations. 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. For more information on this video and other resources, please visit sad.scot.nhs.uk. Facebook COO Sheryl Sandberg encourages her employees to have tough conversations at least once a week. It’s recently been updated in response to the coronavirus pandemic. There are also learning points and links to other resources on this subject. Ending a difficult conversation without an action plan is like preparing cookies … Your donations make it happen. Realise that the employee might actually be grateful for your discussion. When you were a kid, we're willing to bet you had a sure-fire solution for making monsters go away. They might be upset, indignant, or flat-out angry if they believe they’re being unfairly called out. For most of us, these are conversations we’d rather put off.… We’re here to provide physical, financial and emotional support. RED-MAP is part of the Building on the Best programme in Scotland, funded by Macmillan Cancer Support. It’s your job as a good manager or HR person to act as a coach and mentor as well as a leader. Use your own judgement to determine what’s appropriate for the seriousness of the conversation and your company culture. Depending on the issue at hand, you could put in place regular performance reviews, schedule catch-up meetings, or assign them a mentor. Effective communication is the key to a happy and successful team. Having difficult conversations is hard to do successfully under the best of circumstances. Handling 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. Act quickly. 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. 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. You’ll want to … If you can, avoid giving further information until they’re slightly calmer. © Macmillan Cancer Support, registered charity in England and Wales (261017), Scotland (SC039907) and the Isle of Man (604). They are currently integrating British Sign Language videos too. We also consider the importance of body language and use of your voice when wearing personal protective equipment (PPE). Here’s how to do it when you can’t be face to face. Technology is not always straightforward so be prepared for things like poor connection, distortion in sound, and not being able to access video. Here’s how! Training can help to give you the confidence you need. When there's a problem at work, it … Let’s make a plan for good care for you and your family. 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. Nobody enjoys having difficult conversations – especially when they have to take place over a call or email, rather than in person. However, sometimes this means we will need to have difficult or challenging conversations at work. Think about allowing longer pauses for the communication to reach the other person and for them to process what you’re saying. Cardmedic is a free app that has recently been released. Most people don’t purposely do badly in their jobs - they likely can’t see that they’re causing problems. Even if, for instance, you know that they can say nothing in their own defence, giving them the opportunity to talk and paying attention when they do will allow them to be less defensive. To provide you with a convenient online experience and to improve our communications, please click "ACCEPT ALL". Have a question?Click here to email our advisors. 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. You seem to get into lots of conflicts, disagreements and difficult conversations at work. 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. Try to make your environment as free of interruptions and distractions as possible. Realise that the employee might actually be grateful for your discussion. Build Trust Early. We help people get through cancer.  Ultimately, dealing with the issue at hand will have better results in the long run than letting a bad situation fester. Find out some of what the person you are talking to knows, expects, and feels. No one that’s not directly involved or affected by the situation should know what’s happening. 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. We’ve created a new account area offering personalised cancer information and support. Raising an issue at work video. By helping them see where they’re going wrong, you’re developing them as a person and allowing them to progress in their careers. What do you want to ask? We’re worried that the other person will react badly – as well they might. Breaking the news of a death can be particularly challenging when it has to be done over the phone. It was launched before the coronavirus pandemic, but many of the key points will still be relevant for health and social care professionals. Difficult conversations in the workplace People working across Buckinghamshire are benefiting from mental health support at work. When working in health and social care, it is inevitable that you will meet people who are bereaved. Here’s another area in which it’s helpful to do your homework ahead of time. There are new ways of communication being developed very quickly during the coronavirus crisis. 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. Think of your meeting as a constructive conversation that helps both the company and the employee. What matters to you? The practical advice given is equally relevant to managers in small or large organisations. If this … 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 … Seek a second opinion, if needed. 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. 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. Find out about support groups, where to get information and how to get involved with. Here is some guidance and resources to help you have these conversations effectively and confidently. Our friendly Course Advisors will send you more information about the course and answer any questions you have. If you wish to use gentler terms, make sure they can’t be misunderstood. For example, it will be difficult to formally discipline an employee for late-coming when there’s no formal working hours policy. If you have cancer, you may be able to get a Macmillan Grant to help with the extra costs of cancer. This guide has been written for line managers. While it's not always necessary … Think about what you need to say and how you plan to say it. If you have a private office, that’s usually the best place. What to do if you've got a problem at work and want to raise it with someone. Deliver your message, clearly and unambiguously. What do you know? Maintaining workplace happiness can sometimes mean entering into difficult conversations with employees in order to offer support or resolve conflicts. Make sure not to dismiss their point of view, particularly if the issue is regarding a complaint from another member of staff. 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. Maintaining workplace happiness can sometimes mean entering into difficult conversations with employees in order to offer support or resolve conflicts. Our mental health employment support services are teaching local business leaders how to support staff with … 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. Wherever you choose, make sure it’s private and out of earshot of other colleagues. Find out more about RED-MAP and RED-MAP guides for Professionals. 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? One hour Webinar is designed to help you manage difficult conversations at work in three easy steps. Full preview http://www.skillboostersvideo.com 250+ video resources for training. How To Have Difficult Conversations At Work. Ask for help and support from colleagues, senior staff or a specialist. “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. What professional (doctor, nurse, registrar for death) do you anticipate they will speak to next? This avoids any 'he said, she said, they said' nonsense and helps you get right to the points that need to be made. 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. The nation finds have difficult conversations tougher at work than at home, according to new research by Chartered Management Institute (CMI).. Give the person you’re talking to plenty of time to consider what you’re saying by speaking slowly and pausing regularly. 10th July 2020 Management & HR. VAT no: 668265007. Can we talk about your care and what coronavirus might mean for you? Solve: Solution time! Allow enough time to summarise and check they have understood, give them time to ask questions and clarify everything you’ve told them. Reframe the conversation in your mind. Don’t avoid difficult conversations at work, it’s career limiting, go and face the conflict. A company limited by guarantee, registered in England and Wales company number 2400969. 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. This is a summary of a blog by Real Talk training. They may have to be shorter, or take place through personal protective equipment (PPE) or over the phone. This can be stressful, before you even consider the conversation you’re about to have. 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. 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 is important to you and your family if you get very unwell? 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. 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). To find out more visit www.acas.org.uk/training. If you’re gearing up for a conversation you’ve labeled “difficult,” you’re more likely to feel nervous and upset about it beforehand. Your organisation may decide to make use of one of these. With some video conferencing technology there may be time delays, even if you can see the person’s face. If additional issues arise in the future, proper documentation can also help you come to, justify, and support the necessary resolutions. We understand that difficult conversations are made even more difficult by the coronavirus (COVID-19) pandemic. Acas runs training events on ’Handling difficult conversations’ which allow you to test your skills in a safe, supportive environment. In the session, 10 of us were watching through our laptop screens, as Catherine detailed how to go about these challenging conversations. Move towards ending the conversation – check they have understood everything and answer any questions. Set out the next steps, and arrange a follow up if you think it is required. Prepare yourself and the environment as much as you can. In fact, they often get worse if you don’t pay attention to them. If you think of the conversation as a difficult one, dreading it is unavoidable. Make sure none of your company’s rules are unspoken to reduce you and your company’s liability. Remember it? It is a guide for communicating with relatives with compassion during the coronavirus pandemic. Planning and preparing your conversation is as important as it always has been, perhaps more so if unfamiliar technology is involved. Find out what the person already knows and expects before you start. If possible, find a comfortable and private place to have this conversation. Handling difficult conversations at work. 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. Types of difficult conversations in the workplace. It uses flashcards to share information and describe the plan of action through the PPE barrier. 1. An anonymous network of people affected by cancer which is free to join. We understand that difficult conversations are made even more difficult by the coronavirus (COVID-19) pandemic. However, by preparing well – as you obviously are by reading this article - you’ve already drastically reduced the chances of things going wrong. 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%). Registered office: 89 Albert Embankment, London SE1 7UQ. This short animation produced by the Irish Hospice Foundation suggests a 5-step approach to delivering bad news. Yes, if any of the following are true for you. The faster the … Embarrassing the employee won’t make for a productive meeting. One way to do this would be to discuss norms prior to engaging in difficult conversations about race. Offer a solution. Your problems won’t disappear just because you’re not looking. 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