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