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This article is excellent. Basic skills are often lacking in communication. Even within teams people find it hard to communicate, how demoralising is it to work somewhere where you may not even be acknowledged with a good morning, why do people behave badly or Inappropriately? Because we are human. These are human factors that need to be better understood & addressed because whilst we don't more avoidable harm happens, massive waste of resource & hugely distressing for everyone involved. When we want to change something in the system we need to be able to have difficult and open conversations without fear. This is still very difficult to do. Thank you.