This Doris Zagdanski talks to grieving people almost every day, and invariably they bring up the subject of what someone said that puzzled or upset them.

Doris enlists the help of grieving people to tell you what they need from you. She has adapted communication skills and counselling techniques to enable you to speak confidently with a grieving friend, relative, colleague or client.

Here you have countless strategies to respond with empathy, without falling into the trap of being stuck for words. Doris writes as if she is speaking to you, and shares her own experiences of crib death and breast cancer so that others may learn.