About this course
Whatever the circumstances, the death of a loved one can be heartbreaking and challenging. It impacts individuals in different ways.
This half-day training course provides an understanding of how bereavement may impact customers and how they engage with organisations. We will explore how to support bereaved customers with empathy and respect in practical and reasonable ways to avoid any additional distress.
This course is ideal for anyone who regularly handles customer conversations, especially when the subject of bereavement arises.
Delegates will have the opportunity to reflect, share good practices and participate in course activities and case study discussions.
What you will learn
Learning Objectives:
By the end of this session delegates will be able to:
- Understand bereavement and how it can shift customers’ priorities
- Recognise the impacts of bereavement
- Know and use appropriate bereavement terminology and responses
- Identify a range of practical steps to support bereaved customers
- Understand the importance of supporting someone planning their end of life
- Apply the knowledge gained from the course to better support customers during distressing conversations
Course Content
Understanding bereavement
- Statistics and impacts
- Language of bereavement
- Customer’s priorities
- The grief process
Supporting customers
- Recognising and addressing emotional needs
- Recognising and addressing practical needs
- Supporting end of life conversations
Looking after yourself
- Understanding personal triggers
- Emotional resilience
- Circle of Control
- Supporting colleagues
Recent reviews
Helen's training sessions are fantastic & she is so warm and really easy to talk with.
This course was fantastic. Helen's presentation style was really engaging, and she skillfully provided us with extensive and practical knowledge. The interactive format was excellent, and the inclusion of dedicated time for team discussions proved to be highly beneficial in allowing us to immediately apply the concepts and align our understanding as a team.
Good resources provided and good chat with other advisers on strategies.