Supporting Customers Through Bereavement and Terminal Illness

Description

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