Loss and Bereavement Awareness for Contact Centres, Customer Service and Other Telephone Based Roles

Workshop Description

Based on many years’ experience delivering our Loss and Bereavement Awareness workshop to a range of businesses and organisations across the UK, this workshop has been designed for staff handling calls from family members requiring account administration following the death of an account holder. Its purpose is to build staff confidence in these interactions, increasing knowledge of how bereaved next-of-kin may be feeling, thus improving how staff liaise with bereaved people and boosting an organisations social reputation.


Workshop Aims

    After the workshop participants will:

    • Understand how to communicate effectively and compassionately with bereaved customers/clients or next of kin on the telephone.
    • Increase their understanding of how a person is affected by bereavement and be more able to empathise and respond appropriately within their organisation’s policies and procedures.
    • Considered listening skills relevant to telephone conversations with bereaved people, including managing anger and distress.
    • Be aware of the impact of working with bereaved people on themselves and colleagues, and consider ways to manage the wellbeing of themselves and others.


    Our workshops are designed to be delivered in-house for up to 20 participants and preferential pricing is available for charities and Not-for-Profit organisations. We have a team of dynamic trainers who have many years of experience to draw on.

    The day can be tailored on request to need the specific needs of an organisation and previous training or prior knowledge of the participants.






    If you would like to learn more about the training that Cruse can offer or would like to organise a workshop for your organisation please contact the Training Team on 0208 939 9542 or email Training@Cruse.org.uk




    Bereaved at work

    We can help you develop a bereavement policy, train managers and HR staff, and ensure that your organisation can offer an appropriate and timely response to bereaved employees.


    Our new Cruse Masterclass selection will be delivered by eminent bereavement specialists, supported by Cruse Bereavement Care and hosted by Dr Colin Murray Parkes.


    We offer a range of bereavement awareness training at venues across the UK, and can provide tailored in-house training to meet your organisation's needs.