Bereavement Training Testimonials and Case Studies

It has been identified that some team members lack the confidence and skills to communicate directly with clients in these difficult life circumstances, so transactions become unnecessarily protracted using correspondence rather than phone calls. This adds administrative burden to the client and may delay the release of much needed funds. The 51 strong team comprises people of a wide variety of ages and life experiences.

Goals:

• Training to be provided to enable the Special Care Team to have the confidence to make and receive phone calls with bereaved clients concerning their financial products.

Training Delivered: 2 half day on site sessions at Edinburgh HQ. Delivered to 24 employees.

Testimonial:

“Aegon contacted the National Bereavement Service to enquire about their specialist bereavement training. We were interested to learn how it could supplement our existing bereavement and vulnerable customer training.

The team at National Bereavement Service were proactive, engaging and clearly proud of the work they do to support organisations and the public.

Anne Wadey and her colleague Zoe delivered a workshop for us on ‘communicating with bereaved people’ in September. The workshop was well designed and well delivered, but what made it extra special was Anne’s unique and impressive storytelling. This is testament to Anne’s long career spent working with bereaved people. Anne and Zoe were professional and personable, making them a joy to work with.

The training was informative and enjoyable and I’m confident it will add great value to our organisation and workforce. Thanks again to the National Bereavement Service team.” – Lisa Barwood – Aegon Learning and Development Consultant

How will the company use the training moving forward?

Improving customer experience by:

• Simplifying the process of accessing their assets.
• Enabling current ‘snail mail’ communications to be converted into speedier telephone conversations.
• Enhancing the quality of telephone conversations between the Special Care Team and Aegon customers, with the empathy appropriate to a business-client transaction.
• Confidently signposting customers to additional sources of support when appropriate.

Improve Special Care Team experience by:

• Increased efficiency in processing bereaved clients’ claims, leading to improved KPIs.
• Signposting clients to additional sources of support when such needs are identified.
• Increased morale through satisfying conversations with clients aligning with Aegon’s mission statement.
• Training that meets current needs.
• Enhanced skills and confidence leading to greater staff retention and happier customers who may refer.

The University of Leicester Student Recruitment and Outreach team are responsible for assisting students as they transition into Higher Education. The twenty strong team have experienced a variety of bereavements over the last year and a training need has been identified both within the team, and potentially within the university as a whole. Group training is sought, particularly around emotional understanding, communication and open discussions. The learning outcomes should therefore enable team members to feel comfortable and confident in their interactions with bereaved colleagues, and enable positive, supportive group conversations.

Goals:

• To provide the UK Student Recruitment and Outreach team with greater knowledge and understanding of how best to directly communicate with and support bereaved colleagues.

Training Delivered: 1 half day on site session at the University of Leicester.

Testimonial:

“The training we received from Zoe at the National Bereavement Service was absolutely fantastic. From putting together a very thorough proposal that clearly met the needs of the team identified in advance to delivering an expertly-handled, interactive session, we couldn’t have asked for a better approach to a really sensitive topic. We would totally recommend any organisation and team taking part in training from the NBS to enhance the support provided for employees and line managers.” – Elliot Newstead – Head of UK Student Recruitment and Outreach

How will the company use the training moving forward?

Improving team members knowledge, confidence, and skills by:

• Providing them with an awareness of the practical and emotional grief journey that a bereaved person will experience.
• Enhancing the quality of conversations between the line managers and team members and those bereaved people with the empathy, compassion, and care appropriate to this relationship.
• Confidently signposting bereaved people to additional sources of support should such needs be identified by increased efficiency in answering and helping the bereaved people with their questions.
• Improved staff morale through supportive conversations with bereaved colleagues.
• Training that meets current needs as identified by management.
• Enhancing skills and confidence leading to greater staff retention and happier interactions between team members and their line managers.
• Awareness of the other support available to them and bereaved people from the National Bereavement Service* as training providers to whom they can signpost where needed.