Funeral directors and others involved in the preparations and ceremonies of those who have passed have a duty to care for the dead. In the majority of cases, they work with professionalism and respect. Equally, they need to be equipped to respond with empathy to the bereaved family and friends. As we all respond differently to grief, that can be a greater challenge.

How Do Funeral Directors Cope With Bereaved Families?

When a loved one dies, we expect everyone in the funeral industry to show respect and dignity to the body. In our time of grief, we rely on funeral directors to take care of all arrangements, following the wishes of the deceased and the family. This is a familiar process to them, so they are equipped for the task.

However, there is also the added role of showing empathy and kindness to the family. It’s a lot to ask of the team. Particularly when people grieve in different ways. Some individuals will be traumatised, others stoic. Some will be angry, others confused, distraught or relieved. Such strong emotions are difficult to control, so those liaising with the family may feel the brunt.

What’s more, not all deaths follow a long and happy life. Those working in funeral services support families grieving the loss of children, young adults, and those who have died by suicide. These are emotive and challenging situations, and it isn’t easy to leave the associated feelings at work. As such, this work environment can take its toll on employees.

Regulation & Training in the Funeral Industry

A few disturbing cases have once again highlighted that the funeral industry isn’t regulated. As a result, no formal qualifications are required to work with the dead or their families.

Fortunately, the majority are members of the National Association of Funeral Directors (NAFD) or National Society of Allied & Independent Funeral Directors (SAIF), which set an expected code of actions, behaviours and professional standards. Equally, it is becoming more common practice for people working in the industry to have achieved or be willing to work towards one of the following:

• NAFD Certificate in Funeral Arranging & Administration
• BIFD Certificate & Diploma in Funeral Service
• Health & Social Work qualifications

These courses provide practical learning for processes, but are they preparing employees for the emotional challenges of the role?

There are calls for the Government to regulate the industry. However, the proposals on good practice focus on the care of the dead. We believe there is also scope to include mandatory employee training on conversations about death. The aim would be to improve confidence, competence and self-care for everyone working with bereaved families.

It’s Uncomfortable to Talk About Death

In some cultures, death is openly discussed, seen as part of the natural circle of life and celebrated. However, in the UK, we often find it uncomfortable to talk about death. This can hinder conversations about funeral planning, as well as dealing with the practicalities when a loved one has passed.

Those working in funeral services are open to these conversations. They are a normal part of the working day. However, the people they are talking with may not be. Therefore, customer communications require sensitivity, active listening and appropriate responses. Equally, it is important to understand the professional boundaries. What is in the remit of your job, and when do you need to direct people to external specialist support?

In a society that is uncomfortable talking about death, these skills aren’t instinctive. Therefore, training on conversations about death is an important step in equipping employees to handle a variety of situations. In addition, we believe that training on well-being and resilience should be a priority in an industry where challenging situations and conversations are a daily occurrence.

Resources for Those Working with Bereaved Customers

We specialise in equipping teams with training and resources that aid communication and support for customers facing vulnerable circumstances.

For those working in the funeral industry, these include:

• Bereavement Personas – to explore different responses to death
• Conversations with Customers About Death – training on compassionate and adaptable responses
• Resilience & Well-being – training on how to protect yourself from the emotional burden of dealing with challenging situations and conversations
• Signposting – a free resource listing organisations that provide specialist support for those in need.

Could these empower your team and enhance customer service? To find out more, please contact us.