Our first Beyond the Conversation panel discussion was hosted on Monday 10 February. Helen was joined by Lucy Carpenter, Ollie Wright and Mark Guyment to discuss Bereavement & Terminal Illness. More specifically, how firms can best support customers and colleagues who disclose loss or a terminal diagnosis.

You are welcome to watch the full replay above, but we also wanted to share some key points that deserve further discussion in every workplace.

Why do we need to have conversations about bereavement & terminal illness?

All of us have or will experience the death of someone close. We are all likely to know someone who has had a serious health diagnosis. These are common life events which impact all of us. However, few of us are comfortable talking openly about these subjects. Mark stressed that the number of people living with cancer is rising, so we need to get better at understanding and meeting the needs of our colleagues and customers.

Lucy shared that the biggest challenge for employees returning to work after cancer diagnosis or treatment was isolation. Colleagues don’t know what to say and are scared about saying the wrong thing, so they actively avoid talking to the individual. So, at the time when you most need support and a reliable network, it isn’t there.

The panel all agreed that some companies were proactively improving bereavement internal journeys. However, there is a lot of inconsistency. The experiences of those facing these life events varied, even depending on who they spoke to within the same organisation.

Who is responsible for responding to colleagues & customers facing bereavement & terminal illness?

The panel agreed that this wasn’t a role for one or two individuals in an organisation. It is everyone’s responsibility to be better informed and know how to respond to these disclosures.

Ollie stated that some people are more comfortable than others in discussing death. Therefore, organisations can identify and train those in the team who are open to these conversations.

Mark added that there needs to be advocacy from the top, which empowers individuals on the team.

What about bereavement policies?

The panel shared that only 1 in 3 organisations have a bereavement policy and there is no legal obligation to do so. In most cases, decisions about compassionate leave are left to the Line Manager’s discretion. This was one reason for inconsistency in experiences.

Helen raised the point that leave is often granted following the death or diagnosis of a close family member. However, as many of us have a complex family make up, so our closest ties might be with someone who isn’t a blood relative.

Mark stated that having a policy is a good starting point, but it needs to be embedded in company culture. Employees need to be informed about how to deal with a situation in the best possible way. In addition, it must be clear that everyone’s experience of death and terminal illness is different, so the appropriate response must be considered on a case-by-case need.

Mark stated that with the multiple demands and decisions placed on organisations, this was often a low priority. To place it higher on the agenda, leaders need to understand the positive financial impact of treating individuals with compassion and appropriate support in their times of greatest need. It is a powerful way to retain customer and staff loyalty, which impacts the bottom line.

Cut the paperwork

Helen raised the issue of relentless administration related to bereavement and Power of Attorney. Do organisations need to receive an original death certificate before processing requests? Can we start to recognise how difficult it is when faced with excessive forms and complex processes? Lucy talked about brain fog and how much harder it is to comprehend and complete paperwork following death or diagnosis.

Mark raised the point that most organisations capture data which could provide incredible data to support relevant actions and inform customer service teams. However, this isn’t being accessed or used to benefit customer journeys.

When does someone cease to be a customer?

Ollie raised an interesting point about whether someone who has died is still treated as a customer. Technically, until the account is closed, they are. There remains a duty of care to deliver the best outcomes for that individual. This also raises questions about appropriate data storage and use.

Should bereavement and terminal illness training be mandatory?

Several questions relating to training were asked by attendees. Everyone on the panel agreed that training for leaders and customer-facing teams was important. Training helps to open up discussions, improve consistency in responses and embed compassion into the company culture. Helen, Lucy and Mark’s organisations all deliver training to organisations across the UK.

Thank you to our panellists

We appreciate the time and insight offered by our Beyond the Conversation panellists. Please follow the links for further information on how they can help your businesses deliver appropriate and consistent support to colleagues and customers:

Hospice UK

Cancer Support UK

Estate Search

Helen Pettifer Training

Associated resources:

You are welcome to download our free Bereavement Policy template. Alternatively, this policy is included within our Bereavement Support Toolkit for Businesses along with personas, our guide to appropriate responses and a Power of Attorney guide.

Join the next Beyond the Conversation

Join us for an insightful live panel discussion exploring practical approaches to colleague well-being.

This live webinar brings together a panel of experts to share their insights, experiences, and best practices on fostering resilience and well-being for colleagues in customer-facing roles, especially when navigating highly emotive and challenging conversations.

Hosted by Helen Pettifer Training and featuring expert panel:

Rula Samara-Sellers – Head of Customer Experience at Novuna

Rachel Eason-Whale – Head of Impact and Inclusion at London & County Mortgages

Heidi Misseldine – Psychotherapist and trainer at Helen Pettifer Training Ltd

Date: 24 April 2025
Time: 14:00 – 15:30

Register here