How to Respond When a Client Discloses a Terminal Diagnosis

Conversations around terminal illness can be deeply emotional and require empathy, professionalism, and support. Your response can profoundly impact your client’s dignity and comfort during a difficult time.

In this 1-hour session, you’ll learn how to respond with compassion, maintain professional boundaries, and offer meaningful support while respecting their needs, wishes, and privacy.

We will cover:

  • Immediate responses following a disclosure
  • Emotional and practical needs – what does the customer need from your organisation?
  • Time limitations – what are the options to fast-track actions?
  • Minimising paperwork and procedures to minimise distress
  • Checking the customer’s support networks and signposting
  • Self-care and support
Who should attend?
  • Customer facing staff
  • Claims handlers
  • Complaints handlers
  • Vulnerability Champions and leads
  • Customer Service Team Leaders
Toolkit Details.

Each 1-hour Vulnerability Toolkit session focuses on a specific aspect of working with vulnerable customers, offering practical insights and tools to navigate complex challenges with confidence and care.

Date: Wednesday, 20 August 2025
Time: 15:00 - 16:00

Book 5 places, get the 6th free
Add 6 places to your basket - the discount applies automatically at checkout.

£35.00 excl. VAT per delegate

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