The Co-operative Funeralcare commissioned Walkgrove to develop a new basic skills training programme for newly-recruited funeralcare staff who have previously undergone a one-day induction training course. The programme incorporates six one-day workshops:
Communication and client care
Provides the skills, knowledge and techniques needed to make a professional first impression when the client visits the funeral home or makes contact by telephone.
Caring for the deceased
Helps new starters understand how to behave in the required dignified and professional manner when caring for the deceased. It also provides practical skills and techniques for bringing the deceased into care.
Arranging the funeral
Gives funeral arrangers, admin arrangers and funeral directors a clear understanding of the importance of arranging the funeral in a professional manner.
The day of the funeral
Provides all new starters with the skills, knowledge and understanding they need to carry out appropriate checks, procedures and activities on the day of the funeral.
Provides funeral arrangers, admin arrangers and funeral directors with the skills, knowledge and techniques they need to sell pre-payment plans sensitively and professionally.
Provides funeral arrangers, admin arrangers and funeral directors with the skills, knowledge and techniques they need when selling memorial products and services sensitively and professionally.
For each of the modules we designed and published a:
Trainer guide, including overall aim and learning outcomes, resources required, room layout, outline plan with timings, detailed notes on the objectives and content of each session, key learning points, step-by-step delivery methods, activity sheets, handouts and slide thumbnails.
Slide presentation, including concise ‘headlines’ for trainer presentations and instructions for activities. The purpose of the slides is help listeners to follow what the trainer is saying – not to encompass every relevant piece of information.
Participant pack, including a programme with timings, brief handouts, activity sheets, instructions on where to find further information and guidance. This pack is given to participants at the beginning of the training day.
Handout pack, including feedback to case study activities, quiz answers etc. These are distributed to participants at the end of the relevant session or at coffee break/lunchtime.