Association for Public Service Excellence
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The Bereavement Journey (ICCM)

£178+VAT (APSE members) £289+VAT (Non-members)


07/02/23(AM) + 08/02/23(AM)

Learn more about our in-house option, please contact Fiona Sutton-Wilson for details: fsuttonwilson@apse.org.uk


Bereavement services are under new pressures with guidance that seems to change daily. Staff are coping with new risks and unprecedented demands to apply their emotional intelligence and breadth of experience to constantly changing circumstances.

To meet current demands, APSE Training and the Institute of Cemetery and Crematorium Management (ICCM) are offering this popular, one-day skills development course to help participants fully understand the meaning of bereavement services, the natural journey undertaken by people who are bereaved, and ways to develop excellent customer service during these unprecedented times.



Learning Outcomes:

By the end of this session you will:

  • Develop an understanding of the scope of bereavement services
  • Identify different customers within the sector
  • Recognise the importance of customer care in your role
  • Appreciate what skills are required to deliver an excellent bereavement service
  • Gain awareness of the bereavement curve
  • Assess the risks and opportunities in delivering excellent services
  • Plan action to improve your performance



Who Will Benefit?

Those who are looking to refresh or gain awareness of the bigger picture of bereavement services from sections such as:

  • Administrators dealing with burials, cremations, and memorial bookings
  • Cemetery operations - grave diggers
  • Crematorium operations - cremator technicians
  • Other grounds maintenance work in cemeteries


This course will be delivered online via Microsoft Teams. To access it, you will need a WiFi connection or mobile data hotspot. Downloading Microsoft Teams to your laptop, desktop or smart device will give a better performance and greater functionality throughout the day.  This highly interactive training includes a mixture of presentations, video conferencing, group work, games, quizzes and video.




This course is offered as a full day or as two half days.

Morning sessions:         09:30 Start        12:30 Finish

Afternoon sessions:      13:00 Start        16:00 Finish

Full Day session:          10:00 Start        16:00 Finish


 Click on the buttons for more information about the course


APSE Trainers

Programme (pdf)



Complete the booking form below to reserve your place!

Promoting excellence in public services

APSE (Association for Public Service Excellence) is a not for profit unincorporated association working with over 300 councils throughout the UK. Promoting excellence in public services, APSE is the foremost specialist in local authority frontline services, hosting a network for frontline service providers in areas such as waste and refuse collection, parks and environmental services, cemeteries and crematorium, environmental health, leisure, school meals, cleaning, housing and building maintenance.






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