Selling life insurance can be rewarding, but it can also be taxing. There are times when agents will have to speak with a grieving family member or otherwise deescalate a situation.

Here are some tips to give your agents when handling delicate situations.

Listen with Care 

A lot of times, people just want to be heard. They don’t necessarily want diatribes or platitudes, nor do they always want advice. Even when they’re calling their insurance agency, some people just want to be heard. Speak only when you feel it is appropriate but listen to their words and emotions before deciding what to say. Some clients may want to get straight to the point and get off the call as soon as possible. Whatever the case, listen carefully to identify what the client needs most and provide that to the best of your ability.

Keep the Conversation on Track 

Grief can be overwhelming and distracting. Some clients may run off with their emotions on the call. It’s important to steer the conversation on track calmly and kindly without dismissing their feelings. Find a way to relate their words back to the life insurance policy at hand. It’s important that the client feels heard and not dismissed, but it’s also important to protect your time and mental capacity.

Be Confident and Pointed 

When facing a lot of uncertainty, clients will want to know their insurance agent is confident and knows exactly what to do with a life insurance policy. Have a clear plan and speak with confidence when giving advice or information about the life insurance policy and its benefits. Knowing what you are going to say can also help to keep the conversation on the right track.

Take Care 

Not only is it important to make sure clients feel understood and cared for, but it’s also important for agents to feel understood and cared for. Managers and life insurance agency owners should be sure to offer help, backup and advice for agents. This is especially true when agents must have tough conversations with clients. Be sure to check in with each agent to make sure they are getting the support they need in order to provide the best support to clients during trying times.

Overall, every employee involved in life insurance should know how to handle and defuse a situation, as well as receive support from their advisers.