Cover image for Winning ways : the funeral profession's guide to human relations
Title:
Winning ways : the funeral profession's guide to human relations
Author:
Van Beck, Todd W.
Personal Author:
Publication Information:
Stamford, Conn. : Appleton & Lange, [1998]

©1998
Physical Description:
x, 229 pages : illustrations ; 23 cm
General Note:
Includes index.
Language:
English
ISBN:
9780838596463
Format :
Book

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Library
Call Number
Material Type
Home Location
Status
Central Library RA622 .V36 1998 Adult Non-Fiction Central Closed Stacks
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Summary

Summary

Written for the funeral service industry by a funeral service professional, this unique book teaches effective methods of interacting with people.


Author Notes

Todd W. Van Beck is a Certified Funeral Service Practitioner with the Academy of Professional Funeral Service Practice and is Dean of the Funeral College at the University of Memphis for the International Cemetery and Funeral Association


Table of Contents

Forewordp. ix
Prefacep. xi
Ten Ways This Book Will Benefit Youp. xiii
Section I. Service Excellence
1. This Thing Called Servicep. 3
2. Servicep. 7
3. What Do Mistakes Cost?p. 12
4. Your Actions Reflect Your Thoughtsp. 16
5. Dependabilityp. 21
6. The Funeral Home's Personalityp. 25
7. Clues to Serving the Familyp. 28
Section II. The Winning Professional Attitude
8. Sell the Funeral Homep. 35
9. Client Appreciationp. 39
10. Enthusiasmp. 44
11. "So What?"p. 49
12. Stand By Your Wordp. 53
13. Professional Arrogancep. 57
14. The Funeral Profession Requires Tolerancep. 61
15. Patience in the Selection Roomp. 65
16. The Funeral Home Gopherp. 70
17. Approvalp. 73
18. Flatteryp. 77
Section III. Difficult Situations
19. Client Complaintsp. 83
20. The Cynicp. 88
21. Coolness Under Firep. 92
22. Handling the Difficult Familyp. 97
23. Getting Back in Their Good Gracesp. 100
24. The Unreasonable Familyp. 104
25. The Silent Familyp. 108
Section IV. Funeral Director Skills
26. Confidentialityp. 113
27. The Power of Namesp. 118
28. The Value of Listeningp. 122
29. Confidence in Funeral Servicep. 128
30. Funeral Professionals Are Always Diplomatsp. 132
31. Tactp. 136
32. What Impression Do You Create?p. 140
33. Why Argue?p. 144
34. The Art of Persuasionp. 149
35. Communication Blundersp. 152
Section V. Communicating With Families
36. Make It Easier for Families to Deal With Youp. 159
37. Families Are Not Mind Readersp. 162
38. Through the Families' Eyesp. 167
39. Put Yourself in the Other Person's Shoesp. 173
40. The Timid Familyp. 177
41. Advicep. 180
Section VI. Funeral Service Etiquette
42. The Power of "Thank You"p. 185
43. Old-Fashioned Mannersp. 189
44. The Impression You Givep. 193
45. Overfamiliarity Breeds Resentmentp. 197
Section VII. Our Noble Profession (Inspirational Readings About Funeral Service)
46. The Funeral of the Unknown Soldierp. 205
47. The Honorable Professionp. 211
48. Code of Professional Ethics for the Funeral Service Practitionerp. 215
49. A Winning Personalityp. 218
50. "The Undertaker"p. 222
Indexp. 225

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