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Winning Ways: The Funeral Profession's Guide to Human Relations

Name: Winning Ways: The Funeral Profession's Guide to Human Relations
Price: $91.88 USD
Availability: InStock
Author: Van Beck, Todd
ISBN: 9780838596463

by Van Beck, Todd

ISBN13: 9780838596463
ISBN10: 0838596460
Edition: 1st
Format: Paperback
Copyright: 1998-08-04
Publisher: McGraw-Hill Education / Medical

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Summary

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

Author Biography

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

Section I: Service Excellence.

1. This Thing Called Service.

2. Service.

3. What Price Mistakes?

4. Your Actions Reflect Your Thoughts.

5. Dependability.

6. The Funeral Home's Personality.

7. Clues to Serving The Family.

Section II: The Winning Professional Attitude.

1. Sell The Funeral Home.

2. Client Appreciation.

3. Enthusiasm.

4. So What?

5. Stand by Your Word.

6. Professional Arrogance.

7. The Funeral Professional Requires Tolerance.

8. Patience in the Selection Room.

9. The Funeral Home Gopher.

10. Approval.

11. Flattery.

Section III: Difficult Situations.

1. Client Complaints.

2. The Cynic.

3. Coolness Under Fire.

4. Handling the Difficult Family.

5. Getting Back in Their Good Graces.

6. The Unreasonable Family.

7. The Silent Family.

Section IV: Funeral Director Skills.

1. Confidentiality.

2. The Power of Names.

3. The Value of Listening.

4. Confidence in Funeral Service.

5. Funeral Professionals Are Always Diplomats.

6. Tact.

7. What Impressions Do You Create?

8. Why Argue?

9. The Art of Persuasion.

10. Communication Blunders.

Section V: Communicating With Families.

1. Make It Easier For Families To Deal With You.

2. The Family Is No Mind Reader.

3. Through The Families' Eyes.

4. Put Yourself In The Other Person's Shoes.

5. The Timid Family.

6. Advice.

Section VI: Funeral Service Etiquette.

1. The Power of "Thank You".

2. Old-Fashioned Manners.

3. The Impression You Give.

4. Over Familiarity Breeds Resentment.

Section VII: Our Noble Profession (Inspirational Readings About Funeral Service).

1. The Funeral of The Unknown Soldier.

2. The Honorable Profession.

3. Code of Professional Ethics For The Funeral Service Practitioner.

4. A Winning Personality.

5. "The Undertaker".

Supplemental Materials

What is included with this book?

The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.

The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.

Rent More, Save More! Use code: ECRENTAL

Rent More, Save More! Use code: ECRENTAL

5% off 1 book, 7% off 2 books, 10% off 3+ books

Winning Ways: The Funeral Profession's Guide to Human Relations

Summary

Author Biography

Table of Contents

Section I: Service Excellence.

1. This Thing Called Service.

2. Service.

3. What Price Mistakes?

4. Your Actions Reflect Your Thoughts.

5. Dependability.

6. The Funeral Home's Personality.

7. Clues to Serving The Family.

Section II: The Winning Professional Attitude.

1. Sell The Funeral Home.

2. Client Appreciation.

3. Enthusiasm.

4. So What?

5. Stand by Your Word.

6. Professional Arrogance.

7. The Funeral Professional Requires Tolerance.

8. Patience in the Selection Room.

9. The Funeral Home Gopher.

10. Approval.

11. Flattery.

Section III: Difficult Situations.

1. Client Complaints.

2. The Cynic.

3. Coolness Under Fire.

4. Handling the Difficult Family.

5. Getting Back in Their Good Graces.

6. The Unreasonable Family.

7. The Silent Family.

Section IV: Funeral Director Skills.

1. Confidentiality.

2. The Power of Names.

3. The Value of Listening.

4. Confidence in Funeral Service.

5. Funeral Professionals Are Always Diplomats.

6. Tact.

7. What Impressions Do You Create?

8. Why Argue?

9. The Art of Persuasion.

10. Communication Blunders.

Section V: Communicating With Families.

1. Make It Easier For Families To Deal With You.

2. The Family Is No Mind Reader.

3. Through The Families' Eyes.

4. Put Yourself In The Other Person's Shoes.

5. The Timid Family.

6. Advice.

Section VI: Funeral Service Etiquette.

1. The Power of "Thank You".

2. Old-Fashioned Manners.

3. The Impression You Give.

4. Over Familiarity Breeds Resentment.

Section VII: Our Noble Profession (Inspirational Readings About Funeral Service).

1. The Funeral of The Unknown Soldier.

2. The Honorable Profession.

3. Code of Professional Ethics For The Funeral Service Practitioner.

4. A Winning Personality.

5. "The Undertaker".

Supplemental Materials

Rewards Program