Lesson 2: Creating a Home Atmosphere

Question 1

Protocols

Answer 1

the “how-to’s” of policies, may be room for ambiguity here, how policies are complied with, guidelines or accepted practices, do not have to be written

Question 2

Policies

Answer 2

less room for ambiguity, common policies allow consistency of care/service, rules within the business that are written

Question 3

what is deportment?

Answer 3

how we behave and represent the funeral profession, how you look, stand, smell, and conduct yourself at work

Question 4

what percentage of the data we base decision-making on comes from non-verbal cues?

Answer 4

93%

Question 5

why is grooming, dress, and deportment important?

Answer 5

because families are apt to think, if this person cant even take care of themselves, how can they take care of my loved one.

Question 6

Windrum’s 10 commandments

Answer 6

1. you will know who is in charge
2. you will allow adequate time to get the job done in an orderly fashion
3. you will appear calm and comfortable at all times
4. you will stay in touch with the funeral director in charge
5. you will attend to the needs of the people
6. you will plan your strategy ahead of time
7. you will know the name of the deceased, clergy, and place of interment
8. you will follow the course of the service and be interested in it
   9.you will be in position when the service concludes
9. you will not neglect post service follow up

Question 7

7 personal protocols that will help create a home atmosphere in the funeral home

Answer 7

1. value people
2. listen actively
3. be tactful
4. give credit
5. be consistent
6. admit mistakes
7. set a good example

Question 8

why do we have policies and protocols?

Answer 8

creates stability in workplace, consistent and reliable service to family, demonstrates professionalism, creates a corporate brand or identity specific to the funeral home, ensures smooth operation of funeral home