Successfully reported this slideshow.

Mastering Communication

449 views

Published on

  • Be the first to comment

  • Be the first to like this

Mastering Communication

  1. 1. Mastering Communication Between the Funeral Director and the Embalmer Presented by Shun Newbern, CFSP CFDA & ACC Convention, San Diego, CA June 15, 2010
  2. 2. <ul><li>Purpose </li></ul><ul><li>Process </li></ul><ul><li>Payoff </li></ul>CFDA & ACC Convention, San Diego, CA June 15, 2010
  3. 3. Objectives <ul><li>Purpose </li></ul><ul><li>The purpose of the session is to help you develop and improve the best communication techniques in the funeral home </li></ul><ul><li>How to avoid embarrassing issues </li></ul><ul><li>Coach experienced and the novice on the funeral standards of care through quality control </li></ul>CFDA & ACC Convention, San Diego, CA June 15, 2010
  4. 4. Objectives <ul><li>Process </li></ul><ul><li>During the session you will see the process of </li></ul><ul><ul><li>Building credibility and trust </li></ul></ul><ul><ul><li>Establishing partnerships and collations </li></ul></ul><ul><ul><li>Action planning </li></ul></ul><ul><ul><li>Effective management </li></ul></ul><ul><ul><li>Teamwork effectiveness </li></ul></ul>CFDA & ACC Convention, San Diego, CA June 15, 2010 !
  5. 5. Objectives <ul><li>Payoff </li></ul><ul><li>At the conclusion you will be able to </li></ul><ul><ul><li>Outline action plan to build credibility </li></ul></ul><ul><ul><li>Identify methods to tap into the commitment of others </li></ul></ul><ul><ul><li>Connect with the staff and their goals to decrease risks </li></ul></ul><ul><ul><li>Outline action plan to build relationships and needed support </li></ul></ul>CFDA & ACC Convention, San Diego, CA June 15, 2010
  6. 6. Teamwork <ul><li>The ability to work together toward a common vision. The ability to direct individual accomplishments toward organizational objectives. It is the fuel that allows common people to attain uncommon results. Andrew Carnegie (1835-1919), U.S. Steel </li></ul>CFDA & ACC Convention, San Diego, CA June 15, 2010
  7. 7. Communication <ul><li>Written </li></ul><ul><li>Verbal </li></ul><ul><li>Non-verbal </li></ul><ul><li>Effectively sharing individual or organizational goals / vision through planning, organizing, leading, and controlling. </li></ul>CFDA & ACC Convention, San Diego, CA June 15, 2010
  8. 8. <ul><li>Is there a need for change? </li></ul>CFDA & ACC Convention, San Diego, CA June 15, 2010
  9. 9. Funeral Home Functions CFDA & ACC Convention, San Diego, CA June 15, 2010 Service Funeral, direct burial, Direct cremation, shipping, Memorial, reception, Preparation Decedent identification, Bathing, feature set, Embalming, casketing Arrangement First Call, planned Services, follow up
  10. 10. <ul><li>Stronger Communication </li></ul><ul><li>Communicate with funeral directors, arrangers, other supportive staff the demands, challenges, the unrealistic request </li></ul><ul><li>Clothing Intake Inventory Form </li></ul><ul><li>In house / Shipping </li></ul><ul><li>Decedent Preparation Checklist </li></ul><ul><li>Removal Property Intake Inventory Form </li></ul><ul><li>Removal Policy Procedures </li></ul><ul><li>Identification Standards (ankle bands, physical ID) </li></ul>CFDA & ACC Convention, San Diego, CA June 15, 2010
  11. 11. <ul><li>Managers and Supervisors must be alert to problems and alert to opportunities </li></ul>CFDA & ACC Convention, San Diego, CA June 15, 2010
  12. 12. Situation Analysis: Internal and External <ul><li>SWOT </li></ul><ul><li>S trengths </li></ul><ul><li>W eakness </li></ul><ul><li>O pportunities </li></ul><ul><li>T hreats </li></ul>CFDA & ACC Convention, San Diego, CA June 15, 2010
  13. 13. Situation Analysis: Internal and External <ul><li>SWOT </li></ul><ul><li>Strengths (goals that are positive) </li></ul><ul><li>Defined job classification for embalmers and all staff members with expectations </li></ul><ul><li>Resources through trade publications (ICCFA, Dodge, The Director, American Funeral Director, Nomis Publications etc. ) and websites (Epsilon Nu Delta, American Society of Embalmers, CDC) </li></ul>CFDA & ACC Convention, San Diego, CA June 15, 2010
  14. 14. Situation Analysis: Internal and External <ul><li>SWOT </li></ul><ul><li>Weakness (restrictions to goals) </li></ul><ul><li>Is the prep room low priority (poor ventilation, plumbing, equipment, lighting, limited space) ? </li></ul><ul><li>Embalmers using old, useless techniques </li></ul><ul><li>Inadequate trained apprentices, students </li></ul><ul><li>Low wages for knowledgeable embalmers </li></ul>CFDA & ACC Convention, San Diego, CA June 15, 2010
  15. 15. Situation Analysis: Internal and External <ul><li>SWOT </li></ul><ul><li>Opportunities (aid in achieving goals) </li></ul><ul><li>Attend / support Continued Education programming / training </li></ul><ul><li>Develop collegial relations with Mortuary Science programs </li></ul><ul><li>Retain good employees – licensed and non-licensed </li></ul>CFDA & ACC Convention, San Diego, CA June 15, 2010
  16. 16. Situation Analysis: Internal and External <ul><li>SWOT </li></ul><ul><li>Threats (barriers to achievement) </li></ul><ul><li>Seasoned embalmers reaching retirement </li></ul><ul><li>Graduates from mortuary science lacking soft or technical skills for entry level </li></ul><ul><li>Consistent rise in direct services </li></ul><ul><li>Skilled, compassionate employees leaving profession due to low pay and little appreciation </li></ul>CFDA & ACC Convention, San Diego, CA June 15, 2010
  17. 17. Conclusion <ul><li>When the performance and actions deviates from the standard, management must interpret the variations. </li></ul><ul><li>Are standards too high or too low? </li></ul><ul><li>Will the effected employee necessitate more training or continued education? </li></ul>CFDA & ACC Convention, San Diego, CA June 15, 2010 !
  18. 18. Conclusion <ul><li>” Effective leadership is not about making speeches or being liked; leadership is defined by results not attributes.” </li></ul><ul><li>Peter F. Drucker </li></ul><ul><li>The Drucker School </li></ul><ul><li>Claremont Graduate University </li></ul>CFDA & ACC Convention, San Diego, CA June 15, 2010
  19. 19. Credits <ul><li>  </li></ul><ul><li>Achua, C. F. & Lussier, R.N., Leadership: Theory, Application, Skill </li></ul><ul><li>Development , (3 rd ed.). Mason, Ohio: Thompson South-Western </li></ul><ul><li>Callahan, Jamie L.  The Four C's of Emotion: A Framework for Managing </li></ul><ul><li>Emotions in Organizations. Organization Development Journal.  Chesterland: Summer 2008.  Vol. 26, Iss. 2,p. 33-38 (6 pp.) </li></ul><ul><li>Daft, Richard L., Management , (8 th ed.). Mason, Ohio: Thompson </li></ul><ul><li>SouthWestern </li></ul>CFDA & ACC Convention, San Diego, CA June 15, 2010
  20. 20. Presenters Contact Information <ul><li>Shun Newbern, CFSP </li></ul><ul><li>Rose Hills Memorial Park & Mortuary </li></ul><ul><li>3888 S. Workman Mill Road </li></ul><ul><li>Whittier, CA 90601 </li></ul><ul><li>Phone (562) 692-1212 Ext. 5222 </li></ul><ul><li>_________________________________________________________________________________ </li></ul><ul><li>For engagements </li></ul><ul><li>Post Office Box 1865 </li></ul><ul><li>Huntington, California 92647 </li></ul><ul><li>Phone (562) 607 5281 </li></ul><ul><li>Fax (714) 274 4457 </li></ul><ul><li>[email_address] </li></ul><ul><li>www.shunnewbern.com </li></ul>CFDA & ACC Convention, San Diego, CA June 15, 2010 !

×