Funeral Arrangements Exam - Fall Semester 2024

Funeral Arrangements Exam - Fall Semester 2024 What is important in a first impression? -Answer-Body language, verbal and non-verbal communication. What is most important when seeing a family for the first time? -Answer-Be on time - Tardiness is never acceptable. Present yourself appropriately - Always know how to introduce yourself (how you're dressed, body language, and tone) What should you have when introducing yourself? -Answer-An elevator pitch. Preferably one that is adaptable to every situation. When meeting the family, what should you make sure you do? -Answer-Be yourself - people are hyperaware of tone and body language. If you're comfortable, they will be. Have a winning smile - make sure the smiling is at appropriate times or else it will be awkward. Be open and confident - make sure you know what you're talking about and are able to answer questions promptly. Use small talk - it's just for the family to get comfortable and you might get some information that you wouldn't have gotten by asking the standard questions. Be positive - never use abrasive language and try to avoid words like "decomp" and "dead". Be courteous and attentive - bring more to the table than the family expects. Can providing information about yourself provide comfort to the client-family? -Answer-Yes, that's why it's good to have small talk -- to create comfort. Is providing transparent explanations about the processes of a funeral provide comfort for the client-family? -Answer-Yes, families often want to know what is going to happen to their loved one. But be careful of certain words. We might be desensitized to certain terms, but the regular public still has no idea. When determining non-verbal body language communication, what is another signal that we must pay attention to in order to determine what they are trying to communicate? -Answer-Facial expressions and tone. What is the most common miscommunication with non-verbal cues? -Answer-Cultural interpretations. Different cultures have different understandings of the same cue. What are the main forms of non-verbal communication? -Answer-1. Dress and Appearance 2. Facial Expression 3. Gestures 4. Posture (open and defensive) 5. Physical Contact 6. Personal Space What are the percentages of communication? -Answer-Non-verbal = 55% Verbal = 7% Tone = 38% What are some things to avoid saying when w