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Funeral Arrangements exam Questions Solved 100% Correct | Verified Answers
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Funeral Arrangements exam Questions Solved 100% Correct | Verified Answers
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Funeral Arrangements exam Questions Solved 100%Correct | Verified Answers
What elements comprise communication? - ✔✔Communication:
• Communication is multi-level
o Words
Choice of language, tone,, and inflection
o Gestures
o Body Language
What kind of communication is key? - ✔✔Helping Communication
• We are the professional to our families
• Helping communications display
o Warmth, understanding, acceptance, genuineness
o Ability and willingness to listen and facilitate
What is another important skill we need? - ✔✔Listening Skills
• Passive listening- Unconscious or indifferent listening
• Acknowledgement responses - Responses made to comments to demonstrate understanding
and summarizing what has been said
• Encourages - Picking up on something that was said, gently requesting more information,
demonstrates interest in what was share
• Active listening - Combines the feeling component + content component
What are the 4 types of listening skills? - ✔✔• Passive listening
• Acknowledgement responses
• Encourages
, • Active listening
what is passive listening? - ✔✔• Passive listening- Unconscious or indifferent listening
what is acknowledgement listening? - ✔✔• Acknowledgement responses - Responses made
to comments to demonstrate understanding and summarizing what has been said
what is encouragement listening? - ✔✔• Encourages - Picking up on something that was
said, gently requesting more information, demonstrates interest in what was share
what is active listening? - ✔✔• Active listening - Combines the feeling component + content
component
What is verbal communication? - ✔✔Verbal Communication
• Non-verbal 55%
• Spoken words 7%
• Tone of voice 38%
• Language can be confusing
o Be clear and concise
o Be personable - some humor can be appropriate and relieve tension
What do you avoid the use of when verbal communicating? - ✔✔Avoid the use of
o Euphemisms
o Idioms
o Professional Lingo
What type of communication will leave a trail behind? - ✔✔Written Communication
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