What is policy?
Rules specific to each funeral home that’s guides the staff in their daily actions.
What is protocol?
Commonly understood practices about the way policies are implemented.
What is deportment?
One’s behaviour within the funeral home. Helps to convey professionalism.
(How you look, stand, smell, etc.)
Define professionalism
A combination of our personality, our conduct, our qualities, and how we demonstrate these characteristics in our profession.
What factor contributes the most in creating a home atmosphere in the funeral home?
Strong healthy relationships between staff.
What are the 7 personal protocols to follow that will help create a home atmosphere?
- Value people (everyone is equally important)
- Listen actively (give feedback too)
- Be tactful (be gentle and helpful about criticism)
- Give credit (point out successes)
- Be consistent (don’t be approachable one day then grouchy the next)
- Admit mistakes
- Set a good example (don’t ask anyone to do something you are not willing to yourself)
What is the general order of a funeral procession?
- Lead car
- Pallbearers
- Coach / Hearse
- Family car
- Other attendees
- Distinctive end car
What are some reason of the importance of policy and protocol?
- provides consistent level of service to every family
- presents a professional image
- sets the same standard for every employee
- builds a corporate brand
- protecting the public
What are windrums 10 commandments to helping/leading a funeral service?
- Know who’s in charge
- Allow time to get the job done
- Appear calm and comfortable
- Stay in touch with director in charge
- Attend to needs of the people
- Plan strategy ahead of time
- Know names
- Follow order of service
- Be in position when service ends
- Do not neglect aftercare
What are some criticisms clergy have had historically with funeral director?
- FD dramatized the body and ignored spiritual matters
- FD took advantage of bereaved
- FD were “guilty of paganism” by preparing bodies of all faiths
In general what does clergy focus on and what do funeral directors focus on?
Clergy - theological matters
Funeral directors - practical matters
