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Published byFranklin Ford Modified over 9 years ago
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Interpersonal Skills
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Definitions Wolfelt: “all interpersonal relationships are either helpful, neutral, or harmful” Johnson: “interpersonal skills are the sum total of your ability to interact effectively with other people”
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Agree or Disagree? Wolfelt: “unless families receive consistently outstanding service right now, funeral service as we know it will not exist in thirty years”
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Interpersonal Skills Within Funeral Service Wolfelt: “the public’s perception of anyone who is connected with the funeral home will be the very perception of the funeral home as a whole” Agree or disagree?
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Wolfelt’s Characteristics of the Helping Funeral Director 1) empathy 2) respect 3) warmth and caring 4) genuineness
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Helping Skills Attending/Listening: “giving undivided attention by means of verbal and non- verbal behavior What are some barriers to listening skills?
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Helping Skills (cont’d) Paraphrasing: “expressing a thought or idea in an alternate and sometimes a shortened form”
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Paraphrasing Exercise Break into groups of 2. 1 person talks freely for 3 minutes 2 nd person will paraphrase what was said Each person will have an opportunity to do both of these activities.
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Helping Skills (cont’d) Clarifying: “the process of bring vague content in the interaction into clearer focus or understanding” (Wolfelt)
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Helping Skills (cont’d) Perception Checking: “asking the person for verification of your understanding…..asking for feedback about the accuracy of your listening” (Wolfelt)
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Helping Skills (cont’d) Leading: “anticipating where the person is going and responding with an appropriately encouraging remark” (Wolfelt) 2 types of leading: indirect and direct
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Helping Skills (cont’d) Questioning: “a method of gaining information and increasing understanding” (Canine) 2 purposes: 1) to obtain specific information 2) to direct the person’s interaction with you into more helpful areas Open-ended questions are preferable in most situations.
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Open-ended Questions allow the person to tell more about what he/she might be thinking or feeling help the person better understand focus on the feelings of the person
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Helping Skills (cont’d) Reflecting Feelings: “expressing in fresh words the essential feelings stated or strongly implied of the person” How is this helpful to the funeral director?
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Helping Skills (cont’d) Informing: “sharing of facts possessed by the funeral director” (Wolfelt) providing information that will allow the person to make an informed decision information must be usable to the person receiving it
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“Informing” Exercise Break into groups of 2. 1 person will assume the role of FD 2 nd person will be the client *Each person will have a turn at both roles. FD must address the following questions: Why do I have to buy a vault? Does my mother have to be embalmed?
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Helping Skills (cont’d) Summarizing: “a method of tying together several ideas and feelings at the end of a period of discussion or the arrangement conference” (Wolfelt) How can this be helpful to the FD?
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