Real-Life Communication
As a funeral director, one of your most important skills will be
the ability to talk to your clients.
A funeral director must be a very
good listener. You have to know exactly what the client wants. On the other
hand, you also have to be able to tell the client what can or cannot be done.
All of this must be delivered gently and with understanding. These families
are going through a very difficult experience.
Today, a family has
asked you to organize the funeral for a recently departed relative. The deceased
died of head injuries in an automobile accident.
There is some reconstructive
cosmetic work to be done.
The family has requested that the service
be held the day after tomorrow, as that will be the birthday of the deceased.
They want an oak casket with silver handles, roses and carnations for the
flowers, and a bagpipe player. Mahogany and Those Were the Days must be played.
They
want an open-casket service and they insist that they have a ceremonial fire
in the middle of the chapel before the service begins. It's all part
of a long family tradition.
Because of the cosmetic work required and
the bagpipe arrangements, you know that you can't possibly put the service
on in two days. It's just too busy and there's too much to be done.
You must call them back and tell them that it can't be done.
Furthermore,
there's no way a fire could be allowed in the chapel. It's against
fire regulations and it's too dangerous. You must suggest a later date
and an alternative to the fire. Perhaps they could have the fire outside,
behind the chapel.
Try writing out in gentle words what you would say
to the family about all this. Remember to be considerate and understanding.
This is very delicate stuff you're dealing with here.