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Interpersonal Skills Training

Book Description

This comprehensive handbook provides a solid foundation in helping skills related to successful funeral service practice.

Table of Contents

  1. Cover
  2. Title
  3. Copyright
  4. Dedication
  5. Acknowledgements
  6. Foreword
  7. Table of Contents
  8. List of Activites
  9. List of Figures
  10. Part I Recognizing the Role of Interpersonal Skills
    1. 1. Why this Book?
      1. A Focus on Service
      2. Format of Text
      3. A Challenge from the Author
      4. Reference
    2. 2. Acknowledging the Need for Interpersonal Skills in the Funeral Home
      1. Why Be a Funeral Director
      2. Essential Personal Qualities
      3. Interpersonal Skills and Changes within Funeral Service
      4. Potential Role Conflict between Helper and Business Person
      5. Interpersonal Skills Training Is Vital to the Future of Funeral Service
      6. Summary Outcomes of Chapter
      7. References
    3. 3. Characteristics of the Helping Funeral Director
      1. Helping Characteristics
        1. 1. Empathy
        2. 2. Respect
        3. 3. Warmth and Caring
        4. 4. Genuineness
      2. A Brief Review of Helper Characteristics
      3. Summary Outcomes of Chapter
      4. References
    4. 4. Understanding the Helping Process
      1. The Relationship
      2. Phases in the Helping Relationship
      3. Summary Outcomes of Chapter
  11. Part II Developing Interpersonal Skills
    1. 5. Developing Essential Helping Skills for Successful Funeral Service Practice
      1. Is This an “Art” or a “Science”?
      2. The Importance of Knowing Yourself
      3. Three Levels of Communication
      4. Introduction to Helping Skills Training
      5. Phases of Acquiring New Interpersonal Skills
        1. Phase 1. Initial Learning
        2. Phase 2. Uncomfortable Use
        3. Phase 3. Consciously Skilled
        4. Phase 4. Naturally Skilled
      6. Format for Learning Helping Skills
    2. 6. Skill One: Attending or Listening
      1. 1. Define the Skill
        1. Personal Qualities of an Effective Listener
      2. 2. Identify Purposes for Using the Skill
      3. 3. Enhance Understanding of the Skill
        1. Major Components of Attending
        2. Other Components of Attending
      4. 4. Illustrate Use of Attending
      5. 5. Identify Outcomes Expected
      6. 6. Role-play—Demonstration
        1. General Guidelines for Providing Feedback
      7. 7. Summarize and List Guidelines for the Skill
      8. 8. Notes or Questions You Have for the Trainer Related to This Skill
    3. 7. Skill Two: Paraphrasing
      1. 1. Define the Skill
      2. 2. Identify Purposes for Using the Skill
      3. 3. Enhance Understanding of the Skill
      4. 4. Illustrate the Use of Paraphrasing
        1. Illustration A
        2. Illustration B
        3. Illustration C
      5. 5. Identify Outcome Expected
      6. 6. Role-play—Demonstration
      7. 7. Summarize and List Guidelines for the Skill
      8. 8. Notes or Questions You Have for the Trainer Related to This Skill
    4. 8. Skill Three: Clarifying
      1. 1. Define the Skills
      2. 2. Identify Purposes for Using the Skill
      3. 3. Enhance Understanding of the Skill
      4. 4. Illustrate the Use of Clarifying
        1. Illustration A
        2. Illustration B
        3. Illustration C
      5. 5. Identify Outcomes Expected
      6. 6. Role-play—Demonstration
      7. 7. Summarize and List Guidelines for the Skill
      8. 8. Notes or Questions You Have for the Trainer Related to the Skill
    5. 9. Skill Four: Perception Checking
      1. 1. Define the Skill
      2. 2. Identify Purposes for Using the Skill
      3. 3. Enhance Understanding of Perception Checking
      4. 4. Illustrate the Use of Perception Checking
        1. Illustration A
        2. Illustration B
        3. Illustration C
      5. 5. Identify Outcomes Expected
      6. 6. Role-play—Demonstration
      7. 7. Summarize and List Guidelines for the Skill
      8. 8. Notes or Questions You Have for the Trainer Related to the Skill
    6. 10. Skill Five: Leading
      1. 1. Define the Skill
      2. 2. Identifying Purposes for Using the Skill
      3. 3. Enhance Understanding of Leading
      4. 4. Illustrate the Use of Indirect Leading
        1. Illustration A
        2. Illustration B
        3. Illustration C
      5. 5. Illustrate the Use of Direct Leading
        1. Illustration A
        2. Illustration B
        3. Illustration C
      6. 6. Identify Outcomes Expected
      7. 7. Role-play—Demonstration
      8. 8. Summarize and List Guidelines for the Skill
      9. 9. Notes or Questions You Have for the Trainer Related to the Skill
    7. 11. Skill Six: Questioning
      1. 1. Define the Skill
      2. 2. Identify Purposes for Using the Skill
        1. Special Note
      3. 3. Enhance Understanding of Questioning
        1. Open-ended Questions
        2. Closed Questions
        3. Questioning Behavior
      4. 4. Illustrate the Use of Questioning
        1. Illustration A
        2. Illustration B
        3. Illustration C
      5. 5. Identify Outcomes Expected
      6. 6. Role-play—Demonstration
      7. 7. Summarize and List Guidelines for the Skill
      8. 8. Notes or Questions You Have for the Trainer Related to the Skill
    8. 12. Skill Seven: Reflecting Feelings
      1. 1. Define the Skill
      2. 2. Identify Purposes for Using the Skill
      3. 3. Enhance Understanding of Reflecting Feelings
      4. 4. Illustrate the Use of Reflecting Feelings
        1. Illustration A
        2. Illustration B
        3. Illustration C
      5. 5. Identify Outcomes Expected
        1. Objectives Being Accomplished
      6. 6. Role-play—Demonstration
      7. 7. Summarize and List Guidelines for the Skill
      8. 8. Notes or Questions You Have for the Trainer Related to the Skill
    9. 13. Skill Eight: Informing
      1. 1. Define the Skill
      2. 2. Identify Purposes for Using the Skill
      3. 3. Enhance Understanding of Informing
      4. 4. Illustrate the Use of Informing
        1. Illustration A
        2. Illustration B
        3. Illustration C
      5. 5. Identify Outcomes Expected
      6. 6. Role-play—Demonstration
      7. 7. Summarize and List Guidelines for the Skill
      8. 8. Notes or Questions You Have for the Trainer Related to the Skill
    10. 14. Skill Nine: Summarizing
      1. 1. Define the Skill
      2. 2. Identify Purposes for Using the Skill
      3. 3. Enhance Understanding of Summarizing
      4. 4. Illustrate the Use of Summarizing
        1. Illustration A
        2. Illustration B
        3. Illustration C
      5. 5. Identify Outcomes Expected
      6. 6. Role-play—Demonstration
      7. 7. Summarize and List Guidelines for the Skill
      8. 8. Notes or Questions You Have for the Trainer Related to the Skill
      9. Summary Outcomes of Part II
  12. Part III Overcoming Barriers to Implementation
    1. 15. Barriers to Effective Communication
      1. Funeral Director Dominance
      2. Bombarding with Questions
      3. Inappropriate Self-disclosure
      4. Offering Platitudes or False Reassurance
      5. Discouraging the Expression of Emotions and Tears
      6. Emotional Distancing
      7. Summary Outcomes of Chapter
    2. 16. The Integration and Implementation of Funeral Director Helping Skills
      1. Enhancing Skills through Practice
      2. Observation Sheets
      3. Summary Outcomes of Chapter
  13. Part IV Grief and Mourning
    1. 17. Understanding Grief and Mourning
      1. Dispelling Five Common Myths about Grief
        1. Myth #1: Grief and Mourning Are the Same Experience
        2. Myth #2: A Predictable and Orderly Stage-like Progression Exists to the Experience of Mourning
        3. Myth #3: The Best Procedure Is to Move Away from Grief Instead of Toward It
        4. Myth #4: Following the Death of Someone Significant to You, the Goal Is to “Get Over” Your Grief
        5. Myth #5: Tears Expressing Grief Are Only a Sign of Weakness
      2. Summary Related to Myths
      3. References
    2. 18. Uniqueness of Grief Response
      1. 1. Nature of the Relationship with the Person Who Died
        1. Questions to Ask Self as Helper
      2. 2. Availablity, Helpfulness, and Ability of the Person to Make Use of a Social Support System
        1. Questions to Ask Self as Helper
      3. 3. Unique Characteristics of the Bereaved Person
        1. Questions to Ask Self as Helper
      4. 4. Unique Characterists of the Person Who Died
        1. Questions to Ask Self as Helper
      5. 5. The Nature of the Death
        1. Questions to Ask Self as Helper
      6. 6. Person’s Religious and Cultural History
        1. Questions to Ask Self as Helper
      7. 7. Other Crises or Stresses in the Person’s Life
        1. Questions to Ask Self as Helper
      8. 8. Previous Experiences with Death
        1. Questions to Ask Self as Helper
      9. 9. Social Expectations Based on the Sex of the Survivor
        1. Questions to Ask Self as Helper
      10. 10. Ritual or Funeral Experience
        1. Questions to Ask Self as Helper
      11. Summary Related to Grief Response
    3. 19. Overview of Normal Experience of Grief
      1. Shock/Denial/Numbness/Disbelief
      2. Disorganization/Confusion/Searching/Yearning
      3. Generalized Anxiety/Panic/Fear
      4. Physiological Changes
      5. Explosive Emotions
        1. Outward Explosive Emotions
        2. Inward Explosive Emotions
      6. Guilt/Remorse/Assessing Culpability
      7. Loss/Emptiness/Sadness
      8. Relief/Release
      9. Reconciliation
      10. References
    4. 20. Understanding Common Patterns of Avoiding Grief
      1. Common Avoidance Patterns
        1. 1. The Postponer
        2. 2. The Displacer
        3. 3. The Replacer
        4. 4. The Minimizer
        5. 5. The Somaticizer
      2. Consequences of Adopting Grief Avoidance Patterns
      3. Encouraging the Healthy Expression of Grief
    5. 21. Children and Grief
      1. Developmental Concepts of Death
      2. Dimensions of Response to Death
      3. Children and Funerals
      4. Children, Religion, and Death
      5. Children, the Family, and Mourning
      6. Open Families Versus Closed Families
      7. Final Thoughts
      8. References
      9. Summary Outcomes of Part IV
  14. Part V Caring for the Caregiver
    1. 22. Funeral Service and Stress: Caring for the Caregiver
      1. The Funeral Director and Stress
      2. Exhaustion and Loss of Energy
      3. Irritability and Impatience
      4. Cynicism and Detachment
      5. Physical Comlaints and Depression
      6. Disorientaion and Confusion
      7. Omnipotence and Feeling Indispensable
      8. Minimization and Denial of Feelings
      9. Am I Experiencing Funeral Service Burnout?
      10. Guidelines for Caring for the Funeral Director
      11. Final Thoughts
      12. Summary Outcomes of Chapter
      13. References
        1. Additional Resource
    2. 23. A Final Word
  15. Training Opportunities
  16. Index
  17. About the Author