Conflict Management for Funeral Directors - Successful Interpersonal Communication Practices
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4 CE Hours
This interactive online course helps funeral professionals understand their roles as "caring experts" whose interpersonal expertise can help reduce conflicts with both families and employees. The author uses extensive real-world case studies from funeral service to help you recognize the significance of adopting an emotions-based philosophy in interpersonal relationships. Persuasive skills and basis mediation skills to help reduce and manage conflict in the funeral home are outlined, as well as the characteristics of a healthy organization and preventative steps to help deter conflict-based litigation.
Continuing Education Information
This course is currently approved for 4 CE hours by APFSP and selected state licensing boards.
Check with your state board for approval status.
Stephen R. Rocco
Stephen R. Rocco is a licensed funeral director and co-owner of Salvatore Rocco & Sons Funeral Homes, Inc., established in 1927, in Everett, Massachusetts. Stephen has a Masters degree in counseling from the University of Massachusetts. In addition to his duties at the funeral home, he is a faculty member at Mount Ida College in Newton, Massachusetts, teaching in their mortuary education program. He has written and spoken extensively about the funeral profession, writing over 20 nationally published articles. He is the former co-director of the National Center for Death at Mount Ida College, which houses the largest collection of grief and death related print and audiovisual materials in the country.
For 20 years, Rocco has also worked as a family mediator, helping thousands of families, both within and outside the funeral profession through fostering cooperative relationships and efficient decision-making. The knowledge gleaned from his years of privileged work with families represents the practical, real-life goals he prescribes for the funeral professional in this course.
This NFDA online course is based on Rocco's book, Lucky to Have Me as Their Funeral Director! Interpersonal Keys to Successful Funeral Practice, published by the Dedham Publishing Company, Dedham, Massachusetts, 2000. The author has recently completed a book outlining how funeral professionals can better respond to the community's needs regarding such issues as living wills, prearrangements, life insurance, and referrals to counseling agencies.
Stephen R. Rocco
Salvatore Rocco & Sons Funeral Homes, Inc.
331 Main St
Everett, MA 02149
*State CE approval varies. All NFDA online courses are approved for continuing education by the Academy of Professional Funeral Service Practice (APFSP) and most state licensing boards. Contact your state licensing board or NFDA for specific state CE information.
The fact that NFDA presents this educational material does not denote that NFDA endorses, recommends or supports the opinions expressed by the presenter or author. The content presented is informational only. For specific legal or compliance advice contact your firm's legal counsel. NFDA does not warrant the accuracy of any of the information presented, and NFDA shall not be liable for the actions or inactions of funeral establishment owners, managers or employees in respect to the information presented in this educational product.