01/30/2025

Difficult Conversations

Every funeral professional faces tough conversations — with client families, coworkers, and even themselves. This session offers practical strategies for handling challenging situations with clarity, empathy, and compliance. Learn preferred language, body language techniques, and documentation best practices that reduce liability, uphold professional standards, and strengthen trust.

Key Takeaways:

• How to approach sensitive topics such as trauma, fetal demise arrangements, and payment requests
• Techniques for de-escalating tension during arrangement conferences
• Professional ways to admit mistakes, resolve coworker conflicts, and request a pay increase
• Guidance for addressing appearance and behavior expectations (e.g., dress code, gender expression, visible tattoos) in a respectful, legally compliant way
• Best practices for documentation and recordkeeping to demonstrate due diligence

Dr. Jennifer Lares, CFSP
Founder
Mulling Mortician

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