different words. If he or she looks evasive when answering a question, gently ask for more information. If the person looks at his or her watch often and glances at the door, review what has been discussed so far and ask when another appointment would be convenient. Give the customer adequate time to contemplate the question and consider an answer. Never interrupt or rush a response. After the individual has finished, restate the comments to confirm that what the customer said was interpreted correctly. If necessary, identify areas in which the customer’s intended message or meaning and your understanding or interpretation of it differ. Get clarification. At times, summarize all that you have heard, reviewing the most significant points and relevant implications. These implications are especially important for senior citizens because they might not realize them. It is vital to do the following: ● Provide information and questions in writing. ● Restate the customer’s responses to confirm that they are understood. ● Keep a premade form to record the customer’s responses and give them the form at the end of the session as you review what happened during the session. Require that the customer sign or initial the form when he or she agrees it is accurate. Keep a copy, and give the customer and family members copies. ● Begin all new meetings by going over what happened at the previous meeting, and review details of any signed or initialed forms from the previous meeting. Seniors with different physical difficulties and their advocates and caregivers offer many suggestions for better communication. If your customer is hearing-impaired, shows cognitive difficulties, or is experiencing other physical or mental problems: ● Ask the affected persons what helps them understand and communicate; ● Stay patient and relaxed; and ● Request, if appropriate, that other people attend your meetings, such as family members, trusted friends, advisors, clergypersons, or attorneys. You are very likely to come in contact with individuals who have hearing or vision loss. The following sections provide helpful hints for working with these individuals. Hearing loss About one-third of people between the ages of 65 and 74 and nearly half of those ages 75 and older have hearing loss. This hearing loss could be due to heredity, changes in the ear due to aging, exposure to loud noises, certain medications, and health conditions such as strokes. Most age-related hearing loss increases with time. Family members are often the first to notice a relative’s hearing loss. Sometimes the senior citizen will not admit the problem, refusing to wear a hearing aid or taking other steps to maximize his or her remaining hearing. Meanwhile, the provider or agent (and even family members) may think that an elderly customer is confused, uncooperative, or uninterested; in reality, he or she may not be able to hear what is being said. People who don’t want to reveal a hearing impairment may nod and pretend they understand. Print information in large type or write it clearly by hand as you talk; be sure you give the person copies in writing of whatever is discussed. The severity of hearing loss ranges from missing certain sounds to complete deafness. Some hearing-impaired people have difficulty hearing high-pitched sounds; others can’t hear low tones. Gauge what is the right pitch for the
Conversations may show these characteristics: ● A lack of urgency : Even though some seniors may make decisions quickly and hastily, others feel no need to settle matters immediately. Remember this if a senior citizen begins to reminisce or bring up recent events. Also, if an elderly person comes in for a preplanning session with his or her family members, be aware that they may become impatient with the senior. Be prepared to be a presence who defuses the family’s annoyance by showing interest in what the senior is saying: Be an advocate for his or her legitimacy as a person. Then, direct the discussion back to the topic of the funeral planning. ● Nonlinear thinking, repetition, and focus on small details : When an elderly person wanders from topic to topic, transitions abruptly between topics, or repeats the same story over and over, use principles of active listening (repeating the topic you are discussing and what you heard the clients say about it) to return to the topic at hand. Give the consumer the benefit of the doubt: Sometimes these reminiscences are not non-sequiturs but have relevance to the funeral arrangements. Uncoupling Uncoupling refers to suddenly stopping a conversation. It is linked to both a desire to maintain control and a diminishment of cognitive flexibility. Imagine a provider or an agent suggesting a particular funeral package to a potential customer. The customer feels that the agent is being pushy, trying to make the decision for him or her. Furthermore, the potential customer is confused by some aspects of the package. Feeling overwhelmed, the customer says he or she is no longer interested and gets up to leave. How should the provider or agent respond? Principles of clear communication When speaking to an elderly or impaired client, keep questions specific, direct, and clear. Ask questions in a logical order; don’t combine many related questions in one sentence. Instead, ask one question at a time and clarify each answer before moving on. Make sure the client understands the context of the questions and your reasons for asking them so he or she can provide the most specific, relevant information. Evasive, vague, or incomplete responses to sensitive questions can be common and should be reviewed, and then clarified, as delicately as possible. Questions should be phrased in a neutral or an unbiased way to avoid “leading” the client in a particular direction. Seemingly minor wording differences can encourage wildly different responses from clients. Examine phrasing to avoid any language that might cue the customer to respond in a particular way, such as suggesting by your words or tone that one answer versus another is right, wrong, or preferred in any way. For example, “Would you like more information about our alternative containers?” is better wording than, “You’re not interested in alternative containers, are you?” The second question is more likely to skew the customer’s response because it suggests that the provider expects or wishes the answer to be, “No, I’m not.” A provider or agent must give full attention and apply the principles of active listening to increase the accuracy and reliability of shared information. Active listening includes, first and foremost, listening: no mind wandering, no preconceptions about the customer that affect what the provider hears him or her saying. At the same time, listen to what he or she doesn’t say as well as to his or her body language. For example, if a customer claims to understand a concept but looks confused, go over the concept again in
EliteLearning.com/Funeral
Book Code: FAR0626
Page 10
Powered by FlippingBook