Abbott & Hast

Show compassion when you listen. Don't try to bring the topic up to clients who aren't ready to talk about themselves. Forcing a subject about the death of a spouse or a child will just bring on negative reactions. It's important that you establish permission to bring up the subject rather than force. Also as funeral directors should never try and steer clear of talking about the subject altogether. This just seems like they are in denial and are without any awareness. The happy medium in between is to ask if the person feels like talking and accepting whatever answer they choose to give.