Institute for Exceptional Funeral Service

This is your opportunity to build on the biggest factor in your success – professionalism. It’s a blending and integration of skills that goes beyond a checklist of requirements. The great professionals are constantly driven to perform high quality work. Learn the important components of being a professional so you can represent yourself and your funeral home in the most positive enduring way. Take this opportunity to sharpen your skills. About the Instructor. Leili McMurrough is a highly acclaimed funeral service professional, trainer, and author. Leili has a background not only in funeral service, but also as a licensed attorney. She is the Program Director at Worsham College of Mortuary Science and works at McMurrough Funeral Chapel in Libertyville, IL. Leili is known for providing information that works. This course is designed for New Professionals. Part of the Funeral Service Excellence Series, this course covers the key building blocks for the new funeral service professional. Registration includes a bound and printed manual mailed directly to students. Complete all four courses for a Service Excellence Certificate of Completion. These courses are perfect for anyone with three years of experience or less of working in any role within a funeral home, from reception to funeral assistant to funeral director. Read more

It impacts everything: Family Conflict. Unresolved issues affect the funeral ceremonies and bereavement. Discover how to identify sources of family division and effectively work through them. Though funeral directors would generally prefer to avoid the role of "family referee," the truth is that these skills are imperative. You will effectively help family members work together well enough to create meaningful memorial events. You will frequently work with divided families. A deeper understanding of family stresses will help you serve families effectively. About the Instructor. Dr. William G. (Bill) Hoy is widely regarded as an authority on the role of the funeral in the social support necessary for effective grieving. He has more than 35 years of experience in hospice, congregation, bereavement center, and university. He is Clinical Professor of Medical Humanities at Baylor University. Dr. Hoy directed the clinical counseling programs for Pathways Volunteer Hospice in Long Beach, CA for 17 years. In addition to his graduate education and counseling training, Dr. Hoy holds the Fellow in Thanatology (FT), the highest advance practice credential for counselors and educators in the fields of death and bereavement. For more than 30 years, he has been a member of the Association for Death Education and Counseling (www.adec.org), an international association of more than 1,500 clinicians and educators working in end-of-life care and bereavement. From 2013 to 2020, Bill served on the ADEC Board including six years as an officer. This course is designed for Experienced Professionals, crafted to cover a variety of topics that are applicable to funeral service professionals of all experience levels. Read more

It can be daunting making funeral arrangements with families. Discover the essential skills that will simplify this process. You will know what to expect, effective ways to ensure you understand what the family wants, and create a valuable experience for everyone. The end result is a service that truly honors the person who died.  About the Instructor. Marc Alexander Markell Ph.D, CT, is trained as a Funeral Arranger through the National Funeral Directors Association. He is a professor emeritus from Saint Cloud State University, teaches at Worsham College of Mortuary Science, and is a professor in the Masters of Thanatology at Edgewood College. Marc’s bachelor's degree is from the University of Saint Thomas, Master's degree from Minnesota State University of Mankato, and a PhD from the University of Minnesota. He is a Celebrant Life Tribute professional, from Insight Institute, a certified Thanatologist through the Association of Death Education and Counseling, certified in Death and Grief Studies from Colorado State through the Center for Loss and Life Transition, and a Cremation Service Provider from The National Funeral Directors Association. Marc is a trained Hospice volunteer. This course is designed for Experienced Professionals, crafted to cover a variety of topics that are applicable to funeral service professionals of all experience levels. Read more

Build a strong sense of awareness of how you are perceived by your coworkers. Be more effective with the families you serve. As a result, you will be a more confident and effective professional. You will feel empowered to work from your heart and contribute to your company’s shared vision and mission. It starts with you. There's a difference between being liked and being respected. Ideally, we want to be both. Unfortunately, in the fast-paced world of funeral service, it is easy for values like this to go by the wayside when they aren't intentionally prioritized. Learn the key components of gaining respect and building trust. Build a strong sense of awareness of how you are perceived by your coworkers in the families you serve. As a result, you will be a more confident and effective professional. You will feel empowered to work from your heart and contribute to your company's shared vision and mission. About the Instructor. Rachel Gunderson is an experienced funeral director. Her background was in sociology and psychology before she entered her current profession. She is known as a team leader and someone who works closely with her team to exceed their goals. This course is designed for New Professionals. Part of the Funeral Service Excellence Series, this course covers the key building blocks for the new funeral service professional. Registration includes a bound and printed manual mailed directly to students. Complete all four courses for a Service Excellence Certificate of Completion. These courses are perfect for anyone with three years of experience or less of working in any role within a funeral home, from reception to funeral assistant to funeral director. Read more

How can you help? Our passion is not in "what" we are doing, it’s in "why" we are doing it. It can be difficult to know what to say when a family calls or walks through your doors. You may be afraid of intruding, saying the wrong thing, or making the person feel even worse. But your comfort and support can make all the difference. While we, as funeral professionals, cannot take away the intense pain of a family’s loss, we can show them how much we care about them and how we can help them as they begin their grief journey. Examine the various ways you can build connections with families, earn their trust, and create value in the services you provide. About the Instructor. Becky Lomaka is Director of Grief Support and Education at O’Connor Mortuary. She has a Master’s Degree in Counseling Psychology and a certification in Thanatology. Becky holds a deep belief that "Education is our most powerful tool in our efforts to help the community learn more about how to cope with death and the journey of grief after loss." She serves on the Board of Directors for The Association for Death Education and Counseling, the Advisory Council for the Trauma Intervention Program and serves as a board member of a few select non-profit organizations in Orange County, CA. This course is designed for New Professionals. Part of the Funeral Service Excellence Series, this course covers the key building blocks for the new funeral service professional. Registration includes a bound and printed manual mailed directly to students. Complete all four courses for a Service Excellence Certificate of Completion. These courses are perfect for anyone with three years of experience or less of working in any role within a funeral home, from reception to funeral assistant to funeral director. Read more

What impression do you make? Do you provide consistently high-quality experiences that families and loved ones remember forever? Making the best impression is key.  Making Best Impressions will provide many valuable skills and tips that will help you work more effectively with families. You will explore the best practices that have been identified by industry leaders. How you dress, stand, and present yourself influences how people interact with you. There are nuances to written and oral communication that will strengthen what you say. Simple tips can help people perceive you as being genuine and caring. If you are new to the profession or a seasoned professional who wants to sharpen your skills, this course is for you. About the Instructor. Fred Bayley is heralded as a service industry leader not only building extraordinary customer service but also creating service excellence. He has worked with many organizations in establishing a service culture. Fred was recognized as one of 30 visionaries in lifelong learning. He is an internationally known author, trainer, and speaker. This course is designed for New Professionals. Part of the Funeral Service Excellence Series, this course covers the key building blocks for the new funeral service professional. Registration includes a bound and printed manual mailed directly to students. Complete all four courses for a Service Excellence Certificate of Completion. These courses are perfect for anyone with three years of experience or less of working in any role within a funeral home, from reception to funeral assistant to funeral director. Read more