Winning Ways or Cutting Edge Internal Auditing with CD ROM

Winning Ways: The Funeral Profession's Guide to Human Relations

Author: Todd W Van Beck

Written for the funeral service industry by a funeral service professional, this unique book teaches effective methods of interacting with people.

Table of Contents:

Section I: Service Excellence.

1. This Thing Called Service.

2. Service.

3. What Price Mistakes?

4. Your Actions Reflect Your Thoughts.

5. Dependability.

6. The Funeral Home's Personality.

7. Clues to Serving The Family.

Section II: The Winning Professional Attitude.

1. Sell The Funeral Home.

2. Client Appreciation.

3. Enthusiasm.

4. So What?

5. Stand by Your Word.

6. Professional Arrogance.

7. The Funeral Professional Requires Tolerance.

8. Patience in the Selection Room.

9. The Funeral Home Gopher.

10. Approval.

11. Flattery.

Section III: Difficult Situations.

1. Client Complaints.

2. The Cynic.

3. Coolness Under Fire.

4. Handling the Difficult Family.

5. Getting Back in Their Good Graces.

6. The Unreasonable Family.

7. The Silent Family.

Section IV: Funeral Director Skills.

1. Confidentiality.

2. The Power of Names.

3. The Value of Listening.

4. Confidence in Funeral Service.

5. Funeral Professionals Are Always Diplomats.

6. Tact.

7. What Impressions Do You Create?

8. Why Argue?

9. The Art of Persuasion.

10. Communication Blunders.

Section V: Communicating With Families.

1. Make It Easier For Families To Deal With You.

2. The Family Is No Mind Reader.

3. Through The Families' Eyes.

4. Put Yourself In The Other Person's Shoes.

5. The Timid Family.

6. Advice.

Section VI: Funeral Service Etiquette.

1. The Power of "Thank You".

2. Old-Fashioned Manners.

3. The Impression You Give.

4. Over Familiarity Breeds Resentment.

Section VII: Our Noble Profession(Inspirational Readings About Funeral Service).

1. The Funeral of The Unknown Soldier.

2. The Honorable Profession.

3. Code of Professional Ethics For The Funeral Service Practitioner.

4. A Winning Personality.

5. "The Undertaker".

Interesting textbook: The Healing Power of Herbs or Beating Prostate Cancer without Surgery

Cutting Edge Internal Auditing, with CD-ROM

Author: Jeffrey Ridley

Cutting Edge Internal Auditing provides guidance and knowledge for every internal auditor, encouraging each to pioneer new ground in the development of their professional practices in all risk management, control and governance processes.


Serving as an excellent reference guide that develops a pattern of internal auditing now and for the future, this book explores the concept of 'cutting edge' internal auditing as an imaginative adventure: demonstrating how this has influenced and will continue to influence the development of professionalism in internal auditing.


Built on the foundations of Jeffrey Ridley's extensive internal auditing experience across the public and private sectors, the author uses his articles and research to explore and develop the motivations, goals and categories of innovation in internal auditing today. It develops and brings up to date an imaginative internal auditing model, created and used by the author in the early 1980s, drawing on research and guidance by The Institute of Internal Auditors Inc., its Research Foundation and the Institute of Internal Auditors - UK and Ireland.


Each chapter stands alone by focusing on an individual internal auditing theme, considered from both the perspective of internal auditing and its customers to suggest an appropriate vision as a goal for every internal audit activity. Each chapter also includes self-assessment questions to challenge the readers understanding of its messages.


Accompanied by a CD ROM containing some of the author's training slides and seventy case studies, many written by leading internal audit practitioners, thisbook creates a vision for future cutting edge internal auditing.