The first two weeks

By the end, the learner can

• Active listening in case coordination: synthesizes verbal and nonverbal cues from clients and staff during needs evaluations to inform accurate service matching
• Multi-stakeholder coordination: conveys funeral logistics, timeline changes, and service details simultaneously to families, clergy, cemetery staff, and internal teams to ensure seamless service execution
• Sales presentation: presents funeral service packages, casket selections, and merchandise options to clients through structured, empathetic conversations that align offerings with family needs and budgets

Session plan

1. 5 minThe sceneWhere this shows up: service businesses and community or recreation settings, working with clients, customers, coworkers. Conditions to expect: customer-facing, relationship-based, experience-sensitive. Entry roles this maps to: Childcare Workers, Crematory Operators, Funeral Attendants.
   • presents program performance data, policy recommendations, and resource needs in formal reports and briefings aligned with governance expectations
   From Social and Community Service Managers (11-9151.00)
2. 10 minRun itPairs. One plays the clients, one plays the Childcare Workers. Run the scene for four minutes, then swap. The observer scores against the criteria before anyone discusses it.
   • Tools in play: Spreadsheet software, Office suite software, Word processing software.
3. 10 minObserver scores itScored live against the four levels. The scorer marks what they saw, not what they assume the learner could do on a better day. Proficient is the target for this point in the program: Has functional knowledge of the skill and can apply it properly in specific on-the-job settings.
4. 10 minSwap and re-runClose the loop: what changed between the first attempt and the last, and what would have to be true for communication to hold up on a bad day.