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College of Leadership, Administration & Management

      
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College of Leadership, Administration & Management
Dean Gary Freytag, CCFE

The cemetery, cremation and funeral service profession is changing, and so are the skills needed to manage and lead effectively. You'll receive solid, relevant, results-focused training targeted at today's required core competencies.

 

Friday, July 18

2 - 4:30 p.m.
Registration and Check-in

4:30 - 5 p.m.
Orientation

5 - 6 p.m.
University Reception

6 p.m.
University Dinner

 

Saturday, July 19

8 - 9 a.m.
Breakfast

9 - 9:30 a.m.
Welcome and Class Introductions
Gary Freytag, CCFE

9:30 - 10:30 a.m.
Principles of Effective Leadership
Steven Tidwell
If you have the desire and willpower, you can become an effective leader. Good leaders develop through a never-ending process of self-study, education, training and experience. Learn how to develop the leader within you by exploring various facets of leadership, including attitude, motivation, vision, self discipline, character and handling change. This course will enable you to benchmark your leadership effectiveness and help you develop your leadership ability.

10:30 - 11 a.m.
Break

11 a.m. - 12:30 p.m.
A Critical Look into the Future: Adjusting to Issues, Trends and Changes
David Nixon
What are the critical issues, trends and changes in our marketplace and in our profession? David Nixon will uncover and examine these and provide the strategic ideas and adjustments you need to embrace to maintain your success.

We'll examine threats and opportunities and specific programs to help you compete both in the short term and the long term. Learn how to build a stronger, more viable business with the knowledge of these future trends, and discover programs you can implement now to prepare yourself and your business for success in the future.

12:30 - 1:30 p.m.
Lunch

1:30 - 3 p.m.
Onboarding: Employee Orientation & Training That Works
Tim Lancaster, CCFE
Well-trained employees are the key to every business’ success. A structured onboarding process offering orientation and formal training of newly-hired employees can make the difference between success and failure. Studies show that employees who have received extensive training become the cream of the crop, often having the strongest stake in the company’s future. Discover how to successfully launch employee onboarding, orientation and training programs. Learn the fundamentals to effective training, ways to monitor training progress and how to train your employees to grow your business.

3 - 3:30 p.m.
Break

3:30 - 5 p.m.
Community Outreach: Setting Your Company Apart
Debbie Budke
Are you doing everything you can to build your company's ties into the community? Is your organization the first one families think of in a time of need?

Spring Grove Cemetery gets between 20,000 and 30,000 visitors per year—for reasons other than funerals and burials. This course will explore the variety of ways Spring Grove builds its presence and positive awareness, including everything from grief programs, events and tours, to car shows, Segways and Facebook.  

5 p.m.
Dinner

7 - 9 p.m.
Annual Sports Tournament
Join your ICCFAU colleagues for a friendly game of volleyball.

 

Sunday, July 20

8 - 9 a.m.
Breakfast

9 - 10:30 a.m.
Learning From the Best of the Best: Operational Best Practices
Nancy Lohman, CCFE
Nancy Lohman, CCFE, will share with you winning operational systems and best practices by proven professionals from across the country that will increase your revenue, including:

  • effective ways to handle phone shopper calls
  • ways in which to engage families and earn their trust
  • create the right flow in your arrangements to ensure outcomes that reflect the value of ceremony and the value of permanent places of remembrance
  • administrative techniques to gain both efficiency and accuracy
  • recovery tips: how to gain back customer satisfaction and loyalty when something goes wrong
  • community resource and outreach programs that strengthen your brand

10:30 - 11 a.m.
Break

11 a.m. - 12:30 p.m.
The Facebook Formula: Secrets for Taking Your Business Viral on Facebook
Zachary Garbow
To most death care professionals, Facebook remains a mystery. But understanding the secrets of how the world’s largest social network operates is the key to taking your message viral. This class will uncover the secrets behind how Facebook determines who sees your content and how you can use that insight to expose your business to even more people within your community.

Further, you will learn actionable methods for using your Facebook page as an effective marketing channel; one that can ultimately result in customer growth, community outreach and even pre-need leads. This includes:

  • how to increase your engagement and reach
  • how to post content that is proven to engage your fans
  • what the industry’s most successful Facebook pages are doing that you are not
  • how to grow your fan base within your community
  • how to use Facebook ads effectively
  • how to measure results and ROI
  • the future of Facebook, and how you can position your business for success both now and in the future

By the end of this class, you’ll walk away with the knowledge and actionable advice necessary to grow your Facebook fan base and dramatically increase its engagement and effectiveness.

12:30 - 1:30 p.m.
Lunch

1:30 - 3 p.m.
Business Law: Funeral Home and Cemetery Legal Outlook
Poul Lemasters, Esq.
When was the last time you reviewed your cemetery bylaws? Do they provide a foundation for consistent management? Do your rules and regulations support the management and appeal of your cemetery?
Is your funeral home federally compliant and shielded against liability by quality management practices? Are you using sound human resources practices to protect both management and staff? Gain solid legal education to help prepare you in all facets of cemetery and funeral home management so you can effectively communicate, manage and interact with your staff and today's consumers.

3 - 3:30 p.m.
Break

3:30 - 5 p.m.
Employee Reviews, Evaluations, Incentives and Effective Morale-Boosting Programs & Events
Christine Toson Hentges, CCE
Ever wonder how you can involve all your employees in helping your business grow? It can be done effectively and objectively by motivating staff through performance reviews that make an impact and through programs that boost morale.

This course teaches you how to create an employee review process that management and employees will cherish rather than dread. It offers effective techniques, tools and templates for conducting effective employee reviews and appraisals. In addition, you'll walk away with ideas for incentives and company programs that help employee morale, retention and enthusiasm while increasing workforce engagement and productivity. 

5 p.m.
Dinner

 

Monday, July 21

8 - 9 a.m.
Breakfast

9 - 10:30 a.m.
Dynamics of the Organization
Robert Taylor
Every business requires an organizational structure appropriate to the nature and size of the company. Successful businesses operate according to certain organizational principles, and this session will cover the basic models as defined in current business educational programs.

10:30 - 11 a.m.
Break

11 a.m. - 12:30 p.m.
Dynamics of the Organization (cont'd)

12:30 - 1:30 p.m.
Lunch

1:30 - 3 p.m.
Best Practices in Internal Communications
Robert Taylor
We'll review standard business communications procedures and current technologies, including some of today's most common computer networking possibilities. We'll also examine various organizational structures with reference to lines of reporting and their respective implications for communication policies.

3 - 3:30 p.m.
Break

3:30 - 5 p.m.
Employee Engagement, Motivation, Hiring & Firing
Robert Taylor
Your employees are your most important asset. Today's business environment presents unique challenges because of the high level of inter-industry competition for quality personnel. This session will cover standard business rules for finding, keeping and removing personnel, as well as new ideas for engaging and motivating employees through effective communication.

6 p.m.
Dinner

7 p.m.
Cryptones concert

 

Tuesday, July 22

Class pictures will be taken on Tuesday

8 - 9 a.m.
Breakfast

9 - 10:30 a.m.
Funeral Home and Cemetery Accounting: Keys to Affecting Your Bottom Line
Bill Williams
Profit is all about increasing revenue and decreasing expenses. But what are the standards against which you can benchmark yourself? How often does your company truly analyze its expenses? Do you sometimes wonder whether there are line items you should be taking a keen look at but are missing? In this session, we'll examine critical expense items, including how to manage them, ideal ways to reduce them and industry norms to benchmark against them.  

10:30 - 11 a.m.
Break

11 a.m. - 12:30 p.m.
Your Marketing & Branding Mantra: Building Customer Loyalty
Doug Gober
When someone hears the name of your business, what immediately goes through their mind? Today, customer loyalty is developed with much more than that. Our image is formed through the process of interacting with our customers and their guests and often has less to do with what we say about our companies and more to do with what our customers say and think about us. Doug Gober will pull together a variety of key branding considerations and apply them directly to cemeteries, crematories and funeral homes. Examine each potential point of customer contact within your business and delve into how each of these impacts our existing and potential customers. Discover how this integrated branding concept can help you differentiate yourself in your marketplace.

12:30 - 1:30 p.m.
Lunch

1:30 - 3 p.m.
Information Technology: Is it a Tool or a Toy?
Gary Freytag, CCFE
IT touches all aspects of your operations, from your image to the customer experience to internal procedures. This course will examine all the ways IT can improve and streamline your company, eliminating errors and waste. We’ll examine several real-world applications that have saved time and money, increased sales or improved customer satisfaction.

3 - 3:30 p.m.
Break

3:30 - 4:30 p.m.
Social Media: Welcome to the Dark Side
Poul Lemasters, Esq., Abbie Brammer Quiocho and others
Social media (Facebook, Twitter, etc.) is the ultimate double-edged sword. It can be a tremendous tool to inform
and promote, but can also be incredibly destructive. Everyone has seen how celebrities, athletes and politicians have gotten embroiled in their own public stupidity. Now those same situations are gravitating to the workplace via your employees and customers. This class will delve into the dark side of social media and answer questions such as:

  • Can I decide not to hire someone because of their pictures or posts, and can they sue me for it?
  • How should I deal with negative posts from consumers?
  • How do I react when I am told of inappropriate or illegal behavior on social media that occurred while at work?

This class will give you working guidelines to deal with the legal, social and interpersonal ramifications of social media in the workplace.

4:30 - 6 p.m.
Graduation/Reception for Students Completing Four Years

 

Wednesday, July 23

8 - 9 a.m.
Breakfast

9 - 10 a.m.
Best Practices/Q&A
Gary Freytag, CCFE

10 - 10:30 a.m.
Diploma