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2004 ICFA University
College of Land Management & Grounds Operations
July 16-21, 2004
University of Memphis
Memphis, Tennessee
Dean: Mike Burke
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Additional Colleges:
College of Cemetery Administration & Management
College of Cremation Services
College of Funeral Home Management
J. Asher Neel College of Sales & Marketing
Master's Program
CEO Program
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Friday, July 16
2:00 - 5:30 p.m.
Registration and Check-in
5:30 - 6:30 p.m.
University Reception
6:30 p.m.
University Dinner
Saturday, July 17
9:00 - 10:30 a.m.
Welcome and Introduction
Mike Burke, and Jeff Kidwiler, CCE
10:30 - 11:00 a.m.
Break
11:00 a.m. - 12:30 p.m.
The Interment Steps...Are You Missing Any?
Mitch Rose
The process of interment varies mostly by the sequencing of procedural steps, check and balances, and the accountability of your employees to perform each. This session identifies the process by sequence order and highlights safe and accurate methods.
12:30 - 1:30 p.m.
Lunch
1:30 - 3:00 p.m.
OSHA 2004: Are You Ready?
Mitch Rose
We'll identify cemetery employer responsibilities for meeting OSHA requirements, including a discussion of inspection preparations, violations and penalties, creating a safety and health program, PPE requirements, and the elements of a hazardous communication program.
3:00 - 3:30 p.m.
Break
3:30 - 5:00 p.m.
Cemetery Liability Issues
Shale Lapping
The session will address a broad range of potential liability issues related to cemeteries in general and land management in particular. We'll examine risk and liability in a number of different contexts and from the perspective of various parties. The session will stress disclosures and procedures designed to prevent or mitigate liability. Attendees will be encouraged to share their own liability problems, as well as their near misses.
Sunday, July 18
9:00 - 12:30 p.m.
Cemetery Tour
Mike Burke
Visit a local cemetery and learn firsthand many creative ideas you can take home to your property.
12:30 - 1:30 p.m.
Lunch
1:30 - 3:00 p.m.
Cemetery Master Planning I
Jack Goodnoe
This course will give the cemeterian an understanding of all the aspects of the development process. The course is divided into three phases: site selection, master planning and detail section design, including lot layout. We'll review in detail all of these steps, including information regarding criteria for selection, approval processes, the role of design professionals and layouts based on different types of memorialization.
3:00 - 3:30 p.m.
Break
3:30 - 5:00 p.m.
Cemetery Master Planning II
Jack Goodnoe
We'll review examples of how master planning can help cemeteries respond to market changes and stay competitive.
7:00 - 9:00 p.m.
Annual Sports Tournament
Monday, July 19
9:00 - 10:30 a.m.
The Art of the Interview and the Science of Selection
Mike Hays
This session will focus on crucial hiring skills, including:
- how to ask meaningful questions
- how to interpret resumes
- how to identify your ideal candidate
- how to follow up on references
- how to conduct effective second interviews
- and more!
10:30 - 11:00 a.m.
Break
11:00 a.m. - 12:30 p.m.
Healing Grief—The Essence of Our Industry
John Welshons
12:30 - 1:30 p.m.
Lunch
1:30 - 3:00 p.m.
What Consumers Say When a Video Camera Is Rolling
Dave Jones
What do today's consumers want? How can you help them make informed decisions? Dave Jones will share real footage from groundbreaking focus groups conducted in December 2003 by Matthews International Corporation. The participants' telling comments and opinions shed light on understanding our customers and their thought processes during the arrangement and purchasing processes.
3:00 - 3:30 p.m.
Break
3:30 - 5:00 p.m.
Mission Impossible...Understanding Sales People
Patrick Downey, CCE
We'll get an overview of the skills and management techniques required to support a sales organization. This includes sales profiles from testing, support concepts and practicing, as well as team-building skills. The course objective is to train non-sales department heads and middle managers to become "partners" with the sales department.
Tuesday, July 20
9:00 - 10:30 a.m.
Continuous Improvements in Cemetery Operations
Tom Smith
Learn to improve your cemetery operations through new product use, new equipment and new ideas and cost-cutting methods.
10:30 - 11:00 a.m.
Break
11:00 a.m. - 12:30 p.m.
Use of Floral Color in the Landscape
Tom Smith
We'll cover which plants work best in sun and/or shade, low-maintenance and economical plants, which plants look splashy and showy for a long time without requiring a lot of attention, when is the best time to plant, when is the best time to water, how to use new products and more.
12:30 - 1:30 p.m.
Lunch
1:30 - 3:00 p.m.
Seeing Through the Eyes of a Funeral Director
Todd Van Beck
In this session we'll explore communication gaps that exist between cemeterians and funeral directors. We'll also prove the fact that when cemeterians and funeral directors fuss at each other, the people who ultimately get hurt are the families we are serving. The objective is to explore common ground between funeral homes and cemeteries.
3:00 - 3:30 p.m.
Break
3:30 - 4:30 p.m.
Internal Relationships
Gary O'Sullivan, CCE
How valuable is it to your organization to have all departments working in harmony? Some experts suggest it is extremely valuable, not only to customer satisfaction, internally and externally, but to your bottom-line profitability. In this session you'll learn the keys to developing effective internal relationships to help you drive a positive and productive organization.
4:30 - 5:30 p.m.
Graduation/Reception for Students Completing Four Years
Wednesday, July 21
9:00 - 10:00 a.m.
Students' Forum: Q & A
Mike Burke, and Jeff Kidwiler, CCE
10:00 - 10:30 a.m.
Diploma and Class Pictures
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