In meeting with bereaved persons, really good funeral arrangers know the importance of setting the right atmosphere and seeing to it that the arrangement conference is more of a "conversation" than a business meeting. Very little is left to chance.

If you want to have an unconstrained conversation with someone, get rid of any obstacles between the two of you. Any object between you and the client family may interfere with your conversation. It’s one reason why many professional speakers step away from the podium when they speak – they want nothing between them and their audience.

It’s also why many businesspeople choose not to speak with clients, employees or vendors from behind a desk but come around their desk and sit next to them. Unless maintaining control is more important than exchanging information, move out from behind your desk during the "conversation conference."

Displaying photos of the wife and children are great but they must not create an unnecessary obstacle. I’ve even seen arrangers wear sunglasses while conducting the "conversation conference." This is a major obstacle and should never be done. Even air can be an obstacle...stay close, but not too close.

FOR 2007: You can have a customized presentation addressing the exact needs of your organization simply by calling or emailing Mike Kubasak at mkubasak@aol.com or 702-345-3212.