Course overview 2021

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Basic Cremation Technique | 30.–31.08.2021 | Course-no. 21-101

Basics of system operation and control

Type: Interactive classroom seminar

Venues:
Die Feuerbestattungen Stade, Ferdinand-Porsche-Str. 5, 21684 Stade
Die Feuerbestattungen Cuxhaven, Sahlenburger Chaussee 15, 21674 Cuxhaven

Number of participants: 4-6
Registration deadline: 19.07.2021
Participation fee: 250 €

Basic knowledge on the following topics:

Cremation systems
Construction, types, functioning of ovens, control and filter technology
Work process and contents of technical employees

Plant safety
Safety mechanisms
Protective devices

Rules and regulations
General safety devices (fire protection, PPE, first aid equipment)
Important regulations (27th BImSchV, VDI-3891, accident prevention regulations)

Imparted competences:

Wissen um Anlagenfunktion und -sicherheit und allgemeine Schutzvorrichtungen

Knowledge of plant function and safety and general protective devices.
Improvement of interdepartmental cooperation
Improved representation of the company by competent employees


Safety First | 20.–21.09.2021 | Course-no. 21-201

Safety training for cremation operations

Type: In-house workshop
Venues:
Die Feuerbestattungen Stade, Ferdinand-Porsche-Str. 5, 21684 Stade
Die Feuerbestattungen Cuxhaven, Sahlenburger Chaussee 15, 21674 Cuxhaven
Number of participants: 4-10
Registration deadline: 09.08.2021
Participation fee: 250 €

Basic knowledge on the following topics:

Basics
Plant safety (safety mechanisms, protective devices)
General safety devices (fire protection, PPE, first aid equipment)

Training of safety-relevant behaviour
Identifying, analysing and eliminating sources of danger
Worst-case scenarios (theoretical elaboration and behaviour)
Knowing and correctly implementing safety measures
Behaviour in an emergency (what to do if the worst case occurs)
First aid measures

Imparted competences:

Knowledge of plant safety and general protective devices
Improvement of safety-related behaviour
React correctly in worst case scenarios


Business etiquette for trainees | 27.09.2021 | Course-no. 21-801

Dos & Don’ts in everyday working life

Type: interactive presence seminar
Venue: Elbstrandresort Krautsand, Elbstraße 1, 21706 Drochtersen
Number of participants: 6-15
Registration deadline: 16.08.2021
Participation fee: 150 €

Manners:

Basic virtues
Punctuality, respect, appreciation, friendliness, helpfulness
Please, thank you and gestures of politeness

Appearance and etiquette
Rules of conduct in dealing with superiors, customers and colleagues
(form of address, interpersonal distance, rules of conduct)

Behaviour
Occasion-related, confident and self-assured at business meals, company events, client meetings, trade fairs, events, etc.

Impression:

Greeting
Salutation, introduction, greeting vs. welcoming, receiving visitors, customer care, making oneself known

Appearance
Business dress code, occasion-related clothing, body adornment, cleanliness, hygiene

Body language
Appearance, posture, gestures, facial expressions
Perception, effect, influence of non-verbal communication.

Communication:

Speech and language style
Small talk and appropriate topics
Separation of private and professional life
Appropriate use of modern means of communication at the workplace (smartphone, internet, social media etc.)


Hygiene seminar | 08.10.2021 | Course-no. 21-401

Hygienic basics for working in a crematorium

Type: interactive presence seminar
Venue: Feuerbestattungen Schwerin, Am Krebsbach 1, 19061 Schwerin
Number of participants: 10-12
Registration deadline: 27.08.2021
Participation fee: 150 €

Course content:

Legal basis for the care of the deceased
Hygiene and disinfection
Care of the deceased according to DIN EN 15017
Determination of death and medical post-mortem examination
Basic care of the deceased
Infection Protection Act
Microbiology with focus on infections
Materials and commodities
What is thanatopraxy?

Imparted competences:

Improvement of hygienic behaviour in general and in dealing with deceased persons
Competent handling of hygiene and infections
Protection and safety for staff, clients and visitors


Funeral Law | 11.10.2021 | Course-no. 21-501

Legal bases of the industry – what is (il)legal where and when?

Type: Classroom seminar
Veranstaltungsort: Elbstrandresort Krautsand, Elbstraße 1, 21706 Drochtersen
Number of participants: 6-15
Registration deadline: 30.08.2021
Participation fee: 150 €

Course content:

Laws: written and unwritten
16 burial laws: Where does what say?
The crematorium and the law: what is important?
Case studies: Simple can do anyone.

Skills taught:

Improving sector-specific legal certainty
Representing the company safely and appropriately to the outside world
Establishing, maintaining and expanding customer satisfaction (especially through counselling)


Driver Safety Training | 01.11.2021 | Course-no. 21-301

Loading, driving and parking vans safely

Type: Driver training
Venue: Verkehrsübungsplatz Laatzen, Hermann-Fulle-Straße 10, 30880 Laatzen
Number of participants: 10-12
Registration deadline: 20.09.2021
Participation fee: 150 €

Driving safety training for vans:

Manoeuvring exercises
Reversing according to mirrors and with an instructor
Vehicle technology and driving physics
Load securing
Tips for saving fuel
Seat position, steering technique, visual guidance
Braking in different situations:
– Underground = slippery and smooth
– Surface = smooth on one side
– In the bend (surface = smooth)
Swerving smooth
Circular track: understeer and oversteer

2 persons per vehicle can participate. It is advantageous to participate with your own van. If this possibility does not exist, please contact us and we will take care of a rental vehicle for you.

Mediated competences:

Problems such as limited all-round visibility, lack of vehicle visibility, blind spots, narrow entrances and the enormous influence of the load on driving behaviour are systematically trained.

Protection and safety for the drivers


Telephone Seminar | 15.11.2021 | Course-no. 21-601

Representing the company competently

Type: interactive presence seminar
Venue: Elbstrandresort Krautsand, Elbstraße 1, 21706 Drochtersen
Number of participants: 6-12
Registration deadline: 04.10.2021
Participation fee: 150 €

Confident behaviour in telephone contact:

Phrases and phrases: Greetings, introductions, farewells
Language Pronunciation: voice, volume, intonation, communication style
Telephone notes: filtering information, precise formulation, important details
Means of verbal communication:
Listening correctly (grasping the core of the conversation, analysing and feeding back),
Asking questions correctly (types and formulation of questions and their influence on response behaviour)
Dealing with: Complaints, difficult customers and frequent speakers

The theoretical contents are applied and practised in practical units themselves.

Imparted competences:

Improving communicative skills (speaking, language style).
Representing the company confidently and appropriately to the outside world
Establishing, maintaining and expanding customer satisfaction (especially by dealing confidently with complaints and claims)


Business Correspondence | 29.11.2021 | Course-no. 21-602

Writing emails, business letters & Co. with confidence

Art: interactive face-to-face seminar
Venue: Elbstrandresort Krautsand, Elbstraße 1, 21706 Drochtersen
Number of participants: 6-15
Registration deadline: 18.10.2021
Participation fe: 150 €

Professional writing of business letters and emails:

Formal aspects:
Structure
Text modules
Creating sample letterheads according to DIN 5008

Inhaltliche Aspekte:

Content aspects:
Correct salutation, greeting, closing formulation
Precise formulation
Developing a writing style

The theoretical content is applied and practised in practical units.

Imparted competences:

Verbesserung der kommunikativen Fähigkeiten (Schreib- und Schriftstil)

Improvement of communicative skills (writing and writing style)
Representing the company confidently and appropriately to the outside world
Establish, maintain and develop customer satisfaction


Psychology of Service | 31.01.2022 | Course-No. 22-603

Building, maintaining and expanding customer satisfaction and loyalty

Type: interactive face-to-face seminar
Venue: Elbstrandresort Krautsand, Elbstraße 1, 21706 Drochtersen
Number of participants: 6-15
Registration deadline: 20.12.2021
Participation fee: 150 €

Basics:

Dienstleistung – was ist das? Kernelemente, Akteure, Bestimmungsgrößen

Service – what is it? Core elements, actors, determinants
The customer at the centre Customer wishes, expectations and satisfaction
Interaction between service provider and customer
– Strategies for achieving customer satisfaction
– Dealing with problematic customer behaviour (pushiness, aggression etc.)

Service quality and customer orientation:

Establishing and maintaining a service climate
Establishing customer orientation as an important aspect of work behaviour
Work design and staff motivation to increase service quality

Imparted competences:

Improving service quality
Training in customer-oriented behaviour
Establish, maintain and develop customer satisfaction


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