Cerimonial e protocolo fúnebre: um estudo de caso na empresa PLAAF/ UNIPLAN

Abstract

Funeral ceremonies are marked by protocols and practices that aim to respect the memory of the deceased and provide emotional support to family members, involving a series of elements that range from the preparation of the environment to the specific rituals of each culture. These practices are not uniform and present significant variations in different regions, reflecting the cultural particularities and local traditions that shape how each community deals with loss and pays tribute. In this context, the role of the secretarial professional is fundamental to ensure a welcoming and organized service, especially in times of mourning. Considering this context, the general objective of this research is to analyze the funeral ceremony practices at the company Plaaf/Uniplan, investigating their contributions to the grieving process of bereaved families. To achieve this, the specific objectives are: to identify the main elements and funeral rituals offered by the company Plaaf/Uniplan; to assess the employees' perception of the impact of the service and the practices adopted during the ceremony on the experience of bereaved families; and to examine the ethical and humanized approaches in the service provided to grieving families by the Plaaf/Uniplan team. The theoretical foundation is based on the authors Santos (2019), Moreira (2022), Oliveira (2022), and Neiva and D’Elia (2005). This is a qualitative research, exploratory and descriptive in nature, characterized by a case study. The results revealed that the company's employees consider the funeral ceremony to be of great relevance in the farewell process, emphasizing that the rituals play an important role in the emotional comfort of bereaved families and that the humanized service makes all the difference in this process. The research also reveals the need for training and development for employees, as training sessions are sporadic. The findings also indicated that the formalization of protocols contributes to the organization of the ceremonies and to the emotional comfort of the families. Finally, the work showed that funeral ceremony and protocol are not just a set of rules, but fundamental elements to ensure a respectful and humanized farewell.