M-202: Association Communications

Learn key communication techniques to improve resident and board relations.
This course offers communication strategies that will benefit both new and experienced managers and provide the skills to better understand owners and volunteers. You’ll learn the basics of good customer service and gain the tools to effectively handle complaints, write newsletters and reports and manage public relations. 
Topics include:
• Practicing effective communication skills
• Providing good customer service
• Identifying and responding to owner needs
• Addressing complaints and diffusing anger
• Managing public relations
• Preparing annual meeting notices, management reports and rule violation letters
• Writing informative newsletters
Learning Objectives
Module 1: General Communication Tips:
• Provide participants with tips and ideas on general communication skills.
Module 2: Essentials of Written Communication
• Provide participants with tips and ideas to more effectively communicate in writing. 
Module 3: Providing Exceptional Customer Service
• Provide participants with the benefits, characteristics, and techniques to employ quality customer service. 
Module 4: Communicating with Residents and Managers
• Provide participants with processes and strategies for communicating with residents and managers. 
Module 5: Developing Internal Communications
• Provide participants with criteria for developing successful internal communication modes.
Module 6: Media Relations
• Provide participants with tips and processes for managing media relations.