Power up Your Communications Strategy

If you're seeing too much friction, resistance or disinterest from stakeholders and residents, and finding you aren't getting the results you need, the problem could be in your communications style.

In this post, we focus on how to reorient yourself to your constituents to get your messages across effectively -- to grow productivity and association success.

Managing staff, executing daily tasks, preparing budgets, conducting timely maintenance, supporting board meetings, alerting residents, explaining fees, fines and regulations, along with designing impactful community events well are all great skills.

However, the one key strength that likely separates one manager from the run of the mill -- is communications.

You're Also the Manager of Communications

How you exchange information really defines how well your community association can be run.  Communication is direction, but there's more to it than uttering words as you'll recognize as we uncover what's really happening.

And as your HOA or community association grows, you'll be delegating, training, directing, and reviewing the performance of your company.

In your role as association manager, you have a big effect on how messages get delivered.  And boards may look to you for guidance on how they might communicate better. 

You (and the Board) create the context: Whether it's in reports, telephone calls, emails, and face to face discussions, "results" are greatly colored by how and what you say, rather than the data in reports.

For instance, have residents ever challenged financial reports, maintenance reports, regulations interpretations, fines given, and did they respond well when you asked for feedback? Are they defensive and moody? 

In this post, let's discuss how you might keep everyone on the right trajectory to build community spirit, satisfaction, and confidence.

Enabled, Informed, Empowered

The gist of this post is that your communication style generates the insights, motivation, willingness, and a sense of togetherness that people need to move forward for a successful HOA or community association. Your leadership in this may be important to your board of directors too -- who may be lacking soft skills or are unwilling to deal with unhappy residents on a daily basis.

It's not always the issue itself or what a board member or HOA manager says to residents or the staff.

How you communicate bad news for instance, with a level of caring and support, can determine listener's reactions and next actions.  These soft skills are very important today. You know the old adage, you're hired for your technical skills and fired for your lack of soft skills.

In the end, you find out what really matters.

It's More than Transparency

You might be fully transparent and explain subject/issues, goals and actions to take very clearly, and yet members fail to show up to collaborate, support, and vote on resolutions. 

They know what the issues are and what should be done, but they're not participating or agreeing with you or the board.

Strange as it sounds, residents won't care unless the board and you show you care. 

Your topics, word choice, body language, tone of voice, active listening style, empathy for their values and points of view, diplomacy, expressiveness, skill in conveying ideas, appreciation, along with your ability to encourage others is what conveys this core message.

Becoming "the type who cares" is important too.  This caring image thing may go further than anything you do or say to get residents and others to listen.

Communication Keys to Focus on:

1.   essence of event/rules/outcomes to communicate -- getting to the point
2.   empathy, appreciation and what's in it for the residents -- show you care
3.   active listening and getting feedback -- understanding what's really being said
4.   using positive tone with caring, warm, and professional wording -- create caring context
5.   communicating agreement and the power of working together -- encouragement and team work
6.   showing appreciation for their participation and caring -- thanking them for caring for their community

Are These the Traits that Deliver Real Communications?

Try developing these good communication traits and habits:

• presenting the information that residents want to see
• always notifying of important events in the way residents prefer to be notified
• always asking questions, listening, and clarifying what residents are saying
• asks for feedback via email, website, or community portal and responding to that feedback
• publishing summaries of meetings and resolutions on the association portal
• holding open meetings to allow casual attendance and curiosity
• publishing a community newsletter via association portal
• outlining accomplishments on the community website for the public to view
• allow virtual attendance to meetings
• updates on events, projects, and neighborhood feedback on social media
• quick response to residents via dedicated messaging system to ensure privacy
• enable online voting and polls to increase resident participation
• publish a straight forward routine architectural request process on your portal or website
• being available in person during the day in the community
• making people/documentation available in non-english language to help newcomers understand the association rules and what the resident can do
• communicate continuously the message that you work for community success
• communicate progress and accomplishments as proof of value and success
• create a community brand that conveys caring, responsiveness, inclusiveness, and confidence

Empathy is the Foundation for Great Communications

When you've mastered these great communications habits above, you might be able to motivate and persuade residents or staff to work to a­chieve the community goals.

An important collaborative process is to explore their perceptions and understanding, while delivering the info and purpose they can relate to personally.  It's one part communicating to get association business done efficiently, and one part fostering good relations between staff, residents and the board to get your information across.

If it's too much one way or the other, then you know your communications aren't optimal. They're off balance and out of sync.

Communications via ManageCasa

Communications at scale needs good tools.

Armed with a new strategy built on empathy, active listening, caring and clear communications, you're able to leverage ManageCasa's impressive tools to reach members, engage with them, gather responses, and deliver your key message of caring and responsiveness.

Develop a Communications Strategy

This is why developing a communications strategy doc is wise. If anything, it makes you aware of essential goals and points, but also gives you time to think about how you need to be caring and then how to convey your messages in a caring, relevant, and acceptable way.

The better residents, board members, staff and vendors feel, the more accepting and cooperative they will be about whatever you propose or demand they comply with.

Begin Honing Your New Communications Style with ManageCasa

Try these additional resources to help you to develop vital soft communication skills:

Why soft management skills are necessary for any leader -- from Better Up https://www.betterup.com/blog/soft-management-skills

Soft Skills Training: Basic Guide to Interpersonal Skills by Contiu https://www.continu.com/blog/soft-skills-training

Effective Communication Strategies in HOA Communities: Fostering Harmony and Understanding from RowCal https://www.rowcal.com/news/effective-communication-strategies-in-hoa-communities-fostering-harmony-and-understanding

HOA Board Member Skills: How To Be A Better Listener from Associa

https://hub.associaonline.com/blog/hoa-board-member-skills-how-to-be-a-better-listener

Talk with our association solution team right now at 415 800 1245 to discover more about ManageCasa's impressive communications capabilities.