Meredith Oliver, CSP, a sales and marketing speaker, presented #NoFilter: Communication Secrets to Build High-Touch Relationships in a High-Tech World at the AENC annual Marketing and Communications Conference. Program Description: The more high-tech our society becomes, the more we lose our high-touch communication skills. Packed with funny examples of pop culture communication #epicfails, this session will help refresh your communication skills and ensure you are earning the trust and loyalty of your members. Learning Outcomes: 1. Learn the factors that have contributed to an age of skepticism and how you can over them to recruit and retain members. 2. Learn what today’s tech-savvy member expects from an association and how to exceed those expectations. 3. Learn five communication "dont's" that instantly break trust and how to correct them.

1. #NoFilter: Communication Secrets to
Build High-Touch Relationships
in a High-Tech World

3. BLURRED LINES

6. “ T h e p ro b l e m
w i t h q u o t e s o n
t h e I n t e r n e t i s
t h e y a re h a rd t o
v e r i f y. ”
~ A b r a h a m L i n c o l n

7. Authenticity Sells

10. Authenticity
Connects

11. Trust Breaker #1
“We want you to get involved!”
@MeredithCSP #AENC #NoFilter

12. @MeredithCSP #AENC #NoFilter

14. Will it matter one
month/year from now?
Is it a direct
violation of bylaws?
How likely is the person to
actually follow through?
Clear, polite, firm
“NO”
Has it already been
discussed and decided?
Find another way
to say “NO”
When & How To Say No

15. ✓ Take a moment
✓ Consider request
✓ Repeat request
✓ Formulate questions
✓ Determine the goal
✓ Offer alternatives
The Diplomatic No
#AENC #NoFilter@MeredithCSP

16. ✓ The Agree
✓ The Can’t Beat ‘Em, Join ‘Em
✓ The Let’s Look It Up
✓ The Extra Resources
✓ The It’s All Yours
The Diplomatic No
@MeredithCSP #AENC #NoFilter

17. How do you politely but
firmly tell your members
“no” without sounding like
a broken record?
Please Discuss:

18. Trust Breaker #2
“Our members come first!”
@MeredithCSP #AENC #NoFilter

19. ✓ Take Over
✓ One Up
✓ Over Correct
✓ Look Around
Don’t Make It About You

20. How are we doing so far?
@MeredithCSP #AENC #NoFilter

21. High-Touch Communication
✓ Share Your Good News
✓ Handwritten Notes
✓ Social Media Shout-Outs
@MeredithCSP #AENC #NoFilter

22. How does your association
communicate that members
are the top priority?
Please Discuss:

23. Trust Breaker #3
“New members are welcome!”
@MeredithCSP #AENC #NoFilter

24. AcronymConfusionSyndrome

25. ✓ Always assume new member present
✓ Spell out all acronyms/abbreviations
✓ Introduce new members
✓ Connect new member with buddy
✓ Review next steps for involvement
The Prescription
@MeredithCSP #AENC #NoFilter

26. ✓ Once you’ve been around…
✓ We are a unique group…
✓ That’s just how we do it….
✓ I know you are new here…
Avoid Deflategate
@MeredithCSP #AENC #NoFilter

27. What is your best practice
tip on communicating that
new members are welcome?
Please Discuss:

28. “Authenticity is a choice”
~Brené Brown

31. Available on Amazon &
MeredithSpeaks.com

32. Text
WOW
to 44144

33. @MeredithCSP
@MeredithsShoes22
/MeredithCommunications
Connect With Me