This keynote was presented to the Virginia Society of Association Executives by Meredith Oliver, CSP. Description: The more high-tech our society becomes, the more we lose our high-touch communications skills. Packed with funny examples of pop culture communication #epicfails, in this luncheon presentation you will learn how to refresh your communications skills and ensure you are earning your fans trust and loyalty. Learn the factors that have contributed to an age of skepticism and how you can overcome them. Put down your smartphones and get ready to listen, laugh and learn how to communicate effectively in a world with #nofilter. Learning Objectives - You will learn how to: 1. Avoid trust breaking communication with bad habits. 2. Build loyalty and trust with your members. 3. Engage more members with effective communication.

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

2. Meet Member 2.0

3. Don’t Talk To Me vs. Pay Me Attention

4. It’s All About Me

5. @MeredithCSP
#NoFilter #VSAE

6. @MeredithCSP
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7. “ 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

8. Authenticity Sells
@MeredithCSP
#NoFilter #VSAE

9. @MeredithCSP
#NoFilter #VSAE

10. @MeredithCSP
#NoFilter #VSAE

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

12. 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

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

14. ✓ 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
#NoFilter #VSAE

15. Trust Breaker #2
“Our members come first!”
@MeredithCSP
#NoFilter #VSAE

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

17. How are we doing so far?
@MeredithCSP
#NoFilter #VSAE

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

19. Trust Breaker #3
“New members are welcome!”
@MeredithCSP
#NoFilter #VSAE

20. AcronymConfusionSyndrome

21. ✓ 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
#NoFilter #VSAE

22. ✓ 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
#NoFilter #VSAE

23. GetTalk.at/VSAE
FREE Book, Slides
& Extra Goodies

24. @MeredithCSP
@MeredithsShoes22
/MeredithCommunications
Connect With Me

25. MeredithSpeaks.com

26. How Do You
#NoFilter?
@MeredithCSP
#NoFilter #VSAE