This is your co-op manager calling CHF Canada Workshop 1

This is your co-op manager calling

Denise McGahan

Agenda

1. Introductions

2. Leadership thorough communication

3. Letters

4. Written reports

5. Incident reports

6. Oral reports

7. Plain language

8. Other ways you communicate

9. Resources

10. Final thoughts

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This is your co-op manager calling CHF Canada Workshop 2

Introductions

• Please tell us your name

• The name of your co-op

• The city and Province you are from

• Then pass along the message to the person next to you

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Leadership through communication

Co-op managers

• have a leadership role in the co-op

• can influence the tone for the whole co-op

• communicate with o the general public

o Applicants

o trades and contractors

o Regulator

o Members

o Board etc.

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This is your co-op manager calling CHF Canada Workshop 3

A manager’s communication…

• Should

• be measured rather than reactive

• be strategic

• foster co-operation and good will

• be an example for the board and members

• Should not be

• officious

• uppity

• patronizing

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Letters

• General guidelines

• start with the good

• state the undisputed facts

• be clear about the bad

• end by promoting good will

• Timely

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This is your co-op manager calling CHF Canada Workshop 4

Written reports

• Consistent format that works for boards and members

• Thorough

• Timely

• Neutral tone

• Plain language

• Clear design o well organized

o highlight key points, recommendations and motions

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Incident reports

• You need a system for reporting incidents

• Reports may

• go to the board or personnel committee

• go to the police or insurance company

• be kept on file for future reference

• Other staff may have to do incident reports

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This is your co-op manager calling CHF Canada Workshop 5

Oral reports

• Be prepared

• Be easy to understand

o speak clearly, slowly and concisely

• Leave your emotions at the door

• Use a respectful tone

• Have back-up documents if necessary

• Make sure the minutes reflect the report

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What is plain language?

• Communication your audience can understand the first time they read or hear it

• Any message that gets its meaning across clearly and concisely using words the

audience knows

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This is your co-op manager calling CHF Canada Workshop 6

What plain language is not

• Drab and dreary

• Simplistic

• Patronizing

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Why is plain language important

in co-ops?

• The general literacy level is low

• There are many people who speak

English (or French) as a second or third

language

• Members will retain more information

when it is in plain language

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This is your co-op manager calling CHF Canada Workshop 7

Some plain language principles

• Think about your audience

• Organize the information so it makes sense to your audience

• Put the most import important idea first

• Make sure the tone is friendly and conversational

• Use familiar words (no jargon or slang)

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This is your co-op manager calling CHF Canada Workshop 8

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Clear language

• Simplify vocabulary

• Short sentences

• Short paragraphs

• Active voice, place the subject first (the thing doing the action)

• Keith watched the baseball game. (Active)

• The baseball game was watched by Keith. (Passive)

• But sometimes passive voice is better to soften the message

• This bill has not been paid (passive)

• You have not paid this bill (active)

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This is your co-op manager calling CHF Canada Workshop 9

• Use the smallest word that does the job. E.B. White

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Good writing is clear thinking on

paper

• Has specific information that is relevant to the reader

• Keeps to the plain language principles

• Is logically arranged and easy to follow

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This is your co-op manager calling CHF Canada Workshop 10

Clear design

• Is part of plain language

• Has good spacing, including lots of white space

• Uses headings to divide information

• Highlights important points, but not in ALL CAPS

• Uses a font size and style, ink colour and paper colour that is easy to read

• Makes good use of graphics

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Ways to help members communicate

• Design easy to use forms

• Translators

• Create your own online survey (free):

• surveymonkey.com

• surveyplanet.com

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This is your co-op manager calling CHF Canada Workshop 11

Forms

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Other ways you communicate

• Talking on the phone

• Having a conversation on the street

• Having an appointment in your office

• Talking to your co-workers

• Making flyers and newsletters

• Using body language

• Writing minutes

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This is your co-op manager calling CHF Canada Workshop 12

• “One should aim not at being possible to understand, but at being impossible to misunderstand.”

Quintillian b. 35 AD

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Resources

• Plain language training

o http://www.plainlanguagenetwork.org/plaintrain/

• Web sites

o http://www.plainlanguagenetwork.org/

o http://www.eastendliteracy.on.ca/ClearLanguageAndDesign/start.htm (ON)

o http://www.centreforliteracy.qc.ca/ (QC)

o www.mb.literacy.ca (MB)

o http://www.plainenglish.co.uk/ (UK – see free guides)

• Plain language and clear design: A co-op writer’s guide in the Resource Centre on CHF Canada website (Managing your co-op/Supporting good governance)

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This is your co-op manager calling CHF Canada Workshop 13

Final thoughts

• Don’t forget your leadership role at the co-op

• Use your communication as a way to build trust with the board and members

• Think about the power of communication

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Wrap-Up

• What things will you take from this workshop back to your co-op?

• How will you implement the change?

• Please complete your evaluations!

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This is your co-op manager calling CHF Canada Workshop 14

Getting Workshop Materials

www.chfcanada.coop/workshopmaterials

https://eventmobi.com/2018agm

CHF Canada Website: Resources

AGM Conference App

AGM Website: Events https://annualmeeting.chfcanada.coop

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C O - O P E R A T I V E H O U S I N G F E D E R A T I O N O F C A N A D A

This is your manager calling

CHF Canada workshop

Tone exercise

Choose the negative comment from the left side and match it with the more

positive one on the right.

1. When staff does something wrong,

write a letter of complaint to the

Board

A. It’s important that members pay their

housing charges on time so that the

co-op can pay its bills.

2. If you won’t take it seriously and

won’t show up at meetings, don’t

bother running for the Board.

B. Please remember that loud talking in

the halls can be heard in every

apartment you walk by.

3. Members have to pay up or they will

be evicted.

C. We all have to be responsible pet

owners and follow the Pet By-law.

This means having dogs on leashes

and cleaning up after them.

4. The place looks like a dump when you

drive in. Garbage pails, recycling bins

and loose garbage everywhere.

D. Just a reminder that kids should be

supervised in the playground. This

will help make it more fun and safer

for the kids.

5. You are letting your dogs run loose

and aren’t cleaning up after them.

The lawns are a mess.

E. If you are concerned about

something staff has done, try to work

it out and then if you have to, write a

letter to the Board.

6. The kids are running wild in the

playground. Parents aren’t doing their

job and supervising them.

F. The speed limit in the co-op is 20

km/hour. It’s important to go slowly

because we know that sometimes

kids are playing and not paying

attention to traffic. We want them to

be safe.

7. You’ve got to slow down otherwise

somebody’s kid is going to get killed.

G. Garbage pick up is Thursday

morning. Please don’t put your

garbage out until after 6:00 the night

before. We have a policy about this.

Then on Thursday, please take your

pails and bins in as soon as you can.

8. Every night the kids are running and

screaming in the halls. Parents must

keep them in their apartments.

H. Being on the Board is a big

responsibility. It means coming to

Board meetings and being prepared.