1. C O A L I T I O N Corner Communication Tips from the Relocation Management Company Perspective Coalition Corner: Business training tools for HR staff, real estate licensees and other service professionals in the relocation and real estate industries © 2005, Employee Relocation Council/Worldwide ERC ® Coalition

2. C O A L I T I O N Corner Program Objectives This program supplements a monthly editorial feature in ERC’s Mobility magazine This segment will: –Suggest tips for effective communications practices for relocation management company representatives to use when communicating with clients (employers), transferees and their spouses or partners, and other service partners The Coalition thanks Janice Burgoon, CRP and Deb Donofree, CRP, Senior Relocation Consultants, Paragon Decision Resources for their contributions to this edition of Coalition Corner

3. C O A L I T I O N Corner Introduction Effective communication is essential to the success of an employee relocation Relocation Management Company (RMC) representatives must communicate with many parties on many issues/levels, including: –Clients (employing organizations sponsoring the move) –Transferring employees and spouses or partners –Real estate professionals and other service partners assisting in the transaction

4. C O A L I T I O N Corner Tips for Effective Communication When communicating with clients (or employing organizations sponsoring the relocation)… –Respect timely need for information and respond as quickly as possible –Provide regular updates on progress E-mails are quick, convenient and can serve as records for the file

5. C O A L I T I O N Corner Tips for Effective Communication When communicating with transferees… –Provide a welcome e-mail outlining key relocation policy elements prior to initial meeting or conversation –Consider sending a follow-up letter or e-mail to reiterate and summarize the key points covered during the initial meeting or call –Use initial conversation with transferee (and family) to set up expectations, particularly as it relates to the timing of events –Determine who will serve as the primary contact person –Where applicable, keep the transferring employee’s spouse or partner in the loop –Determine preferred methods of communication (e-mail, phone, fax, etc.) and preferred contact time(s) and try to accommodate them as much as possible –Be proactive and provide regular updates to give transferees and families peace of mind and a greater feeling of control over the process

6. C O A L I T I O N Corner Tips for Effective Communication –Provide clear guidelines about responsibilities, goals and expectations (preferably in writing) before beginning a transaction together –Ensure all parties involved understand the unique aspects of a relocation (including timelines and required forms), and the benefits that the employee is receiving via his/her employer –Respect the partner company’s local and industry expertise –Show an appreciation for the relationship as a partnership –Maintain a balance between sharing relevant and helpful information and respecting the transferee’s privacy –Establish a system to schedule regular debriefing sessions and to keep notes that will enable anyone to quickly determine the status/key details about a move When communicating with real estate professionals and other service partners…