4. RESOLVE: Communication

Great service relies on more than just what we do – it’s also about how we communicate. In this module, you’ll learn how to interact with tenants, visitors, and colleagues in a way that is clear, calm, and kind.

From handling everyday updates to addressing concerns, the way we use our words, tone, and body language shapes how people feel in our buildings.

You’ll explore what empathy looks and sounds like in practice, and how to keep people informed without overwhelming them.

We’ll introduce the CARE vocal framework, a simple guide to help you communicate with confidence while showing genuine care.

By building skills like active listening and tone awareness, you’ll develop the ability to raise issues politely, reassure others, and create positive experiences — even in challenging situations.