Study Guide

Objective

After completing the course, students must:
- have good basic skills in communication within the property management industry by focusing on marketing, customer service and internal and external communication
- have developed skills that help them create and implement effective marketing strategies, provide good customer service and ensure smooth communication within and outside the organization
- be able to describe basic principles for crisis communication and analyze and develop a crisis communication plan

Content

- Internal and external communication
- Marketing
- Customer service
- Basics in crisis communication

Qualifications

None

Assessment criteria, satisfactory (1)

Students can identify differences between internal and external communication and describe basic communication channels
Students know basic marketing tools and can describe their functions in general terms
Students show an understanding of customer service and use polite and correct expressions when meeting with customers
Students can describe simple measures in a crisis situation and understand the need for clarity in crisis communication

Assessment criteria, good (3)

Students can create a communication plan that includes clear messages, appropriate channels and target groups for both internal and external communication
Students can analyze and apply marketing strategies and can use appropriate tools to achieve marketing goals
Students show a good ability to adapt to different customer types and situations and take the customer's needs into consideration
Students can apply a structured and effective crisis communication plan and have an ability to use clear and coherent communication under pressure

Assessment criteria, excellent (5)

Students can analyze and improve communication strategies, ensure effective information sharing both internally and externally, and manage communication crises
Students can analyze, create and implement complex marketing strategies that are adapted to the needs of the target group
Students shows an exceptional ability to understand and anticipate customer needs and consistently deliver high quality service
Students can develop and implement effective crisis communication strategies that minimize harm and maintain trust

Materials

See current course realization