Communication Competitive Edge: Mastering Questions & Stories That Sell

Every conversation—on the phone, at the front desk, during a tour, or out in the field—is a chance to win trust, uncover needs, and move people to “yes.” But with four (4) generations working and renting together, communication expectations aren’t universal. Tone, timing, pace, and detail preferences shift dramatically from Boomers to Gen Z. When teams don’t adjust, conversations stall and opportunities slip away.

This webinar equips participants with a tactical communication approach that works across generations and across service channels. Using Maria’s E.D.G.E.™ Approach, teams learn how to ask purposeful questions, read generational cues, adapt their communication style, and craft short, memorable stories that create connection and clarity. You’ll leave with the E.D.G.E. Conversation Planner to strengthen phone performance, improve in-person interactions, and turn every conversation into a competitive advantage.

Learning Objectives:   

• Apply E.D.G.E.™ Approach to elevate phone and in-person communication across all resident touchpoints.
• Use the Q4 Question Framework to sequence questions that uncover needs, reduce objections, and guide different generations toward confident decisions.
• Apply the 3E Story Framework to share concise, emotionally resonant stories that build trust and differentiate your community.
• Adapt tone, pace, and communication style to match generational expectations.
• Integrate questions and stories into a repeatable communication system that strengthens relationships and improves overall service quality.

CONTINUING EDUCATION CREDIT: In order to earn Continuing Education Credits (CECs), viewers must attend the live virtual class. No credit will be earned from watching the recording posted to our website following the class. Attendees are encouraged to turn on their video cameras and participate in any poll questions/open discussion from the speaker(s). Credit hours are based on webinar duration.