4. Communicating with learners and clients
4.1 Communication principles
MHFA England course materials and merchandise MHFA England course materials and merchandise purchased from MHFA England should not be re-sold for profit via personal or third-party websites or platforms. 4.3 Introductions We recommend that members introduce themselves to learners over email before their course starts. This email should also remind learners of any relevant information or activities that need to be completed before the course. 4.4 Course changes Any changes to the scheduled dates or times of a course must be communicated to learners and clients as far in advance as possible of the start date. 4.5 Cancelled or postponed courses If a course delivery needs to be postponed or cancelled, Instructor Members must inform all learners as far in advance as possible of the start date of the course. For independent Instructor Members this must be in accordance with their own business terms and conditions as provided to their learners. For more information on communicating about cancelled/postponed courses, see section 10 of this handbook.
All communications and interactions with prospective and registered learners and clients must reflect MHFA England's values and equity and inclusion commitments . They should also be clear, timely, considerate, and uphold the reputation of MHFA England. When communicating with prospective and registered learners and clients, members should aim to respond as soon as possible. When an immediate response is not needed, we recommend responding within three days at the latest. We advise setting up an email auto-response to state an expected response time. 4.2 Promoting your courses For information on promoting MHFA England courses and using social media as a MHFA England representative, please refer to the Instructor Member Marketing and Communications Guide. This is available under the ‘Resources’ section of the Instructor Member dashboard. Please note that Instructor Members can only use the Instructor Member badge and must not use the MHFA England logo in their email signatures or any advertising. Using the Instructor Member badge The Instructor Member badge is a symbol to signify your MHFA England membership. This accreditation badge demonstrates that you are approved to deliver the only licensed mental health first aid courses in England. The badge can be downloaded from your Instructor Member dashboard.
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