There are a series of difficult conversations that have to be carried out every day, but when it comes to managing a property and discussing issues with board members and residents, the range of difficult topics that can come up is endless. Understanding the best ways to navigate those conversations and varying opinions is a unique skill set that comes with many years of working in property management. In our experience, we’ve learned that it’s important to:
1. Listen to all residents, make notes, and make sure everyone feels like they’ve been heard.
There are many times where residents will want to vent out their frustrations, and sometimes just being able to get them out makes them feel better, so stay composed and listen to what they have to say. Tensions can run high in some meetings with residents, but even as tempers flare, you have to remain neutral and show that you are open to feedback and constructive criticisms. You are there to make their lives easier, and you want to do what you can to help.
2. Have reasons for the meeting and solid information to fall back on.
Make sure that there is a plan for the meeting and items that you have to discuss with residents for them to weigh in on. Update them on the changes that have been made since the last meeting and what the next steps are in the plans for the association. Residents are always curious about how their funds are being used and how the board foresees the community evolving, so it’s important to be as transparent as possible.
3. Keep your eyes open to the body language of the residents as topics spring up.
We’ve learned that there will always be a few loud voices that speak up when issues arise, but those few may not always represent the feelings of the majority. That said, the majority may not feel comfortable speaking up in a meeting with their neighbors, so it’s essential that you’re able to read the room and understand that the subtle head shakes as someone speaks may mean that they don’t agree with one person’s ideas for the community.
Tough conversations are just one of the areas that the Prism Realty Management team is equipped to handle, so if you’re looking for an association management group that can help you navigate the difficult topics as well as the day-to-day procedures of managing a property, contact Prism Realty Management.
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