As Landlord or Property Manager, you’re bound to come into situations involving conflict at some point. In these situations, it’s important to be the mediating party and ensure an outcome all parties are comfortable with.
What type of communication do they respond to?
When you’re dealing with people in conflict, it’s important to understand the best and quickest way to communicate with them to get them to cooperate. There are different types of communication that people respond to. Some people respond well to a direct form of communication, while others prefer communication with emotion.
People just want to know that you’re competent and that everything’s under control. Not only do they want the facts, but they want to make meaning from the situation.
A conflict does not necessarily need to escalate into a crisis if they’re controlled and managed. However, it’s also important to know what you can and can not control in a situation. You can’t control tenants’ or owners’ domestic problems. You can’t control the rental market. Instead, focus your control on the response and what happens after that. Misunderstanding is where things go wrong, and how we communicate at that point in time to make sure these things don’t escalate.
Lend an EAR
When dealing with conflict resolution, remember EAR:
- E – Empathy
- A – Attention
- R – Respect
Empathy does not necessarily mean agreeing with what a person is saying. Rather, it’s about putting yourself in their shoes to understand their perspective. Attention means being heard clearly.. A person might have questions you have the answers to. Lastly, respect the person’s right to be treated fairly. Whatever the result of the conflict may be, at the end of the day, people just want to be heard and understood.
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