I talked to a business partner a few weeks ago. His business scope has nothing to do with property management. This is an extremely stressful career choice and only a few people can manage it successfully. He owns a freight brokerage company, the second of which may be the result of a significant profit or significant loss. However, he shook his head at the admiration of our frontline property manager.
Why, you might ask? His explanation is very logical. The relationship within his profession is business-to-business. Property management relationships are emotional and emotions are unpredictable partners.
Property managers must remember that each interaction they interact with residents can be upgraded to an emotional battlefield at any time. When this happens, we must guide the interaction to the end. Many property managers are not adequately educated in conflict resolution or have no experience to distract difficult situations.
We were told that we don't have to accept insults or swear words, and I wholeheartedly agree. What I disagree with is that some property managers have taken some measures to end the confrontation. I am not a conflict resolution coach, far from it. I can sometimes use one or two coaches myself. I always put myself on the residents and ask myself, if that is me, will my performance be different? Many times, my answer is no. Think about the time you tried to return the item to the retailer?
As property managers, we must remember that the problems we deal with are related to someone's home, their shelter, their "castle", and sometimes they have great emotions to protect it. I believe that education is a way to resolve conflicts. If you can educate homeowners or board members to understand why this is happening, you can shift their energy to positive action. Maybe this is a shortcoming of the bill, and then we can point them in the right direction to help influence change.
Resolving conflicts is a time-consuming and often energy-intensive road, but in Aristotle's words, "the root of education is painful, but the result is sweet."
Orignal From: Three aspects of property management
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