The Role of Feedback in Governance and Community Relations
Why Feedback Matters
Feedback is essential for maintaining a functional and transparent condominium corporation. It helps:
Improve board decision-making by incorporating diverse perspectives.
Address resident concerns proactively before they escalate into disputes.
Foster a culture of transparency and accountability within the condominium corporation.
Enhance service delivery by allowing boards and managers to adjust policies based on resident input.
Legal Considerations
Under the Condominium Property Act, boards are required to act in the best interests of the corporation. Providing and receiving structured feedback ensures that decisions align with legal obligations and community expectations.
Techniques for Delivering Constructive Feedback
Best Practices for Providing Feedback
Effective feedback should be:
Timely – Address concerns as soon as they arise to prevent escalation.
Specific – Clearly identify the issue, provide examples, and suggest solutions.
Professional – Maintain a respectful and neutral tone, focusing on facts rather than emotions.
Actionable – Offer clear recommendations to improve processes or resolve conflicts.
Methods for Delivering Feedback
One-on-One Meetings: Direct conversations with board members or owners to discuss issues privately.
Formal Reports: Written summaries outlining feedback on governance, operations, or service delivery.
Surveys and Questionnaires: Collecting structured feedback from unit owners to assess satisfaction levels.
Board Meetings: Providing performance reviews and recommendations for decision-making improvements.
Handling Negative Feedback
To manage criticism constructively:
Acknowledge the concern without being defensive.
Clarify misunderstandings by referencing the condominium’s bylaws and legal requirements.
Provide a solution-oriented response that outlines potential corrective actions.
Encouraging Open Communication Within the Condominium Corporation
A positive feedback culture improves relationships between:
Boards and Owners: By ensuring transparency in decision-making.
Boards and Management: By aligning operational expectations with governance goals.
Owners and Service Providers: By enhancing the quality of maintenance and service contracts.
Strategies for Encouraging Open Communication:
Regular Feedback Channels: Implement quarterly resident surveys or feedback forums.
Clear Communication Policies: Set expectations for how feedback should be submitted and addressed.
Encouraging Constructive Dialogue: Train board members and managers in conflict resolution and active listening.
