The Role of Communication and Negotiation in Governance
Why Communication Matters in Condominium Management
A condominium manager interacts daily with board members, owners, residents, service providers, and legal professionals.
Miscommunication can lead to disputes, non-compliance issues, and financial loss.
Transparent and clear communication fosters trust, ensures compliance with bylaws, and maintains a positive condominium community.
Legislative Reference: The Real Estate Act Rules require condominium managers to act with honesty, integrity, and professionalism in all communications with boards and owners.
The Role of Negotiation
Effective negotiation is essential when:
Handling disputes between board members or residents.
Persuading a board to follow legal and regulatory requirements.
Resolving contractor conflicts related to contracts and service agreements.
Key Interpersonal Skills for Difficult Interactions
1. Active Listening
Demonstrates respect and ensures all parties feel heard.
Helps managers understand underlying concerns before responding.
2. Emotional Intelligence
Ability to stay calm, recognize emotions, and respond appropriately.
Avoids escalating situations unnecessarily.
3. Conflict Resolution
A structured approach to addressing disputes before they become legal battles.
Focuses on problem-solving rather than blame.
4. Persuasive Reasoning
Uses facts, laws, and bylaws to influence decisions rather than personal opinions.
Helps gain board and owner cooperation in difficult situations.
Example: If a board is unwilling to approve a necessary maintenance expense, a manager can present data, legislative requirements, and risk factors to justify the need for action.
Legislative Reference: The Condominium Property Regulation requires boards to maintain financial responsibility for common areas and ensure reserve fund sufficiency.
Applying Conflict Resolution and Persuasion Strategies
De-escalation Techniques
When handling high-conflict situations, a manager should:
Acknowledge emotions while keeping responses neutral.
Redirect focus to facts and solutions.
Maintain a professional and calm tone in all interactions.
Example: A resident is yelling at a board meeting about increasing condo fees. The manager should:
Acknowledge their frustration: “I understand this is frustrating, and I appreciate you sharing your concerns.”
Provide factual reasoning: “The reserve fund study recommends this increase to maintain the long-term financial health of the building.”
Offer a next step: “I can meet with you after the meeting to discuss your concerns in more detail.”
Evaluating Interpersonal Strategies in Management Scenarios
Scenario 1: Handling a Dispute Between Board Members
Two board members disagree on approving a new maintenance contract.
The disagreement delays essential repairs.
Your Task: Identify the best negotiation strategy to move forward.
Correct Answer: Use fact-based reasoning to highlight the legal and operational necessity of timely repairs.
Scenario 2: Persuading a Board to Follow Legal Guidelines
A board refuses to provide financial disclosures to owners, despite legal requirements.
Your Task: Determine the best communication approach to ensure compliance.
Correct Answer: Present the Condominium Property Regulation requirements on financial transparency and advise on potential legal consequences.
