The Importance of Transparent Communication
Unit owners have a legal right to receive clear and accurate information about board decisions, financials, and governance. Poor communication creates mistrust, confusion, and unnecessary disputes.
Best Practices for Transparent Communication:
Provide regular updates on board decisions, budgets, and upcoming projects.
Respond to owner inquiries in writing to ensure clarity and accountability.
Follow proper notice procedures for meetings, fee increases, and bylaw changes.
Ensure financial transparency by making budget documents and reserve fund studies accessible to owners as required by law.
Legislative Reference:
The Condominium Property Act states that owners must be provided with financial records and meeting minutes upon request, ensuring transparency in decision-making.
Handling Disputes Professionally
Condominium managers often serve as mediators between the board and owners. It’s crucial to handle disputes in a professional, impartial, and legally compliant manner.
Common Owner Complaints & Resolution Strategies:
Issue | Resolution Strategy |
Lack of financial transparency | Provide requested records promptly, ensure owners understand reporting procedures |
Disagreement over rule enforcement | Explain bylaws clearly, provide written justifications, and ensure consistent enforcement |
Maintenance delays | Set clear expectations for timelines and updates, document all maintenance requests |
Special assessment concerns | Educate owners on financial planning, communicate the necessity of assessments with supporting documents |
Steps for Handling Disputes Professionally:
Acknowledge the concern – Listen actively and document the complaint.
Clarify the issue – Ensure both parties understand the facts.
Refer to bylaws and CPA requirements – Explain applicable regulations and policies.
Propose a solution – Offer practical steps while maintaining fairness.
Document the resolution – Keep records of all communications and actions taken.
Respectful Conflict Resolution
Managing difficult conversations with owners requires professionalism, patience, and legal knowledge.
Strategies for Managing Difficult Conversations:
Stay neutral and professional – Avoid personal opinions or emotional reactions.
Use clear and simple language – Legal and financial topics should be explained in plain terms.
Remain firm on legal obligations – Owners must comply with bylaws and the CPA.
Encourage written communication – This helps prevent misunderstandings.
Use mediation when needed – Some disputes require a neutral third party.
Example: Conflict Resolution in Action
Scenario: An owner is demanding an immediate repair that is not covered under the condo’s budget.
Response:
Acknowledge their concern and explain budget constraints.
Refer to the reserve fund plan and CPA financial requirements.
Offer alternative solutions, such as prioritizing the repair in the next fiscal year.
Strategies for Encouraging Positive Owner Relations
Proactive communication prevents disputes before they arise and fosters a sense of community within the condominium.
Best Practices for Positive Owner Relations:
Host regular information sessions to educate owners on governance and financial matters.
Create an owner communication plan to ensure questions and complaints are addressed consistently.
Encourage participation in AGMs and board meetings to increase owner engagement.
Use multiple communication channels (e.g., newsletters, emails, community portals) to keep owners informed.
Example: Proactive Communication Strategy
Scenario: The board is implementing a fee increase, and owners are frustrated.
Solution:
Provide a clear breakdown of the reasons for the increase.
Offer a Q&A session where owners can ask questions.
Distribute a financial impact report explaining how the increase ensures financial stability.
Communication Policy Development
Scenario: A condominium corporation receives frequent complaints about slow response times to owner inquiries. The board is concerned about transparency and accountability.
Task:
Step 1: Identify weaknesses in the current communication process.
Step 2: Develop a response timeline for owner inquiries.
Step 3: Outline key communication protocols (e.g., how meeting notices, financial reports, and rule changes should be shared).
Step 4: Create a strategy to improve owner engagement and prevent future disputes.
