Importance of Mutual Respect and Professionalism
The Role of Professionalism in Condominium Management
A condominium manager must interact professionally and ethically with board members, residents, vendors, and service providers.
Mutual respect promotes better governance, minimizes disputes, and ensures efficient operations.
Unprofessional behavior leads to conflict, non-compliance issues, and reduced trust among stakeholders.
Legislative Requirement: The Real Estate Act Rules state that licensees must act with honesty, integrity, and professionalism in all dealings.
Key Aspects of Professional Conduct
Honesty and transparency in communications and decision-making.
Neutrality and fairness in conflict resolution.
Active listening and diplomacy in handling board and resident concerns.
Strategies for Fostering Cooperation
Choosing the Right Strategy for Different Situations
Communication and Transparency
Ensure all stakeholders have accurate and timely information about board decisions and operational matters.
Use clear, factual, and neutral language when addressing conflicts.
Example: If a board member spreads misinformation about a budget increase, provide a fact-based response with financial records.
Building Relationships with Board Members and Residents
Establish trust by being consistent and reliable.
Encourage collaborative decision-making rather than top-down management.
Example: A resident is upset about a policy change. Instead of dismissing concerns, explain the decision-making process and how their feedback is considered.
Managing Difficult Personalities and Power Struggles
Stay neutral and do not engage in personal disputes.
Redirect focus to bylaws, financial planning, and operational requirements.
Set clear expectations about roles and responsibilities.
Example: If a board member dominates discussions, remind the board of its collective decision-making responsibilities.
Evaluating Workplace Dynamics and Trust
Assessing a Condominium’s Workplace Culture
Is information being shared openly, or is there secrecy and distrust?
Are board meetings constructive, or do they frequently escalate into disputes?
Do board members and residents feel heard, or is communication one-sided?
Indicators of Dysfunctional Governance:
Frequent board resignations or disputes.
Hostile communication between board members and residents.
Lack of engagement from owners due to perceived board inefficiency.
Improving Trust and Communication
Regular Updates: Share meeting minutes, financial reports, and project updates with all stakeholders.
Feedback Mechanisms: Encourage input from owners and service providers to improve decision-making.
Neutral Mediation: When disputes arise, bring in a neutral party to facilitate resolution.
Example: If a board consistently ignores residents’ complaints about maintenance, a manager can facilitate a structured discussion to address concerns.
Developing a Conflict Management Framework
Creating a Structured Process for Resolving Conflicts
Establish Clear Communication Guidelines
Ensure all official communication is documented and professional.
Define acceptable language and tone in board meetings and emails.
Mediation Before Escalation
Encourage early intervention when conflicts arise.
If internal discussions fail, use third-party mediators before seeking legal action.
Define Roles and Responsibilities
Board members must adhere to bylaws and governance policies.
Managers must ensure regulatory compliance and operational efficiency.
Residents should follow community policies and express concerns respectfully.
Use Policy-Based Decision-Making
Remove emotion from governance issues by referencing bylaws, financial obligations, and CPA regulations.
Legislative Reference: The Condominium Property Regulation outlines board responsibilities and the need for managers to act in the best interest of the corporation.
Conflict Resolution Plan
Scenario:
A condominium board is deeply divided over a proposed bylaw change. Some members want to move forward quickly, while others believe the process is not transparent enough.
Your Task:
Identify strategies to restore cooperation among board members.
Recommend ways to communicate the bylaw process to residents effectively.
Outline steps to mediate disputes without escalating tensions.
Correct Answer:
Provide a clear timeline and process for bylaw amendments, referencing CPA requirements.
Facilitate an open meeting where all board members can voice concerns in a structured way.
Summarize discussions in meeting minutes and distribute them to owners.
