Principles of Active Listening
The Real Estate Act Rules outlines the ethical obligations of licensees to conduct themselves professionally when dealing with clients and other stakeholders.
WHAT YOU'LL LEARN
Principles of Active Listening
Common Reasons for Communication Breakdowns
Assessing Active Listening in Repairing Communication Breakdowns
Scenario: Repairing a Communication Breakdown
Principles of Active Listening
The Real Estate Act Rules outlines the ethical obligations of licensees to conduct themselves professionally when dealing with clients and other stakeholders. It states: A licensee must communicate with others in a professional, clear, and timely manner and must ensure that their communication demonstrates respect for all individuals involved.
Active listening is a critical component of professional and respectful communication. It helps condominium managers address owner complaints effectively by ensuring that the owner feels heard and understood.
Principles of Active Listening
Be Attentive: Pay full attention to the speaker without interrupting or making judgments.
Acknowledge the Speaker: Use verbal affirmations (e.g., “I understand” or “I see your concern”) to show the speaker that you are engaged.
Paraphrase for Clarity: Summarize what the speaker has said to confirm your understanding.
Respond Respectfully: Provide responses that address the speaker’s concerns in a calm and professional manner.
Scenario: Handling a Complaint
Scenario: An owner contacts the property manager, frustrated about noise issues from a neighboring unit.
Active Listening Steps:
Listen attentively as the owner explains their concern without interrupting.
Paraphrase their concern: “I understand that you’re frustrated about ongoing noise issues from your neighbor.”
Assure them of next steps: “Let me document your concern and check our records for any similar complaints.”
Common Reasons for Communication Breakdowns
The Condominium Property Regulation states: The corporation shall maintain reasonable communication with owners regarding the status of their complaints, inquiries, or requests for information.
Communication breakdowns often occur when there is a failure to meet these requirements. For example:
Delays in responding to owner inquiries.
Lack of clarity or professionalism in responses.
Miscommunication of expectations or outcomes.
Analyzing Common Reasons for Communication Breakdowns
Lack of Timeliness:When responses to complaints or inquiries are delayed, owners may feel ignored or undervalued. Emphasize the need for “reasonable communication,” which includes responding in a timely manner.
Failure to Provide Clear Information:Misunderstandings often arise when information is unclear or incomplete. For example, an unclear response regarding repair timelines can lead to confusion and frustration.
Inappropriate Communication Tone:A disrespectful or unprofessional tone can escalate tensions. Licensees are required to communicate in a manner that demonstrates respect.
Scenario: Communication Breakdown
Scenario: An owner submits a maintenance request but does not receive a response for three weeks. When they follow up, they are given a vague answer about the status of their request.
Analysis:
The delay in response violates the Condominium Property Regulation, which requires “reasonable communication.”
The vague response fails to provide clear and actionable information, contributing to the owner’s frustration.
Assessing Active Listening in Repairing Communication Breakdowns
The Real Estate Act Rules states: A licensee must act in the best interests of their client and in accordance with the client’s lawful instructions.
When communication breakdowns occur, active listening is essential for repairing relationships and resolving disputes. Managers must ensure that all parties feel heard and that solutions align with the board’s instructions and condominium regulations.
Assessing the Effectiveness of Active Listening Techniques
Demonstrating Empathy:Owners are more likely to feel satisfied if their concerns are acknowledged with empathy. For example, saying, “I understand how frustrating this must be for you,” shows that their feelings are being validated.
Providing Clarity:Active listening helps managers clarify the issue and ensure that all parties are on the same page. Paraphrasing and summarizing the issue can prevent further misunderstandings.
Proposing Solutions:After listening to the concerns, managers should propose solutions that align with the condominium corporation’s policies and the board’s instructions. This demonstrates accountability and a commitment to resolving the issue.
Scenario: Repairing a Communication Breakdown
Scenario: An owner feels that their complaints about a leaking pipe have been ignored and becomes confrontational at a board meeting.
Steps to Repair the Breakdown:
Listen actively to their concerns, using techniques like paraphrasing: “I understand that you’re upset about the delay in addressing the leaking pipe.”
Acknowledge any shortcomings in communication: “I apologize if our response did not meet your expectations.”
Propose a clear solution, ensuring compliance with the board’s instructions: “The board has approved a contractor to assess the issue tomorrow, and I will personally follow up with you afterward.”
Evaluation Framework
When assessing the effectiveness of active listening techniques, consider:
Was the owner’s concern acknowledged empathetically?
Did the manager provide clear and actionable next steps?
Was the solution aligned with the board’s instructions and condominium policies?
