Understanding Tailored Communication
The Condominium Property Act highlights the responsibility of condominium managers to communicate effectively and appropriately with various stakeholders.
WHAT YOU'LL LEARN
Understanding Tailored Communication
Applying Legislative Standards for Financial Disclosure
Analyzing Communication Methods
Understanding Tailored Communication
The Condominium Property Act highlights the responsibility of condominium managers to communicate effectively and appropriately with various stakeholders. It states: A condominium manager must exercise the care, diligence, and skill that a reasonable and prudent person would exercise in comparable circumstances, including the need to understand and adapt communication to suit diverse audiences.
Diverse audiences in condominium management include:
Board Members: Require formal, detailed communication (e.g., financial reports, maintenance updates).
Unit Owners: Require clear, concise communication, often in plain language, to address individual concerns or shared issues.
Third-Party Service Providers: Require precise and professional communication, often technical in nature, to ensure tasks align with the condominium corporation’s requirements.
Scenario: Tailoring Communication
Scenario: A board member requests a detailed financial update, while a unit owner inquires about the same information but has difficulty understanding complex financial terminology.
Board Member Communication: Provide a full financial report, including charts and detailed breakdowns.
Unit Owner Communication: Provide a simplified summary of the financial update, highlighting key points (e.g., overall surplus or deficit) in plain language.
Activity:
Describe how you would adapt your communication to meet the needs of a specific audience. Use the Condominium Property Act as a reference to justify your approach.
Applying Legislative Standards for Financial Disclosure
The Condominium Property Regulation outlines the requirement for distributing financial statements to unit owners: A corporation must, on the written request of an owner, provide the owner with copies of the financial statements or other records required to be maintained by the corporation under the Act. These records may be provided by mail, electronic mail, or other methods agreed upon by the owner and the corporation.
Steps for Communicating Financial Statements
Determine the Unit Owner’s Preferred Method:
Confirm whether the owner prefers to receive documents via email, mail, or another approved method.
Ensure Timeliness:
Deliver the financial statements within the timeframes outlined in the corporation’s policies or governing documents.
Maintain Records:
Keep a record of the correspondence to demonstrate compliance with the legislation.
Scenario: Choosing the Appropriate Method
Scenario: A unit owner submits a written request for the financial statements and notes that they prefer to receive them via email. Another owner requests the same information but prefers physical mail.
Response to Owner 1: Email the financial statements in a secure PDF format.
Response to Owner 2: Print and mail the financial statements to the provided mailing address.
Activity:
Using the Condominium Property Regulation, determine the appropriate communication method for a given scenario. Draft a brief email or letter that complies with the legislative requirements.
Analyzing Communication Methods
The Real Estate Act Rules specifies the need for accuracy and professionalism in all communications: Industry professionals must ensure that their communications are clear, timely, and accurate, whether written or verbal, and that they comply with all applicable legislation.
Strengths and Weaknesses of Written Communication
Strengths:
Creates a permanent record for future reference.
Ensures accuracy and clarity when communicating complex information.
Useful for legal or financial matters where documentation is required.
Weaknesses:
May lack the immediacy needed in urgent situations.
Potential for misinterpretation if the language is unclear or overly technical.
Strengths and Weaknesses of Verbal Communication
Strengths:
Allows for immediate clarification of questions or concerns.
Builds rapport and trust through direct interaction.
Weaknesses:
No permanent record unless documented separately (e.g., meeting minutes).
Greater risk of miscommunication if the message is not clearly articulated.
Scenario: Choosing the Right Method
Scenario: A contractor raises concerns about the terms of their service agreement during a phone call.
Verbal Response: Use active listening techniques to address their concerns immediately and agree to follow up with written documentation.
Written Follow-Up: Email a summary of the discussion, including any agreements reached, to ensure clarity and provide a record.
Activity:
Compare the effectiveness of written and verbal communication in the following scenario:
A unit owner disputes a maintenance charge and demands an explanation.
A contractor requests clarification about a timeline for a repair project.
Use the Real Estate Act Rules to justify your analysis.
