Confrontation Management Principles
A licensee must exercise reasonable care and skill when providing services to their clients and in all their dealings and must not engage in conduct that would bring the industry into disrepute.
WHAT YOU'LL LEARN
Confrontation Management Principles
Drafting Responses to Contentious Owner Inquiries
Creating a Communication Plan for Board Disputes
Confrontation Management Principles
The Real Estate Act Rules states: A licensee must exercise reasonable care and skill when providing services to their clients and in all their dealings and must not engage in conduct that would bring the industry into disrepute.
As a condominium manager, this rule applies directly to how you manage conflicts, whether with owners, contractors, board members, or tenants. By ensuring professionalism in your interactions, you protect the reputation of both the industry and the condominium corporation.
Examples of Conduct to Avoid
The following behaviors may breach the REA Rules:
Engaging in disrespectful or unprofessional communication during disputes.
Failing to act impartially when mediating between parties.
Allowing personal biases to influence conflict resolution strategies.
Identifying Key Principles
Read the following scenarios and identify how the REA Rules applies:
An owner repeatedly interrupts a board meeting with accusations of financial mismanagement.
A contractor disputes a late payment and accuses the condominium manager of negligence.
Reflect on how "reasonable care and skill" could guide the response in each scenario.
Drafting Responses to Contentious Owner Inquiries
The Condominium Property Regulation outlines specific obligations regarding communication. For instance:
A corporation shall provide notice in writing to owners of its intention to hold a general meeting, setting out the time, date, place, and purpose of the meeting.
Notices must be clear, concise, and delivered appropriately to the intended recipient.
This standard of communication applies not only to notices of meetings but also to correspondence with owners, particularly when responding to contentious inquiries.
Best Practices for Responding to Contentious Inquiries
When responding to contentious owner inquiries:
Be professional and neutral in tone. Avoid inflammatory language.
Address the issue directly and reference applicable legislation.
Use concise language to avoid misinterpretation.
Example: Response to an Owner Complaint
Scenario: An owner emails the condominium manager accusing the board of using funds improperly and demands an explanation.
Response Example:
Dear [Owner's Name],
Thank you for your email regarding your concerns. The board’s financial decisions are guided by the Condominium Property Act and the Condominium Property Regulation. As per the Condominium Property Act, financial records are available for review by owners upon request.
If you would like to access these records, I would be happy to assist you in arranging a time for review. Please let me know if you have further questions or concerns.
Thank you,
[Your Name]
Activity: Drafting a Response
Write a response to the following scenario:
An owner accuses the manager of favoritism in assigning parking spaces.
Ensure your response adheres to the principles outlined in the Condominium Property Regulation.
Creating a Communication Plan for Board Disputes
When disputes arise among board members, it is critical to ensure all communication complies with bylaws and maintains transparency.
Key Steps in Developing a Communication Plan
Define the Objective: Ensure all parties are aware of the goal, which could include resolving a disagreement about funding allocations or enforcing bylaws.
Set Ground Rules:
All discussions must remain respectful and professional.
Each participant should have an equal opportunity to speak.
Document Discussions:
Record all discussions and decisions to ensure transparency and prevent misunderstandings.
Ensure all actions align with the corporation’s bylaws.
Engage a Neutral Facilitator:
If the dispute cannot be resolved internally, consider engaging a neutral third party to mediate the discussion.
Example: Communication Plan for a Board Dispute
Scenario: The board is divided on whether to allocate reserve funds to replace roofing or to repaint the hallways.
Plan:
Objective: Reach a consensus on the priority for reserve fund allocation.
Ground Rules: All discussions will refer to the reserve fund study and financial records as outlined in the Condominium Property Regulation. Personal opinions must be supported by factual information.
Documentation: Meeting minutes will record all points raised and the final decision.
Resolution Mechanism: If no agreement is reached, the board may consider deferring the decision to the annual general meeting for a vote.
Activity: Creating Your Own Communication Plan
Develop a communication plan for the following scenario:
A dispute arises among board members regarding hiring a new contractor for landscaping services.
Ensure your plan references the Condominium Property Act.
