Issue link: https://hub.associaonline.com/i/1026656
TOP 4 BEST PRACTICES for Resolving Conflicts in Your Community The way your board handles early stages of communication will determine if an issue becomes a conflict, making the board's role critical for resolution. Consider these practices to maximize the chances of achieving a positive outcome or avoiding a dispute altogether. Treat members like you want to be treated when communicating. If you send template letters for violations or other communications, review the language in them to ensure they are respectful while clearly defining the behavior or action required. Also, consider a less confrontational method of communication such as a phone call or polite, informal e-mail, which may encourage a quick resolution to a problem or clear up a misunderstanding. Provide face-to-face communication. We can easily become so concerned about documenting our actions and protecting the association's interests that we ignore the opportunity for face-to-face conversation. If an owner is upset, they want and need to be heard. Best practices allow for a board member or community representative to meet with the homeowner informally to hear their concerns and determine if the association should take action or refer the homeowner to an outside resource. Pay attention to the details. Take extra care to understand the ins and outs of the dispute as presented by each side, the applicable provisions of the governing documents, and review all written materials carefully before they are distributed. A misspelled name or misstatement of fact can harm your credibility and decrease the odds of reaching a resolution. Choose the right association representatives. When selecting who will speak on behalf of the association, or the board of directors, choose a representative that has good communication and listening skills. The association representative should be able to remain emotionally neutral and not become defensive or argumentative. Finally, the representative will need a general understanding of the board's authority and to take care not to make any quick decisions or comments without the board's consent.