Issue link: https://hub.associaonline.com/i/1089128
Even when you and the board are doing your best, conflict is inevitable. How you choose to handle that conflict will ultimately determine if your community moves forward or gets stuck in the mud. Below are three things to help resolve conflict and manage expectations. Focus on communication and customer service. Be sure to communicate clearly and frequently – never withholding any details that aren't private. Good communication is also about listening. Try to listen to concerns actively, and just like any good business, focus on customer service – always being open and empathetic to homeowners. When board members are committed to providing positive experiences for everyone involved, problems will arise less often. Be prepared for different opinions. Even when you're doing your best to communicate effectively, differences of opinion will still occur from time to time. These differences of opinion can present themselves in the form of angry or abrasive homeowners, but it's essential to keep things cool and professional. Some helpful things to consider when being presented with different opinions include: • The person may only have one side of the story or limited information. • The person may have all of the information and simply have a different viewpoint. • Varying points of view and diversity of opinion are a good thing. • Always demonstrate respect to those who differ. • Set clear boundaries. Run an effective open forum. Even if your association doesn't require open forums, we suggest you have them. Open forums are a great way to keep homeowners informed and get ahead of any problem before a potential conflict arises. Here are 6 tips to run an effective meeting: 1. Set a reasonable time limit. 2. Use a sign-in sheet. 3. Communicate rules and expectations at the beginning. 4. Always maintain order. 5. Be consistent in tone and enforcement. 6. Frequently thank your owners for participating. HOW TO KEEP YOUR COOL When Problems Arise