Strata Council Tips for Delivering Bad News
One of the major responsibilities of the council is to enact regulations and policies that maintain or enhance the safety, health, and well-being of a strata community. Additionally, the council must also enforce the approved bylaws, rules, and regulations. Sending a homeowner a notice of non-compliance can often be unpleasant and stressful. Because bad news can disappoint, irritate, or even anger the recipient, such communication needs to be delivered with sensitivity, care, and thoughtfulness. Read on to learn how to best deliver bad news without the bad feelings.
Lean on the guidance of your governing documents.
Every strata's governing documents include Rules, Bylaws, Articles of Incorporation, and other rules and regulations created by the community. When a member of the strata breaks one of the rules, they may receive a violation notice.
Exactly how your strata sends violations may vary depending on SPA guidelines, your governing documents, and any applicable provincial legislation. Your licensed strata manager will ensure that your strata corporation follows all legal guidelines when such communication is required
Think about the big picture.
When delivering a piece of bad news, such as a violation notice, think objectively. You want the best outcome for the strata corporation and the member who receives the notice. When thinking about the big picture, ultimately, you want to:
- Ensure the homeowner understands and accepts the news.
- Promote and maintain a good image for the strata and its management company.
- Communicate clearly to avoid confusion and misinterpretation.
- Avoid creating legal liability.
Find the right approach.
If your does its part to prevent violations in the first place, the net effect will be less-stressed council members, happier residents, and all-around more beautiful communities. To prevent a violation from occurring, address issues directly. Identify current behaviors and consequences of said behavior if it continues. Be authentic and make sure to have a compelling reason as to why it's important to the community.
When delivering a notice of violation or non-compliance, a soft approach is more effective. Structure your approach with:
- An opening.
Start with a neutral or positive opening that includes sincerity, facts, and an understanding of the situation.
- The reasoning.
Provide an explanation about the cause of the bad news before disclosing it. Be cautious and cite the benefits associated with the reasoning. Communicate transparently and don’t use complicated jargon that makes it seem like you’re hiding behind community policy. Choose positive words and show that the matter was treated seriously and fairly.
- The news.
Deliver the information in a clear but understated manner. Attempt to incorporate the bad news in an effective, pragmatic way. Use helpful verbiage to the best of your ability. Think of terms such as “understand,” “please,” “confident,” and “welcome.”
- A closing.
The final message should be a personalized, pleasant statement that anticipates a continued positive relationship and doesn’t make promises that can’t be kept.
Remember what not to do.
Delivering bad news is already painful enough, so it’s best to avoid language that can turn into a legal matter. Communicate only what the strata corporation intends to state. Even though tension may run high, refrain from using:
- Abusive language. Don’t name-call or make false statements.
- Careless language. Don’t make statements that are potentially damaging or could be misinterpreted.
- Loaded explanations. Don’t explain so much that you’re conveying more information than intended.
- Overly friendly language. Don’t overextend the niceties. While you want to be sincere, being overly friendly may be misleading.
A Strata Corporation’s Effectiveness Depends on Enforcement
One of your fiduciary duties as a council member is to protect property values by ensuring that everyone in the community complies with the covenants they agreed to when buying a home in your community.