TO MANAGER MANAGER QUESTION: “What is the most important thing you’ve learned
personally, and put into practice, to deal with discord, argumentative people or constant complainers?”
Sandra Foley, CAM, CFPM I have learned through the years to quietly listen to them. Let them vent all their anger and when responding do so politely and soft spoken asking them questions along the way. This usually will calm them down so they will begin to speak rationally. Of course, there are those that never listen or continue to rant and there isn’t much you can do except say “thank you, I will look into it and get back to you”. There have been times that people get so bad that I have had to call the association attorney to write a letter asking them to cease and desist their actions. Sandi
Joanne Willoughby, PCAM Never to tell them to calm down
To remain respectful and listen. Many times they are having a personal bad day and take it out on us so we need to be aware of this and be patient respectful and listen the key is many times they just want someone to listen
Rachael Miller, MGR It is not always easy to deal with someone who enters your office “guns blazing” very upset and requiring immediate attention. I find the best practice is to just listen and let them get it off their chest. Most people are not only interested in how you can fix their problem, but more interested in just being heard. I try not to cut anyone off mid -sentence. I allow the person to voice their frustrations whether their argument or complaint is legitimate or not, it is my job to hear them out. They may not always get the answer or resolution they were searching for, but I find most “constant complainers” just want to be heard. I take the time to listen and remain calm and always smile while doing so….even if it kills me!
Kelly Rice, MGR Veracruz Condominium Association In answer to your question: Not to respond fire with fire.
In other
words, try to diffuse the situation with kindness, the willingness to listen to their issues, even to the constant complainers. Plus, be
32 ommunity CAI
VOICE quick to act to their requests, if possible. It definitely can be hard
sometimes to always put that into practice, but I have found if you do, your worries and stress level as a manager will be a lot less, than trying to take the unit owner head on!
Bill Holmes Summit House, Marco Island What I have learned is you do not need to argue with people, that’s what they want, for #1 you are not going to win. I ask them to come into my office and have a seat and let’s see how we can resolve the problem, IF there is one. Once I hear their side now I know how we can work it out. Sometimes I tell them that I will look into it and get back to them, other times I tell them why it is that way and they understand most of the time. Always talk lower and slower, that seems to stop the attack. ◆
CMCA
Your South Gulf Coast Chapter provides three (3) Scholarships each year for members who are pursuing their CMCA designation. Email us for a Scholarship form if you’re interested!
Sgcc.cai@
gmail.com
www.southgulfcoastchaptercai.com
Second Quarter - 2016
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