The Power of Follow-Up:
How Proactive Communication Enhances Conflict Management
in Property Management
By: Chase Cooke – South Carolina Licensed Attorney with Brownlee Whitlow & Praet
All too often onsite teams are presented with conflicts to address whether that be a challenging resident, vendors not meeting timelines, or lack of communication from residents about their rental payments to name a few.
The information and insights herein provide some helpful de-escalation tactics and information to consider when you are confronted with a difficult situation.
Conflict Management
Conflict management is the process of effectively resolving disagreements or disputes between individuals or
groups in a constructive manner. These disputes and disagreements may arise from differences in opinions, interests, values, or needs and can occur in various contexts, including personal relationships, the workplace, and communities.
Clear and open communication is crucial for resolving conflicts. Active listening, empathy, and assertive expression
of needs and concerns help prevent misunderstandings and promote clear communication among the parties involved.
Active listening serves as the cornerstone of effective communication. Active listening goes beyond simply hearing
the words being spoken as it involves fully engaging with the speaker, understanding their perspective, and empathizing
with their emotions. Active listening requires not only paying attention to the words being said but also to the tone of voice, body language, and underlying emotions. This fosters trust, encourages open communication, and lays the foundation for resolving conflicts collaboratively.
An important aspect of active listening is empathy which involves putting oneself in the other person’s shoes and considering their thoughts, feelings, and experiences. By being empathetic, individuals can develop a deeper understanding of another person’s perspective. Empathy requires a person to suspend judgment and avoid making assumptions about the other person’s motives or intentions, and instead remain open-minded and non-judgmental. Phrases such as “I understand how you feel” or “That must be really difficult for you” convey empathy and support, reinforcing the other person’s sense of being heard and understood. Offering support based on the other person’s
needs and preferences is another important aspect of empathy. By asking how one can help or what the other person needs to feel supported, individuals can demonstrate their willingness to provide assistance and compassion.
Another important tool in de-escalating conflict is reflective listening which helps ensure that individuals have
understood the other person correctly. By paraphrasing a person’s words and emotions, individuals can demonstrate
their understanding and validation of the other person’s experiences.
Avoid Jumping to Conclusions
In order to properly manage conflict parties should avoid jumping to conclusions or making assumptions, it is essential to cultivate mindfulness and awareness of our thought processes. Recognize your tendency to make assumptions and commit to being more mindful of your thought patterns. Seek additional information, consider alternative explanations, and practice suspending judgment until you have gathered sufficient evidence. Cultivate curiosity and empathy, challenge your assumptions and actively seek feedback from others. Reflect on past mistakes
and use them as learning opportunities to refine your thinking and decision-making processes. By incorporating these strategies into your daily life, you can develop a more open-minded and objective approach to navigating complex situations and interactions.
Things to Remember when Speaking with Someone Else
- Tone of your voice
a. The tone of your voice can not only change how someone perceives what you are saying to them, but it can
also trigger an emotional response, hindering their ability to hear what you are saying at all.
Remember, everyone’s voice sounds different in their head than it does out loud, so it may help to have someone
else give you feedback as to whether your tone is welcoming, off-putting, apathetic, etc. - Volume of your voice
a. Even if you master the tone of your voice, it will not matter much, if you are talking at a volume that agitates the listener or causes them to feel uncomfortable. While we should all be capable of realizing that no one wants to be
screamed at and whispering should only be used in certain scenarios, it may not help to seek feedback from someone else as mentioned above. Obviously, you will need to speak at different volumes depending on who the listener is, which is easier if you are able to allow the listener to initiate the interaction, because you can then attempt to match your volume to theirs. However, in a situation where you have to initiate the interaction, pick a reasonable starting volume and adjust accordingly after the listener responds. - Rate of speech
a. Similar to the section related to the volume of your voice, the rate of your speech is something that could
vary from listener to listener based on different factors. Also, there are certain things that should always be addressed at a slower, more relaxed and soothing pace. - Your body language and positioning
a. The significance of body language in communication cannot be overstated, as it often conveys messages even
more powerfully than words themselves. Open body language, characterized by uncrossed arms, relaxed posture, and direct eye contact, signals approachability, receptiveness, and trustworthiness. It fosters an atmosphere of openness and encourages others to feel comfortable sharing their thoughts and feelings. On the other hand,
closed-off postures, such as crossed arms, hunched shoulders, or avoiding eye contact, can create barriers to effective communication. They may signal defensiveness, disinterest, or even hostility, hindering the
establishment of rapport and understanding between individuals. By consciously adopting open body language during interactions, individuals can positively influence communication dynamics, promoting mutual respect, empathy, and collaboration.
- Tone of your voice
Overall, conflict management requires a combination of active listening, empathy, reflective listening, and open communication. Practicing these conversation skills and remembering the guidelines above will assist you the next time you have conflict in your professional or personal life. Below are additional tips for de-escalation and active listening.
Crisis Prevention Institute’s Top 10 De-Escalation Tips
- Be empathetic and non-judgmental
- Respect personal space
- Use nonthreatening nonverbals
- Keep your emotional brain in check
- Focus on feelings
- Ignore challenging questions
- Set limits
- Choose wisely what you insist upon
- Allow silence for reflection
- Allow time for decisions
Tips for Active Listening
- Physical attention
- Paraphrasing
- Reflecting
- Clarifying
- Encouraging
Seek Supervisor Support When Needed
If you are unable to resolve the conflict on your own or if the situation escalates, don’t hesitate to involve a
supervisor or manager. They can provide additional support, guidance, or authority to resolve the issue effectively.
Follow Up and Ensure Resolution
After the conflict has been resolved, follow up with the party with whom you had the conflict to ensure they’re satisfied with the outcome. Following up demonstrates your commitment to the relationship and helps to rebuild trust.
How this Relates to Property Management
In a property management position, follow-up procedures are crucial for ensuring resident satisfaction, resolving issues promptly, and maintaining positive relationships with residents. Timely communication with residents is essential
to demonstrate responsiveness and dedication to addressing their concerns promptly as well as to providing the
resident with a great customer service experience. Expressing appreciation for resident cooperation and understanding during issue resolution sets a positive tone for follow-up interactions and fosters goodwill.
Additionally, confirming with residents that their concerns have been addressed satisfactorily is paramount. This
step ensures that all aspects of the problem have been resolved to their liking and provides an opportunity for residents to voice any remaining concerns. Seeking feedback on the resolution process allows property managers to gain valuable insights into the resident experience, identify areas for improvement, and enhance service quality.
Offering ongoing support and assistance to residents reinforces a commitment to their well-being and satisfaction. Providing relevant contact information or resources reassures residents that assistance is readily available if needed in
the future. Accurate documentation of follow-up interactions is essential for maintaining comprehensive records,
tracking issue resolution progress, ensuring consistency in communication, and managing risk mitigation.
Continuously monitoring resident satisfaction levels following issue resolution enables proactive identification of
recurring problems and opportunities for improvement in property management practices. Using feedback gathered
from follow-up interactions, property managers can refine processes, address resident concerns more effectively, and enhance the overall resident experience. By implementing thorough follow-up procedures, property managers can
foster positive resident relations, mitigate conflicts/claims, and promote resident retention.
*The information provided in this article does not, and is not intended to, constitute legal advice; instead, all information in this article is for general informational purposes only. Information in this article may not constitute the most up-to-date legal or other information. Viewers of this material should contact their attorney to obtain advice with respect to any particular legal matter. No viewer of this material should act or refrain from acting on the basis of information in this presentation without first seeking legal advice from counsel in the relevant jurisdiction. Only your individual attorney can provide assurances that the information contained herein – and your interpretation of it – is applicable or appropriate to your particular situation. Use of, and access to, this article does not create an attorney-client relationship between the reader and Brownlee Whitlow & Praet, PLLC or any contributing law firms. All liability with respect to actions taken or not taken based on the contents of this article are hereby expressly disclaimed.