Condo Media - February 2013 - 46

COMMUNICATIONS

roperty managers have many
different tasks. To name just a
few: They deal with contractors, have to lead trustee’s
meetings, deal with owners, create
budgets, enforce rules and deal with
legal issues. For many property managers, dealing with difficult people is
the hardest part of the job.
Before we go any further, let us state
that a lot of these skills are innate. You
cannot turn an average math student
into Albert Einstein, and if people
have poor interpersonal skills, they will

P
46

CONDO MEDIA • FEBRUARY 2013

never be the top salesman at Apple
(or may not be cut out to be a property manager). That being said, there are
some things you can do to improve
how you deal with difficult people.
To create a simple model, we are
going to divide difficult people into
the follow categories: An angry owner,
a person who will not make a decision,
a person who will not return calls or
emails, people who will not complete a
task you ask them to, potentially violent people, and people who won’t let
you get off the phone.

These techniques will not work all
the time, but we have found they frequently work.

Angry Owners
When dealing with an angry owner
here are a few techniques. First, if you
get back to people quickly, that helps
to reduce anger a lot. There is a technique called reflective listening that
works very well. One of the most frustrating things is to feel that you are
not being heard. Reflective listening
means paraphrasing in your own words



Condo Media - February 2013

Table of Contents for the Digital Edition of Condo Media - February 2013

Condo Media - February 2013
Table of Contents
From the CED’s Desk
Editorial Board
CAI News
CAI Regional News
Asked & Answered
Homeowner’s Corner
Insurance
Technology
Blanket Coverage
Vendor Spotlight
Legal
Communications
2013 CAI-NE Insurance & Restoration Directory
Classified Service Directory
Advertisers Index
Condo Media - February 2013 - Condo Media - February 2013
Condo Media - February 2013 - Cover2
Condo Media - February 2013 - Table of Contents
Condo Media - February 2013 - From the CED’s Desk
Condo Media - February 2013 - 3
Condo Media - February 2013 - Editorial Board
Condo Media - February 2013 - 5
Condo Media - February 2013 - CAI News
Condo Media - February 2013 - 7
Condo Media - February 2013 - 8
Condo Media - February 2013 - 9
Condo Media - February 2013 - 10
Condo Media - February 2013 - 11
Condo Media - February 2013 - 12
Condo Media - February 2013 - 13
Condo Media - February 2013 - CAI Regional News
Condo Media - February 2013 - 15
Condo Media - February 2013 - 16
Condo Media - February 2013 - 17
Condo Media - February 2013 - 18
Condo Media - February 2013 - 19
Condo Media - February 2013 - Asked & Answered
Condo Media - February 2013 - 21
Condo Media - February 2013 - Homeowner’s Corner
Condo Media - February 2013 - 23
Condo Media - February 2013 - Insurance
Condo Media - February 2013 - 25
Condo Media - February 2013 - 26
Condo Media - February 2013 - 27
Condo Media - February 2013 - Technology
Condo Media - February 2013 - 29
Condo Media - February 2013 - 30
Condo Media - February 2013 - 31
Condo Media - February 2013 - Blanket Coverage
Condo Media - February 2013 - 33
Condo Media - February 2013 - 34
Condo Media - February 2013 - 35
Condo Media - February 2013 - 36
Condo Media - February 2013 - 37
Condo Media - February 2013 - 38
Condo Media - February 2013 - 39
Condo Media - February 2013 - Vendor Spotlight
Condo Media - February 2013 - 41
Condo Media - February 2013 - Legal
Condo Media - February 2013 - 43
Condo Media - February 2013 - 44
Condo Media - February 2013 - 45
Condo Media - February 2013 - Communications
Condo Media - February 2013 - 47
Condo Media - February 2013 - 48
Condo Media - February 2013 - 2013 CAI-NE Insurance & Restoration Directory
Condo Media - February 2013 - 50
Condo Media - February 2013 - 51
Condo Media - February 2013 - 52
Condo Media - February 2013 - 53
Condo Media - February 2013 - 54
Condo Media - February 2013 - 55
Condo Media - February 2013 - 56
Condo Media - February 2013 - 57
Condo Media - February 2013 - Classified Service Directory
Condo Media - February 2013 - Advertisers Index
Condo Media - February 2013 - 60
Condo Media - February 2013 - 61
Condo Media - February 2013 - 62
Condo Media - February 2013 - 63
Condo Media - February 2013 - 64
Condo Media - February 2013 - Cover3
Condo Media - February 2013 - Cover4
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