Communication skills between property management and owners

Communication skills between property management and owners

Using effective communication skills and implementing positive and effective interpersonal communication can implement quality service, reduce conflicts and disputes in property management practice and improve property management satisfaction. The following are some communication skills between property management and owners, hoping to help everyone!

A resonance

Empathy refers to a psychological experience process between people, putting themselves in others' shoes, and is an indispensable psychological mechanism for good communication. Objectively, we are required to connect our inner world, such as emotional experience and way of thinking, with each other and experience and think from each other's standpoint, so as to communicate with each other emotionally and lay the foundation for enhancing understanding. In the practice of property management, empathy is the most commonly used communication skill to solve endless conflicts. When there is a contradiction between the property manager and the owner, the property manager should put himself in the owner's shoes, understand the owner's mood, guide the owner to put himself in the shoes, understand the difficulties of the property manager and understand the contradictory practices, so as to solve it.

For example, in a mid-range residential area, the developer has signed a contract with the property company to keep the appearance of the property beautiful, and no one is allowed to close the balcony. However, this clause is not clearly stipulated in the sales contract between the developer and the owner, so when the owner wants to seal the balcony and is rejected, he is angry at the property management company, and many owners unite to refuse to pay the property service fee. The property company did not take the opposite approach to the owner, but considered it from the owner's point of view and tried to understand the motivation of the owner's behavior.

Through many field investigations and studies, they found that due to the large sandstorm in the city, not closing the balcony will indeed cause inconvenience and hidden dangers to the life and safety of the owners. However, developers believe that closing the balcony will affect the appearance of the external wall. After careful consideration, the property management company believes that we should proceed from reality and take people as the foundation, and consider leaving a living environment for the owners as the primary factor. After repeated negotiations with the developer, an understanding was finally reached that the balcony can be sealed, but the specifications and materials should be unified, which not only meets the requirements of the owner, but also does not affect the appearance of the external wall. Owners also realize that the closure of the balcony by the property company is an agreement with the developer, and it is also from the perspective of maintaining the overall appearance of the community and for the benefit of the majority of owners. After empathy, the two sides clarified the misunderstanding and shook hands.

A two-pronged approach

Multi-pronged approach, that is to say, it is difficult to solve the problem by the efforts of one party or one person alone. If we gather the strength of all parties and many people, the problem will be solved. The so-called "one hero and three gangs", sometimes relying on the efforts of property management personnel, can not solve the dispute with the owners, and need the help of the community, industry committees, government departments and other third-party forces to solve the problem. Compared with property managers and owners, the third party is more likely to look at things objectively because there is no conflict of interest, and analyzing the gains and losses of both parties' faults from a neutral perspective is conducive to solving problems fairly and justly. In the actual communication process, multi-pronged approach not only refers to the use of third-party forces, but also includes the flexible use of other forces, such as the reasonable family members of the owner's family and other property management personnel who are familiar with the owner.

For example, Xiao Wang, the property manager, received a complaint from the owner that someone put a coal stove to boil water at the corner of the stairs of his residential building, which polluted the air and affected the past traffic. Xiao Wang asked Mr. Li, the owner of the coal stove, to verify the situation and ask him to abide by the owners' convention. Don't put personal items such as coal stoves in public areas for your own convenience, which will affect the overall environment. Mr. Li ignored Wang's words and still put the coal stove in the old place, so Wang went to Mr. Li's house three times in a row and earnestly asked Mr. Li to respect the rights and interests of neighboring owners, but Mr. Li was very stubborn and insisted on putting the coal stove there. Mr. Li is unreasonable, but things still have to be solved, so Xiao Wang thought of inviting Xiao Hu, a cleaning staff who has a friendship with Mr. Li, to communicate with Mr. Li and persuade him to take the coal stove home. Then Xiao Wang asked Mr. Li's mother to help him with his ideological work. Mr. Li is a dutiful son and stresses brotherhood. After many efforts, the problem was solved. Multi-pronged approach is a very positive communication skill, and one road is blocked. Try to start from other aspects, seek various forces to alleviate interpersonal contradictions, thus solving disputes and promoting community harmony.

Three is suitable.

Just right, just right, not too much and not too bad, which means to do or speak appropriately. Only by properly handling proper limit can we resolve the potential crisis and handle all kinds of emergencies skillfully. Interpersonal communication in the practice of property management is a complex art, and interpersonal communication is driven by interests, and more is emotion. Property managers establish deep feelings with owners, who trust property managers and care about owners, but this does not mean that they can ignore principles and sometimes have to distinguish between public and private, otherwise they always consider human feelings and rules, which will break the order of management and affect the efficiency of management.

For example, the owner, Mr. Zhang, has always had a good relationship with property management personnel. When the property management company needed help in the activity, he made a lot of efforts. However, when he proposed to keep a boa constrictor as a pet at home, the property management staff resolutely opposed it, because there were specific provisions in the owners' convention that owners could not keep some dangerous animals at home. If Mr. Zhang has a python at home, if he forgets to close the door one day, the python will swim out, which will bring great threat to other owners. Mr. Zhang thinks that the property management staff is too boring and not accommodating at all. The property manager explained the situation to him and said that if Mr. Zhang had any difficulties, the property manager would give him the most enthusiastic help. Mr. Zhang finally understood the practice of property management personnel and restored good relations with them. Human feelings belong to human feelings, principles cannot be flexible, and boundaries cannot be blurred. Should be appropriate.

Make every effort to pursue perfection.

Compromise means enduring temporary grievances for perfection. Compromise is both reluctance, forbearance and accommodation. Everything is everything, the whole, the overall situation. When I say "success", I mean to take a step back, be humble and take a step back. Property management, managing property and serving people, dealing with people every day is a complicated and hard work. Property management personnel provide services, but they can't look up and see the owners, and they can't bear any grievances, so the relationship with the owners will be stiff, which is not conducive to the long-term development of enterprises. As the old saying goes, "A little tolerance leads to great mischief." In real life, property managers beat the owners and have a lot of grievances with them. They can't wronged themselves and it is difficult to be perfect. Property management personnel sometimes encounter difficulties when solving problems for owners. For the sake of corporate image and good reputation, they should master compromise communication skills and win the satisfaction of owners with their tolerance.

If the shower outlet of the owner's house is too small, please ask the property maintenance personnel to come and see if there is something wrong with the water pipe. The maintenance personnel couldn't find out the reason at the moment, so the owner had to turn on the shower and pour water on the maintenance personnel. Maintenance personnel silently re-examined the shower head and found the crux of the problem: the owner's shower head was used for too long, and rust blocked the water outlet. After the maintenance personnel solved the problem for the owner, they left the owner's house dripping wet. Although very wronged, I still chose to be calm and restrained. If the maintenance staff couldn't stand it at that time, quarreled with the owner fiercely, or packed up the tools and said they wouldn't repair them, it would inevitably cause the owner's greater anger and hostility to the property management staff.

5. Retreat for progress.

To retreat is to make greater progress through temporary concessions. Sometimes tit-for-tat is not the best way to solve contradictions. Moderate concessions are conducive to communication. Don't fight for a temporary passion, avoid its sharpness, and communicate further when the owner calms down. I believe the problem will be solved satisfactorily, and show the wisdom, patience and confidence of the property management personnel in dealing with the problem with the communication skills of "taking retreat as progress".

If the elevator of a high-rise residential building breaks down, the leaders of the property company immediately rush to the scene and organize relevant personnel to carry out emergency repair according to the emergency plan formulated in advance. After 50 minutes of emergency treatment, the elevator fault was eliminated. When the three trapped owners got out of the elevator, the property manager explained the cause of the failure and sincerely apologized to appease their emotions. However, the owners are ungrateful, swearing and complaining to the media that the property is dereliction of duty. At this time, the owner will not listen to the leadership of the property company. If you say one sentence back to ten sentences and force communication, it will cause greater resentment among the owners. Property leaders judge the situation and think it is better to treat it coldly. The owner is very angry. Even if they try to communicate, the effect will be half the effort. It is better to return it and wait until the next day to apologize to the owner. The next day, the leader sent people to send fruit baskets to the three owners, and explained to the owners in the form of cards that the daily maintenance work of the property management personnel had been put in place. The elevator failure was an emergency, which frightened the owner and apologized, but the owner was very angry and thought he was too impulsive, outspoken and too harsh on the property management personnel. The relationship between the two sides is more harmonious than before.

It's never too late.

Better late than never means it's not too late to make amends after a mistake. Property management is a high-risk industry, such as car theft, property loss of owners, personal injury of owners, etc. Even if the property management work is done well, it is impossible to prevent, and it is impossible to completely and absolutely avoid property risks. When risks occur, only by learning lessons, filling in deficiencies, correcting the parts that lead to hidden dangers, being stricter with ourselves and doing the work more carefully can we reduce future risks and let the company grow in setbacks.

For example, four families in a building in a residential area were pried open by thieves during the day. Because the security door is relatively strong, the thief failed to pry it open, so there was no substantial theft. Although the property of the owner's home was not damaged, the property company realized that there were loopholes in the security work, and the property manager apologized to the four owners, saying that in the future, the number of patrols in the community and corridors should be increased, and the registration system for people entering the community should be improved to make the owners feel more secure. Near this building, the developer didn't set an infrared probe at first, which is a monitoring dead angle. This building is close to the' fence' on the west side of the community, and there is a gap in the fence. Property management companies have been trying to bridge the gap. However, because there is a vegetable market outside the fence, some residents go in and out from this gap in order to buy food conveniently, and strongly oppose the property management company to repair the fence. The property company immediately contacted the developer, coordinated the replacement of the probe, and contacted the industry Committee to discuss the restoration of the fence. Although the gap is convenient for residents to buy food, it is not conducive to the closed management of the community and brings hidden dangers to order maintenance and safety management. The property company analyzes the advantages and disadvantages for the owners. Thieves broke into the doors of four families in broad daylight, so rampant, which is more important, convenience in buying food or security? Owners realize that safety comes first, and they are moved by the spirit of "mending after the sheep is dead" of the property management company, which enhances their trust and makes them cooperate with property management more in the future.

Seven, observe words and observe colors.

Statistics show that when people communicate with each other, 7% of the effect comes from the content of the speech, and 38% depends on the body language (facial expression, body posture, etc. Therefore, when reading the master's mind, what matters is not only what he said, but also what he said and what kind of expression and posture he has. This is a sense of speech. What does the host think, how to do it, why, and what is the purpose? The master's words and deeds always take his own interests as the starting point. Personnel should understand his ideas and try to figure out what he can accept and what he will recognize in order to achieve the most effective communication.

For example, an owner came to the property management office angrily and complained that her relatives came to see her, but they were blocked out by the community security guard and were not allowed to enter the community. The property receptionist knows what happened. It turns out that this relative didn't carry a valid certificate. Although the security guard knew that he was a relative of the owner, he did not let him go for safety reasons, which caused strong dissatisfaction from the owner. The receptionist found from the shopkeeper's accent that she was a northerner with a short temper and couldn't tolerate others interrupting. At this time, if you communicate with her directly in words, you may have an argument with her, which may not have a good effect. So the receptionist asked her to sit down, poured her tea, listened to her patiently, watched her expression gradually calm down and her body began to relax, and then analyzed the situation with her and showed her attitude. The receptionist accepted the criticism, apologized to her and her relatives, admitted that the security work was not in place and lacked flexibility, which brought inconvenience to the owner's life, and said that she would reflect her opinions to the leaders and improve them in future work.

When the owner's face was mild and completely different from the previous attitude, the receptionist further explained to her that the security guard did this to ensure the personal and property safety of the owner and the residents in the community. The Property Management Office has formulated regulations to control the entry and exit of foreign personnel, and strictly implemented the system of checking valid certificates and registering foreign personnel. Security guards obey the rules, but they are not flexible enough. The owner just overreacted. They should not criticize the security guards blindly, but also understand their practices. The owner felt the sincerity of the receptionist and approved the handling method of the receptionist. By observing words and deeds, judging the personality characteristics of the host, properly handling problems, paying attention to observing the emotional characteristics of the host at that time and making corresponding countermeasures in the communication process, so as to achieve positive and benign communication with the host.

Eight breakthroughs

The key breakthrough is to concentrate on breaking through the "key minority" in order to play the role of "point to area". For a while, we will not be able to solve the problems with numerous clues or large-scale problems, but if we can grasp the "key minority", we can turn the difficult into the easy, simplify the complex and make breakthrough progress. In the practice of property management, many property management companies feel headache is the problem of "difficult charging". Owners sometimes ask too much of property personnel and refuse to pay management fees if they are slightly dissatisfied. It is true that some property companies lack the awareness of serving owners, which leads them to complain. However, it is the owner's obligation to pay the property management fee. They can't refuse to pay the management fee because they are not satisfied with the property management work. We can solve the problem by reporting to the competent government departments, looking for industry committees, legal proceedings and other ways.

In the face of "big arrears" among owners, property management companies should focus on breakthroughs, and once they receive results, they will inevitably have a warning effect on other owners who owe money. For example, since a property company took over the management of an office building, it has worked diligently, been responsible to the owners, and taken various measures to collect property management fees, but accumulated arrears to the owners amounted to several million yuan. In order to safeguard their legitimate rights and interests and intensify the work of clearing debts, the property management company chose several large debts as the focus and filed a lawsuit. In the end, the court ruled that the property management company won the case and collected the property management fee owed by the large amount of money according to law. After the announcement of the litigation results, it touched other owners who owed money, and it was much easier for the property company to collect the arrears. Because of the constraints of time cost and economic cost, the property management company does not file a lawsuit against all the owners who owe money, and it is bound to receive good results by choosing the big ones who owe money to make a breakthrough.

Follow the situation

Pushing the boat with the current is to push the boat in the direction of the current, which means that everything you say and do is moving in a certain trend or direction. Property managers sometimes have to act according to the owners' ideas to facilitate the owners, that is, to facilitate themselves, to make the owners comfortable, and the contradictions will be solved. This communication skill can be used when dealing with some unprincipled problems. If the owner violates the relevant laws and regulations and makes a mistake in principle, it will not be able to follow suit. What I want to emphasize here is that letting nature take its course is not to act blindly according to the owner's wishes mechanically, but to make some modifications in the general direction of the owner's emotional context and thinking track to resolve contradictions.

For example, the owner of a residential area complained that someone raised chickens upstairs and crowed them every day before dawn, which seriously affected the rest of his family and asked the property management personnel to deal with this problem immediately. After investigation, it was found that the owner upstairs was a newly married couple, and his hometown had the custom of raising chickens to report good news during their wedding, so he kept a big rooster at home. According to the usual practice, this rooster should be kept for at least one month. After the property management personnel understand the situation, they go to the door to communicate with the newlyweds. First, they congratulate the New Year, and then talk about wedding customs in different places. The topic led to the good news of the rooster, and unconsciously narrowed the distance with the owner. Finally, the property management staff pointed out the purpose, and the downstairs owner complained about raising chickens in the building. On the one hand, we should respect local customs and habits. On the other hand, raising chickens in urban residential buildings does bring nuisance to neighbors. It is suggested that newlyweds keep cocks in the suburbs so that they can bring good news to more people. This not only conforms to the concept of rooster reporting good news for newlyweds, but also solves the problem of rooster disturbing people. The upstairs and downstairs owners are satisfied, and the future work of property management personnel will be better carried out.

Get everything ready.

Being prepared means that you can avoid disaster by preparing in advance. Everything should be prepared in advance so as not to be in a hurry. In the practice of property management, you will often encounter unexpected events. If you don't make adequate preparations in advance, you will panic and be in a passive situation once problems arise, leaving the owner with the impression of low ability to handle affairs.

For example, when there is a conflict between the owners, both sides call many people to help. At this time, property management personnel should be on high alert, on the one hand, notify the police station, on the other hand, mobilize a number of security guards to prevent things from developing in a bad direction. Property management personnel come forward to mediate, so that the two sides can remain calm. If the situation is serious and both sides are emotional, they will notify several security guards to the scene, separate the two groups, and continue to persuade and educate until the police station solves the problem. If a few security guards are not mobilized in advance, the scene will get out of control. As the saying goes, it is safe to be prepared. Sometimes things may be easy to solve without too much preparation. However, once things turn sharply and there is no preparation, the scene will get out of control, causing personal injuries, property losses and other problems, which is not conducive to the harmony and tranquility of the community and affects the sense of security of the owners living in it. Be prepared, think ahead in everything and turn passivity into initiative.

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