Ten Skills of Property Management Communication

Ten Skills of Property Management Communication

Using effective communication skills and implementing positive and effective interpersonal communication can implement quality service, reduce contradictions and disputes in property management, improve the satisfaction of property management and promote the healthy and orderly development of the whole industry. Here are the top ten skills of property management communication that I brought to you. Welcome to reading.

First of all, empathy

Empathy refers to a psychological experience process in which people put themselves in others' shoes, which 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 conflict between the property manager and the owner, the property manager should put himself in the owner's shoes, think from the owner's point of view, understand the owner's mood, guide them to put themselves in their shoes, understand the difficulties of the property manager and understand the contradictory practices, so as to solve the dispute.

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 close the balcony and is rejected, he is angry at the property, 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 on-the-spot investigations and studies, it is found that not closing the balcony will indeed cause inconvenience and hidden dangers to the owner's life and safety because of the large sandstorm in the city. However, developers believe that allowing the balcony to be closed will affect the appearance of the external wall. After careful consideration, the property management company believes that it should proceed from reality, people-oriented, and consider leaving a living environment for the owners as the primary factor. Through repeated negotiations with the developer, it is 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. The owner also realized that it was an agreement with the developer to prohibit the property from closing the balcony. It is also considered 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.

Second, multi-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 joint efforts 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 found the owner of the coal stove, Mr. Li, to verify the situation and asked him to abide by the owner's statute. 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. Yao is unreasonable, but the problem still needs to be solved, so Xiao Wang thought of asking Mr. Li's kind cleaner Xiao Hu to come forward and communicate with Mr. Li to 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.

Third, just right.

Just right, just right, not too much and not too bad, which means to do or speak appropriately. On the contrary, if one divides into two, not more than one point, not less than one point, and the sense of proportion is properly grasped, the potential crisis can be resolved and all kinds of emergencies can be handled 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 management personnel establish deep feelings with owners, who trust property management personnel 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 instead of principles, which will disturb the order of property management and affect management efficiency.

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 at home, the property management staff resolutely opposed it, because there were specific provisions in the owner's statute that the owner 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.

Fourth, compromise.

Compromise means enduring temporary grievances for perfection. Compromise means reluctance, forbearance and accommodation. Everything is everything, that is, the whole, that is, the overall situation. Laozi once said, "If you are happy, you will retreat, and you will take a step back humbly." 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, and the owner asked to check again, but no problem was found. So the owner was very angry and suddenly opened the shower and poured water on the maintenance personnel. The maintenance personnel re-examined the shower without saying a word and found the crux of the problem. The owner's shower has been used for too long, and rust has blocked the 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.

Five, retreat for progress

Retreat for progress means making 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 argue for a moment Avoid its sharp edge, wait for the owner to calm down before further communication, 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 the customs officers 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 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 owners will not listen to the leaders of the property company, and if they say one sentence back to ten sentences, forcing communication will cause greater resentment among the owners. Property leaders judge the situation and think it is better to treat it coldly. The shopkeeper was very angry. Even if he tries to communicate, the effect is half the effort. It's better to return it and apologize to the owner the next day. 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 maintenance work of the property management personnel for the elevator was in place. The elevator failure was an emergency, which frightened the owners and made them apologize. The owner's anger disappeared, and he also thought that he was too impulsive, outspoken and too harsh on the property management staff. The relationship between the two sides is more harmonious than before.

Sixth, better late than never.

It's not too late to mend, which means it's not too late to remedy the mistake after it happens. 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 more strict with ourselves and doing a good job more carefully can we reduce future risks and let the company grow up in setbacks instead of collapse.

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 house was not damaged, the property company realized that there were loopholes in the security work. The property manager apologized to the four owners and said 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 dead end of monitoring. There is a gap in the western wall of the residential area near this building, and the property management company has been trying to repair the gap. However, because there is a vegetable market outside the wall, some owners go in and out from this gap in order to buy food conveniently, and strongly oppose the property management company to repair the wall. The property company immediately contacted the developer to coordinate the replacement of the probe. At the same time, the industry Committee was contacted to discuss the restoration of the fence. Although the gap is convenient for the owners to buy food, it is not conducive to the closed management of the community and brings hidden dangers to order maintenance and safety management. Property companies share advantages and disadvantages with owners. Thieves broke into the doors of four families in broad daylight. So rampant, is it important to buy food conveniently or to feel safe? Owners realize that safety comes first, and they are also moved by the spirit of the property management company "make up after the sheep dies", which enhances their trust and makes them more cooperative in future property work.

Seven, observe words and observe colors.

According to statistics, 7% of people's communication effect comes from the content of speech, 38% depends on sound (volume, tone and charm) and 55% depends on body language (facial expression, body posture, etc. Therefore, when reading the master's mind, what matters is not what he said, but 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. Property management personnel understand his ideas and try to find out what he can accept, and he will approve what he puts forward to achieve the most effective communication.

For example, an owner angrily came to the property management office to complain that her relatives came to see her, but they were stopped by the community security 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 out from the shopkeeper's accent that she was a northerner, with a bad temper and a lot of words that others could not interrupt. At this time, if you communicate with her directly in words, you are likely to have an argument with her, which may not have a good effect. So the receptionist asked her to sit down, poured her tea, patiently encouraged her to finish, and watched her expression gradually calm down and her body began to relax. Then analyze the situation with her and show 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 expression on the owner's face became gentle and completely different from the previous expression, the receptionist further explained to her that the security guard did this to ensure the personal and property safety of the owners and residents of 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. The receptionist judges the host's personality characteristics by observing his words and deeds, properly handles problems, pays attention to the host's emotional characteristics at that time in the communication process and makes corresponding countermeasures, thus reaching a cumulative benign communication with the host.

Eight, key 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 to complaints from owners. However, it is the owner's obligation to pay the property fee. They can't refuse to pay the service fee just because they are not satisfied with the property service. We can solve the problem by reporting to the competent government department, looking for the industry Committee and taking legal procedures. In the face of a large number of owners' arrears, the property management company should focus on breaking through, and once it receives results, it 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 done its duty to the owner and taken various measures to demand payment of property service fees, but accumulated arrears to the owner 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 big debtors as the focus and filed a lawsuit. In the end, the court ruled that the property management company won the case and charged the property service fee owed by the big debtor 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. Due to the constraints of time cost and economic cost, it is impossible for the property management company to file a lawsuit against all the owners who owe money, and it is bound to receive good results by choosing a large family who owes money to break through.

Nine, push the boat with the tide

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. We can use this communication skill when dealing with some unprincipled problems. If the owner violates the relevant laws and regulations and makes a principled mistake, he can't 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 changes 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 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 newlyweds, and then talk about wedding customs in different places. Words bring good news to the rooster, and unconsciously narrow the distance with the owner. Finally, the property management staff pointed out the purpose, and the downstairs owner complained that the rooster crowed. On the one hand, they should respect local customs. On the other hand, raising chickens in urban residential buildings does bring nuisance to neighbors. It is suggested that newlyweds put the rooster in the effective area so that it can bring good news to more people. This not only conforms to the idea that the newly-married rooster reports good news, but also solves the problem that the rooster disturbs the neighbors. The upstairs and downstairs owners are satisfied, and the future work of property management personnel will be better carried out.

Ten, get ready.

Being prepared means being prepared in advance, and you can avoid disaster. 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 full preparations in advance, you will panic and be at a loss, 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 should mediate first, then notify several security guards to the scene, separate the two groups, and continue to persuade and educate until the police station comes to solve the problem together. 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. Be prepared, think ahead in everything and turn passivity into initiative.

In management practice, property managers will encounter all kinds of unexpected situations and use different communication skills in different situations. However, the education level of the owners is high or low, some are knowledgeable and some are unreasonable. Facing different hosts, they must also use different communication skills to turn enemies into friends.

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