What are the basic skills of property communication?

The contradiction between the property management company and the owner not only affects the implementation of the enterprise, but also affec

What are the basic skills of property communication?

The contradiction between the property management company and the owner not only affects the implementation of the enterprise, but also affects the realization of the predetermined goal of the enterprise. Therefore, adopting reasonable ways and skills to solve contradictions has become the top priority of property management. Below I have sorted out the skills of property communication for your reference.

Property communication skills: basic skills of property communication In order to achieve good communication effect, property managers should master the basic skills of communication;

1 Remember the owner's name.

In communication, property management personnel should remember the owner's name every day. When meeting the host, it will make the host feel very happy to politely call the other person's name "Hello, Sir".

2 respect each other's habits

In the process of communicating with the owners, the property management personnel should first respect each other's habits and understand the basic common sense of different countries, nationalities, regions and religions, which will make the owners feel warm and easy to understand and accept the work of the property management company.

Mrs. He, who is nearly seventy years old, came to the management office. Mr. Li greeted her politely: "Madam, please sit down." Unexpectedly, the old lady's face suddenly looked unhappy and stopped sitting. Mr. Li was at a loss and had to say, "Please sit down, madam." This time, Mrs. He immediately rushed to Mr. Li to report to the manager. Mrs. He said bluntly, "Manager, please strengthen the etiquette training for your subordinates in the future, be polite to women and call them miss."

Mr. Li was deeply moved. People engaged in the property management service industry should master the folk customs or etiquette knowledge of different countries and pay great attention to these details during the reception.

3. Pay attention to the expression of language

Skilled use of language skills can communicate information between property management companies and owners, coordinate the relationship between enterprises and owners, and establish a good image of enterprises.

Xiao Hu, a maintenance worker, immediately rushed to the owner's room after receiving a call to repair the air conditioner. He only flipped the air conditioner switch a few times, and the air conditioner immediately blew out cold air. So Xiao Hu told the shopkeeper, "Sir, this air conditioner is not broken. Maybe you just used it improperly. " "What? There is nothing wrong with it, I used it improperly? " The host was very unhappy with Xiao Hu's words. Xiao Hu suddenly realized that his words were inappropriate and might have hurt his master's self-esteem. Calm down immediately and change your mouth and say, "Oh, I'll check it again." As he spoke, he quickly picked up the tools and opened the lid of the air conditioner. He unscrewed it here and dialed it there. After four or five minutes, he covered the lid and said, "Sir, there was something wrong with this air conditioner just now, but it was nothing serious. It has been repaired now. " "Yes, not bad, how can I find you to repair? Thank you. " The host's attitude changed immediately, and he sent Xiao Hu out of the room very politely.

Two statements, two results, the former statement hurts the owner's self-esteem, the latter statement is more implicit, so the owner immediately resolved the dissatisfaction, so paying attention to language skills can achieve good communication results.

4 smile service

Property management personnel must have a kind and natural smile, so that the smile can infect and communicate with every owner's heart.

5 Use emotional communication

First-class property must have first-class management, and first-class management cannot be separated from good emotional communication between property management companies and owners. Through conscious emotional communication, enterprises can accurately understand and master the real feelings and ideas of owners, and actively create a communication atmosphere.

Miss Li's wedding was very happy, and it happened to be the first owner to get married after the property moved in. After the property management company learned the good news, the cleaning staff cleaned the platform of the community and laid a new red carpet. Green plants have added some beautiful potted flowers; The property assistant of the company bought flower baskets and greeting cards to bring the best wishes to the couple on behalf of all the employees of the company. The couple and their parents said excitedly, "I didn't expect that you are so human and feel very kind to live here."

It is an important means for property management companies to actively organize meaningful activities, pay attention to some important things in owners' lives and enhance mutual understanding and communication. Bring as much care as possible to the owner, give the owner a feeling of "sureness and kindness", and lay a good foundation for the company to carry out various property work in the future.

Property communication skills: the basic skills of property coordination. Good results can be achieved by skillfully and creatively using the basic skills of coordination.

1 Don't promise the owner easily.

When talking with the owner, the property management personnel can immediately settle the requirements put forward by the other party, and they can agree on the spot; Need to study should explain the situation, and then give a reply; For those who can't do it at all, it is necessary to explicitly refuse and explain the reasons, and ask the other party to misunderstand. Easily agreeing to the other party and various requirements will win the goodwill and gratitude of the other party for a while, but in the end it will only damage the image of the property management company because it can't fulfill its promise.

2 borrow the power of others skillfully.

Property management involves all aspects of life, making many small things complicated. Because of this, property managers can help solve complex problems with the help of all aspects, so as to "manage things with the help of others".

One day, the supervisor of a property company received a report; The owner of a building is unwilling to install air-conditioning in the designated location, and the personnel of the air-conditioning company constantly stir up the dissatisfaction of the owner. After understanding the situation, the supervisor patiently explained to the owner; The property management company requires that air conditioners should be installed at designated locations, and the pipes should not be exposed, so as to ensure the uniform and beautiful appearance of the community. If air conditioners are installed indiscriminately, the fa? ade of our community will be chaotic. After all, this is your home, and you certainly don't want to look up and see such a scene. After listening to the supervisor's reasoning, the owner no longer insisted. The supervisor quietly pulled the staff of the air-conditioning company aside and warned, "You should know the company's management regulations. If you carry out endless violations, you will bear the consequences. " The personnel of the air-conditioning company immediately announced that they would make holes according to the regulations of the property management company and cooperate with the property management company to convince the owners. Finally, the owner agreed to drill air conditioning holes at designated locations.

Use the mutual restraint between people to communicate and coordinate the relationship, and finally achieve the expected goal.

3 fully understand the owner

Property management personnel should fully understand the owner's education level, occupation, age, characteristics, hobbies and other basic information, because this may become a breakthrough in coordination.

Shortly after Mr. Lin moved into a unit, he found that the floors of the hall and bedroom were gradually bulging, and he was dissatisfied and asked the property management company to solve it immediately. The company immediately went to the door to check the cause of the floor bulge, and initially determined that it was caused by water seepage from the external wall. Due to the large bulging area, all the furniture must be vacated for maintenance, but this is bound to add great trouble to Mr. Lin's family. According to past experience, ten companies were rejected by talking to the owners directly. At this time, the property management personnel familiar with Mr. Lin suggested; Mr. Lin likes to grow flowers and grass. The company might as well send a potted flower to contact the feelings of both parties and talk about maintenance. So, a pot of flowers specially bought from the flower shop was sent to Mr. Lin's house, which was a great surprise. The management sincerely expressed their apologies for not paying enough attention at ordinary times, and explained that if we want to ensure the quality of the floor and move out the furniture, it will be troublesome for Mr. Lin, and the company is very upset. Hearing this, Mr. Lin waved his hand again and again and said, "It's not all your fault. If I had told you about the bulging floor earlier, I might not have been in so much trouble as I am now. I'm really ashamed of you for sending flowers specially. " Subsequently, property management companies and developers put forward a series of solutions, and actively took relevant suggestions, temporarily moved to another unit, and then moved back to its original place after maintenance.

In all kinds of applications for repair, the repair and maintenance caused by poor construction quality are generally more complicated, and the owner's reaction is also fierce. If you simply do some explanation work, it is easy for the owners to think that the property management company is shirking its responsibility and causing misunderstanding. Different situations should be handled in different ways. In this transaction, according to Mr. Lin's love for flowers and plants, a pot of flowers was sent at the right time, which shortened the parking distance with the owner, apologized again, reconciled the feelings, and successfully solved the original thorny problem with practical measures.

Seize the opportunity and guide the situation.

"Make the best use of the situation" refers to guiding things to develop along the development trend. When coordinating with the owner, we should first understand and master the "potential" of the owner's psychological development and change, and then guide according to the objective "potential".

Due to the design requirements of a building, the manhole of the sewage pipe of each unit is set at the top of the bathroom of the downstairs unit, so the top of the bathroom of all units cannot be completely closed. The owner of a unit insisted on his own aesthetic concept and closed the top of the bathroom when decorating. To this end, property management personnel come to explain to the owners; Sewage pipes and maintenance equipment are owned by the public. According to the relevant regulations, the property user can't overstep or damage the common parts of the house during the use of the property. After directly showing the relevant clauses in the book to the owner, the owner began to relax. Seeing this, the property management personnel quickly took the opportunity to say, "According to the original design of the building, it is required to leave a manhole on the ceiling of each household unit, and the manhole of your sewage pipe is also placed in the owner's room downstairs. Their family had raised the same question when they were decorating, but in the end they obeyed the overall situation and left a monkey who could open it. You can refer to their practices. " The owner suddenly became interested and saw that the treatment plan of the downstairs unit was not perfect, but it did not affect the overall effect, and the owner's tight face finally relaxed.

This is a property management personnel according to the relevant provisions of the state, put forward assumptions and follow the trend, so that owners really feel the seriousness of the problem, and finally make a rational decision. A successful case of communication, coordination and unification was reached.

When the information inside and outside the property management company is not well disseminated or the enterprise makes mistakes, the behavior and policies of the enterprise are not recognized by the owners, which leads to disharmony between the enterprise and the owners, or the owners hold an attitude of incomprehension, distrust, uncooperative, even opposition and hostility towards the enterprise, the property management personnel should use principles and skills to promote two-way communication between the enterprise and the owners, establish a consensus between the enterprise and the owners, and cause consistent behavior. ?