Communication skills and methods in property management

Communication skills and methods in property management

What is communication? Communication is the exchange of information and the interaction of ideas. Through the bridge of "communication", we and our customers can understand each other's ideas, positions and viewpoints, so as to achieve mutual understanding and trust, and finally reach the ideal other side of a harmonious community. So, how to communicate effectively, are there any skills and methods? The following are the communication skills and methods I brought to you in property management. Welcome to reading.

First, respect is not arrogant.

We are eager to be respected by others, but we must learn to respect others first. Our customers come from all walks of life and all groups. We can't judge a book by its cover. When you see the rich, you grovel, and when you see the poor, you look on coldly. People who don't know how to respect others will not be respected by others.

Second, enthusiasm is not indifference.

Property management is a service industry, and it is the minimum professional ethics for employees to maintain a warm attitude. The most taboo is to look cold and ignore. If you don't speak, you will offend the business owners. How can we "communicate"?

Third, honesty is not perfunctory.

In our work, we should be sincere and keep our word. Never "start a big business" or "make waves", nor fail to cash in afterwards or perfunctory things.

Fourth, politeness is not mean.

Politeness is the basic principle of social communication and the basic requirement of property management. Politeness first, politeness first. Never be sarcastic or sarcastic.

Five, not rigid

Adhere to the principle in the work, and act according to the law and regulations, but we should also be flexible as far as possible according to the actual situation without violating the principle.

Six, responsible for not shirking

We will do what we should do; This is our responsibility, and we will never shirk it. Win the trust of the people

Can we achieve "one ditch" by doing the above? Not necessarily. With correct thinking, we need correct working methods. So, what are the "communication" methods in property management?

First, the persuasion education law

Publicity, education and persuasion of laws, regulations and policies related to property management are the most commonly used methods in our work, but they are often ineffective. Intuitive and rigid preaching is a sign of incompetence.

It is natural to talk about laws and policies, but how to say it is very particular. Therefore, this method is often combined with other methods to be effective.

Second, the empathy method

"Love" and "being loved" are contradictory. As a manager, sometimes you have to change your perspective. What would you think if "I am the owner"? Feel his feelings in your mind. At the same time, you can also ask business owners to change their perspective. What should he do if he is a manager? Take care of each other, understand each other and solve contradictions.

Third, do as the Romans do.

Speaking Mandarin at work is a basic requirement. However, according to the service, if you don't scold the elderly, especially for some elderly people, it will often get twice the result with half the effort if you receive them in the same dialect. "Local accent, affection", the same dialect has been recognized emotionally. What's there to talk about? But remember: if you don't have the ability to speak dialects, you still speak Mandarin, otherwise you will be "parrot-learned" and self-defeating, and business owners will think you are mocking and sarcastic. Especially sensitive dialects, such as "Subei dialect", don't imitate them easily.

Fourth, avoid reality and be empty.

Sometimes, straightforward, straight to the point, often will intensify contradictions, so that both sides froze. It's better to avoid reality, talk about topics irrelevant to the theme, such as weather and traffic, relax the atmosphere, and then find an opportunity to get to the point.

Fifth, vote for the law.

According to the temper and hobbies of the communication partner, you can talk more about topics of interest to the other party. If you like chess, then talk about chess; If you like traveling, talk about mountains and rivers; If you love your children, praise them more. Treating middle-aged women and praising her children is the fastest way to communicate. As the saying goes, a mother is more expensive than a child!

Sixth, the method of retreating for progress

Sometimes when you are blunt, don't add fuel to the fire, be greedy for temporary benefits, vent what you should say and what you shouldn't say, and only push the other side to the opposite side; It is better to retreat for progress, make a plan to slow down, make suggestions, eliminate firepower, wait for the right time, or change someone to communicate with the host.

VII. Compromise method

Sometimes you will meet unreasonable business owners. At this time, you need to always represent tolerance and generosity. Never answer blows with blows, tit for tat. But to be gentle and whisper. Be patient even if you are scolded. If you can't bear it, make a great plan. You must listen to what the ancients said.

In addition to the above methods, we can also use some non-verbal factors to strengthen the "communication" effect.

First, leave the scene of the conflict to talk.

The communication at the scene of the conflict can only be "touching the scene", and the more you talk, the more angry you get. The mentality can't be calm, and there may be bystanders, adding fuel to the fire and disrupting the situation. If possible, it is more beneficial to persuade them to leave the scene of the conflict and talk and communicate elsewhere.

Second, sit down and talk.

If you can sit down and talk, don't stand. "Please sit down" is not only polite, but also the basis for creating a harmonious atmosphere and facilitating communication.

Third, keep a proper distance and posture when speaking.

According to the psychological test, the average person should keep a distance of 1.5 meters when speaking. If you are too close, you will feel oppressive; if you are too far away, you will feel unfamiliar. Moreover, it is best for both sides to stand at a 90-degree angle, which is suspected of confrontation.

In short, the property manager should be a "saint", from astronomy and geography to chicken hands and garlic skin, from three emperors and five emperors to bird flu and foreign garbage, he should understand and learn a little. Accumulate a lot of hair, once needed, you can improvise and be natural and unrestrained. Of course, the most important thing is that the owners should maintain their enthusiasm for the property work and have a good impression on the owners. Only by firmly establishing the idea of "serving the people" and mastering the communication methods and skills mentioned above can we be consistent in appearance and be good at dancing with long sleeves. Otherwise, no matter how good the technology is, it can only be a show. "Laughing without laughing" is ugly.

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