Important skills of property communication

As a service department, the property company directly faces the owners of Guangfa, and whether it can handle and reduce the complaints of the owners depends on the communication level with the property staff. Want to know the communication skills between the property and the owner, take a look at the following article.

1, empathy

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.

2. Actively listen and give timely feedback.

Whether in life or at work, being good at "listening" is a quality that a person should have. "Listening" is an important means to understand the needs of owners and solve their problems. A property manager who doesn't "listen" to the opinions of the owners can't solve the problems for the owners. In order to understand the real needs of the owners, what we should do most is to listen carefully to what the owners say and want, so as to build an effective communication bridge with the owners.

3. Avoid reality and practice virtual method.

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.

Step 4 retreat 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.

5. Standard language

Property management personnel should avoid saying evasive words such as "I don't know, I don't know, I need to ask the leader" when accepting strong complaints from owners; Facing the consultation and help of the owner, avoid ignoring the owner on the grounds of "no time" and "this is the company's regulation"; When the owner asks for on-site service, avoid refusing it by means of "this matter should not be our responsibility" or "you can solve it yourself". Often, an inappropriate remark or a casual move by the property manager will intensify contradictions for a trivial matter, which not only destroys harmony, but also is not conducive to work. Therefore, property management personnel should implement the "first inquiry responsibility system", standardize the language, constantly improve their own quality and establish good communication with the owners.