Property communication skills

The connotation of communication is very rich. To do a good job in property management, it is essential to communicate with owners, merchants, employees and relevant units and departments. Although the communication objects are all-encompassing, the basic skills to improve communication skills are mainly speaking skills, listening skills and negotiation skills.

First, we should respect, understand and care about people when we speak.

Speech is the main form of direct communication between property managers and the public. Giving full play to speech skills is an important step to show one's talent and style and establish a leadership image.

Property managers have to deal with people every day. Going out to negotiate and arranging work in the office are inseparable from speaking skills. Speaking is not only the expression of one's eloquence, but also the expression of one's thought, personality and wisdom. When the property manager gives a speech to employees, a good speech or conversation can play an inspiring, inspiring and educational role. If the manager appears to be contrary to the audience's point of view in his speech, he should adopt a roundabout strategy, patiently express his thoughts and opinions, and convince the audience with wisdom and courage.

The nature of the property management company's work is to provide services to the owners, and the work content is sometimes extremely cumbersome and subtle. This requires every employee to learn to respect, understand and care about people, regard the needs of owners as the first demand, establish the consciousness of "service first", actively and constantly understand the needs of owners and strive to meet them. In the process of using the house, the owner habitually pushes a series of pre-sale problems such as house design, development planning and building quality to the property management company. In the face of the complaints and dissatisfaction of the owners, the property management company should patiently explain the situation to the owners, and on the other hand, take the initiative to contact and communicate with the relevant responsible departments to find a reasonable solution to the problem.

The ability of organization, communication and coordination of managers in property management companies is an indispensable quality. With this quality, contradictions in property management services can often be turned into minor problems. Pay attention to communicate with the owner. This kind of communication effort is more reflected in daily work. We advocate timely, sincere and effective communication, not just limited to two or three times a year's owner consultation activities; Pay attention to communication with employees. Modern team members need standardized management and cultural nourishment. Communication reflects respect and creates a healthy and harmonious atmosphere. Communication is an important means to mobilize enthusiasm. Pay attention to communication with relevant units, departments and superiors. Communication and coordination is a sense of the overall situation, a realm, and an inevitable requirement for professional managers in the information society, which can often get twice the result with half the effort in property management.

Second, we should constantly learn to listen.

Listening is a skill. The first creed of this skill is to give the other person full attention. Don't let anything interrupt your attention when someone is talking to you. Even if you are talking to someone in a crowded room, try to eliminate the interference of other things and make the other person feel that you are the only one present.

Many managers make a big mistake in establishing the relationship between boss and employee, that is, turning this relationship into a teacher-student relationship. Although teachers usually arrange most of the speaking time, a good teacher also knows how to listen to students. So should a good manager. Property managers play an authoritative role in subordinates, which not only leads to unsatisfactory conversation effect, but also damages personal image.

The owner can complain to the management company, which shows that the owner still has a trusting attitude towards the property management company. Property managers should have the measure of "I'm glad to hear", thank the owners for their trust, review and reflect on the company's work from another angle, and improve and improve the service. At this time, if we blindly explain or refute the owners' complaints, the owners will think that the property management company does not respect their opinions, which will aggravate the opposition and even conflict. Therefore, we should listen, patiently listen to the "complaints" of the owners and record them, so that the owners can feel the open-minded attitude of the leaders of the property management company, and their complaints will gradually disappear with the end of the complaints. Regardless of the size of the problems complained by the owners, we should take them seriously, attach importance to them, put ourselves in the owner's shoes and close the psychological distance with them.

Third, strive to improve negotiation skills.

Effective communication between property and owners can resolve contradictions and disputes. As both parties to the service contract, the owner and the property management company should be equal. Some property management companies pretend to be "managers", treat owners as "managed persons" and extend property management to "people", which can be described as "non-negotiable". This erroneous concept of "master and servant" and "management and being managed" leads to the dislocation of roles, and property complaints and disputes naturally increase. Some owners mistakenly believe that "I am the master, the property management company is my servant, and everything is done according to the requirements of the owners", so they will change the property management company or interfere with the daily management of the company. and ...

Owners' dissatisfaction with property management companies is often manifested in arrears of property fees, public services or special services and other property service fees. The property management company should pursue it through legal channels, and should not make small moves and submit to the owners through gray illegal means. We should safeguard our rights and interests through the coordination of relevant departments and even through legal channels.

Among all the methods of collecting property fees, the negotiation between the property manager and the owner is the best way to "turn an enemy into a friend" and it is also a contest with high IQ. Since it is a negotiation, conflict is inevitable. How to resolve conflicts, safeguard the legitimate rights and interests of enterprises and avoid the adverse effects of conflicts is an important aspect of showing managers' interpersonal skills. Among many methods, both soft and hard are very effective.

1. carrot and stick: Negotiators should try their best to avoid directly answering questions, giving substantive answers, giving positive or negative statements on the other party's views and suggestions, not attacking the other party's claims, not defending their own ideas, and turning the other party's criticism into negotiation on the issue, so as to achieve their own goals by carrot and stick.

2. Necessary avoidance. Sometimes, conflict is just a worthless punishment, and persistence will lead to deadlock. At this time, it is good to take necessary avoidance and retreat to deal with things. This strategy is suitable for the following situations: the cause of the conflict is insignificant; The parties to the conflict lack win-win negotiation skills; Conflict is not worth the loss in potential benefits; There is not enough time to resolve the conflict.

3. Appropriate appeasement. People who implement this strategy pay more attention to people than to completing tasks. They tried to calm down or dilute the conflict, hoping that everyone would be happy. They think open conflict is destructive. In order to maintain peace, we can bow to the wishes of others when necessary. This strategy is suitable for the following situations: (1) The problem is not as painful as expected; The damage to the relationship will hurt the interests of all parties to the conflict; It is necessary to temporarily buffer the conflict to obtain a more favorable situation; Both sides of the conflict are too excited to make progress at all.

4. compromise and win-win. Compromise is not necessarily a concession. When should we compromise? In fact, compromise is often to find a solution acceptable to everyone. The solution to the problem is often not what we insist on, but a plan acceptable to everyone. If compromise can benefit both sides; There is no need for an ideal and difficult solution.