This week, let’s talk about a game-changing approach to resolving conflicts: focusing on solutions, not blame.
Picture this: you’re knee-deep in a heated disagreement with a tenant, and the blame game is in full swing. It doesn’t matter whether you are a property manager or a self-managing owner, we have all been there. The tenant is mad and accusing you of not taking care of a situation. You on the other hand, have acted as quickly as possible and feel the tenant is being completely unreasonable!!! Sound familiar?
At this point, no matter how right you are, there is no winning this argument. So, instead of pointing fingers and getting caught up in who’s right or wrong, it’s time to shift gears and zero in on finding a solution that works for everyone involved.
First things first, you need to reframe the conversation. This kind of argument will never end if you don’t. Instead of dwelling on the timing, or past mistakes or assigning fault, focus on the present and future. It’s like flipping the script from a courtroom drama to a collaborative brainstorming session. By shifting the focus from blame to problem-solving, you create a positive and forward-thinking atmosphere where both parties can work together towards a common goal. The tenant may still try to re-engage but just keep moving forward.
For example, if the air conditioning has gone out and it is hot outside, empathize and explain the process and the timeline of events will go a long way towards calming the situation down. While everyone is working as fast as they can, there is only so much you or anyone can do. Units usually have to be ordered and that can take a few days. Maybe offer a temporary solution of providing a couple of window units. The tenant may not be happy but will have a temporary solution and should understand that you are helping in the best way you can.
So, the next time you have an unhappy tenant who just wants to fight with you, as hard as it can be, take a breath and try to focus on fixing the issue. Arguing isn’t going to solve the issue. Your job is to find and lay out a plan that works for everyone involved.
When you learn how to reframe the conversation and focus on a solution instead of who is to blame, you can more easily navigate even the toughest conflicts with grace and integrity. No one wants to argue with tenants. Refusing to be drawn into an argument will alleviate a lot of your stress and demonstrate to the tenant that the problem will be solved without a lot of drama. Fix the problem first and then worry about who needs to be charged if necessary.
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