Condo Media - September 2024 - 18

DIFFICULT PEOPLE
FIRST, REMEMBER THE (90%) QUIET MAJORITY.
It is very important to keep in mind that the vast majority of
residents with whom you will interact are pleasant folks who
only want or need something taken care of: a tree trimmed, a
late charge reviewed, to report a problem, or to ask a procedural
question. Never, ever, lose sight of the legion of good people you
meet and talk to on a daily basis, because they are what will give
you perspective.
REMAIN EMOTIONALLY DETACHED.
When dealing with a problematic ( " generally unhappy " )
person, you must remain detached from the emotion of the
moment by realizing that: (1) Though the complainant appears
to be upset with you, usually they are not; they are frustrated
with the situation. (2) Know that your response can either
exacerbate or diffuse the problem. (3) Understand that being
very angry (at you) is also a tactic to get you to do whatever they
want you to do. (4) Know that you can't control the person;
you can only control your reaction.
LISTEN AND EMPATHIZE.
As the individual is detailing their complaint, demonstrate that
you are listening by repeating portions of what you have heard:
" As I understand you, Mr. Smith's dog barked this morning
between the hours of 2 a.m. and 6 a.m. Is that right? "
Listen and take notes only. Why? Because you will need those
notes, and it keeps you from multitasking. Intermittently offer
reassuring words such as " I see " and " I understand " to show
that you grasp their unhappiness and are carefully listening to it.
This action/reaction on your part will often diffuse the anger.
APOLOGIZE FOR THE EVENT.
When dealing with an angry person,
it's okay to apologizefor the event. This keeps
you personally out of the blame-game loop
while allowing you to take responsibility
for handling, not causing, the problem.
" I'm sorry this happened, " doesn't admit
guilt on your part, makes them feel better,
and moves the situation along more quickly.
FOCUS AND SOLVE THE PROBLEM.
Once it is established that you are listening,
you will be able to shift the focus of the conversation
from an emotion-laden complaint
to a positive course of action by you on their
behalf. " I'll be sending Mr. Smith an email
asking him to comply with the rules. If the
situation continues, please contact me
again, and we'll take the next step. "
18 CONDOMEDIA September 2024

Condo Media - September 2024

Table of Contents for the Digital Edition of Condo Media - September 2024

Contents
Condo Media - September 2024 - Intro
Condo Media - September 2024 - Cover1
Condo Media - September 2024 - Cover2
Condo Media - September 2024 - Contents
Condo Media - September 2024 - 2
Condo Media - September 2024 - 3
Condo Media - September 2024 - 4
Condo Media - September 2024 - 5
Condo Media - September 2024 - 6
Condo Media - September 2024 - 7
Condo Media - September 2024 - 8
Condo Media - September 2024 - 9
Condo Media - September 2024 - 10
Condo Media - September 2024 - 11
Condo Media - September 2024 - 12
Condo Media - September 2024 - 13
Condo Media - September 2024 - 14
Condo Media - September 2024 - 15
Condo Media - September 2024 - 16
Condo Media - September 2024 - 17
Condo Media - September 2024 - 18
Condo Media - September 2024 - 19
Condo Media - September 2024 - 20
Condo Media - September 2024 - 21
Condo Media - September 2024 - 22
Condo Media - September 2024 - 23
Condo Media - September 2024 - 24
Condo Media - September 2024 - 25
Condo Media - September 2024 - 26
Condo Media - September 2024 - 27
Condo Media - September 2024 - 28
Condo Media - September 2024 - 29
Condo Media - September 2024 - 30
Condo Media - September 2024 - 31
Condo Media - September 2024 - 32
Condo Media - September 2024 - 33
Condo Media - September 2024 - 34
Condo Media - September 2024 - 35
Condo Media - September 2024 - 36
Condo Media - September 2024 - 37
Condo Media - September 2024 - 38
Condo Media - September 2024 - 39
Condo Media - September 2024 - 40
Condo Media - September 2024 - 41
Condo Media - September 2024 - 42
Condo Media - September 2024 - 43
Condo Media - September 2024 - 44
Condo Media - September 2024 - 45
Condo Media - September 2024 - 46
Condo Media - September 2024 - 47
Condo Media - September 2024 - 48
Condo Media - September 2024 - Cover3
Condo Media - September 2024 - Cover4
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https://www.nxtbook.com/nxtbooks/mcneill/condomedia_201712
https://www.nxtbook.com/nxtbooks/mcneill/condomedia_201711
https://www.nxtbook.com/nxtbooks/mcneill/condomedia_201710
https://www.nxtbook.com/nxtbooks/mcneill/condomedia_201709
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