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So what happens when the puck drops


and a true face off begins? What are you to do when you are operating with contentious board members and/or homeowners? In each situation, the sides are clear, the players are established and as Community Managers, we typically play the vital referee role. How we choose to handle ourselves and the situation can make all the difference. There is a balance we must always keep in mind and that is the board of directors is who we take direction from and any homeowner can someday become a board member. How we handle a situation today can affect us, the community, a board and even a management contract at the next annual election or even years down the road. Taking your time to ensure each situation that you encounter is handled properly and with a plan of attack vs. handling them instantaneously and with pure emotion will benefit all involved.


First, you will want to evaluate the situation in its entirety. Speak to the board member(s) or homeowner(s) that may


be causing the disruption. Find out what their concerns are. Is it really the matter they are bringing up now or did something trigger their current unhappiness? Knowing not only what their concern is now, but also any underlying issues is extremely important to addressing the situation fully and winning over difficult members. Often you will find they just want to be heard.


Taking time to hear them out can change the course and time these face offs last. When speaking with the board member(s) or homeowners(s) it is crucial that you do not promise any particular results; the purpose of your discussion is to gather information. You should, however, advise them that your goal is to find an agreeable solution for all parties involved. Let them know you will be of assistance regarding the matter.


Second, once you have gathered the information from the contentious players, you will want to do any necessary research on items


they may have brought to your attention. Knowledge is power. Pull records, look up accounting information, review contract specifications, speak to other parties who are familiar with the matter if you need clarity (not for their position, simply for information and details). It may also be in the best interest of the association and a best practice to contact the association’s legal counsel for their opinion and direction regarding the matter as well. This is your fact gathering stage; getting your ducks in a row, so to speak. You want to come to your board armed with all the information, knowledgeable on their options, as well as having a recommendation ready for how they should proceed. After all they look to you as their Community Manager to guide and advise them.


Next, it is your responsibility to ensure that the decision of the majority of the board is properly communicated to the necessary board


member(s) or homeowner(s). If the situation at hand involves a board member(s), things are a bit more sensitive than if you are dealing with homeowners because board members


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