By utilizing these suggestions for positive communication, you can help promote a greater sense of community and inclusivity for owners, board members, and managers. While there will inevitably be individuals who get frustrated or upset


(whether warranted or not), using positive communication to set the tone and lead  tense situation when it does arise.


 Positive Communication 


Addressing Negative Communication:


There are many challenges in community living and while most people keep the best interests of others in mind and want to live in peace with their neighbors, sometimes disputes arise, tempers  either in writing or in person, becomes a problem.


When you receive communication that invokes a negative reaction, allow yourself time to craft an appropriate response. Wait until you are calm, stick to the facts, and try to maintain a respectful tone. Sleep on it if you can or let a friend or colleague review it before it is sent.


Consider establishing procedures and guidelines that require all communication with the board and manager be respectful and professional and explain that inappropriate or harassing communication will be disregarded without response. This provides the board members and manager with better control over situations when negative communication gets out of hand.


Turning Negative Feelings Into Positive Communication At Meetings:


We have all been to that annual meeting where homeowners line up to voice their complaints about something in the community and it seems like everyone is unhappy about something. While many homeowners do see the good in a community, complaints tend to take center stage because they invoke stronger feelings.


  the community or the association before they voice their concern or complaint. This helps remind everyone to think about what is going well and what they like about the community and helps balance any negative feedback with positivity. It also provides an opportunity for recognition of board members and managers for all their hard work for the association.


Be sure to give participants uninterrupted time to speak (although it can be timed) and do your best to actively listen. Many people just need an opportunity to speak their minds and feel as though they are heard. Remain calm, acknowledge negative feelings and impact when they are expressed, and try to resist the urge to give an immediate answer. Instead, invite them to provide a suggestion for resolution.


By asking the resident for their suggestion for a resolution, you might just be surprised at what they propose. For example, maybe you have a resident that is upset about vegetation in a common area adjacent to their home. They may have a solution for addressing the problem that the board or management hadn’t considered, so asking for their proposed resolution can be surprisingly helpful. In addition, the resident feels like they meaningfully participated in the process and a resolution that works for everyone is reached.


When this process becomes the norm for how all meetings are conducted, it will encourage more owners to participate in meetings. Promoting that engagement of owners can lead to better participation in other aspects of community association life.


Positive communication will stimulate productive discussion, encourage participation and support from community members, 


wscai.org 17


Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16  |  Page 17  |  Page 18  |  Page 19  |  Page 20  |  Page 21  |  Page 22  |  Page 23  |  Page 24  |  Page 25  |  Page 26  |  Page 27  |  Page 28  |  Page 29  |  Page 30  |  Page 31  |  Page 32