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conflict managementfor multifamilyprofessionalsdoug chasick, CPM ®,   CAPS, CAS, Adv. RAM, CLP, SLE, CDEIchief learning of...
•   difficult or upset?•   suffer•   3 stages of conflict•   2 management skills•   6 quick tips
difficultor upset
difficult?
what do they   • to be center of  want?          attention               • disrupt everyone                 and everything...
upset?
what do they   • to be taken  want?          seriously               • to be treated with                 respect         ...
suffer
s   •surrenderu   •understandf   •faultlessf   •facilitatee   •empathizer   •resolve
3 stagesofconflict
three stages of conflict
twoskills
listeningbarrierskillersenhancers
art of questioning     •closed is,      was, did, etc.     •open: who,      what, when,      where, why, or      how.
communication tips• impersonal• “I” – not - “You”• take responsibility• avoid causing  defensiveness• conquer the language...
handling predictable hassles
when someone:  •makes a rude   statement  •complains of too   many troubles  •won’t stop arguing  •belabors a point  •blam...
ask yourself:•“Why is this event or person pushing one of my hot buttons?”•“What is my level of commitment to this person?...
electronic communications             •People will say              things in e-mail              they would never        ...
the power of three . . .
six tips
tip 1: focus• know what you want• be here now• be firm and flexible• find common ground• remember the goal
tip 2: do not generalizedo not use “absolute” words like:  never, always, they , them. . .
tip 3: beware   of policy
tip 4: support your team
tip 5: do not patronize
tip 6: seek first to understand “Seek first to understand, then       to be understood”                      -Steven Covey
bonustip
L.E.A.R.N to resolve conflict
•   difficult or upset?•   suffer•   3 stages of conflict•   2 management skills•   6 quick tips
Doug Chasick, CPM®, CAPS, CAS Adv. RAM, CLP, SLE, CDEI              Chief Learning Officer,           CallSource Multifami...
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Conflict Management for Multifamily Professionals

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AAGP 2012 Annual Trade Show presentation

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Conflict Management for Multifamily Professionals

  1. 1. conflict managementfor multifamilyprofessionalsdoug chasick, CPM ®, CAPS, CAS, Adv. RAM, CLP, SLE, CDEIchief learning officercallsource multifamily
  2. 2. • difficult or upset?• suffer• 3 stages of conflict• 2 management skills• 6 quick tips
  3. 3. difficultor upset
  4. 4. difficult?
  5. 5. what do they • to be center of want? attention • disrupt everyone and everything • me, me, me, me, me, me, me, me . . . • more misery for everyone but them • your life to suck more than theirs
  6. 6. upset?
  7. 7. what do they • to be taken want? seriously • to be treated with respect • to get immediate attention • to gain satisfaction • to clear up the problem • to be listened to!
  8. 8. suffer
  9. 9. s •surrenderu •understandf •faultlessf •facilitatee •empathizer •resolve
  10. 10. 3 stagesofconflict
  11. 11. three stages of conflict
  12. 12. twoskills
  13. 13. listeningbarrierskillersenhancers
  14. 14. art of questioning •closed is, was, did, etc. •open: who, what, when, where, why, or how.
  15. 15. communication tips• impersonal• “I” – not - “You”• take responsibility• avoid causing defensiveness• conquer the language barrier• stay calm
  16. 16. handling predictable hassles
  17. 17. when someone: •makes a rude statement •complains of too many troubles •won’t stop arguing •belabors a point •blames you when you are not at fault •pushes your buttons
  18. 18. ask yourself:•“Why is this event or person pushing one of my hot buttons?”•“What is my level of commitment to this person?”•“What else is happening right now in my life?”•“On a scale of 1-10, just how important is this?”
  19. 19. electronic communications •People will say things in e-mail they would never say face-to-face •Move to an in- person conversation wherever possible •Using complete sentences is crucial •Remember this is an absolute history
  20. 20. the power of three . . .
  21. 21. six tips
  22. 22. tip 1: focus• know what you want• be here now• be firm and flexible• find common ground• remember the goal
  23. 23. tip 2: do not generalizedo not use “absolute” words like: never, always, they , them. . .
  24. 24. tip 3: beware of policy
  25. 25. tip 4: support your team
  26. 26. tip 5: do not patronize
  27. 27. tip 6: seek first to understand “Seek first to understand, then to be understood” -Steven Covey
  28. 28. bonustip
  29. 29. L.E.A.R.N to resolve conflict
  30. 30. • difficult or upset?• suffer• 3 stages of conflict• 2 management skills• 6 quick tips
  31. 31. Doug Chasick, CPM®, CAPS, CAS Adv. RAM, CLP, SLE, CDEI Chief Learning Officer, CallSource Multifamily DChasick@CallSourceMultifamily.com http://multifamily.callsource.com www.linkedin.com/in/dougchasick www.facebook.com/aptdoctor www.twitter.com/aptdoctor 1-888-222-1214

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