1. Resolving Conflicts
Building Better
Relationships
07/05/12 Prepared by : TAYLOR MANAGEMENT COMPANY 1

2. Resolving Conflicts
 This session will address resolving conflict in
community association communications.
Panel will review definition of “conflict” and
offer strategic methods for avoiding conflict,
neutralizing conflict, resolving disputes within
the Board, among residents and public
forums. Diffusing difficult situations and
dealing with difficult people will be illustrated
in this “how to” workshop.
07/05/12 Prepared by : TAYLOR MANAGEMENT COMPANY 2

3. Conflict
 Beginning of Time – Throughout Time.
 Conflict vs. Dispute
 Conflict – Long Term Differences –
Deep Seated - Fundamental Differences -
Resistant to Change.
 Dispute (ADR) – Short Term Differences –
Not Based on Fundamental Values –
Resolvable.
 Conflict in Communities - Inevitable and
Not Resolvable but Individual Disputes are
Resolvable.
07/05/12 Prepared by : TAYLOR MANAGEMENT COMPANY 3

4. Conflict Management
 Frequent Practice Which Leads to
Conflict
 Poor Communication
 Ignore Conflict/Disputes
 Legal Action vs. ADR
07/05/12 Prepared by : TAYLOR MANAGEMENT COMPANY 4

5. Conflict Management
 Conflict Management
 It will Happen
 Do Not Ignore
 Develop Proper Frame of Mind
(Disputes Not Bad)
07/05/12 Prepared by : TAYLOR MANAGEMENT COMPANY 5

6. Conflict Management
 Conflict Avoidance
 Develop Policy Rules (Involve
Community)
 Communicate/Educate Constantly
 Enforce Constantly and Timely
 Process to Handle Conflict
• ADR & Policy on Conflict
– Negotiation
– Mediation/Arbitration
– Trial
07/05/12 Prepared by : TAYLOR MANAGEMENT COMPANY 6

7. Types of Conflict
 Unit Owner to Unit Owner
 Most Common
 Association Involvement?
 Rules & Regulations
 ADR
07/05/12 Prepared by : TAYLOR MANAGEMENT COMPANY 7

8. Types of Conflict
 Unit Owner to Board of Directors
 Rules/Policy Enforcement
 Use Conflict Avoidance Measures
 ADR Process
07/05/12 Prepared by : TAYLOR MANAGEMENT COMPANY 8

9. Types of Conflict
 Unit Owner to Management
 Kill the Messenger
 Respectful Communication
 Follow Through
 Easy to Resolve
07/05/12 Prepared by : TAYLOR MANAGEMENT COMPANY 9

10. Types of Conflict
 Board to Board
 Potentially Most Damaging
 Agree to Disagree
 Policy Governance
 Code of Conduct
07/05/12 Prepared by : TAYLOR MANAGEMENT COMPANY 10

11. Cost of Conflict
 Time
 Professionals & Board/Committees
 Opportunity Costs
 Money
 Fines (Unit Owners)
 Professionals
 Court
 Community
 Harmony & Enjoyment
 Property Values
07/05/12 Prepared by : TAYLOR MANAGEMENT COMPANY 11

12. Resolving Conflicts
Building Better Relationships
 Additional Resources
 CAIONLINE.ORG
 CAI GAP, Conflict Resolution
 CAI Best Practices, Governance, Resident
Involvement & Conflict Resolution
 Conflict Resolution Network (crnhq.org)
 Carvergovernance.com
 Lauren.org/disputes
 Taylormgt.com
07/05/12 Prepared by : TAYLOR MANAGEMENT COMPANY 12