10 top PM tips for resolving arguments

Here are 10 top tips for conflict resolution that will help you deal with an active situation and assist in being proactive to avoid problems:

1. Know the law: Understand the legislation relevant to your state or territory, clarifying the distinction between legal requirements and company practices. This knowledge empowers you to resolve disputes effectively and lawfully.

2. Tenant screening: Conflict can often be avoided by selecting the right tenants. Implement a comprehensive tenant screening process that includes running checks through services like the National Tenancy Database (NTD) to evaluate applications quickly and easily.

3. Implement de-escalation processes: Beyond simply calming an individual, utilise a structured de-escalation process, such as the "Recognise, Respond, Resolve" framework. This involves identifying early signs of agitation through verbal and non-verbal cues. 

4. Active listening and empathy: It's a vital dispute resolution skill; focus fully on concerns, show you care and validate the feelings of others.

5. Gather all information: Take time to understand the dispute's origin and pull together all the facts before making a recommendation.

6. Communicate effectively: Timely communication will reduce complaints and ensure transparency.

7. Set expectations: Educate landlords and tenants on common conflict areas, such as repairs or rent arrears, to prevent misunderstandings. Make an agreement about responses methods and timings.

8. Stay calm: Avoid personal comments or attacks when tempers flare. 

9. Keep detailed records: Agreements should be in writing and signed. This will protect you.

10. Mediate for compromise: As a third-party mediator, help everyone find common goals and brainstorm mutually satisfactory agreements.