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YOUR APPROACH CAN
CHANGE THE OUTCOME
By
Rafael Aquino
Published April 12, 2023
As a community association board member, one of
the challenges you may face is dealing with difficult residents.
Whether it's a resident who constantly violates community rules or
continually complains about everything, it's important to know how
to handle these situations effectively.
Here are some tips for dealing with difficult
residents:
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Listen actively:
When a resident approaches you with a complaint or concern,
listen actively and make sure you understand their perspective.
It's important to show empathy and let them know you hear their
concerns.
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Be respectful: Even
if a resident is being difficult, it's important to maintain a
respectful tone and demeanor. This will help de-escalate the
situation and keep things from getting heated.
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Be clear about
community rules: If a resident is violating community rules,
it's important to be clear about what those rules are and why
they exist. Remind the resident that these rules are in place to
ensure the safety and well-being of everyone in the community.
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Enforce
consequences: If a resident continues to violate community rules
or is causing a disturbance, it may be necessary to enforce
consequences. This could include fines, legal action, or even
eviction.
In addition to dealing with difficult residents,
it's also important for board members to communicate the board's
vision for the community. This includes explaining why certain
decisions have been made and how they align with the overall vision.
When residents understand the board's vision and
the reasons behind certain decisions, they are more likely to be
supportive and engaged in the community. This can help create a
sense of unity and make it easier to address any difficult
situations that may arise.
In conclusion, dealing with difficult residents
can be a challenge, but it's important to approach these situations
with empathy, respect, and clear communication. Additionally,
communicating the board's vision for the community is crucial for
creating a sense of unity and support among residents. As the great
American author Stephen Covey once said, "Seek first to understand,
then to be understood." By listening to residents and communicating
effectively, board members can help build a solid and thriving
community.
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As the Co-Founder and CEO
of Affinity Management Services, Rafael P. Aquino leads his team to
redefine excellence. They serve community associations
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and effectively with
dedication and passion. Rafael’s energy and positive
spirit is the foundation of Affinity Management
Services’ company culture, which instills enthusiasm and
excitement when providing expert advice to its board
members and relieving the day-to-day burdens of running
a community association.
Since 2007, Rafael has
developed a work culture that values responsive and
high-quality services. He has led his team by following
a proactive vs reactive philosophy. The same approach
Rafael instills in the day to day operations of each
association. Today, Affinity Management Services
maintains its success and benefits as a result of the
foundation Rafael has built and continues to foster by
providing educational seminars, continuing education
classes for association managers and board members
alike.
Rafael and his team help condominium and homeowners’
associations save money and improve their communities.
His calm, personable, and service-oriented nature helps
him to establish strong relationships with ease. Rafael
is known as a sincere and honest leader who looks out
for the best interests of his clients and communities,
and he strongly advocates for their needs. His role
requires coordination and communication, as such he
takes logical and intelligent steps to approach
challenges head-on.
As a graduate of Florida International University’s
electrical engineering program and a licensed community
association manager, Rafael’s education and skills equip
him with unique insights to tackle complex problems
through critical thinking. He understands how each
component within a system works together in order to
effectively arrive at solutions, techniques, and
conclusions. Therefore, as he manages the multiple
challenges of running a community association management
company, he understands how each property is its own
unique system and tailors’ specific services to assure
that all their needs are met.
For more information about Rafael P. Aquino and Affinity
Management Services please visit
www.ManagedByAffinity.com or call 1-800-977-6279
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Doral Office: 8200 NW 41st ST
Suite 200
Doral, FL 33166
Broward Office: 150 S Pine Island RD Suite 300
Plantation, FL 33324
O: 800-977-6279 ● F: 305-325-4053
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