What are some effective ways to use body language to de-escalate a conflict with a tenant?

由人工智能和领英社区提供技术支持

As a property manager, you may encounter situations where you have to deal with angry or frustrated tenants who have complaints, demands, or disputes. How you handle these situations can affect your reputation, your relationship with your tenants, and your legal liability. One of the most important skills you can use to de-escalate a conflict with a tenant is body language. Body language is the non-verbal communication that expresses your emotions, attitudes, and intentions through your facial expressions, gestures, posture, eye contact, and tone of voice. In this article, we will share some effective ways to use body language to de-escalate a conflict with a tenant and achieve a positive outcome.

在这篇协作文章中查找专家回答

由社区从 2 条内容中精选。了解更多

1 Be calm and confident

The first step to de-escalate a conflict with a tenant is to be calm and confident. This means that you should avoid showing signs of nervousness, fear, anger, or defensiveness, such as fidgeting, sweating, shaking, raising your voice, or crossing your arms. Instead, you should show signs of confidence, professionalism, and respect, such as standing straight, smiling, nodding, speaking clearly, and using open gestures. By being calm and confident, you can convey that you are in control of the situation, that you are listening to the tenant, and that you are willing to work with them to find a solution.

添加您的观点

2 Maintain eye contact

The second step to de-escalate a conflict with a tenant is to maintain eye contact. Eye contact is a powerful way to communicate your interest, attention, and sincerity. By looking at the tenant in the eyes, you can show that you are focused on them, that you care about their concerns, and that you are honest and trustworthy. However, you should also be careful not to stare or glare at the tenant, as this can be seen as aggressive or intimidating. Instead, you should use a soft and friendly gaze, and occasionally break eye contact to avoid creating tension or discomfort.

添加您的观点

3 Mirror the tenant's body language

The third step to de-escalate a conflict with a tenant is to mirror their body language. Mirroring is the technique of subtly copying the body language of the other person, such as their facial expressions, gestures, posture, or tone of voice. By mirroring the tenant's body language, you can create a sense of rapport, empathy, and trust. You can also use mirroring to influence the tenant's mood and behavior. For example, if the tenant is angry and yelling, you can mirror their loudness and intensity for a few seconds, and then gradually lower your voice and soften your expression, which may prompt them to do the same. Or, if the tenant is calm and cooperative, you can mirror their positivity and enthusiasm, which may reinforce their satisfaction and agreement.

添加您的观点

4 Use positive gestures

The fourth step to de-escalate a conflict with a tenant is to use positive gestures. Positive gestures are the movements of your hands, arms, head, or body that indicate your openness, cooperation, and agreement. Some examples of positive gestures are pointing to something relevant, leaning forward, tilting your head, or raising your eyebrows. By using positive gestures, you can reinforce your verbal messages, show your interest and involvement, and encourage the tenant to continue talking or to accept your suggestions. However, you should also avoid using negative gestures, such as pointing your finger, shaking your head, or rolling your eyes, as these can signal your hostility, rejection, or impatience.

添加您的观点

Joseph V.

Multifamily & Property Accounting Leader Cultivating Success, Embracing Change and Driving Growth | RealPage & Yardi Expert
(已编辑)
举报内容
Remember, Property teams “work where people live,” and tenants are not “people living where they work.” A good example and something to keep in mind is many times a situation can escalate due to something completely out of our control such as a death in a tenants family, bad days at work, relationship issues, etc. These types of problems occurring in your tenants life could affect the severity of situation and tone of the conversation. In these situations, show understanding and listen to their concerns/needs. Doing so can drastically help with deescalation and build trust with your resident. Always end by thanking them for expressing their concerns, ensure you have all the facts, take action to remedy their concern, and f/u once complete:

已翻译

赞

5 Adjust your tone of voice

The fifth step to de-escalate a conflict with a tenant is to adjust your tone of voice. Your tone of voice is the way you modulate your pitch, volume, speed, and inflection to convey your emotions, attitudes, and intentions. By adjusting your tone of voice, you can match the tenant's mood and level of urgency, express your empathy and understanding, and persuade them to cooperate or comply. For example, if the tenant is angry and loud, you can use a firm and assertive tone to show your authority and confidence, but also lower your volume and slow down your speech to calm them down and invite them to listen. Or, if the tenant is sad and quiet, you can use a warm and soothing tone to show your compassion and support, but also raise your volume and speed up your speech to cheer them up and motivate them to act.

添加您的观点

6 Respect the tenant's personal space

The sixth and final step to de-escalate a conflict with a tenant is to respect their personal space. Personal space is the area around a person that they consider their own and that they do not want others to invade without their permission. The size and shape of personal space may vary depending on the culture, context, and relationship of the people involved. By respecting the tenant's personal space, you can show your courtesy and professionalism, avoid making them feel threatened or uncomfortable, and create a safe and comfortable environment for communication. However, you should also be aware of the signals that the tenant may send through their body language, such as moving closer or further away, that indicate their willingness or reluctance to interact with you.

添加您的观点

Ayman Harahsheh

Freelance English - Arabic Translator, Interpreter, Editor & Content Writer
举报内容
Aother way is to listen carefully to the tenant giving him the space to finish saying their viewpoints and to tell them that 'I feel you and sense your concerns'. In this way, they became aware that you are with their side and this is the best time for you to say your words that you intended to say to to solve the problem.

已翻译

赞

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

添加您的观点

Property Management

+ 关注

给文章评分

我们借助人工智能创建了此文章。您认为这篇文章怎么样？

很棒不太好

举报此文章

查看全部

What are some effective ways to use body language to de-escalate a conflict with a tenant?

1

2

3

4

5

6

7

1 Be calm and confident

2 Maintain eye contact

3 Mirror the tenant's body language

4 Use positive gestures

5 Adjust your tone of voice

6 Respect the tenant's personal space

7 Here’s what else to consider

Property Management

给文章评分

感谢您的反馈

更多Property Management相关文章

更多相关阅读内容

What are some effective ways to use body language to de-escalate a conflict with a tenant?

1

2

3

4

5

6

7

1 Be calm and confident

2 Maintain eye contact

3 Mirror the tenant's body language

4 Use positive gestures

5 Adjust your tone of voice

6 Respect the tenant's personal space

7 Here’s what else to consider

Property Management

给文章评分

感谢您的反馈

查看其他技能