It’s Time to Change the Message (Part 2)

Let’s say you did everything recommended in last week’s blog. You have great rules and have done a masterful job communicating them to your members. Bravo! Yet, despite best intentions and practice, someone’s gonna blow it. Reflecting back to last week’s Catholic imagery, whether it be an innocent sin of omission or a more brazen sin of commission, sooner or later a covenant will be violated or a rule broken.

Now what?

The knee jerk reaction might be to write the dreaded violation letter. Please stop and think first. In many locations, the law requires a full disclosure of all the bad things that can happen in the event of non-compliance, meaning there’s a slew of impersonal, aggressive-sounding legalese. Here comes the mean nun again….How can you achieve the goal of building community in this difficult circumstance?

Here are a few tips employed by successful volunteers and managers:

1. Walk softly before carrying a big stick: Perhaps an informal communication is best, even (perhaps especially) a verbal one. You can still make a note to file to have a business record of the conversation. A friendly email follow up to a conversation can be invaluable. When people know they are getting a little slack, many tend to appreciate it and the problem is gone. Even if they turn out to be bad players, you have a record of being very reasonable.

2. Never assume the person is even aware of the rule (even if you are sure): Starting off with “You might not realize this, but….” softens the blow. People have a lot going on in their lives. Their reality is that it doesn’t matter that they have an obligation to comply with provisions buried in the 4,536 papers they signed at settlement. It’s irrelevant until it impacts them personally.

3. EXPLAIN THE WHY:   Super important.  Try to weave it in to every communication if possible. People are thinking of themselves first (and so are you if you are not following these tips…). Helping them to see the broader wisdom of a rule, or the impact it could have on them if a neighbor were to violate the rule, could help. If nothing else, it establishes you as a reasonable player and provides context.

4. Give them the graceful exit: Assume a good result, thank them in advance for their consideration, be their partner in helping them to do the right thing. EVEN IN THE FORMAL VIOLATION LETTER WITH THE SCARY LEGALESE (which, by the way can be set off with a friendly disclaimer about hoping none of this will occur). The more you assume you’ll have to fight, the more it will seep out in your wording and the more likely it will become a self-fulfilling prophecy.

5. Consider your words carefully: Just some crazy talk here… Why not a “Due Process” Policy instead of an “Enforcement” Policy…. or maybe better… a “Community Values Administration” Policy? Or “Quality of Life Maintenance” Policy? Clearly, I’m struggling here. But anything is better than the Mean Nun “Enforcement” Policy.

6. Let someone else proofread your work: Make sure negative emotions aren’t creeping out… If you don’t have a good proofreader, set difficult correspondence and email aside long enough to pick it back up with fresh eyes.

7. Tom Tip Bonus – what to do when a member is angry about a neighbor’s actions and wants you to write a violation letter:  First, ask the member if he or she has spoken to the neighbor. Usually, the answer in “no.” I then say “I can certainly write the letter based of your written complaint. But may I ask you a question? If you were bothering your neighbor and didn’t realize it, which would you rather get; a visit from that neighbor with a plate of cookies and a smile with the message ‘you probably don’t realize it, but…’ or a nastygram from Big Brother?” If they agree, ask the member to let you know how it goes and let them know you’ll write the letter if necessary. Give it a try. It works!

We know that tone is as important, if not more important that content. Yes, you should check with association counsel to make sure your formal communications are fully compliant with legal requirements. Don’t give away the high ground, even when you are left with no choice but to brandish the big stick. The mean nun does not hold the high ground. If she did, the ruler would not be her first option.

It’s Time to Change the Message (Part 1)

 

I learned some valuable life lessons from 4 years of parochial high school. I had no particular religious training coming into the situation, so I suppose I was probably more in tune to behavioral and societal issues than most guys as I was trying to figure things out. One gem I picked up was that, when it comes to people, control is an illusion. The more you try to control people, the more they find clever ways (and some of the fellas were REALLY clever…) to push against it. And the more they are likely to disrespect, even resent, your authority. The key for long-term buy-in for anything is always motivation. People need to understand The Why. It’s not about actions, it’s about the purpose for the actions. Huge difference. It takes a lot more work up front to engage hearts and minds, but it’s the only way to achieve long term success.

I’ve seen this reality play out big time in community associations. In the early years of the Community Associations Institute, the emphasis seemed to be on covenants compliance. Boards and managers alike fell into the trap of proficiency and efficiency in enforcing covenants and rules without going deeper. They acted more like technocrats following procedures instead of leaders seeking to help stakeholders appreciate the reasons for, and values of, the framework of governance. It was as if the people existed for the rules instead of the rules existing to benefit the people. The result? I think we see the impact in ego-based interactions, poor practices, unnecessary stress on association volunteers and managers disaffected community members, and a general feeling in some quarters that community associations are inherently evil.

Leadership becomes easily lost in the practice of governance. It’s expeditious to be autocratic and cold. Unfortunately, the practice of rule enforcement smells way too much like command and control, which we learned years ago is poor leadership. And that’s why it doesn’t work.

It…doesn’t…have…to…be…this…way!

Fortunately, in the late 90’s we started to see an awareness that the goal was building community. That it was about creating a space where willing compliance was the norm, not the negative and vicious cycle of rule enforcement. Successful community association volunteers and managers have found that effective leadership was the key. Great leaders see the bigger picture and help others to put themselves into it. Their communications reflect the values and vision of the community.
So how can we change the message to begin to turn negative cycles around?

Let’s talk about rules
I’m using the term ”rules” here, but the principle applies to any process, regulation, or bylaw amendment.

Common Mistake #1: The knee-jerk reaction to problems is to try and control the people involved. STOP! Remember, control is an illusion. If motivation is the goal, you’ll need to take the time to see what’s really going on. If a problem can be nipped in the bud with a one-on-one conversation, do it! If it turns out the condition could have an impact on the community as a whole and a rule might need to be created, there are tests you can apply to determine if a rule is good or not. Ask yourself, is the rule

1. Needed? Less is more. Really. The goal is building community. A rule may not be the answer.

2. Legal? If it violates your governing documents or prevailing law, you’re doomed.

3. Reasonable? You might be ticked off about bad behavior, but you can’t be punitive, AND you need to check your assumptions. Does the rule treat people unequally? Not only is that not reasonable, it may also be illegal.

4. Enforceable? Another Catholic school lesson: If a provision is unenforceable, it’s of zero value. In fact it erodes respect for authority as a whole.

5. Supported? If the membership doesn’t buy in, it’s just not going to work. This is where community can be broken down by rules.

I taught those standard 5 tests in leadership training for years. And then one day, a participant said “I think there’s a 6th one.” He was right.

6. Effective? Will the rule actually address the condition it was designed to tackle? It’s easy to get lost in the weeds in the rule creation process and end up with a result that makes no sense.

Tip #1: Be crystal clear on what the end result needs to look like and reverse engineer it. Don’t go from “A” to “B”, go from “B” to “A”.

 

Tip #2: Here’s a problem solving strategy that I’ve shared that seems to help a lot. Before the process begins and minds are still clear, list the conditions that must be satisfied for the proposed solution to work. Then you can test a draft rule against your list. If it doesn’t satisfy everything on the list, edit as needed until it does.

CAI has some great resources you can use, such as Kenneth Budd’s 1998 book Be Reasonable

Common Mistake #2: The second common mistake has to do with how a new rule is rolled out. If I read one more notice that starts off “As you are aware, we’ve had a problem with…” Click. I’m out. The nun just came at me with a ruler & I’m bolting. If you just came up with a good rule, it will enhance quality of life for the membership as a whole. Why not lead with that and help members to see why they should care and want to help?  How about, “The board of directors is pleased to announce a new feature that we believe will enhance the beauty of our community.” Then you explain how. The Why may be explicit or implicit, just make sure it’s in there. The fact that it’s a rule becomes far more palatable at the very least, and broadly supported at best.

Now what? Despite all best intentions, at some point a rule will be broken or a covenant violated. This will be covered in next week’s blog.

Property Manager ++

What’s in a name?

The mouth, the mind and the figurative heart have a most curious relationship. The ancient psalmist observed that “out of the heart’s abundance, the mouth speaks.” And at the same time, the data indicates that what we talk about impacts our cognitive abilities and mood. The words we use are important. The information we allow into our minds impact us as well. Sooner or later much of the data, ideas and impressions we absorb impact the way we feel. In turn, the words that fall out of our mouths reflect those thoughts and feelings, occasionally revealing truths about ourselves that may surprise us for better or worse. And on the cycle goes… It pays to think about the words we use and be purposeful with them.

Here’s a word choice that’s still way too common in the community association management industry – “property manager.” It makes me cringe when I see and hear managers and management companies – even “leaders” in our industry – refer to what we do as “property management” performed by “property managers.” When I see that I can’t help but wonder if they fully appreciate…or maybe even respect…what we really do.

Don’t get me wrong – property management is an important PART of what we do. The term is derived from commercial and rental real estate management. In those niches, “property management” is very appropriate. Property is an asset financially and in “sticks and bricks.” Profitability must be the major focus of those disciplines to maintain viability. So, commercial and rental managers are, to a large extent, asset managers. It’s only fairly recently that on site apartment management positions began to use a “community manager” title in recognition that people actually live there.

However, as managers of homeowner associations, condominiums and cooperatives, we support and serve elected volunteer leaders and all the stakeholders in the community, some of whom are more than happy to remind us that they are our boss. It’s far more than asset management. The metrics are different. Community associations have 3 distinct characteristics; they are businesses, governments, and communities with stakeholders. Managers and volunteer leaders who fail to recognize the importance of all three elements do so at their own (and their community association’s) peril. I would also suggest that anytime human stakeholders are living in close quarters with one another there is an inevitable parallel with family, with all its risks, benefits, and emotional entanglements. This is a significantly human experience. Like families, community associations build successful legacies when they identify shared values, work towards common goals, and resolve the inevitable rough patches with compromise and reasonableness.

Therefore, we cannot be successful without managing community. Fortunately, awareness in this regard has been increasing steadily over the years. More in the industry are seeing the wisdom of a shift of focus from enforcement to the bigger context of building and promoting community. Back in the day, a heavy focus on covenants enforcement in the industry drove me nuts. It was as if people existed for the rules instead of the other way around. I believe that this lack of vision is at the core of negative impressions some have about community associations. The more community volunteers and managers act like leaders and less like bureaucrats and politicians, the better everything works. This is a major fundamental challenge facing all of us.

Of course, there’s a danger. Feel-good, fluffy, “We’re building great communities!” marketing messages without a dedication to excellence in taking care of the asset management part of our jobs doesn’t serve anybody in the long run. It saddens me when I find evidence of community managers who don’t see the importance of developing expertise in financials and property maintenance, either by lack of training or by choice. To be an effective community manager, you still have to be a property manager. So while I will always advocate for continuing to promote excellence in leadership and community-building, it is clear we must, as an industry, invest in educating managers and boards in the necessary work that goes on under the hood and out of sight. Only then can communities lay claim to being great.

So yes, community associations need managers solidly rooted in the fundamentals of property management. But they need more….they need broad perspective and leadership from truly professional Community Managers!

Accept Me As I Am? Maybe. The Paradox of Human Imperfection

“To thine own self be true.” – Polonius in Hamlet

I have no doubt that when it comes to core values and principles, Shakespeare had it right. I remember hearing Hyrum Smith defining pain as the distance between where we are and where we want to be. Certainly, stress results when there is a gap between our actions and attitudes and the principles we have adopted, sooner or later. A guilty conscience can be a silent killer.

At the very same time, we silly humans can be masters of rationalization. At its most extreme, we can want something so desperately we will convince ourselves the means justify the ends. Or decide that it must be right because it feels that way in the moment, even though down deep we know our choices will likely slap us in the face sometime in the future. We say, “That’s just the way I am” to excuse a hot-tempered response or a thoughtless act.

Can we do better? Should we try?

I’ve come to think about it as the Paradox of Human Perfection. Thinking through the lens of paradox can be a useful tool for both self-examination and leadership.

Here’s how the paradox goes: Since we are imperfect, it is unreasonable for anyone to expect better than our best at a given point in time. At the same time, imperfection means that our best can probably get at least a little better, edging the needle closer to perfection. Most people are more than happy to gleefully embrace the first part. “Hey, that’s the best I can do!” and leave it at that. Those who strive to embrace the second part are rarer.

Achievement, growth and satisfaction lie in the ability to (1) accept the whole paradox, and (2) strive to find a healthy balance between both sides of it.

YOU

Studies in emotional intelligence tell us that self-knowledge and self-regulation are learned skills. Taking an honest (brutal) self-inventory can help us to determine where our behaviors come from, and how well they match up to the person we believe we could and should be. If you find yourself excusing poor behavior with the first half of the paradox or finding you blame outside conditions, events, or other people when you are called on the carpet, it’s time to recognize you can do better. Push yourself to grab the second half of the paradox. It can be scary to hold yourself responsible, but the end result is much more rewarding.

On the other hand, the so-called “overachievers” of the world can spend inordinate energy beating themselves to death for perceived failures. They forget the first half of the paradox. If that’s your tendency, it can help to find a trusted colleague, friend or mentor to help you see things in context, remind you of your value and pull you back from the edge. You balance the paradox by allowing that you gave your best at a specific point in time and place. You will learn and do better the next time. You don’t have to thrash yourself.

YOUR PEOPLE

The paradox also comes into play when you lead others. Here is where the skill of empathy taught in studies of emotional intelligence come into play. It’s important to observe how your people deal with the paradox. If they tend to fall into the habit of glomming only the first half of the paradox, it may be time to push. Help them to see a vision of their potential and create a safe space for them to work towards it. This rules out the character attacks typical of poor leadership. Paint the picture of the future you can see for them and put them in the best position to see themselves in the picture.

Conversely, self-starters are already beating themselves up. Don’t push – they are likely fairly close to the edge of the roof already. Your job is to gently pull them back. Be the coach that reminds them of their value and appreciates their efforts. These folks tend to be your most effective team members. If you push them, they are out the door (or off the roof!).

So be true to yourself – your best self. Be true to your people – create that space for them to find and work towards their potential. Support and understanding can coexist with high standards. It takes hard work, vision, balance, and empathy to make it happen. And it’s a game changer!