Change is hard.  New is hard.  Fear makes bad news hard to take.  Is it any wonder that from time to time community association managers, advisors and volunteer leaders find themselves at odds with community members or each other?  Sooner or later, they all will find themselves duty bound to share a message someone won’t want to hear.

Money Hurts

This happens a lot when money is involved.  People hate to spend money especially when they cannot see the value of the expense.  Here’s where community associations remind members of the government, either consciously or subconsciously.  I recall hearing a quote from the Wall Street Journal along the lines of, “People have the same warm emotional connection to their homeowners association as they do the Internal Revenue Service.”  Ouch!

Drill down a little and it makes sense.  Citizens expect infrastructure and services, but they may chafe at paying the taxes that make them possible.  Why?  In a word, trust.  Governments, with their inevitable bureaucracies, have complicated, enormous budgets that the average citizen cannot comprehend.  This makes it difficult, if not impossible, to tell how well utilized those taxes are.  The end result?  Distrust and an assumption of waste…or worse.  Association Fees are a community association’s tax.  If members are not clear that their money is being spent wisely, it’s tough to take.  Members may well default to their assumptions of waste…or worse.

See The Enemy

If you are going to ask for higher fees, spend a wad of cash, or change anything people are familiar with, you need to be ready to explain why.  You may need to combat distrust.  Fortunately, this is much easier to accomplish on the micro level of a community association than is it for the Federal Government!  The information might be somewhat complicated, but it can be available and explainable.

If the direction is sound, it’s based on sound data.  But members may not be aware of the data they need to trust the messenger.  And until the messenger is trusted, the message is lost.

There are two insidious enemies that can erode the trust of your members:

1. The Law of Omitted Data: The concept is that if a person has some knowledge about a subject but does not have all the facts, it is likely that person’s degree of misunderstanding will grow exponentially over time.  The impact of the law can be devastating in the group dynamic, especially when the Telephone Game factor gets added to the mix.  I’ve seen this blow communities apart.

2. Theoryworld: The absence of experience or real life information doesn’t stop people from trying to be experts. We imagine scenarios and responses and all kinds of possible permutations and combinations of things that might happen.  Discussion and arguments in Theoryworld last for-EV-er!  They have an annoying tendency to bear little resemblance to reality and waste valuable time and energy.  Theoryworld is exhausting and leads to regrettable decisions.

When data is bad or missing, misinformed opinions and fear can set in and emotions can run high.  It gets personal.  People mistakenly see each other as the enemy.  The real enemies, the Law of Omitted Data and Theoryworld, are hiding just under the surface.

How can you vanquish these enemies?  How can you fill in the blanks and bridge the gap between theory and reality?  How can your group make good decisions and actually get things done?

Fight the Real Enemies

Your first reaction to manifestations of the Law of Omitted Data or Theoryworld may be to correct or defend.  Don’t.  That adds fuel to the ego-driven fire, even if you are 100% right.  Rather than counteracting bad data, seek to fill in the gaps of understanding with good data.  Your goal isn’t to win an argument.  Ego is a major part of the problem.  Elevate the dialogue from ego-based to principle-based– from emotional opinion-based to fact-based.  In so doing, you create a space in which the data can drive the discussion.

The presentation of the data requires more than logic.  It means acknowledging ego and emotion, both yours and others’.  This is another real life scenario where gobs of emotional intelligence will make a massive difference.   Here are a few strategies to get there:

• Find trustable outside experts. A message from a disinterested third-party can have an impact.  Share their information or let them do the talking.
• Show and tell. A picture really does paint a thousand words.  And seeing it up close and personal makes things real.  Cruddy pipes, scary boiler rooms, a mudslide behind the pool.  You don’t have to sell it.  Just allow people to see reality.
• Show your work like doing arithmetic in the third grade. Even if the level of detail seems excessive, the fact that the research was done and you are willing to show your process can build bridges and confidence.
• Conversely, make it clear the presentation of detailed data isn’t a snow job. Bullet point summaries, charts and graphs– anything that aids visualization is good.  The supporting materials can be in the back.
• Accept all options and ideas at first, even if every bone in your body tells you they never work. Instead of saying “no” up front, let the group decision making process say “no.”
• Try to use more questions than declarative statements

Hail Victory!

Don’t worry about making a case.  Create a space where the case makes itself.  Trust the process.  Be patient – time will tell the truth.  Let the data drive the discussion.

What strategies have you used to defeat the Law of Omitted Data and Theoryworld?