How to Properly Handle Landlord-Tenant Confrontations

Understanding the basics of negotiating, dealing with problematic situations, and finding an appropriate solution for everyone involved is the best way to keep problems at bay. Below are some simple steps for dealing with landlord-tenant confrontation that both you and your property manager can use.

Listen to Understand, Not Just Respond

  • De-Escalate with Purpose
  • Go in With a Resolution in Mind
  • Acknowledge Mistakes
  • Follow Through

Listen to Understand, Not Just Respond

 Typically, conflict occurs due to one party having unmet expectations or the feeling of not being heard. Therefore, leading to frustration and anger, especially when it involves their rental home.  For instance, perhaps a tenant feels their maintenance concern fell on deaf ears; maybe there is a discrepancy over billing or even a disagreement over who is responsible for a broken appliance. That said, helping a tenant or fixing the situation requires a complete understanding of what their complaint truly is. So, remain calm and hear them out. Remember to ask questions if you need clarity but never interrupt or devalue the tenant’s feelings.

De-Escalate with Purpose

Regardless of what the situation is, meeting anger with anger serves no one. Instead, remain calm and listen to what the person is trying to convey. This is a huge factor in de-escalating an angry tenant. Let’s review the steps to de-escalation below –

  • It’s Not Personal – Whatever the issue may be, landlords cannot take a tenant’s frustrations personally. Their anger comes from the situation, and it is the property owners’ job to fix it agreeably.
  • Stay Calm – The key here is not to match the tenant’s tone. No matter what, remain calm and professional with a steady voice. Eventually, as the conversation progresses and the tenant has aired their frustration, they will begin to calm down.
  • Do Not Interrupt or Argue – Customers, especially angry ones, want to be heard. So, let them speak without interruption.
  • Convey Empathy – Whatever the situation may be, try to put yourself in the tenant’s shoes and understand their viewpoint. Even if you disagree, this will help owners feel empathetic and the tenant to feel understood.
  • Beware of False Promises – Simply put, do not make promises you cannot keep just to appease an angry resident. It will always backfire.

Go in With a Resolution in Mind               

Whether it’s the owner or a tenant at odds with another tenant, it is a good idea to go into any confrontation with a resolution in mind. Always review any pertinent information that can help you resolve the problem or better understand the situation, such as maintenance records or the lease agreement.

For example, if the tenant has a clogged garbage disposal, ask yourself – did you outline for them some tips on how to handle such common maintenance problems to avoid excess costs associated with repairs? If you did not provide adequate instructions or maintenance expectations, it could significantly affect the problem’s resolution.

So, have an idea of what you want to get out of the conversation and then keep emotions out of it. In the end, the resolution depends on what the confrontation is about and what is at stake.  However, coming to a confrontation prepared will help significantly when it comes to resolving the conflict.

Acknowledge Mistakes      

People make mistakes; there is no avoiding that, but let’s face it, no one likes to be wrong. However, a surefire way to upset your tenant further is to stick to your guns, even though you – and they – know you are in the wrong. Therefore, if by chance you have made an error or unintentionally overlooked something, fess up and apologize. By doing so, your tenant is more likely to respect you and agree to resolve the situation with less anger than was initially there.

However, with a good property management team on board to help mediate confrontations between you and your tenant, this should never happen. A property management company remains neutral, objective and resolves the issue no matter who is right or wrong.