Conflict Resolution & Mediation Flashcards

A conflict involves a resident with a disability requesting an accommodation to a rule, and neighbors object. What should the manager do?

Answer: Refer the request to the board and counsel to be handled under fair housing requirements

Reasonable accommodation requests must be handled under fair housing law, regardless of neighbor opposition.

Which is the best way to handle a rumor spreading in the community that is creating conflict?

Answer: Provide timely, accurate, factual information through official channels

Clear, factual communication from official channels counters rumors and reduces tension.

What is the key difference between mediation and arbitration?

Answer: Mediation is a facilitated negotiation; arbitration results in a decision by a neutral

In mediation the parties decide the outcome, while in arbitration the arbitrator decides.

A resident repeatedly sends abusive emails to the management office. What is an appropriate response?

Answer: Set boundaries in writing, document the communications, and involve the board if behavior continues

Documenting, setting clear written boundaries, and involving the board addresses harassment properly.

Why is it important for managers to separate people from the problem?

Answer: It keeps discussion on interests and issues rather than personalities

Focusing on the problem rather than the person reduces defensiveness and helps find solutions.

A conflict of interest arises when a board member bids on a community contract. What is the proper handling?

Answer: Require disclosure and recusal under the governing documents and conflict policy

Disclosure and recusal preserve fiduciary duty and the integrity of the decision.

When using reflective listening with an upset owner, what should the manager do?

Answer: Paraphrase what the owner said to confirm understanding

Paraphrasing confirms understanding and signals that the owner has been heard.