Property Management & Communication: Science-Backed Ways to Talk with Clients

Technology is huge. With emails, Facebook, Skype, and other platforms, it’s easy to lose the art of face to face communication and interpersonal communication. People can hide behind digital technology. That means communication and relationships are more important than ever. If you can master how to communicate correctly and develop relationships, your destination is only limited by your imagination. Introduction to Warren Tate Warren is a trainer and a coach and has worked as an estate manager for one of Australia’s largest property management companies. He is also the best-selling author of “I GET YOU: How Communication can Change Your Destination.” He worked in the real estate industry for over 20 years, and as a franchise manager doubled the size of a boutique management business. He loves helping people, which is why he decided to focus on training and coaching. Warren doesn’t deliver anything that isn’t proven in science, so he does a lot of research. All of his work is backed up by the latest data in biology and psychology. In today’s interview, you’ll learn the four different personality types that will help you better connect with clients, how to diffuse difficult situations with clients, and telling more engaging stories. Personality Types: How to Identify and Communicate with Eagles, Peacocks, Owls, and Doves There are hundreds of personality tests you can take and if you take them all, you’ll start to feel psychotic. What you really need is a basic understanding of yourself and the people you deal with. If you don’t understand your personality type and their personality type, you could be on opposite ends of the communication spectrum without even knowing it. That can cause clashes and misunderstandings. As a property manager, the best way to identify personality types is by asking a simple question: Can you describe your home to me, and what do you love most about it? Personalities can be introverted or extroverted. Extroverts are The Controller, or the Eagle; and The Colorful, or the Peacock. Introverted personality types are The Compliant, or the Owl; and The Comforter, or the Dove. Let’s break those down. The Controller |The Eagle The Controller or Eagle is your smart, sharp person who wants results. They are usually quick talking and they are often managers. They want results and outcomes. They want the facts, and then they will make decisions and move on. These personalities talk fast and make decisions fast. They will know if you’re not telling the truth, and they will lose patience if you don’t get to the point fast enough. You might write a detailed email about maintenance and the response will be a clipped, short response of yes or go ahead. You might worry there’s something wrong, but that’s just their communication style. They made a decision, and they’re moving on. You can tell someone is an Eagle by the way they are short and sharp. They won’t waffle. They’ll tell you how it is, and that might seem rude or blunt. But, it’s how they work. If you find yourself having to communicate a conflict or a difficult situation to these people, it’s best that you simply provide the facts. State the problem, the resolution, and your plan for follow up. Then, ask if they agree with you or if they’re comfortable with your plan. Be short and sharp, like they are. Don’t provide extra details and don’t share a long story about the tenant not paying rent because a dog died or someone’s Aunt Sally got sick. They don’t want to hear the sob story. They want to hear the facts and your solution. When you ask the Eagle to describe the property, he or she will give you a short, specific answer: it’s a townhome with four bedrooms and three stories and city views.