CAI-NJ April 2020(w)

COMMUNICATION... from page 12.

as possible. The communication tool must be concise. Whether it’s a flyer, an email, or a conversation, the less “fluff” that clouds the message, the better. Often the gen- erational gap becomes an issue when even simple termi- nology is used that could be misunderstood by a particular generation. Property managers should avoid the use of jargon and clichés that may not be understood by someone of a certain age demographic, either older or younger. If the message is conveyed directly and to the point, there is less room for misunderstandings. When communications are sent, like letters or emails, which include more information than is necessary, it can leave the reader dazed and confused in some instanc- es. The reader should not have to be an engineer to understand the letter about the broken water booster, they should not need a law degree to read a violation notice, and they should not need IT assistance opening an email from management. Communications should answer the basic questions: who, what, when, where, and how; then, leave room for follow-up questions or inquiries as necessary. CONT I NU E S ON PAGE 16

ership, the more information they receive on the front end will reduce problems and conflicts later. Communication is where a large percentage of conflict resolution and mitiga- tion begins and ends, so it’s an essential tool in the property manager’s toolbox. Noting the importance of proper communication, then how does the property manager use this tool consistently when dealing with different generations? Should the same terminology and method of delivery be used for everyone? How far should management go when looking to commu- nicate effectively with everyone? Do age and generation even come into play when considering modes of commu- nication? These questions can be answered and dismissed by merely following these three rules: 1. Always Be Concise When communicating information to your residents and homeowners, it is crucial to get to the point as efficiently

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