 Non-compliance
Notifications -
How to Deliver Negative News
Breaking
bad news to a member, such as a notice of noncompliance,
can be unpleasant. Because
bad news will usually disappoint, irritate, or even anger
the receiver, such a message must be written carefully. The
bad feelings associated with disappointing news can be reduced
if the recipient knows the reasons for the rejection and
the bad news is dispatched with sensitivity.
When
creating those letter(s) to the member, think about these
objectives:
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You
want to make the member understand and accept
the news
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You
want to promote and maintain a good image for
the association and the management company
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You
want to make the letter(s) clear so that additional
correspondence is unnecessary
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You
want to avoid creating legal liability in the
letter(s)
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What
approach do you take to delivery the unpleasant news “you
have weeds”? The
best approach is to use the indirect pattern so that the
member is prepared to receive bad news. Revealing
bad news indirectly shows sensitivity and bad news is broken
in gradually. By preparing the reader indirectly, you soften the impact. This
indirect strategy keeps their attention until an explanation
is made about the bad news.
Indirect
approach
Buffer – create
a neutral or positive opening that includes sincerity, facts,
and an understanding of the situation
“Your
community is an exceptional place to own a home or property.”
Reasons – next,
provide an explanation of the cause for the bad news before
disclosing it; be cautious and cite the benefits associated
with the reasoning; don't hide behind company policy; choose
positive words; show that the matter was treated seriously
and fairly
“The
Board of Directors is responsible for ensuring that
members comply with the Conditions and Restrictions
that homeowners agreed to abide by at the time they
purchased their home or lot.”
Bad
news – this needs to be clear but understated; attempt
to incorporate the bad news between other sentences; use
a passive tone, and by all means accentuate the positive.
“Enforcement
is necessary to maintain the quality and appeal of your
community. A
recent site inspection noted that a there were numerous
weeds on the north and west sides of your lot. Please
arrange to have these weeds removed within the next 10
days.”
Close – the
final message should be a personalized, pleasant statement
that anticipates a continued positive relationship, and don't
make promises that can't be kept.
“The
Association values you as a member and is confident in
your support in this matter.”
Avoiding
the causes of legal problems
Abusive
language – avoid at all cost calling people names;
defamation problems occur with false statements
Careless
language – communicate only what the association intends
to state; use care in making statements that are potentially
damaging or could be misinterpreted; avoid explanations
that convey more information than intended
The
good-guy syndrome – avoid making statement(s) that
make the association or the management company feel good
but may be misleading or inaccurate information
Delivery
of the bad news can be made less painful by following
these few simple rules.
Association Times' Staff Writer
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