For HRMT4429 Module 2

1. Conflict Resolution over
Maintenance Issues
Date: 2023-03-17

2. Learning Objectives
• Understand common maintenance-related conflicts that arise
between landlords and tenants
• Learn the importance of addressing conflicts in a timely and effective
manner
• Learn strategies to effectively resolve conflicts related to maintenance
issues
• Practice conflict resolution skills in role-play scenarios

3. Introduction
• Overview
• Why it is important in Elite property management

4. Challenges
• Cleaning problems, plumbing problems, electrical problems, insect
problems, etc.
• Example: After a tenant uses a contractor provided by the company
to perform cleaning work, they are not satisfied with the results. The
tenant may refuse to pay and have a dispute with the contractor.

5. Approach to the solution
• Be patient and calm
• Use Conflict Resolution Model

6. Benefits of solving issues
• Improve relations between landlord and tenant
• Save costs
• Improving reputation
• Enhance your problem-solving skills

7. Reference
• Elite Property Management Services. (n.d.). https://elitepms.com/
• Katz, N., & McNulty, K. (1994) Communication and conflict resolution
skills. https://www.maxwell.syr.edu/docs/default-source/ektron-
files/conflict-resolution-nk.pdf?sfvrsn=4de5d71e_5