Conflict resolution tips for property managers

If there’s one part of property management that tests your people skills more than any other, it’s conflict resolution.

Whether you’re stuck in the middle of a landlord-tenant dispute, navigating a clash between neighbors, or fielding frustration aimed directly at you, the expectation is the same: for the property manager to step in, take charge, and resolve things calmly.

But that’s easier said than done, so we’ve rounded up a few tips to help you resolve conflict like a pro.

Be transparent

One of the most effective ways to avoid conflict in the first place is open, ongoing communication. Regular emails, notices, and updates about things that affect a tenant or landlord’s experience can go a long way toward preventing small sparks from becoming full-on fires.

For example, if you’re struggling to find a repair tech to fix a broken appliance, shoot the tenant a quick message explaining the delay and what you’re doing to fix it. People are generally much more forgiving when they’re kept in the loop, and far less likely to blow up your inbox in frustration.  

Keep a paper trail

Written records can help you quickly resolve “he said, she said” moments. Save email threads, log phone calls, and document any key updates or notices.

That way, if someone insists they never got that rent increase notice or a maintenance update, you’ll be able to refer back to your records and clear things up fast.

Property management platforms like PayProp can make this easy with automatic logs, time-stamped communications, and shared visibility for all parties.

Make it easy to reach you

You don’t have to be available 24/7, but offering multiple ways to get in touch – office phone, email, chatbot, emergency line – gives tenants and landlords a sense of access, even if they don’t need to use it often.

And as a preventative step, check in now and then to make sure their contact details are up to date. No more missed messages due to an old phone number.

Watch your delivery

How you say something is just as important as what you say. Avoid finger-pointing or blaming language and stick to the facts. Depersonalize your word choice as much as possible. For example, instead of “You failed to report this,” say “This wasn’t brought to our attention.”

When meeting face-to-face, be aware of your tone and body language. Staying calm and professional, even when the other person doesn’t, can help de-escalate a situation.

Don’t take it personally

As discussed in a recent PayProp webinar on handling common tenant issues, sometimes an outburst from a tenant or landlord isn’t even really about the conflict at hand.

“In my experience, in many cases, difficult-seeming people are often just frustrated about something else in their life, and may simply be taking it out on you,” said Samantha Ferreira, Head of Client Services at PayProp North America.

“Give them the opportunity to vent, listen carefully, stay calm, and see if you can address a relevant concern while they go off to solve their real issue,” she advised.

That said, you’re not expected to tolerate abuse. If a landlord or tenant becomes aggressive or confrontational, that’s when you bring in a supervisor, contact authorities, or even walk away from the business relationship altogether. “Property managers deserve to feel safe too,” said webinar guest speaker Sadie Shute from Property Inspect.

Keeping the peace is rarely easy, but with proactive communication, good record-keeping, and a strong sense of professional boundaries, you’ll be better prepared to handle any conflict that comes your way.