Tip of the Month - October 2010

Solicit the Tenant’s point of view. Once the Tenant starts talking, listen closely and do not interrupt, even if some of the points are not true or some of the opinions are inflammatory.

When the Tenant has “wound down”, acknowledge that you have heard the key points, even if you disagree with them. Sometimes it is a good idea to repeat the Tenant’s concerns so the Tenant realizes you know what they are.

Avoid personal attacks. This only raises the level of hostility and makes settlement more difficult. Equally important, do not react impulsively to the emotional outbursts of the Tenant.

Be courteous, but do not be weak. If you have a good case, let the Tenant know you have resources and evidence to fight and win if you are unable to reach a reasonable settlement.

Put yourself in the Tenant’s “shoes”. Your job is to let the Tenant have at least a partial sense of victory on one or more of the issues in dispute. The best settlements are often those in which both sides feel they have at least a partial sense of victory on one or more of the issues in dispute.