Telephone. An old standard, the phone now has enhanced features that facilitate improved communications. Voice Mail and Message Notification allow freedom to roam. Some HOAs have attempted Phone Trees for communicating to members. This system is like a chain letter that relies on downstream participants to push the message along. Broken links are common. Technology now provides a wonderful alternative with NotifyQuick.com. Their Auto-Dialer Service allows an HOA to communicate to thousands of members quickly. Since virtually all members have a phone, this service is both useful and affordable.

Website. Providing critical need-to-know information to buyers is an extremely important HOA function. Fortunately, the Internet has vaulted communication to a whole new level. Besides moving information and communications phenomenally fast, it provides a platform for information archival. This is particularly important for HOAs which have significant static and time-sensitive information that should be made available as part of each seller’s resale disclosure obligation.

Having well informed owners and potential owners is to the benefit of the HOA. Apprising buyers about upcoming special assessments, parking, pet and architectural restrictions and other hot topics will screen out those that can’t live with them. Withholding the information guarantees uninformed, uninvolved or angry new comers.

Face to Face. Meetings are the prescribed mechanism for members to communicate HOA business. The Board should have at least four scheduled meetings a year all open to members to audit or petition the Board. Scheduling them far in advance allows directors and other members to plan their calendars accordingly and for the Board to systematically deal with business rather than react on the fly.

At those meetings, members have the right to express opinions and inquire about HOA matters. For this, an Open Forum preceding each meeting provides the means for expression. While the Open Forum is rarely used by HOA members, it’s important symbolically that the Board provide it. It demonstrates that the members matter and that the Board has nothing to hide. Even though some members can rant at Open Forums, that’s preferable to them trash talking over the garden fence. Let them vent, most will feel heard and not engage in backbiting.

The more the words, the less the meaning. Whatever communication venues that are used, speak plainly and with adequate information. It shows respect for the members who the Board serves. It will also make the Board’s job much easier when the members must make hard decisions since they are already clued into the issues. Speaking plainly: Just do it!    BACK

When the notion of recalling the Board finally gels into concerted action, it’s like trying to turn the Exxon Valdez. One way or another, there’s going to be a mess to clean up. By how do things get to this point? Why are the members so angry?

Board Recalls don’t happen out of the blue. Like Mount St. Helens, they give off warning signs. There’s rumbling and venting going on. Disgruntled phone calls, rants at Board Meetings, terse letters tacked on the door. The issues include such classics as:

1. That $&%#@! special assessment!
2. Those blankety blank rules!
3. My tree didn’t get pruned!
4. Why did your units get painted first?
5. Time for Stalin and his KGB to go!

Recalls can happen for seemingly big reasons and sometimes for inconsequential reasons. But the underlying reason is usually that the members feel they are not being heard. Kind of sounds like a marriage doesn’t it? Indeed. The Board’s mandate to get things done aside, their imperative is to hear folks out that have a right to be heard. Sometimes these folks say things the Board doesn’t like to hear. They can be critical and they can be obnoxious and sometimes, they are 100% wrong. But allowing the members "input" is one of the smartest things a Board can do.

Look at it this way. If the Board doesn’t provide the mechanism, the members will find the means and as time passes, the meaner they get. If the Board provides the mechanism, it can control the mechanism. Here are some strategies:.

1. Open Forum. If you don’t have one, add one to your pre-Board Meeting Agenda. Allow up to five minutes per member with no more than 15-30 minutes total for all speakers so the Board can get on with the Agenda. Let them rant, rave and ask questions. This is not a time to transact HOA business but to clarify positions and provide information. If a particular member wants to address the Board for business, put them on the Agenda for the next meeting.

2. Get it in Writing. Talk is cheap. If a member has a passionate issue or complaint, politely request they put their thoughts in writing so the Board can have the facts straight and seriously consider all the ramifications. Writing takes effort and most won’t do it. But it’s a great way to determine how deeply felt the issue is. Once put in writing, the Board should respond in writing. This mechanism provides a clear record of Board actions to member issues. In the response, it’s okay to direct the solution to someone else if it’s not the HOA’s responsibility. If it’s not yours, don’t accept it. Hand it back or hand it off. For more on this, read on.

3. Appoint a Committee. The Board is often presented with a task by a member who has a "good idea". Problem is, the good idea is undeveloped, requires research and funding. If the idea has merit, commend the one bringing it and ask them to head a committee to investigate further. Most will run for the hills but some won’t. For 9 of 10, the idea of doing research will take about three days to fade in appeal. The Board can probably handle the one that remains.

4. Become a Diplomat. One of the greatest joys and greatest frustrations of the world is the differences between people. Successful marriages usually have two opposites...people that can supplement the weaknesses of the other. All of your HOA members have qualities and strengths that you don’t have. Using diplomacy will encourage them to use their talents for the common good. Instead of allowing them to sideline quarterback, ask them to join the game because they have value to contribute (even though in your heart of hearts you can’t see it). A few kind words can revolutionize their perception. Remind them that, "we’re all in the same boat". It’s true and often wins over adversaries.

1. Pay higher homeowner fees to pay the bills? Are you nuts? We should lower them!
2. Take down my 40 foot flagpole? I’m a veteran and entitled to Free Speech!
3. What do you mean "change the paint color"? If it was good enough in 1973, it’s good enough today!
4. Tow my wrecked ‘68 Ford Pinto out of the Fire Lane will you? I’m calling my lawyer!
5. I ain’t payin’ my dues until I get my bush trimmed!

Really makes you thankful you stepped forward for the job, doesn’t it? Your good ideas are criticized, downsized and capsized. You discover that "Rules are fine but they don’t apply to me!" People you thought were clear thinking and supportive turn out to be muddled and self serving. Welcome to Club Dread.

At the core of the backlash is a fundamental human resistance to change even when the change is for the better. Lives are made of pieces and principles woven into a fabric familiar to the user. Changing any part of the weave disturbs the whole cloth. As a Board seeking better results for the HOA, understanding the "we fear change" mentality helps get goals accomplished. And how, you ask?

Slow Down. A Board with an urgent agenda runs roughshod over member opinion. It’s extremely important when proposing change to allow the members to speak. When given the chance, most won’t take advantage of it. But not given the chance brings out the rebel in some. So, take your time and poll the people when something new is proposed. There are few issues that must be decided immediately.

Gain Trust. When proposing changes, trust trumps facts. In other words, too many studies and facts actually complicate the process by raising questions while a statement like "The Board has thoroughly investigated this issue and consulted with knowledgeable experts. The findings indicate there is a strong need to make this change to properly care for our assets" actually reassures most members.

Negotiate. As an elected director, you are, in essence, a politician. Successful politicians understand the value of give and take while hardliners go down with the ship. Negotiation and compromise is a great trust gainer because it shows respect for others. Often giving in to little things accomplishes the bigger vision thing.

Sell the Sizzle. Every worthy change has a benefit that transcends the facts.  Salesmen call this "sizzle" as in "Don't sell the steak, sell the sizzle".  Like trust, sizzle can be summed up for consumption.  When selling the merits of a special assessment try this: "While the Board is asking for a special assessment of $10,000 each toward this renovation project, real estate agents advise that the units will increase $25,000 in value. So this is a great investment and will substantially increase the livability and pride of ownership. Let’s not forget that this same work for a single family homeowner would cost three times as much. We’re getting a heckuva deal here!"

Calm the Waters. Having a long range vision is critical to lasting change. Put your firefighter suits away and map out a 30 Year Plan for capital reserve scheduling and funding.  Provide an advance One Year Calendar to all members to schedule repair projects, meeting date and social events. Having such plans speaks volumes to members who have entrusted the Board with their single largest assets. It says, "This ship is on course and the Board has a firm hand on the wheel."

Lighten Up. While the Board will often deal with serious issues, keeping things in perspective will help see it through. None of these issues are life or death and the world won’t stop turning if you fail. Keeping a sense of humor will actually encourage cooperation from nay sayers who realize they are taking things too seriously. Keep smiling. 

Selling change to an HOA stuck in a rut is a good thing but it takes a thoughtful approach. These techniques get to the heart of the matter: the members and their fears. Deal with them thoughtfully and you will accomplish lasting change.   BACK

The Magic of Listening
There are four major steps to effective listening, and each one requires effort on the listener’s part. Review these steps and start practicing, because listening is the best way to show another person you care.

1. Focus on the Speaker. Make a conscious decision to listen. Remember, you can’t listen when you’re talking, so control your urge to speak.  Don’t just act like you’re listening; really process what they are saying. Give visual and verbal feedback - make eye contact with the speaker, turn your body toward the speaker and show by your physical behavior that you are listening (such as nodding your head if you agree).

2. Understand. Try not to judge, and avoid jumping to conclusions - even if they are favorable ones. Listen first, make sure you understand, and then evaluate or argue what the speaker has said. Try to find value in what you’re hearing, even if you consider what’s being said as foolish. Look for the most important ideas in the speaker’s message.   Pay attention to body language as well - the speaker may be saying one thing, but their facial expression could be shouting something lese.

3. Clarity. Ask questions - it shows the speaker that you care about what they said. If you’re unclear on something a speaker says, ask for clarification.  Mirror back what was said - restate in your own words the speaker’s message. For example, "You said ‘forget it’ but it sounds like you’re angry. Are you?"

4. Remembering. Try to create associations between what the speaker is saying and things that are important to you. Write it down. Take notes, especially when in an important meeting. Jot down ideas that you’ll be asked to remember later.

There is magic in listening. Master these listening techniques and you could be the master magician.    BACK