Strata Conflict Resolution: Addressing Conflict

Where there is a group of people, where there are humans, conflict is unavoidable. This is simply a fact of life. It happens in families. It happens at work. And, of course, it happens in strata communities. 

A strata brings together people with different personalities, priorities, expectations and ideas about how their community should be managed. Add shared property, finances, bylaws, maintenance decisions and close living quarters, and disagreements are going to happen from time to time.

The goal shouldn’t be to pretend conflict isn’t there. And ideally, we shouldn’t wait until a conflict has already escalated before trying to manage it.

The first course of action should be conflict prevention.

Expect that disagreements may happen and put good practices in place before they do. Then, when conflict does arise, address it early so that it doesn’t negatively affect the entire strata community or become a much bigger issue than it needs to be.

Here are a few practical ways strata councils can do that.

1. Keep Communication Clear and Consistent

Many conflicts aren’t necessarily caused by the original issue. They’re made worse by how the issue is communicated. When owners don’t know what’s happening, why a decision was made or what happens next, it’s easy for people to fill in the gaps themselves. Clear communication can prevent some of that frustration. For important issues, councils should consider what owners need to know, when they need to know it and how that information should be communicated. You may not always be able to give owners the answer they want, but you can aim to provide a clear answer and explain the process behind it.

2. Keep Strata Issues From Becoming Personal

When someone feels strongly about an issue, communication can quickly move from discussing the problem to discussing the people involved. That’s usually when conflict starts escalating.

Whenever possible, bring the conversation back to the actual issue. What happened? What do the bylaws say? What information does the council have? What options are available? What decision needs to be made?

This is also why having established communication channels is important. Rather than having individual council members getting pulled into one-on-one arguments, complaints and long email exchanges, use the appropriate council or strata management communication channels.

Structure can help take some of the emotion out of a difficult situation.

3. Be Clear About Who Makes Decisions

Another common source of frustration is misunderstanding the role of the strata council and strata manager. As we discussed in our recent article, your strata manager is not the person making council decisions.

The strata manager acts as an agent and advisor to the strata corporation. They can provide practical guidance, explain processes, offer recommendations based on experience and help council carry out its decisions.

Council is responsible for making decisions within its authority. Understanding these roles can help prevent frustration from being directed toward the wrong person and keep conversations focused on resolving the actual issue.

4. Address Small Issues Early

It’s tempting to ignore a small disagreement and hope it goes away. Sometimes it does. Sometimes it grows. An unanswered concern can become frustration. Frustration can become repeated emails. Those emails can become personal. Before long, something relatively small can consume a significant amount of council’s time and energy. If there is an issue that needs attention, acknowledge it and determine the appropriate next step.

Addressing something early doesn’t necessarily mean immediately agreeing with the person raising the concern. It means recognizing the issue and following the appropriate process to deal with it.

5. Follow Your Processes, Bylaws and Regulations

One of the best tools a strata council has during a disagreement is an established process. Decisions shouldn’t be based simply on who complains the loudest, who has been in the building the longest or which council member has the strongest opinion. Go back to the facts.

Review the bylaws. Consider applicable legislation and regulations. Look at previous decisions where appropriate. Get professional advice when it’s needed. Document decisions and communicate them properly. Having a process creates consistency, and consistency can help reduce the perception that decisions are personal.

6. Remember That You’re Managing a Community

A strata is a building, but it’s also a community. People have to continue seeing each other in elevators, hallways, parking areas and council meetings long after a disagreement is over. That makes how conflict is handled especially important.

The objective isn’t necessarily for everyone to agree. In a community, that’s simply not realistic.

The objective is to create an environment where disagreements can be handled respectfully, decisions can be made responsibly, and the community can continue moving forward.

Prevention Is Better Than Escalation

Remember, conflict in strata living isn’t a sign that something has necessarily gone wrong. When people share property, responsibilities and decisions, disagreements will happen. What matters is what happens next.

Put clear communication practices in place. Establish appropriate channels. Understand everyone’s roles. Follow your processes. Address issues while they’re still manageable.

And when a situation becomes complicated, use the resources available to you. At Fort Park, our role is to provide strata councils with practical guidance and experience to help them navigate difficult situations, make informed decisions and keep the long-term interests of their building and community in mind.

Contact our team if you need help with improving your strata living in BC.