Do you want to develop trusting relationships with your tenants, but interactions are too brief? These restorative techniques could help…
If you want to build positive relationships with your clients but struggle with time constraints, consider trying these techniques. They seem simple, but we have found them to be extremely effective in building and maintaining effective relationships. The key is to make every conversation count; these techniques can make a difference in even the shortest interaction.
1. Use active listening techniques
People want to know that they are being heard. Next time someone shares something with you, try these tips:
· Repeat back words or phrases to show you’ve understood
· Reflect back the emotion you sense they are feeling
· Allow silence for them to process their thoughts
· Ask open questions to allow room for explanation
· Be mindful of the tone and volume of your voice, and your body language. We communicate a lot without realising it!
2. Focus on needs
Asking ‘what do you need?’ can help others feel valued and understood. We aren’t talking about things like ‘I need a new fridge’ or ‘I need a holiday’, but trust, empathy, respect, support, patience, safety, a listening ear etc. By understanding unmet needs, we can implement strategies to problem solve effectively.
3. Use ‘I statements’
When we use the word ‘you’, people can feel blamed and become defensive. On the other hand, ‘I statements’ take accountability for our own thoughts, feelings, and actions. Here’s an example:
‘I am feeling concerned that this bill hasn’t been paid. I’m wondering if you can provide clarity on what’s happened?’
Vs.
‘You haven’t paid the bill again this month and you are in building arrears. You need to pay it now’
Using ‘I statements’ can help de-escalate difficult conversations – you might be surprised at the difference this small change in language can make to your interactions.
Try these out and let us know how you get on. If your team want to explore restorative approaches in more detail, please get in touch!