Every once in a while, conflict occurs in any organisation no matter how big or small. It is also usually more common, especially in a competitive environment such as the real estate industry.
Whether you are working as a team member or a solo agent, conflict can occur within a working group or even in a client-agent relationship.
As an agent, it is best that you know how to deal with conflict when it comes, but it is best when it is nipped in the bud before it can rear its ugly head and cause adverse impacts among team members, clients, or potential clients.
Prepare your action plan
Conflict is not just a productivity killer, it can burn bridges and destroy relationships, which is why the best way to deal with it is to prevent or avoid it from even happening.
The good thing about it is that you can anticipate the signs or indicators of a brewing conflict so that you can act on it right away before it gets out of proportion and causes undue damage and negative effects on your team or your clients.
Establishing an action plan for dealing with conflict will help you or your team get back on track and you need to be aware that it will involve open communication, honesty and actionable strategies to avoid or resolve it should it eventually come along.
If you happen to deal with an ongoing conflict situation, here are several effective measures to deal with it.
Realise that there is an actual conflict occurring
Whether it’s a trivial matter or a serious concern, the longer you wait to settle a conflict the bigger and more daunting it gets, making it more difficult to address or resolve.
So, always remember to recognise any sign that could end up in a conflict situation and never put it off or brush it aside.
For many, the most difficult part of dealing with a problem is admitting there is one in the first place. Turning a blind eye or brushing it off does not always resolve it, rather it will only get worse.
So, it is critical to get everyone on board and get everyone involved to work out a solution. It can be done by opening up and discussing it with a client or your team and finding ways to mutually agree on a resolution.
Find out the truth and listen to all parties concerned
Conflict is never resolved unless all parties involved are heard. There must also be a willingness to accept the truth and for everyone to be honest with matters that might be the source or cause of the conflict.
While it may be a bit uncomfortable for some, setting expectations that the aim of the interaction is to resolve hanging matters and achieve closure must be the foremost priority for everyone.
Always remember to emphasise the true value of honest communication and focus on getting the conflict resolved at the soonest possible time.
Determine and understand what caused the conflict
A lot of conflict sources start between two persons, especially in a group or team environment setting which eventually spills over throughout the workplace the longer it stays unresolved.
The same thing can happen between an agent and a client, whether it be an undelivered promise or failure of expectations, the end result of conflict can be bad for business.
When signs of a conflict start to appear, get on top of it right away. Do not confront it in an aggressive or demanding manner, rather approach it with a listening ear and a willingness to resolve matters for the benefit of all parties concerned.
Avoid giving in to any or all unreasonable demands, rather make a conscious effort to listen and understand, then discuss your options or limitations. Most of the time, conflicts can be resolved when both parties know and understand what’s at stake, mutually agree on a compromise or understand that some things are just not possible.
Agree on what works
Everyone will agree that everything that works is good for the business, but that is not always the case. Outcomes are always subjective, especially in the real estate industry whether it’s between team members in an agency or in a client-agent relationship.
For instance, as an agent, you might consider recommending a renovation on a property for a client to help them get the best outcome for their purchase, but it may not sit well with the client who will be shelling out a few hundred dollars to get it done.
Or maybe one of your team members
So, always consider the best alternatives and options for clients or your team members, then come to an agreement that will be beneficial and amenable to all parties concerned.
Take note of your agreements and keep your word
Always make sure to take note of having your agreements documented so you can check back on it any time to remind you or as a means to let you know what has been agreed upon or discussed.
Also, make sure to take note of the nature of the conflict that ensued, that way you may be able to have a recollection of what interventions or processes were involved to get to a resolution in case a similar situation happens in the future.
Of course, not all solutions fit all sorts of problems, but it gives you baseline data on how to better approach or deal with an impending conflict and be able to get it resolved.
As a real estate agent, it is imperative that you resolve conflicts right away, better yet, be wary of signs that could cause full-blown conflicts and avoid them as much as you can because conflicts can sometimes cause irreparable damage and hurt your business.