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Bridging the New and Old Brigade of Association Residents

How to keep your condo rules in line with your residents and avoid condo association problems

When the demographics of your condo or homeowner association start to change with an influx of younger residents  problems can and often will arise.  Is it possible to keep your longtime, solid, stable (and barely breathing)) residents content while welcoming the new brigade? Can you strike a happy medium while keeping with the times and collectively and cooperatively building toward the future?

Bridging the New and Old Brigade of Association Residents - PeytonBolin

It’s a common problem, especially in Florida, where many condos started as havens for snowbirds who flocked down in droves during the winter months but then headed back during the summer months leaving many condos empty from May through November.  When residents passed away or wanted to capitalize on the booming real estate market, families and younger people started picking them up.  Rules that made sense for a snowbird community no longer seem as relevant for the newer residents who may have different needs. Issues start to come up as newer, often younger residents start challenging and questioning rules.

Some examples of rules that newer residents want to change:

  • No pets
  • No furniture on balcony
  • Restrictions on decorations – Flying a flag, putting up Christmas lights, etc.
  • Swing sets in the common area

Seems reasonable to question these, right?

Or it could be that all of a sudden more kids are part of the community and the older residents aren’t digging it and are constantly lodging complaints even though it’s perfectly okay for kids to be there.  It’s change and especially for the older set– change can be difficult to embrace.

These rules may have made perfect sense, when the building was primarily a snow bird community but now that you have year round residents, maybe not so much.  Problem is at the last board meeting when one of the newer residents brought up the idea of allowing cats, it almost caused WWIII.  People started yelling before they were even willing to hear out the reasons.  In their mind, cats would lead to a smelly, dirty environment.  Crazy. Imagine what would’ve happened if they broached the subject of dogs?  Probably the bulk of the community would’ve keeled over.

These issues, although seemingly small, can divide a community and make it undesirable to live or buy there.  Word starts getting out that it’s not a great place to live, and all of a sudden property values start dropping.  But the real impact is on the people living there who stop wanting to participate in association meetings, and instead do everything possible to avoid social situations and common areas.

As an association board, how do you handle it?  Here are 5 tips to help your association deal with a changing population in your community:

  1. View your association as a business first: You may have strong personal feelings about pets, decorations and a number of other rules at your association, but you and the board need to separate your personal feelings from what makes good business sense.  Once you start looking at the issues from a business standpoint it makes it much easier to determine how your association should evolve, or not.
  1. Determine if new requests support your Associations Mission, Vision and Values: This goes hand in hand with Tip #1.  If you haven’t been viewing your association as a business then you may not have a mission, vision or values so this should be your first step.  Identify why the association exists, where you want it to go and what values are important to the community.  With those in place it makes it much easier to determine if a change in rules or new requests aligns well with the overall scheme of things?   Hopefully every association has as part of its mission something to the effect of “wanting to create a great environment to live”.  Something as simple as a collective mission statement is enough to open up a dialogue for possible change.
  1. Be open to change: Don’t get stuck in keeping rules in place just because “it’s always been that way”.  Rules are made to be broken sometimes and everyone needs to be open to listening to new ways of thinking to determine if they will add value to the association and further along the mission and vision.
  1. Be willing to ask Why?: This goes hand in hand with being open to change.  It’s a good practice to periodically review your Condo rules and ask Why do we have this?  Does it still make sense?  This practice can help you stay ahead of the game and keep your rules in line with community and lifestyle trends.
  1. Don’t tolerate rudeness and disrespect: Not from your residents, not from your board members or anyone who lives or works in your community.  If you have someone who constantly interrupts, raises their voice for no reason and is divisive in meetings and interactions with residents, put them on probation or remove them from the board meetings.  Don’t let a couple “bad apples”  ruin the whole bunch.

Community Associations, when well run, can have tremendous benefits.  Where they get their bad names is when board members put their personal agenda above what’s best for the the majority of its residents.  You can’t please everyone nor should you have to. But you can run a fair and cooperative association that strives to close the new and old brigade of Association Residents.  Sometimes it helps to bring in an outsider to help transition your board from one that runs on emotion to one that views itself as a business and makes good business decisions.  PeytonBolin can help you Master the Business of your Association.  Contact us today! 

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Why You Need to Match Security with Tenants

3 Ways to Match Security with Tenants

In this day and age, private communities are continuously evolving and rules are changing- and our ultimate goal is to make our tenants feel safe at all times. You may think it doesn’t matter what security guard you have in your community, but it does. Your security guard interacts with your residents and guests each and every day, so they must feel comfortable with them. It’s more than just actually being secure, your tenants and residents must also feel secure.

Why You Need to Match Security with Tenants PEYTONBOLIN

Check out this list of qualities to take into account when taking steps to match security with tenants

  1. Personalities and mindsets: As we know, first impressions go a long way in any scenario. The security guard is the first person that our tenants see when they leave their homes, the first person they see when they enter the community, the first person their guests see, and therefore, the first person potential new tenants will see when they come to learn about our communities. Hence, it’s important to match security guards with the demographic in the community. If you have a more elderly community, you’re probably not going to want a guard covered in tattoos and piercings. If the community has a younger crowd, this won’t make a difference. Also, older crowds probably would require guards with a bit more patience. Think about your residents before placing a guard and you’re less likely to have to replace them.
  2. Tech-savvy: Security systems are becoming more and more reliant on new technology, and you want to have a very savvy guard at communities where technology is implemented in many aspects of the building. If guards don’t handle packages and don’t have many security cameras to watch, they may not need to be super tech savvy. On the other hand, if you’re security system is reliant on the newest technology, then you need a guard who understands how to use it.
  3. Capable of responding properly in emergencies: You need to make sure that your guards are capable of responding quickly to an emergency. Of course this varies depending on the type of community and the residents within it, but in many cases, you’re going to need a guard capable of doing more than just sitting in front of a security camera all day. You need someone with the ability to keep calm in an emergency and with the ability to make the residents feel calm.

Seeing tenants smile is one of the ultimate goals of a community and their safety is your main concern. This is why it’s important to match security with tenant- it’s not enough for them to be safe, they must also feel comfortable with the security guard. Click here to learn more about keeping your community safe.

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How to Throw a Great Community Mixer

5 Steps to Throwing a Great Community Mixer

We’ve spoken about the importance of turning homeowners into neighbors and how one of the best ways to do this is through mixers and community events, but what you may not know is how to throw a great community mixer. Mixers can be tough- so many people are afraid to branch out and speak to their neighbors, they are often boring and generally not as many people are you were hoping for actually turn up. So what do you do to make sure that the time and money that you are putting into your mixer actually pay off?

How to Throw a Great Community MixerHere are 5 Steps to Throw a Great Community Mixer:

  1. Budget and Plan: This is the first step and one of the most important. Take the time to sit down, budget and plan for the mixer. Don’t just assume that if you put drinks out and send out an invite that people will come and have a good time. Figure out how much you have to allocate to the party, how long it’s going to be, where it’s going to be and how you’re going to invite guests. You may just want to email out an invite, but as hard as it is to believe, so many residents don’t read their emails. Put flyers up around the community and in elevators. One of the keys to a great mixer is making sure that people actually show up!
  2. Think About Your Community: Think about your average guests and make sure you tailor the event to them. Is your community a family one with a lot of younger children? Consider having face-painting at the event or a “kids area” complete with a supervisor so all the children can play while the adults get to know each other. Is your community one with a lot of elderly residents? You probably don’t want to have music blasting so loud that they can’t hear themselves speak. Remember this isn’t a mixer for you, it’s for them- so make sure you tailor it appropriately.
  3. Hold it in a Common Area: If you have an area in the community to hold the event make sure you take advantage of that. It’s okay to do one outside of the community if you don’t have any common areas, but be sure to keep it nearby. Having the event in a common area within the community will increase the likelihood that more guests will show up and it will get new residents familiar with the area, as well as remind residents that you have a common space for them to enjoy together.
  4. Do Something Unique and Memorable: Try to think outside of the box. Make it an art show and invite local artists or play games and give away prizes. You want to make it fun and give people a reason to come and actually stay. A mixer is only successful if it brings people together for a good time for all, so do something unique and memorable so they’ll want to come and have a good reason to talk about it after.
  5. Moderate the Event: This is key to a successful mixer. You need to moderate the event and get people talking. You don’t want to turn it into a high-school dance with people hovering along the edges of the room waiting for someone to come up and talk to them. Start conversations, say hello to residents, introduce them to each other and just get the party going!

A tight-knit community can do wonders for the neighborhood as a whole, and it’s up to you to get neighbors talking to each other and create an environment they feel comfortable in. Click here to learn more about how to throw a great community mixer.

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Forming Positive Relationships with Volunteers

4 Tips for Forming Positive Relationships with Volunteers

As a property manager or community association, you’ve probably had to form and manage relationships with volunteers- and this can either work really well or it can be a struggle. On one side, having volunteers brings extra hands to the table, as well as new ideas. On the other side of things, it takes time to get volunteers up to speed and it is often faster to just have someone on the staff get the job done. While many people think volunteers aren’t the worth trouble, we’re here to say they often are- but only when you take the right steps to form positive relationships with volunteers.

Forming Positive Relationships with VolunteersHere are 4 tips for forming positive relationships with volunteers

  1. Support from the staff level: It’s not enough to just say you want volunteers and to bring them in, you need to build support at the staff level. If volunteers come in and permanent staff don’t want them there, it’s not going to be an easy transition. Sit down as a group and really discuss the pros and cons of having volunteers. It may not be for you or it might really take you to the next level.
  2. Make a plan: Do not just hire volunteers and have them start before you have a plan in place. Part of the reason relationships with volunteers don’t always work is because management doesn’t take the time to plan for them to be there. What is the point of having volunteers if you don’t really have anything for them to do? Figure out what you can pass on to them immediately, what needs a bit of training, and what you may want to pass on in the future depending on how the volunteer program goes.
  3. Create a volunteer mentoring role: There should be at least one person on your team in charge of the volunteers. Volunteers need to know who to go to when they have questions and it’s best to have some sort of structure within the program. What will the volunteer mentor be responsible for? How often will they meet with volunteers? Will they have help or will they be the main contact? These are all things you need to think through before you actually bring volunteers in.
  4. Give them something to do: This goes along with everything above, but we really want to stress that you need to actually have something for volunteers to do. If you have them cutting paper all day, you’re not going to get out of the mentality that they aren’t doing anything for you. Volunteers are there to help so take advantage of them and give them real work to do.

Volunteers can do wonders for your community association, but only if you take the right steps to form positive relationships with them. You want to make sure everyone on the team- management, staff and volunteers- benefit from a volunteer program and the only way to do that is to ensure that you have a plan and a need for the volunteers. Click here to learn more about forming positive relationships with volunteers.

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Top Homeowner Association Blogs and News by PeytonBolin in 2014

It’s the perfect time of year for Top 10 Lists and we didn’t want to miss out on the fun so here are our are 10 Top Homeowner Association Blogs in 2014!

Top-Homeowner-Association-Blogs-and-News-by-PeytonBolin-in-2014Are Mortgage Foreclosures Stuck in Limbo

During 2007 to 2008 a large number of mortgage foreclosure cases were filed and dismissed throughout the State of Florida.  Recently, however, a new wave of mortgage foreclosure cases has been filed to restart the foreclosure process on these previously dismissed cases.  Whether these mortgagees are precluded from restarting a foreclosure action that was previously dismissed under the doctrine of statute of limitations remains a mystery.  Read more.

New Condo and HOA Laws Have Been Passed in the State of Florida

The Florida legislature recently passed bills HB 807,HB 7037, and SB 440, that the governor has signed into law. These changes went into effect on July 1, 2014, so we wanted to provide you with a quick update on some of the changes made. This update is not intended as legal advice, and the below information does not include complete update information. For a full recap, read our 2014 Legal Update (http://www NULL.getlegalupdate!

Get Your Newly Elected Board Member up to Speed

As exciting as getting new board members is with all the opportunities it presents, it can be difficult to get them up to speed with everything that is happening. Just as with other jobs, you can’t expect to put someone in a brand new position and for them to just know exactly what to do and what not to do without any prior training. Just as each organization is different, each community association is different and it takes time to get new board members informed of everything they need to know to get the job done properly.  Read more.

Homeowner Association Communication:  Tips to Effective Communication in your HOA

We communicate with people each and every day. Whether you’re speaking in person, over the phone or through an email, it’s important to know how to effectively convey your message and get people the information they need. This is especially true in a community association, but it doesn’t stop there. As a member of a community association board, you need to also ensure that your message will stay in tact while making its way around the association.  Read more.

Appellate Court Rules in Favor of Association:  Fannie Mae Must Pay

The Third District Court of Appeal in the State of Florida ruled in favor of The Alden Hotel Condominium Association against Federal National Mortgage Association on April 2, 2014, following an appeal of a non-jury trial.  Third District Court of Appeals State of Florida. The case began back in 2013 and Alden Hotel came out the winner in a judgment awarded on May 10, 2013 by the Circuit Court of the 11th Judicial Circuit in Miami-Dade, Florida.  Read more.

In Florida, Condo Battles Play Out

One of our cases is featured in the Wall Street Journal with a quote by PeytonBolin attorney Michael Mayer. The drama of Florida’s boom-then-bust real-estate market is now playing out in the courts as condominium owners and real-estate developers square off over forced sales under a law initially intended to allow for hurricane-damaged condo complexes to be rebuilt quickly.  Read more.

5 Tips for Managing Bad Tenants

Bad Tenants. Every landlord, property manager or community association has had one. They get constant complaints from neighbors, they lie and argue, they trash the property, they don’t pay rent on time… whatever it is, bad tenants can be really difficult to deal with. One of the best ways of managing a bad tenant is to try to avoid them all together.  Read more.

PeytonBolin Legal Update – Aventura Management LLC v Spiaggia Ocean Condominium Association

An opinion by the 3rd District Court of Appeal was released yesterday and the headlines are screaming “ASSOCIATION CANNOT COLLECT ASSESSMENTS!”  Before you believe everything you read, let’s get the facts straight. The opinion is not final.  The condominium association may file a motion for rehearing, and this case may be appealed to the Supreme Court of Florida.  The 3rd District Court of Appeal has jurisdiction over two counties in Florida, Miami-Dade and Monroe counties.  Read more.

Protect Your Association from Fraud and Embezzlement

Anyone can be at risk for fraud, so it’s important that you take steps to safeguard your association funds. While no safeguard is foolproof, using a combination of different techniques could help you protect your association from being victimized.  Read more.

5 Tips for Collecting Association Dues

Ease the Process of Collecting Association Dues:  Associations have financial responsibilities among others, and one of the main financial responsibilities they often encounter involves the collection of association dues. This process can often be grueling- but it doesn’t always have to be. From the association’s point of view, collecting these dues is absolutely necessary because they must meet their obligations to provide the maintenance and services that are a part of managing a community.  Read more.

To stay up to date on our PeytonBolin top homeowner association blogs and news, sign up here.

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Pros and Cons of Homeowners Associations: What to Know About HOAs Before You Buy

Pros and Cons of Homeowners Associations: What to Know About HOAs Before You Buy PeytonBoliWe recently ran across this great post from Allstate Blog (http://blog about the pros and cons of homeowners associations and what you need to know about HOAs before you buy.

Here are 3 Major Pros and Cons of Homeowners Associations:

If you’re shopping for a new house, you’re likely to come across at least a few properties that are part of a homeowners association, or HOA. Some 26 million homes across the country are governed by them, according to the trade group Community Associations Institute (CAI).

Of course, amenities like swimming pools or club houses can make it tempting to gloss over the realities of living under an HOA – but it’s important that you don’t.

For one thing, there’s the money. HOAs assess fees that help maintain common areas and cover community services, so knowing the size of the fee (and what it covers) can help you decide if you want to live in the community, or whether you can afford to.

It’s also important to understand the HOA rules, which you have to abide by if you purchase a home there. Association regulations are designed to protect property values, according to CAI. But they can touch on anything from how you paint your home to where you park your car. CAI suggests looking into rules about pets, flags, outside antennas, clotheslines, satellite dishes, fences, patios and home businesses before you buy.

There are also other aspects of community living to consider. Here are some pros and cons of homeowners associations to help you decide if it’s right for you:

PRO: HOAs provide amenities
Buying into an HOA may give you access to amenities like a tennis court or fitness center that you might not otherwise be able to afford, or be able to enjoy in such close proximity to your home.

PRO: They reduce your responsibilities
The fees you pay to an HOA typically go toward services (like snow removal) and maintenance that you might otherwise have to perform, or contract for, yourself.

PRO: They help keep up appearances
HOAs typically have rules to prevent property neglect and resulting neighborhood decline. They can help to maintain the property values for the homes within the community.

CON: An HOA can foreclose on your home
If you get behind on your fees, the HOA may be able to foreclose on your home, attorney Benjamin Childs tells the Wall-Street Journal. (The process of doing so varies by state). Though, CAI advises HOAs to only use foreclosure as a “last resort.”

CON: They can spring assessments on you
If the HOA doesn’t have cash reserves to cover an expenditure, it can impose an assessment to come up with the money, the CAI says. That’s important, since 70 percent of all HOAs are currently underfunded, according to Reuters.

CON: They may limit you from renting your place
HOAs can put an array of rental restrictions in place. One Denver-area association limits rentals to 15 percent of homes in the community, requires HOA board approval of tenants, and says rentals must be on two-year leases.

So, consider the pros and cons against your own lifestyle and get familiar with the community rules before you buy – you just might find that association living is equally as satisfying for you.

If you have questions about HOA living or about the pros and cons of homeowners associations, contact us today!

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Implement These Strategies for Successful Association Budgeting

3 Tips for Successful Association Budgeting

It’s the end of the year and that means that you need to be thinking about preparing your budget for 2015. Budgeting can be tricky and it takes a lot of organization and time- but don’t skimp on the time. Proper budgeting is key to success in community associations so you need to ensure that you have the right strategies in place. You don’t ever want to be in a situation where you are so low on money that you run into big problems.

Implement These Strategies for Successful Association Budgeting PeytonBolin

Here are 3 tips for successful association budgeting:

  1. Keep a reserve: You need to expect that you’re going to run into emergencies. It happens and you need to be prepared. If you need to deal with a hurricane or fluctuating insurance costs, you want to make sure that you have enough wiggle room.
  2. Try to avoid legal disputes: Legal disputes can be a headache and expensive. While they can’t always be avoided, you really should try to mediate if you’re going to court. Take steps to improve relationships between residents and management in order to avoid disputes, and don’t be afraid to call in the professionals to help you when they occur.
  3. Think towards the future: The future is green and whenever you are buying new equipment or upgrading areas, you need to keep this in mind. You want to spend money on things that are energy efficient and sustainable- it will be worth the initial cost in the long run.

When it comes to successful association budgeting- plan, plan, plan ahead. We can’t stress enough how important it is to do an evaluation of your current plan and find areas where you can improve. Associations often don’t realize that they are spending more than they need to on insurance or that they could find a better landscaper for less money. Put time into your budget and you will see the payoff in the future. Click here for more information on successful association budgeting.

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6 Tips for Community Safety

The Importance of Security and Tips for Community Safety

As a community association or property manager, you’re responsible for meeting your bottom lines and running the association smoothly, but you’re also responsible for community safety. Your residents are the livelihood of the community- and without their safety the overall value of the community will not be as high. Whether it’s a condo or a large neighborhood, you need to make sure that your residents are protected and that they know it.

Here are 6 tips for community safety

  1. Install Cameras: This one seems obvious, but you would be surprised how many people fail to install cameras around the property. Having cameras not only allows you to keep watch over common areas and those prone to crime, but it also deters crime in the first place and lets you check past history in case a crime does occur.
  2. Hire Security: Having security at all entrances to the property and making sure that someone is checking the grounds sporadically is important. It makes residents feel secure and makes it more difficult to commit a crime.
  3. Keep Grounds Maintained: Safety isn’t just about crime, it’s also about personal safety so you need to ensure that the grounds are maintained and there are no areas where someone can easily hurt themselves.
  4. Keep Residents Informed: You should always make sure that all residents are kept up to date with what is going on in the area. If police are looking for someone nearby, you should let residents know to be careful. The more they know about what is going on, the more precautions they will take themselves.
  5. Screen Residents and Employees: Always screen all residents and employees to make sure that you’re not making it easier for someone prone to crime to get in the building or neighborhood. The last thing you want is a crime that could have been prevented had you done your homework.
  6. Constant Assessment: Just because you’re on top of safety now doesn’t mean that you always will be. You should be constantly assessing the area to see where security can be improved and you need to stay up to date with the latest in security technology.

Don’t let safety be the reason that your community isn’t as successful as it could be. It’s your responsibility to keep residents happy and secure and these tips for community safety will help. Remember, prevention is always the best thing when it comes to crime and safety- so think ahead and look towards the future. Click here to learn more about tips for community safety.

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6 Tips for a Productive Meeting

Essential Tips for a Productive Meeting

When it comes to community association board meetings, you need to make sure you have a productive meeting with a group a people, and that’s not always easy. Everyone has their own opinions, people want to be heard, people aren’t prepared etc. The list of things that can hold up a meeting are endless, but to properly run your community, you need to make sure that you get what you need to get done during the limited time you have together. So how do you ensure that your meetings are productive?

6 Tips for a Productive Meeting
Here are 6 tips for a productive meeting:

  1. Create an agenda: Figure out the purpose of your meeting and get it on paper. You want to make sure that you address everything that needs to be addressed and in order to do this you need to allocate times to each subject and stick to them. If you run out of time for a specific topic, another meeting can always be planned between the whole group or just the members who are most directly involved with that particular subject. Having an agenda will help keep you on track and make sure that your meeting meets its purpose.
  2. Send out the agenda beforehand: Once your agenda is set, send it out to everyone who is going to be in attendance at the meeting. You want to make sure that everyone is prepared, and the best way to do this is to make sure they know what is going to be covered during the meeting.
  3. Enlist a note taker: It’s good to have someone whose role it is to take notes to ensure that everything is being recorded. Instead of having everyone take their own notes, have a note taker record the entire meeting and send out the notes afterwards.
  4. Ask everyone to save their questions: One of the biggest things that can hold up a meeting is questions. Questions are important and must be addressed, but it’s best to save them until after everything the moderator needs to say has already been said. End each topic with a quick question period so that everyone can contribute without holding up the meeting.
  5. End with a review: At the very end of the meeting, schedule a quick review of everything that was spoken about and what the next steps are. If you have a meeting where you discuss a lot of different topics, it can be difficult to remember what was resolved at the beginning of the meeting once it has ended. A recap will ensure that everything is fresh in everyone’s mind as they leave.
  6. Send out action item recaps: Once the meeting has ended, send out a recap of notes from the meeting along with action items and who is responsible. This is help you make sure that nothing falls through the cracks and that you stay on schedule and get key action items completed.

Meetings are not the time to just “wing it.” You need to go in with a set plan and these tips for a productive meeting can help. With preparation comes productivity, so get prepared and make sure that you effectively accomplish everything that needs to be accomplished. Click here for more information on tips for a productive meeting.

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6 Tips for Working with Different Personalities

Strategies for Working with Different Personalities

When you’re a part of a community association, it is inevitable that you will at some point or another be working with different personalities. You need to work with other board members, vendors, tenants and residents etc. The list goes on and one, but one thing stays the same: everyone is different and approaches situations differently. It can be difficult to come to a resolution or conciliation with someone that seems to be on a completely different planet, but it is possible.

Here are 6 tips for working with different personalities:

  1. Listen: This is one of the biggest parts of working with someone else. Most of us have so much we want to contribute that we don’t listen to what other people have to say, even when they may have a good point. Try to remember to take a step back and listen every once in a while and working with others will immediately become easier.
  2. Learn about your colleagues: Everyone works differently. Some people are more energetic and other people may work better behind the scenes, and one is not better than the other. By learning more about your colleagues and how they work, it’s easier to see how to best approach working with them.
  3. Try to see it from their point of view: Try to take a walk in their shoes and see where they are coming from. Chances are they aren’t just rambling nonsense and that there is a reasoning behind what they have to say.
  4. Respect that they are there for a reason: Everyone has their strengths and everyone has their weakness and you need to remember that there is a reason each person is on your team. You may be great when it comes to management, but that doesn’t mean you know more about budgeting than your finance guy or that you know more about what the grass needs than your landscaper. You need to respect each person you work with and remember that they too have a role they must fill.
  5. Choose your battles: Not everything has to be a battle. It takes practice but you need to learn what is worth fighting over and what isn’t. Sometimes, its better to let some things go.
  6. Remember that you’re on the same team: You’re all on the same team and working towards the same thing: making sure the community association is a success. It can be difficult when some people have different priorities, but you’re a team and you need to act like one.

Working with different personalities is never easy, but these tips can help you. It really is all about being conscious of the fact that you’re on a team and that in life you need to work with people that you won’t necessarily agree with or get along with. With some patience, you can reach a decision that everyone is happy with. Click here to learn more about tips for working with different personalities.

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