KEEPING THE PEACE

KNOW WHO YOU'RE DEALING WITH

TYPES

• Intimidator
• Know-it-all
• Pessimist
• Sarcastic
• Complainer

HANDLING CONFRONTATION

• Allow owner to express view
• Respond calmly
• Consider apology w/o taking blame
• Empathize
• Ask questions and solicit solutions

OPENNESS!

OPEN MEETINGS

OWNER FORUMS

PARLIAMENTARY PROCEDURE

COMMUNICATE

WHEN ALL ELSE FAILS

MEDIATION

ARBITRATION

LITIGATION