Conflict resolution plan

1. Define the issues.

Identify the main issues, referring to legislation where it applies.

2. Decide on an approach.

Document how you will approach the situation taking into account:

the people involved in the conflict

possible emotional responses

social and cultural difference

legal requirements

communication barriers

3. Make recommend actions.

Recommend the actions that should be undertaken to resolve the conflict situation. You must consider any legal

obligations for all of the people involved.

4. Outline a monitoring plan

Outline how you will ensure that the situation has been resolved.

Case study 1

Sonia has been renting a property for three years and has always been prompt in paying the rent. Lately, however, she has been late in paying and you have had to send her emails requesting payment. She apologises and explains that she recently changed banks and has not set up a direct debit for the rent as she had done in the past. She always pays the rent when she is reminded but you are becoming impatient with having to remind her every month.

Case study 2

You are undertaking a routine inspection on a rental property and you notice a hole in the lounge room wall. The tenant tells you that during a recent party, things got a bit out of hand and a friend threw a glass into the wall. She laughs and tells you not to worry; she'll get it fixed before she moves out. You tell her that it needs to be fixed and that you will get your agency's tradesperson to quote on repairing the wall and that she can get quotes as well. She starts to get angry and tells you to leave.

Case study 3

Belinda has her property listed with your agency. The house has been on the market for over three months. You contact her to ask her to spend another $500 on advertising. Karen is angry and tells you she doesn't think you have been doing your best to sell the property. She has noticed that two other properties have recently sold in her area, one on the same street as hers. She is considering listing with another agency.