• PROJECT 3 - Ethical Practice in Real Estate e. Demonstrating Communication Strategies (i) SCENARIO: A tenant of your agency comes into the office and appears to be very angry. They tell the receptionist that they are fed up on the way they are being treated by the Property Management staff and if things don't change they will be complaining to NSW Fair Trading. You have been tasked by the licensee in charge to handle the situation and find out the basis of the complaint and whether any action is required. In the space below detail how you would handle this situation, including the questions you would ask to establish the basis of the complaint. You have finished the interview and you discover the following: (ii) A member of the property management team inspected the rented property without informing the tenant (which is a breach of the lease terms and the Residential Tenancies Act. When the tenant rang to complain she was told that it was "tough luck" - as she was only a tenant and had to put up with it. This is clearly a breach of legislation and the office rules. You are good friends with the agent concerned and speak to her and she tells you that she sent an email informing the tenant of the inspection, but it bounced back due to an error in the email address. She claims she cannot remember the words she used when answering the tenant's complaint but she does remember being firm with her and not apologising for what she did and you now need to decide your next course of action. Set out below the actions you would take and the recommendations you would make when reporting back to the licensee in charge.