THE POWER OF COMMUNICATION

By Todd Greisen, CCAM

In HOA management, we focus most of our time and energy managing owners and residents, facilities and projects, as well as vendors and staff. We also report to a board of directors, or to a management company who expects us to multitask among several boards–in addition to all of the above.

Regardless of our reporting structure, the pressure is on. We need to manage expectations among many constituents. But among these, managing your manager is often given the least attention, or even ignored completely.

It’s been said that the simple definition of frustration is unmet expectations. You have expectations that your constituents will behave in certain ways. Here are just a few examples: owners and residents will make their complaints or requests in a reasonable manner. Staff and vendors should meet or exceed their job description or contract. You also expect the HOA board members to treat you with respect, and your manager to be a good boss.

But these expectations are not always met. When you are frustrated, you have options:

1. Lower your expectations. This can create a risk of subtly undermining your performance with a laissefaire attitude: “I just don’t care anymore.”

2. Persist through your frustration. This builds resentment in your working relationships that are critical to your success, which may lead to...

3. Give up and seek another job, or even a new career. If so, will you be bringing your ‘baggage’ with you?

There is another, and better, option. Communicate with your boss - Manage up!

Does your manager know, if…

• You have difficult relationships among your assigned clients, coworkers or vendors?

• You’re struggling with some of your responsibilities?

• You can’t keep up with the workload (and simultaneously underserving the clients)?

• I’m not suggesting that you complain to your manager. That’s easy. And we all have plenty of complainers in the communities we manage. If all you do is share your concerns without suggesting solutions, that’s all you are–just another complainer.

Can’t think of any solutions? Communicate that to your manager, too–making it known that you’re trying to improve not just complaining.

THE SINGLE BIGGEST PROBLEM IN COMMUNICATION IS THE ILLUSION THAT IT HAS TAKEN PLACE.

- GEORGE BERNARD SHAW

In their book “The Communication Clinic,” authors Barbara Pachter and Denise Cowie, suggest asking yourself four questions as you face frustrations in your career:

WHAT IS THE REAL ISSUE?

What causes your frustration? It’s easy to say “I hate my job.” But have you identified specific reasons? They may not always be obvious. Many of us love some, or most, of what we do, but find some parts of our job, or people we work with, to be difficult or even hated.

CAN I [OR MY MANAGER] SOLVE THE PROBLEM?

Can’t find your own solution? This is where managing up comes in. Ask your manager for help to find reasonable solutions. What do you have to lose, your ego? It’s okay, if you present it in a way that shows your desire to do a better job.

Can the challenging parts of your job be delegated to others? Can the difficult client(s) be handled by another peer in the organization? Is there training that could help strengthen you in these areas?

ARE THEIR ADVANTAGES TO THIS JOB?

Change your focus to the positive. What are your strengths? Start by listing the things you love about your job, including your preferrable clients. Why do you love these aspects of your job? Why do you relate so well to these clients? These are reasons to thrive in what you do.

To further identify them, CliftonStrengths Assessment can be found online to help you and your manager understand what, where and how you are best suited to serve your company, clients and ultimately yourself.

IS IT TIME TO START A JOB SEARCH?

Maybe. But don’t just jump to “I hate my job!” With selfreflection and one-on-one support from your manager, the thorny scraggle of your job could bud into a beautiful rose bush that lasts a lifetime. If you don’t have that kind of support, then yes, it could be time to look for another opportunity to thrive.

Todd Greisen, CCAM, is General Manager of Contra Loma Estates in Antioch, California.