Communication is the Cornerstone of Successful Tenant Relationships

Now with Washington State providing free legal representation for tenants, housing providers are much less likely to come out ahead in disputes, and your costs can quickly escalate to result in a major negative impact on your bottom line. Rules compliance evictions have become especially difficult since recent changes to the law require that only evidence details included in the initial Comply or Vacate notice can be submitted to the court. To assist members in avoiding these difficult legal disputes, we’ve added this new article to the Support Center.

Effective Tenant Communications

While it's always been best practice to diffuse conflict when possible, it’s more important than ever to maintain positive working relationships with your tenants. Jumping into serving notices at the first sign of trouble is unlikely to result in a positive outcome. The first step to resolving or avoiding a misunderstanding is clear and accurate communication. “Seek first to understand, then to be understood” (Stephen R. Covey). One of the biggest hurdles in solving communication problems is that you are battling not only the actual issue, but the story and emotions people assign to what things mean. Consistent and appropriate behavior is what will strengthen the relationship if issues arise. Let’s start by reviewing what makes up good communication.

Communication is More Than Words

Communication is made up of three factors: our words, our voice quality, and our body language. Words we use only account for about 7% of what people hear, while voice quality relays about 38%, and our body language forms the rest. This is why people misinterpret text and email messages all the time. You can resolve many issues with a friendly phone call, giving a reminder or request.

Active Listening

Active listening and feedback are the easiest ways to build trust and ensure the other person knows you are listening. You can do this by using sentences like, “If I understand you right, this is what you… (think, saw, heard),” or “I can appreciate how you feel and I need you to understand my (needs, perspective) as well.” Most people can appreciate how someone else may feel or could misinterpret something, and most people can understand both sides and be empathetic, even if they do not necessarily agree.

Avoid Causing Defensiveness

Avoid making directly accusatory statements like: “You did” or “why did you?” Instead, try using an evidence-based fact-finding statement like, “It was reported that (xyz) happened, what can you tell me about that?”

Focus On Practical Outcomes

As the professional, manage your emotional state even during extreme conflict. The easiest way to do this is to be fully prepared.

• Remember that you are not responsible for the actions of others.
• Enter into discussions with an open mind and use active listening.
• Come prepared with acceptable outcomes in mind.

One of the best questions to ask up front is, “What needs to happen in order for… (You to be happy, this to be resolved).”

Use Legal Action as Last Resort

There is usually a difference between doing what is right vs. enforcing your rights. It’s important to choose your course of action based upon all of the circumstances and potential risks. Most lease compliance issues can be handled with a respectful verbal reminder, while major violations may be best handled through documentation and following the legal process.

When choosing the legal process course of action, there are some very important questions to ask yourself:

• Could there have been a valid, forgivable reason for the violation?
• Did I witness the violation personally, or is my knowledge of it hearsay?
• If it was reported to me, is there proof, was the reporting party willing to make a written statement? How dependable and credible is the witness?
• Can I include all the information on the notice form that will be needed to make a valid case?

Do not ever make assumptions when discussing the issue or filling in a Comply or Vacate Notice. Always focus on evidence. Even if the police are involved and you have a case number, remember that the facts of the case have not yet been proven.

If not convinced already, in this new environment, you really do need an attorney if you are in a serious dispute with a tenant or feel that eviction is necessary. There are many qualified attorneys listed in our vendor directory at RHAwa.org/vendor-directory/attorneys-landlord-tenant.

Formal legal advice and review is recommended prior to selection and use of this information. RHAWA does not represent your selection or execution of this information as appropriate for your specific circumstance. The material contained and represented herein, although obtained from reliable sources, is not considered legal advice or to be used as a substitution for legal counsel.