Are you getting the most out of conferences & training events?

Illustration: Oscar Ramos Orozco

With conference season in full swing, and of course ARPM 2014 (Australasian Residential Property Management Conference) just around the corner it is important to make sure that the time spent away from the office is both productive and effective. If you’re going to spend money to sacrifice a significant portion of valuable time that could be spent taking action, then we’d better make it worthwhile!

I’m a huge believer of taking time out to work ON the business instead of IN the business – but we get so busy keeping up day to day that we often forget to put time aside to develop and improve our service, systems and ourselves - time purely committed to getting better at what we do and how we do it.

So with this committed time, it’s important to me to be as organised as possible leading into the conference or training event so you can focus, actively listen and take in as much as possible; as well as ensuring that you walk away with tangible outcomes, projects to action and new ideas to implement.

Of course post-conference, we want to feel that we have got value for our money and time spent. So how do you measure the value of a conference? Is it the number of new ideas written down? Is it the number of business cards collected? Old relationships rekindled? Time spent brainstorming with your team? Are you just relieved to sit still and listen to someone else for a change?

The defining points of value may be different for everyone but to assist you in getting the most out of your next property management conference or training event I have a great handy document of the “Top 10 Tips to get the most out of Conferences and Training Events” – simply click here and we’ll shoot it over!

Do you have a learning culture in your business?

Having a learning culture in property management will take you one step beyond simply having the skills you need to deliver a good service. It will empower your staff to achieve dramatically improved results compared to traditional businesses. Because as you are enabling staff to anticipate and adapt to change, as well as grow through innovation, they will also become more energetic, loyal and goal orientated.

Creating a learning culture requires a change in the way you see the traditional real estate model – usually heavily focused on sales training. To develop a company wide learning culture, training must become a key focus in the overall business strategy and it needs to be seen as a long term commitment (not a quick fix). A true learning culture continuously challenges its own systems and way of doing things, ensuring continuous improvement for not just the business but the individuals themselves.

Training can be a strong motivating factor for your staff, for some property managers this progress and development will be more important than money, as it helps them grow and gain new skills. It will help their performance at work and make them feel part of something bigger than themselves. Your workplace can become a business that people strive to come and work for.

On a team management level it will also get everyone functioning together, trusting and complementing each other and through having common goals will be able to produce extraordinary results. To be effective, training needs the full participation and commitment of all staff, at all levels – especially you.

To get started on redesigning your learning culture, we have a great analysis tool that can help you to identify where your company is currently at in regards to learning culture, click here to receive the “Learning Culture Audit” checklist!

If you are Real+ member, click here to visit Real TV where you can watch the webinar, 'Team Management Tools'

Are you and your team up for some role play?

Don’t worry nothing too sinister here, but after our recent Scripts and Dialogues webinar we’ve had some request from our Directors and Department managers for advice on Role Playing.  Role Play is not just valuable in the new business arena but can be a great way to build up the confidence and dialogue skills of your team.

Role Playing provides your staff a chance to act out, rather than merely talk about ways to solve problems effectively – the benefits are endless. It also gives you the opportunity to provide them with supervised practice, feedback and support in dealing with “real life” problem situations.

As a manager this kind of teaching technique will come naturally to some, however for those who haven’t dabbled much in Role Play for your team, or are looking to improve we have some tips here for you:

• Try to give advance warning of a role play. Some will need time to mentally prepare for this (or time to find an excuse not to attend, which of course they won’t be able to get passed you...)
• It is helpful for you to take the lead and act the situation out first to get things off to a good start.
• Be sure to clearly define the situation and roles to be played (some may wish to write the situation and role down first)
• The staff should be encouraged to be realistic in role plays – but should also to understand that it will usually feel a little awkward and unnatural. (The point is that skills will translate naturally in a real life situation.)
• Gentle encouragement may be needed for some staff where as some staff will take at it like a fish to water (those will be your initial volunteers).
• It is fine for you to coach them to portray their roles during the action as it provides feedback and support. Always try to swap the roles to allow both parties to have a go at each role.
• Praise all role play efforts, there is no wrong, just room for improvement.
• If there is a group situation, always encourage the group to be the one to provide the feedback on what they did well, what they could improve on and their own suggestions for the situation.

For more ideas, assistance Role Plays (new business or property management) don’t hesitate to contact Hermione at Real Plus here

Winning New Business in Property Management Through Practising Scripts & Dialogue

What are the most successful rising New Business stars in Australian property management doing to improve their results? How do they manage to sign so many new clients and deal with any objections with ease, even if they don’t have the strongest communication skills?

Well there is no other way about it, these people are undergoing regular, ongoing coaching or training, including practicing their “Scripts & Dialogue” and role plays.

Ongoing training and practicing prepares you for any conversational situation that may arise in property management or new business, and ensures that you are prepared and poised with whatever is thrown at you (which is getting tricker the more educated our clients become).

Continual practice allows you to fine tune your conversational and practical skills before taking it out on the road. It is vital to the success of not only new players in the new business world, but even the most experienced professionals, to be constantly re-training and continually developing their skills in this ever-changing property market.

If you’ve been to any of Fiona Blayney’s training sessions you’ll know she doesn’t believe in “scripts” but likes the concept of dialogue, that is, knowing what to say, but putting it into your own words or dialogue.

Often one person’s method of selling something will not feel natural to another. You need to find what works for you. Through undergoing training, coaching and role plays you are given the opportunity to develop your dialogue and turn the “scripts” into your own words in a way that not only conveys the service you are selling, but highlights your belief and passion in it.

If you are Real+ member, click here to visit Real+TV where you can watch our webinar New Business Bootcamp Breakout: Scripts & Dialogues

Leadership – When the Leader is Finding it Hard to Lead

As you may know, I work with many leaders around the country as a coach and mentor; I am very humbled to be able to provide assistance and guidance to some amazing people. I often learn from them during my sessions or receive reminders of the importance of various leadership activities and traits and at times my own short comings.

In today’s session, I was reminded of one of the biggest challenges that a great positive leader faces, is the challenge of actually leading in the right direction all the time. Being a leader can be relatively simple when things are going well, but what happens during difficult times, times when our teams are frustrated and negative? What happens when the leader shares the frustrations of their team? Today we discussed how to lead a team during this time.

Let me share a few of our findings;

• Be real with the team, let them know you too are frustrated, but convey this in a realistic emotionless manner
• Ensure the team understand you are choosing to see the glass half full, however difficult it may be
• Constantly refer back to the core values of the business, are we or how can we embrace these in the current circumstances
• Empower the team to identify what they can influence to improve, even slightly, the situation.
• Provide the team with the task of formulating solutions, several of them, and if appropriate and differing expenditure levels

In times of challenge, your team are watching your every action; they look to you for not only guidance but confirmation that “things will get better”. Your first step…. Believe it yourself!

- Fiona Blayney

New Condition Report for Residential Tenancies in NSW

In a bid to reduce the incidence of falls from windows and balconies, the NSW government has made changes to the condition report for rental premises. Effective from 1^st March, the new version of the condition report includes ‘window safety devices’ wherever ‘windows/screens’ feature.

Whichever method of condition reports you use, whether that be paper, online or a third party application, ensure that your reports are updated to reflect this change. You can see an example of the new version of report by downloading a copy from Fair Trading’s website here.

For more information surrounding window safety and the safety measures being implemented in NSW, visit the Fair Trading window and balcony safety page.