Conflict Resolution-A Real Estate Agents Guide

The Real Estate Agent’s Guide to Conflict Resolution in Sales

It’s hard to avoid conflict entirely unless you are going to live in a cave or bubble. Disagreements are a part of human nature. It is healthy to have a variety of available opinions, but like anything, it’s all in the way that we handle the disagreements and differences that determine whether we are successful or a clod. But it’s not easy. It’s expected to have difficulty navigating potential conflicts, and ways to address them throughout your real estate career are not always found naturally. It is essential to learn and develop conflict resolution techniques as you grow your clientele and business. What can be done to ensure the happiness of all parties and show your success as an agent?
There is a laundry list of items that can be blamed as the source of conflict. Two of the most significant, but rarely identified, are poor communication and interpersonal tension. These conflict instigators can quickly escalate simple disagreements into raging issues. As conflicts remain unresolved, they fester and grow, diminishing productivity as well as damaging any chance of a good relationship. Successful real estate agents need to develop and utilize these quality skills to manage and diffuse conflict.
Conflicts can involve all types of people and relationships; therefore, it is impossible to have a generic, overarching solution that can be expected to solve all resolution needs. Throughout your career, you will see the gamut of disagreements. All conflicts are unique situations and should be resolved individually as well. A confrontation with an angry customer or client is very different than disagreements amongst colleagues in a firm. If you discover a conflict that is preventing you from achieving goals for you or your client, ask yourself the following:
1.Who are the players? Is the disagreement between the clients or between the client and yourself? Is the disagreement really a conflict within the buyer or seller's own personal relationship that is affecting the entire transaction result? Is there some underlying emotional issue that could be causing the conflict? (children staying in the same school district, loss of employment, divorce, etc.)
2.What are they disagreeing over? Is it over a financial aspect of the deal? Does it have to do with their relationship with you? Could it be stubbornness or anger because of a separation or divorce?
3.What is your role? Are you a trusted mediator? Do you need to bring in some assistance? Are you one of the conflicting parties? How can you both represent your client and be a trusted source for fair negotiations?
As quickly as possible, the conflict resolution process should begin. The conflicting parties should be involved, and if needed, you can bring in assistance to create a fair and neutral environment. This is where a strong professional network base comes in handy. Attorneys, other agents, or even a professional mediator will be of great assistance in these circumstances. All that may be needed is a casual conversation to release whatever grudges or hostilities may have been pent up, or it could go as far as the filing of a formal grievance. It is your job to figure out what events need to occur so that resolution can happen promptly and everyone can move on to achieving their goals.
In virtually all cases, handling and settling a conflict involves the ability to ensure that everyone is heard, and that each person’s opinion is respected. This involves a skill that not everyone has. This skill will aid in resolving the issue to reach a mutually beneficial solution. So, what is this magic skill? 

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