A manager’s job would be easy, simple, and straightforward in a perfect world. They would find and resolve problems around the property, oversee projects to improve the building, compile quotes and draft clear reports for their board of directors. Board members would, in turn, work together as a team, valuing the manager’s work and limiting their involvement to helpful discussion and decision-making.

Sadly, we do not live in a perfect world, and for many managers, the job is anything but simple. Despite being technical experts in their fields, the hardest part of the job for many managers is putting up with the people – and politics – that make up their day-to-day work lives.

Navigating the political pitfalls of the job is in many ways harder than the job itself. Fixing a boiler is one thing. Repairing a boiler when your directors are at war with each other and cannot decide on a contractor is quite another. What’s worse, in these scenarios, board members sometimes try to get the manager to “take sides” against the other directors. Managers who try to stay out of the situation can also find themselves on the losing side since maintaining a neutral stance can be perceived as uncooperative.

Similar pitfalls can occur when a board makes a decision that is entirely at odds with the homeowners. A board that eliminates cleaning services to save on operating costs expects the manager to stand up for them when the owners come knocking to complain about uncleanliness. Managers that do risk alienating the owners, and those that do not may appear to be throwing the board under the bus.

Then there are the rare times when board members want to break the rules. Some board members may “forget” to pay for chargebacks or locker fees. Some may even go so far as to try and influence elections to help themselves or their friends stay in power. A good manager will do their best to push these individuals to do the right thing but know that trying too hard can cost them their jobs.

So, what can be done to avoid these pitfalls? For managers who have been in situations like these, it is easy to feel stuck. Condominium managers are not politicians, and none of our training touches on these scenarios. But, with the right advice and some practice, it is possible to learn to play the game and keep your head above the water.

Stay Impartial
Staying neutral is a great strategy but must be done carefully and correctly to work. As mentioned above, managers who try to remain neutral can still be accused of taking sides if their inaction is seen as a lack of support for one side or another. If you are going to stay neutral, do so loudly and make it clear that you are not willing to get involved in a board dispute. If there is a deadline involved, introduce other options, set deadlines, and do your best to take charge of the situation. By showing that your interests are aligned with what is best for the property, these directors may respect you enough to leave you alone.

Avoid Gossip
Enforcing unpopular rules is never easy, but a good manager should never take sides. Gossip is like a game of broken telephone, and an offhand comment to an owner can come back to the board as a full-blown call for revolution. It is always better to keep your personal opinions to yourself.

Be Consistent
Any strategy is only as good as its execution. A manager needs to be consistent in how they react to problems so that board members and owners know what to expect and keep you out of the crossfire. Even for the tough cases where directors break the rules, a predictable manager who is seen to have the building’s best interests at heart will have a much easier time than one who gossips and takes sides.

Any job that deals with people also deals with politics, and a manager’s job will always be more than the work itself. The best way to avoid getting stuck in a lose-lose situation is to stay impartial, keep the property as your top priority, and be consistent in your behaviour. In other words, the best way to play the game is to avoid playing at all. 

Eric Plant, RCM, is a director at Brilliant Property Management Inc. and is a member of the ACMO Board of Directors. He can be reached at eric@brilliantproperty.ca.
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