Posts Tagged ‘Heidi Walkinshaw’

Superstar Support

Are you organised, systemised, and structured in your work? You might be the person in your team that keeps the wheels turning and ticks the boxes in every process. Perhaps you are the first point of contact for your clients, or an all-rounder supporting the team behind the scenes?

An effective and efficient support team can help the inner workings of a Property Management Department run like a well-oiled machine, if all the checks and balances are in place to ensure they are working well.

Positive internal communication that is fluid will contribute to cohesiveness as a team and external communication will be well executed if this positivity carries through to the front of house.

If you would like some further tips to hone your craft in a supporting role, head over to


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Tribunal Preparation for Success

When it comes to the task of tribunal, effective preparation is a key element in ensuring that you are well equipped before the hearing. Preparation can also support the presentation of your case while in front of the member.

While Tribunal can be daunting at times, thorough preparation at the commencement of your case can assist with achieving more positive outcomes for all parties involved including reducing the potential for conflict around the negotiation puzzle.

When preparing your case, it is essential that you are familiar with all aspects of the claim, whether you are representing as an applicant or a respondent. This will also help you to prepare the necessary documentation representative of the facts of the case.

Familiarising yourself with key legislation relevant to the case will also assist you with presentation in front of the member, as well as help with answering any questions that come your way and as part of the negotiation process.

Ensuring that you are aware of what the best possible outcome is for the Owner prior to entering hearing or conciliation rooms will also assist with finding a resolution on the day.

Above all, it is also imperative that you remain calm under the pressure, so that you can present the best possible case for your client. Preparation can assist in reducing those stress levels and ensure you are putting forward the best possible case.


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Lead to Empower

When leading a team, there can be some challenges along the way as we negotiate through different personalities. Effective communication from key stakeholders within the team is necessary to empower the team in achieving common goals.

Transparency is key in the delivery of messages and enables the team to understand their goals. It also gives all parties the potential to understand the expectations of the business in addition to managing their own expectations. 

 Accountability for individuals can be as simple as adding a daily wrap into their schedule, summarising daily achievements. This can also assist leaders in understanding the playing field and manage any potential challenges.

Remember that we all make mistakes and it is part of the learning journey. Encourage the team to share mistakes and manage them as soon as they happen so that it becomes a collaborative learning experience and an opportunity to weed out potential issues.

Availability and approachability in leaders is imperative in building trust and rapport, especially if they have any concerns that need to be managed. Setting boundaries around availability is however important and standing or walking meetings can help in cutting down meeting times to achieve deadlines and goals.

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What does a successful 2018 look like?

We’re now into the final part of the year – usually a time when we’re trying to tie up loose ends and evaluate how successful our year has been.

At this time, it’s important to remember that success means something different to everyone. While there are those who are kicking amazing goals in their achievements, there are others where basic survival is necessary just to claw to that end of year deadline.

During this last quarter, it is a great opportunity to take a step back, pause and look at your business and where it is currently positioned. Are there still some areas that need to be achieved to ensure that you are on the road to hitting those goals that you planned out in the first quarter of 2018?

When we are looking at your Property Management Department, there are a few key areas that are essential to take a look at when gaining an overview of it’s functionality:

  • Systems – are they up to the challenge to help you achieve your goals and keep your cogs turning effectively? If there are some gaps, are they identifiable and what needs to change to ensure that they are water tight.
  • Technology – Is the current technology in your office working for you or is there something out there that may help to achieve less stress and give you back more time. Keep in mind there are so many options and it is never a one size fits all approach. Find what works best for your team.
  • Training – are your team up to date with their training and understanding of all that is required of their role, compliance and managing your client’s assets.
  • Growth – have you achieved the growth that you aimed to this year? Have there been any road blocks along the way, what were they and do any changes need to be made to get to that goal?
  • Reporting – is there a reporting process in place to measure the KPI’s of your team and ensure that you have your finger on the pulse?

If any of these steps seem a little daunting and you aren’t sure of where to begin, don’t forget that you can contact the team at Real+ to have a talk about options and what is required to get you on track. A little end of year health check may just be the thing to identify any areas for improvement and ensure that you hit the ground running in 2019.

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Plan for the unplanned

When things turn pear shaped with the weather systems, do you have a plan in place to manage the unexpected?

Dorothea McKellar wrote long ago about a sunburnt country with droughts and flooding rains. This is the environment in which we live, one that cannot be controlled. So, if those flooding rains buffet the door of your office and properties under management, do you have a plan in place to manage the repairs that often come with the wild weather?

In many cases we find that offices don’t always have a plan for the unplanned, until the inevitable happens and it can become a mad scramble to ensure everything is taken care of.

Action Plan

An action plan will assist in ensuring that you can manage the deluge of repairs that can come with the change in elements and some areas that you might like to consider:

  • Complete a risk management assessment table with your risks, impact to your business, mitigation strategies and contingency plans.
  • Identify any areas in your business that you cannot operate without should something happen.
  • Complete an emergency management and recovery plan and communicate that plan to all staff so that they are aware of the procedure.
  • Include in any plans a list of emergency contacts such as trades, state emergency services, police, fire and ambulance. This list is also handy to provide to tenants who won’t always know what to do when it comes to these matters.
  • Develop an evacuation plan and ensure you have covered any additional procedures required under likely emergency scenarios.
  • Prepare an emergency kit and include items such as key documents, phone numbers, torches, first aid kits, portable radios, plastic bags, spare batteries and water. Place these in a prominent location and ensure that staff are well informed.
  • Appoint an emergency action team, rehearse your action plan and most importantly, keep your plan up to date.
  • Check that your insurance covers for risks associate with your business.
  • Store all important documents in a secure location and ensure that you have regular backups of your digital data and secure offsite storage for those backups.
  • Research the virtual office services that could be useful in an emergency (such as a telephone answering service, mail forwarding, or a remote secretarial service).

Remember, when it comes to any kind of emergency, stay safe and don’t forget to let the emergency services do their job to help.

Real+ Training are always here to help you plan for the unplanned!

Contact our team anytime or click here for more on our Training services.

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