The Human Element in Strata Communication: Building Better Communities Through Empathy, Respect, and Realistic Expectations 

In an era where digital communication dominates, it’s easy to overlook the people behind every email, message, or notification. Nowhere is this more evident than in strata communities, where residents, committee members, and strata managers must collaborate to maintain harmonious and well-functioning buildings. Take time to remember the human element in strata communication, emphasising that empathy, patience, and respect are key to a thriving community. 

Seeing the People Behind the Messages 

Strata managers often oversee dozens sometimes hundreds of properties, each with its own unique challenges, personalities, and urgent issues. The expectation of instant replies to every query or concern does not reflect the reality of their workload. People sometimes forget that strata managers are juggling a high volume of emails, phone calls, and in-person requests every day. Delays aren’t usually due to neglect, but rather because managers are prioritising emergencies or waiting for the right information to provide a thorough response.” 

Recognising that every message is handled by a person with competing demands encourages patience and understanding. Empathy for both strata managers and volunteer committee members can transform the tone of community interactions. 

Setting Realistic Expectations: Why Instant Replies Aren’t Always Possible 

Immediate responses are rarely feasible in strata and community management. Establishing clear and realistic expectations about response times can help reduce frustration for all parties involved. 

Industry guidelines often recommend allowing 24 to 48 hours for non-urgent emails. This window gives strata managers the space to triage requests, investigate issues, and provide comprehensive answers, rather than rushed or incomplete replies. For urgent matters such as safety hazards or building security residents should clearly mark the urgency in their communication. 

Residents can help streamline this process by categorizing their concerns appropriately: 

  • Urgent: Leaks, safety risks, security breaches, or anything that could cause harm or property damage. 

  • Routine: Maintenance requests, booking shared facilities, or general inquiries. 

By flagging urgent issues and being patient with routine ones, residents help us prioritize and respond more effectively.  

Embracing Respectful and Professional Communication 

A positive community atmosphere hinges on respectful communication. Here are some best practices experts recommend: 

  • Use Clear, Concise Language: Avoid ambiguity by stating your concern directly, providing all necessary details such as dates, times, and relevant documentation. 

  • Be Courteous: Open messages with a polite greeting and thank the recipient for their time and attention. 

  • Avoid Assumptions: If there’s a delay, don’t assume it’s due to negligence. Instead, ask for an update or clarification. 

  • Express Appreciation: Acknowledge when issues are resolved or when a manager goes above and beyond. 

Professionalism and courtesy go a long way, especially when tensions run high, itt sets the tone for a constructive dialogue. 

Choosing the Right Communication Channel 

Not all issues require the same approach. Selecting the most appropriate communication method can make interactions more efficient and effective: 

  • Emails: Best for formal requests, documentation, and non-urgent matters. 

  • Strata Portals or Websites: Many communities now offer digital platforms with answers to common questions, updates on building works, and a place to log requests. 

  • Community Meetings: Ideal for open discussion, raising broader issues, and receiving immediate feedback. 

  • Bulletin Boards or Newsletters: Useful for sharing information with all residents, such as upcoming maintenance or community events. 

Utilising these channels appropriately not only streamlines communication but also ensures messages reach the intended audience in the most effective way. 

Encouraging Two-Way Communication and Feedback 

Effective strata communication is a two-way street. Encouraging feedback and open dialogue between residents, committee members, and management builds transparency and trust. Some buildings conduct regular surveys, host suggestion boxes, or hold quarterly forums to gather resident input. These initiatives give residents a voice and provide valuable insights for management. Active listening by both residents and managers demonstrates a genuine commitment to community well-being. Addressing concerns promptly and thoughtfully reinforces a sense of collaboration and shared responsibility. 

Picking Up the Phone: When a Conversation Works Best 

While emails are convenient and provide a written record, sometimes a quick phone call can resolve issues more efficiently. A conversation allows for immediate clarification, conveys tone and intent more effectively, and can expedite decision-making. 

Strata and Community managers often appreciate when residents request a scheduled call, as it gives them time to review the issue beforehand and provide informed responses. Similarly, committee members who are often volunteers with full-time jobs and families benefit from planned discussions rather than unexpected calls. Some misunderstandings can be cleared up in a two-minute call that might otherwise take days of back-and-forth emails. 

Recognising and Respecting Volunteers 

Committee members are the backbone of many residential communities. They dedicate personal time often after hours or on weekends to attend meetings, review documents, and make decisions that benefit everyone. 

It’s important for residents to remember that committee members are volunteers, not paid employees. Approaching them with respect, patience, and gratitude fosters a cooperative environment and encourages continued involvement. Remember that volunteers are more likely to stay engaged when they feel appreciated and respected. 

Tips for Effective Strata Communication 

To help residents and managers communicate more effectively follow these strategies 

  1. Research Before Reaching Out: Check the scheme’s portal, building newsletters, Minutes, or previous emails for answers before contacting management or the committee. Sometimes the answer is freely and quickly available without the need to contact anyone. 

  1. Be Specific: Clearly outline your concern, including all relevant details and supporting documentation. More information the better. 

  1. Maintain Professionalism: Use respectful language and tone, even when expressing dissatisfaction or frustration. Remember that emails and written communication for part of the permanent records of the scheme. 

  1. Be Patient: Allow reasonable time for responses, understanding that urgent matters will be prioritised. 

  1. Follow Up Appropriately: If you haven’t received a response within the expected timeframe, send a polite follow-up rather than multiple urgent messages. 

  1. Acknowledge Good Service: A simple thank-you or positive feedback can go a long way in building morale and goodwill. Strata Managers and committee volunteers are rarely provided thanks. 

The Bigger Picture: Building a Harmonious Community 

Ultimately, effective strata communication is about more than just resolving issues—it’s about building a respectful, supportive, and harmonious community. By setting realistic expectations, embracing courteous communication, choosing the right channels, and encouraging open dialogue, residents and managers can work together to create a positive living environment. Behind every message is a person striving to contribute positively to the community. A little empathy and patience can make all the difference.” 


Disclaimer: 

This article is intended for general educational purposes only and does not constitute legal or financial advice. Readers should seek independent legal and professional guidance relevant to their specific circumstances and jurisdiction  

Narada Kapao | StrataYou

Narada is no stranger to the strata sector, having worked across a number of strata and property management services companies over the years—but owning in strata has given him an entirely new perspective.

As a new owner, he has seen firsthand the ups and downs of strata living, which has inspired him to help other owners better understand how it all works and how they can get the most out of both their unit and their community as a whole.

Together with his vast network of industry experts and trusted thought leaders (i.e. people who know a lot more than he does), Narada sheds light on key issues from across the strata sector in a simple and digestible way.

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