Dealing with Difficult People in Management Rights

As a Resident Manager in a management rights property, we inevitably come across difficult people. In this webinar Frank Higginson and Guy Elliott discuss strategies for dealing with difficult people.


Top 3 Tips For Dealing With Difficult People


Resident managers are not accountable to all owners

They act for, and report to, the committee on caretaking matters and owners who they act for on letting matters. Managers do not have to take instructions form or engage with people outside that, and while best practice would be to ensure you have personal relationships with as many people as possible, you don’t have to have them with challenging people!

Evidence is all important

Video evidence will quickly separate accusations from the truth. There is no harm in protecting yourself, especially when there is a toxic person involved with their own agenda, who is making false accusations. False statements can be damaging for your business and can cause reputational harm. Don’t be afraid to let those people know they are being recorded

Every Village Has it's Idiot

Have some faith in your owners. Most people will (either immediately or eventually) see through ridiculous accusations made by difficult people in your complex. If there is a loose cannon floating around with conspiracy theories being thrown left right and centre, most owners will see straight through them.


Helpful links


Hynes Webinar Hosts


Frank Higginson photo

Frank Higginson
Partner & Director @ Hynes Legal

Frank has extensive experience in strata law and is an active participant in the body corporate and management rights industries. He regularly presents at industry events and offers thought leadership on why strata and body corporate disputes need to be resolved in a different way.



Guy Elliott Photo - webinar guest
Guy Elliott
Director & Principal @ GKM Real Estate, ARAMA Board of Directors & National President
Experienced management rights holder and onsite manager, Guy and his partner Kathryn manage Sailfish Point Resort in Mermaid Waters Qld. Principle of GKM Real Estate, Guy operates leasing and sales for a large number of owners and is well positioned to give some of the best "insiders" advice in the industry. Guy is also National President for the peak body for the Management Rights Industry, The Australian Resident Accommodation Manager’s Association (ARAMA).

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