Property Management

April 8, 2025 Published by Golden Horseshoe Chapter - By Shawn Machado

Navigating Condo Conflicts

From the Volume 23, Spring 2025 issue of the CCI GHC Condo News Magazine

On January 31st 2025 CCI-GHC returned to the Canadian Heritage Warplane Museum for the chapters first in person event of the year Navigating Condo Conflicts Lunch and Learn Moderated by Ryan Griffiths Managing Director at Condominium Lending Group and an expert panel consisting of Marc Bhalla from the Condominium Authority of Ontario, Mike Fernandes Vice President at Regal Security Inc and Shawn Machado Community Director at Maple Ridge Community Management.

Conflict resolution is an essential part of condominium management, requiring a balance of communication skills, situational awareness, and a firm understanding of governing documents. Effective strategies can reduce disputes, promote cooperation, and ensure a well-functioning community

Communication plays a fundamental role in resolving disputes. The way a message is delivered significantly influences how it is received, with tone and body language often carrying more weight than words alone. Active listening is a crucial skill, allowing managers and board members to engage meaningfully with residents by demonstrating attentiveness and understanding. Responding with empathy fosters trust and helps de-escalate conflicts before they intensify. Framing conversations in a non-confrontational manner, such as acknowledging concerns and guiding discussions toward solutions, allows for productive dialogue rather than heated exchanges.

Situational awareness is another key component in managing disputes, particularly when interactions become tense or involve potential security concerns. Recognizing the environment and reading behavioral cues can help anticipate and diffuse conflicts before they escalate. Understanding when to maintain distance, seek support, or reinforce safety measures ensures that disputes are handled without compromising personal security. Trusting instincts and being mindful of both verbal and non-verbal signals allows for proactive decision-making in high-stress situations.

A strong grasp of condominium governance is equally essential in resolving conflicts fairly and consistently. The Condominium Act, along with a corporation’s declaration, by-laws, and rules, provides the framework for decision-making. These documents help eliminate ambiguity, offering an impartial reference that removes personal bias from enforcement and mediation. By clearly communicating the rationale behind regulations and consistently applying rules, property managers and board members can maintain credibility and prevent disputes from escalating.

A proactive approach to education also plays a role in conflict prevention. When residents understand the policies that govern their community, misunderstandings are minimized. Providing accessible summaries of key rules and regulations, explaining the reasoning behind specific provisions, and reinforcing expectations through regular communication help create a culture of transparency and cooperation. Clarity in enforcement and consistency in rule application build trust between management and residents.

Dispute resolution requires a structured approach, often beginning with direct engagement and mediation. When informal resolution efforts are unsuccessful, Ontario’s Condominium Authority Tribunal provides an accessible avenue for handling disputes related to nuisances, noise, pets, parking, and rule enforcement. More complex disputes, such as those involving financial mismanagement or governance conflicts, may require mediation, arbitration, or legal intervention through the Ontario Superior Court. Understanding the appropriate channels for escalation ensures that conflicts are handled efficiently and within legal guidelines.

By prioritizing clear communication, maintaining situational awareness, and adhering to governing documents, condominium boards and managers can foster a harmonious community. Early intervention, professionalism, and a commitment to consistency help prevent minor disagreements from turning into prolonged disputes. A well-managed condominium is not only defined by its physical upkeep but also by the effectiveness of its conflict resolution strategies, ensuring that all residents feel heard, respected, and confident in the integrity of their community leadership.

Shawn Machado RCM
Community Director at Maple Ridge Community Management