COMMUNICATION STYLES: ADAPTING FOR BETTER COMMITTEE OUTCOMES

“A good strata manager doesn’t just know the legislation — they know how to translate it for every audience in adaptable communication styles.”

Understanding Different Communication Styles

No two committees are the same. Some prefer detailed reports and written correspondence, while others value quick phone calls or informal chats. These preferences reflect distinct communication styles — formal versus informal — and both have their strengths.

Formal communicators appreciate documentation and structure, which support compliance and accountability. Informal communicators, on the other hand, value responsiveness and connection, often leading to faster resolutions.

An effective strata manager finds the balance. For instance, a friendly conversation might be followed by a concise email summary to ensure both engagement and proper record-keeping. The key is respecting the communication comfort zones of all involved while maintaining professional standards.

Rule-Oriented vs Practical Decision-Makers: Communication Styles

Committees also differ in their approach to decision-making. Some are rule-oriented, ensuring every motion aligns with the Body Corporate and Community Management (BCCM) legislation. Others take a practical approach, prioritising fair and workable outcomes, even if they stretch the rules.

Both perspectives offer value, but extremes can create issues. Too much rigidity can slow down progress, while excessive flexibility risks non-compliance. A good strata manager bridges these perspectives — helping committees find compliant yet practical pathways forward.

This balance requires both technical expertise and strong communication skills. Explaining why certain rules matter and how to apply them effectively can prevent frustration and build confidence in the management process.

Delivering the Message — and Making It Stick

The same information can be received very differently depending on its delivery. A comprehensive report may comfort a process-driven chairperson but overwhelm others. A brief verbal update may be efficient but risk misinterpretation.

That’s why delivery matters as much as content. A thoughtful manager tailors communication to suit the audience:

• Formal committees appreciate structured, well-referenced reports.
• Informal groups often respond better to short, clear summaries with verbal follow-ups.
• High-tension situations require calm, neutral, and empathetic language.

The goal is not simply to send a message, but to ensure it’s understood in the right context without confusion, offence, or ambiguity.

Adapting Without Losing Professionalism

Flexibility doesn’t mean sacrificing professionalism. It means understanding that people process information differently and adjusting accordingly.

By adapting tone, detail, and timing to suit the audience, managers build trust and rapport. When stakeholders feel respected and understood, they’re far more receptive to guidance and collaboration which ultimately leads to better outcomes for the entire community.

The Takeaway: Communication Is a Core Management Skill

In strata management, communication isn’t a “soft skill” it’s an essential one. The most effective managers combine deep legislative knowledge with the ability to interpret and translate that knowledge for varied audiences.

By adapting to different communication styles, managers help committees stay compliant, cohesive, and confident in their decisions. In doing so, they not only prevent misunderstandings but also foster a stronger sense of community and shared purpose.

Article Contributed by Karl Hope, Senior Strata Community Manager at Archers the Strata Professionals.

About the Author
Karl Hope is a Senior Strata Community Manager with extensive experience in community management across Queensland. Known for his practical approach and clear communication style, Karl specialises in helping committees navigate legislative complexities while fostering cooperative, well-informed communities.