Break the Tension in 3 Steps

August 2, 2011

Tense situations may arise in real estate negotiations, whether agents are venting about income reductions in the current market or consumers are frustrated about how difficult it is to obtain a mortgage or sell a home. 

Rosabeth Moss Kanter, a professor at Harvard Business School, says tense situations can be disarmed if leaders first demonstrate empathy.  When clients are frustrated that their home is not selling, REALTORS® should allow them to vent, share their feelings, and let them know what they are doing to get the home sold. 

Offering support also is important, so brokers dealing with new agents who have not completed a transaction should empathize with them, remembering their own first difficult weeks, then offer to meet with agents to see how they can help. 

Finally, Kanter recommends trying to uplift the other person.  When REALTORS® deal with buyers who lose out on a home or struggle to obtain financing, they should empathize with their situation, offer assistance, and encourage them to stick with it, staying focused on the big picture.

Source: "Three Steps Real Estate Leaders Can Use to Disarm Tense Situations," AgentGenius (08/01/2011)

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