Test 2 stuff

Question 1

Needs and expectation of residential clients

Answer 1

• start renovation
• move in asap
• defects rectified asap
• Updates of progress of works

Question 2

ways to ensure client satisfaction/good relations

Answer 2

• smooth handover
• welcome package
• feedback platform
• follow up on rectifications
• prompt replies
• update & inform them

Question 3

conflict resolution lead to what

Answer 3

dispute resolution

Question 4

What is the most common way people deal with conflict?

Answer 4

Avoid it :)

Question 5

What does conflict mean?

Answer 5

Exist when one person has a need of another that is not met

Question 6

Steps of conflict resolution

Answer 6

1. Express Need
2. Find out if need can be met

If yes, than resolution!!! :D

Question 7

What if need cannot be met? (conflict resolution)

Answer 7

Negotiate/ management of conflict.

if serious enough, may need third party to mediate the situation

Question 8

what does knowing life-time value of a customer mean?

Answer 8

• customer (especially like the dude in the vid who holds an important position in his company) can come back to their hotel for further events
• make them feel special

Question 9

What does MC mean?

Answer 9

Management Corporations

Question 10

What does SP mean?

Answer 10

Subsidiary Proprietors

Question 11

What does MA mean?

Answer 11

(Council members) and Managing agents

Question 12

Common types of disputes between what parties

Answer 12

• SP vs MA
• MC vs MA
• SP vs MC
• SP vs SP
• SP vs Upper Unit Owner

Question 13

What is SP also known as

Answer 13

Condo Owner

Question 14

What do SPs do in a SP vs MC/MA on poor maintenance of common property

Answer 14

• SP bring up matter to MC
• If e SP has an issue relating to the exercise or performance of the MC’s power, duty or function, they may apply to the Strata Titles Boards for a resolution

Question 15

what do MC do in disputes between SP and MC/MA on obstruction of common property

Answer 15

• Approach SP to remove obstruction
• send circular(s) to remind SPs that prescribed by-laws should be complied with
• Apply for Court Order to enforce by-laws
• Inform SCDF if there is a contravention of Fire Safety Act

Question 16

What can SP do in Dispute between SP and SP on inconvenience/ nuisance

Answer 16

• Talk to neighbour and try to arrive at an amicable solution
• If does not help then can bring matter to MC

Question 17

What can MC do in Dispute between SP and SP on inconvenience/ nuisance?

Answer 17

• Approach SP to comply with by-laws
• Send circular(s) to remind SPs that by-laws should be complied with
• Apply for Court Order to enforce by-laws
• Make additional by-laws to control & manage the estate

Question 18

What do MC do when
Dispute between SP and SP on inter-floor water seepage

Answer 18

• Assist to write to upper floor unit SP & request for a joint investigation with lower floor SP
• Assist both parties to resolve the issue amicably
• Inform parties that they may need to apply to STB to make an order to settle disputes or rectify complaints it they cannot resolve issue themselves

Question 19

How to approach MC?

Answer 19

• e-mail/letter to Management
• raise motion to be included in the next AGM
• Speak to MA or Council in person
• Call management office

Question 20

Common disputes brought before STB

Answer 20

• Inter-floor water leaks
• Performance or failure to perform certain duties under the BMSMA or by-laws
• Applications to convene meetings or invalidate resolutions passed by the MCs
• Car parking woes
• Complaints with regard to alterations to common property
• Applications to revoke or invalidate certain by-laws
• Supply of information by management corporation
• Management corporation requesting to enter an apartment to carry out particular work.

Question 21

Solutions to disputes(SP, MC, MA stuff)

Answer 21

• Negotiations
• Mediation
• Apply to Strat Titles Board (STB)
• Civil Actions

Question 23

Mediators

Answer 23

• a neutral, independent third party
• not the ones who made the decision
• just facilitate a discussion