Mediation: The Must-Have Skill for Body Corporate and Strata Managers
- Shiv Martin
- 2 days ago
- 5 min read
Insights to resolve conflict, improve communication, and reduce risk in shared living communities
Table of Contents
Why Body Corporate and Strata Managers Must Build Conflict Skills
If you manage a body corporate or strata community, you already know: conflict is not a matter of if, but when. From noisy neighbours to funding disputes, shared living brings together a wide range of personalities, expectations, and values all within the confines of complex regulations and laws.
That is why conflict resolution is not just a soft skill. It is a core leadership capability and one that is key to your success as a Strata manager.
In my recent workshop with strata professionals, we explored the tools and mindset needed to manage conflict more confidently - from early intervention to negotiation strategy. And here’s the key takeaway:
The most effective body corporate managers are the ones who are prepared for conflict and ensure that they have the skills, resources and processes in place to address conflict with calm, clarity and care.
The Top Pain Point for Strata Managers
According to recent search trends and industry reports, conflict management is one of the biggest pain points for strata professionals today. It intersects with nearly every challenge they face:
Communication breakdowns between owners, tenants, and committees
Disputes about noise, pets, renovations, and common property
Escalations involving mental health, discrimination, or repeated complaints
Legal exposure when decisions are made poorly or perceived as unfair
Emotional burnout from high workloads and constant tension
Poorly managed conflict not only drains time and energy, it impacts your ability to maintain community trust, enforce by-laws, and protect your legal standing. This is where mediation skills become essential.
Why We Struggle with Conflict at Work
During the session, I asked attendees to reflect on the hardest conflict they had managed. The responses were honest and relatable and pointed to three common challenges:
Lack of skills or confidence
Overwhelming emotions
Fear of doing harm or escalating the situation
When these challenges go unaddressed, minor complaints can evolve into entrenched disputes. But when we use a structured conflict resolution process, managers are better able to defuse tension early and maintain working relationships across the community.
The Power of Emotional Intelligence in Dispute Management
In strata and body corporate environments, emotional intelligence is your secret weapon.
Daniel Goleman’s research found that 90 per cent of the difference between top-performing leaders and their peers came down to emotional intelligence, not technical knowledge. For managers, this includes:
Regulating your own emotions under pressure
Staying open and curious when people are upset
Reading interpersonal dynamics
De-escalating rather than reacting defensively
These are the qualities that create psychological safety, reduce resistance, and allow fair decisions to be communicated clearly.
As Lao Tzu put it:
"It is wisdom to know others; it is enlightenment to know one’s self."
Moving from Position to Interest: A Smarter Way to Negotiate
One of the workshop’s most useful concepts was interest-based negotiation, a key strategy in resolving strata conflict.
Rather than focus on fixed positions (what each party wants), interest-based negotiation helps uncover why they want it. When people’s underlying values, concerns and needs are explored, there is often more room for creative and cooperative solutions.
We used the example of Jack and Jill arguing over an orange. At first, they argue over who gets it. But when asked what they each need it for, we find that Jack wants the peel for baking and Jill wants the juice. By exploring interests, both get what they need without splitting the orange or escalating the fight.
This same approach works in body corporate disputes , whether it is over noise, renovations, parking, or funding allocations. Shifting the conversation to shared interests changes everything. As a mediator, shifting the conversation to underlying interests is my main goal!
Why Compliance and Emotional Intelligence Must Work Together
Managing strata conflict is not just about calming tempers, it is also about managing risk and staying compliant. As a lawyer, I understand that Strata managers and committee members operate within legal frameworks and must follow by-laws, fair decision-making processes, and state legislation.
That is why having a structured conflict resolution process one that addresses both the emotional and procedural needs of all parties is essential. As a lawyer and nationally accredited mediator, I guide body corporate managers through this space. We balance empathy with accountability, and fairness with compliance.
This approach builds trust in the process, improves outcomes, and reduces exposure to legal or reputational risk.
When to Call in Help and When to Resolve Internally
Strata managers often ask: how do I know when to manage conflict in-house and when to bring in support?
Here is a simple guide:
✅ Resolve internally when the issue is minor (such as noise, parking, or common area use) and a quick reminder or facilitated conversation is enough.
⚠️ Call for help when there is emotional escalation, repeat complaints, or a breakdown of communication. Or when you feel that you are being targeted as part of the complaint.
⚖️ Seek external input if legal, safety, or discrimination issues are involved. You need to ensure you manage any legal risks here, but it doesn’t mean heading to the Commission or Tribunal straight away.
👥 Use a neutral facilitator or mediator when multiple parties are involved or the committee is divided. Often what is needed is a neutral, third party to facilitate the difficult conversation.
🧠 Bring in specialists when mental health, trauma, or cultural dynamics require a trauma-informed or inclusive approach.
At Shiv Martin Consulting, we help strata managers plan these pathways in advance so you are not left guessing when things heat up. If you can’t manage it on your own, we are here to support you through the process.
FAQs
What causes most strata conflict?
Common issues include noise complaints, renovations, shared expenses, and committee decisions. Underneath these are often mismatched expectations, lack of clarity, or differing values.
Is conflict training really necessary for strata managers?
Absolutely. Managing strata conflict requires a mix of communication, legal knowledge, emotional intelligence, and practical tools. Training builds confidence, reduces stress, and improves outcomes.
What are my responsibilities under body corporate law?
Strata managers must act within the scope of by-laws and relevant state legislation, ensure fair processes, and avoid bias. They also have a duty to support transparent and lawful decision-making.
Can mediation help with long-standing community disputes?
Yes. Mediation creates a neutral space for discussion, helps shift entrenched patterns, and gives parties the tools to move forward. It is especially useful in communities where people must continue living side by side.
How do I book conflict resolution services with Shiv Martin?
You can visit www.shivmartin.com.au to register for a webinar and read more about our services. Book a free 30-minute consultation here. or Reach out anytime
📧 Email: contact@shivmartin.com
Final Thought
Conflict in strata settings is not a failure. It is an opportunity to build trust, clarify expectations, and improve community culture but only if managed well.
With the right skills, mindset and support, you can move from avoidance to action, from stress to structure, and from ongoing complaints to durable solutions.
Want support managing conflict in your body corporate community?
Shiv Martin is a nationally accredited mediator, practicing solicitor, conciliator, decision-maker, and certified vocational trainer. With extensive experience in complex dispute resolution, stakeholder engagement, and team building across business, community, and governmental sectors, Shiv brings over a decade of unique and diverse expertise in Law, Management, Vocational Education, and Mediation.