People from all walks of life live together in our modern world. Our cities are often referred to as melting pots for the different cultures found within them, especially in the United States. The 2020 census data by the US government shows that the diversity index of the country rose from 54% in 2010 to 61% in 2020. This variety brings many flavors to each city and it’s one of the things that can make our neighborhoods feel like home.
Though this makes living more interesting, it does come with some other challenges and complications when we talk about property management. Earlier, all you had to do was manage the building itself, but now there’s so much more to take care of. Each tenant has different expectations and needs, depending on their own background and upbringing.
It’s really not complicated either, just think about it as a “treat others how you want to be treated” way of life that your mother probably taught you when you were a kid. So if someone wants an environment that respects the value of their culture then they should be prepared to respect other people’s too right?
Simple things like making sure everyone feels welcome at events and common spaces will go a long way. The point is that every step towards inclusivity carries its weight in gold.
Importance of Inclusivity in Property Management
Everyone thrives better when they come together rather than being alone or against each other. Most successful business projects have multiple minds involved in getting there rather than just one. That logic also applies here; if tenants see that they’re understood and valued by property managers then they’ll pass along good words about them, which is kind of free marketing for more prospective tenants!
Practices that make properties accessible and welcoming for everyone help these businesses increase the chances of people choosing them over others as well. Think about it. As a cultural minority, would you rather rent an apartment from someone who speaks only English, or from someone who can communicate in multiple languages?
Multilingual Communication Strategies
Creating Multilingual Communication Avenues
Having the ability to communicate properly is important, especially because everyone comes from different backgrounds. You might have to spend more time on talking to the tenants, but it’ll save you time in the long run, because they will know what to expect, and there will be less confusion.
To make sure that happens, all property managers should have multiple ways of communicating. Take signage for example, something as simple as having them written in two languages is enough to make sure everyone gets all announcements. For online documents and portals, translations should always be available with just one click.
Lastly, staff members who can speak more than one language guarantee that your environment will always feel welcoming no matter who you are or where you’re from. Everyone’s free to come forward with any concern they might have without worrying about language barriers getting in the way of them being understood by someone else.
For those wondering what would happen if someone decided to type out messages on their own native language then worry not! The property manager could use a customer relationship management system (CRM) that has built-in translation capabilities.
With this tool tenants can go ahead and submit any request they have on their own tongue and it will instantly be translated for staff members who can then carry out tasks effectively. Another great tool would be including multilingual chatbots on websites since they allow renters to ask quick questions at any time without experiencing any language barriers.
Training Staff for Cultural Sensitivity
To build an inclusive atmosphere staff need to know everything about diversity training the do’s and don’ts when interacting with tenants from different places. Misunderstandings can be prevented by simply teaching people to be cognizant of what they say, but more importantly, trust is built quicker between people who feel like they understand one another.
Creating content that broadens understanding of different cultures and promotes effective communication and interaction skills is best for designing a comprehensive cultural sensitivity training program. With interactive modules you could simulate common scenarios staff might encounter while teaching them about the unique cultural nuances of each interaction. A strong emphasis on tactful communication should be in each module as it directly ties into respect.
For example, one module could focus on why you need to remove your shoes before entering certain apartments ─ which is customary in many Asian and Middle Eastern cultures ─ as well as how to communicate respect for this practice when entering a resident’s home for maintenance or inspections.
Modules can even include role-playing to practice asking permission and showing appreciation for the tenant’s cultural norms, as well as managing work within the unit during traditional quiet times or religious observances. Staff should be able to anticipate and navigate potential cultural sensitivities so they can make an informed property management team that treats everyone with respect.
Community events
Community events celebrating various holidays and traditions are perfect examples of how one could celebrate cultural diversity. They do more than just give tenants a chance to share their heritage; they also create an opportunity for neighbors to learn from each other.
For instance, hosting an Asian Lunar New Year festival or a Diwali celebration for people from Indian backgrounds is a good idea for improving relations and relationships between tenants and property managers in diverse communities. It shows genuine interest and respect towards your tenants’ various cultures.
It fosters a sense of community and belonging at the same time. These events provide tenants with a platform where they can share each other’s customs. That by itself helps foster cross-cultural understanding and connection. As long as property managers actively participate in these celebrations (alongside being present), they can break down barriers, build trust, while also showcasing their commitment to inclusion — all things that correlate with increased tenant satisfaction and loyalty.
Including them in planning definitely helps too. This way it feels like they’re taking part in something bigger than themselves. Which will transform this group of people into a vibrant group of individuals who strongly believe in unity.
Understanding Needs Of Tenants From Minority Cultural Backgrounds
To better understand what these needs might actually be, there are active listening techniques one should use alongside open communication:
Create an inclusive environment
Make sure your tenants feel comfortable opening up to you. If they don’t, then it’ll be a little harder to find out what’s really going on with them. An inclusive environment is established by having open-door policies and creating spaces for dialogue.
Offer surveys or interviews
Every individual has a different opinion on the same issue, so by offering surveys to tenants, property managers get unique perspectives for their tenant’s personal needs and preferences which can then be accommodated.
Establish cultural liaisons
Property Managers will have to build a team of diverse individuals that represent all their tenant’s cultures and interests. This gives them access to ambassadors who can break language barriers (people who speak multiple languages) and provide insights on different cultures.
Provide language support
Communication is hard when two parties speak different languages. So when necessary, property managers can hire multilingual staff members to help assist tenants who may have difficulty communicating in the dominant language.
Offer cultural training for staff:
Seems like everyone should’ve done this already, but if you haven’t…what are we waiting for? Training your employees will definitely help them understand the differences between different cultures better, along with customs and traditions too. Plus, your staff will be motivated to undergo this training, because it is definitely something they can add to their resume.
Get involved with community organizations
To make changes you’ll need data and resources and who better than an organization that serves minority cultural groups? By partnering with these organizations and participating in events organized by these groups, property managers will learn what their tenants need.
Review and adapt policies regularly
A decade ago, things that were considered appropriate, like certain terms for minorities, would raise eyebrows today, because they are considered outdated. Similarly, these changes need to be reflected in your policies for tenants. Without up-to-date information, your efforts at inclusivity may come off as misguided or inappropriate.
By taking an active role in trying to understand the needs of tenants from minority cultural backgrounds property managers will be able to create an environment that is more inclusive and nurturing for everyone living there. Make your motto ‘unity in diversity’, and you’ve got yourself a tightly knit community of cooperative tenants!
