Communication and the importance of it in live, work and business

All live creatures communicate, that is a fact. Although plants do not have speech capability but they have beautiful flowers to attract insects to help them pollinate. Animals communicate and though to our ear their sounds are incomprehensible, but among them they would understand each other. As long as we and the other creatures socialise in our community and environment, communication is an important tool of interaction.

The need for communication is not only one way. It can be an internal and external need. An internal need means our own need while an external need will be for others. It is not sufficient that we always prioritise our own need, we also have to consider the need of others. If we are able to provide a balance consideration of everyone's need plus ours, everyone will derive the right benefit from the communication.

Take for example a customer who requires service from a technician to repair a computer. The customer's need will be to resolve his or her problem or issue with the computer in a timely and affordable manner. The technician's need is to be paid adequately for the service. In the process of servicing the computer, the customer will like the technician to inform him or her what is the problem or issue with the computer. Then provide options based on pricing, durability and other alternatives. All these will require communication.

Recently I had engaged a property agent to let out my condominium. He was a young chap and seems to be eager to impress me. He got two prospective tenants for viewing. The second viewing landed him with intent to rent from the customer. We discussed on rental and I provided a RM100 discount. A few days after, that he asked me how many parking lots I have at the condominium. I told him the parking lot was not discussed during the viewing and if the tenant requires it then I will charge RM100 per month. So I got back my asking rental.

Before I was paid the booking fee, I asked him to see the tenancy agreement draft that he would be using as I want to check the terms. Initially he was reluctant to provide it to me and seem to take for granted that the tenancy agreement will not be a problem. After I threaten him that I would not go ahead with the deal, he emailed me the document.

I read through the document and found serious legal and sentence structure flaws in the draft. I told him but he did not believe me. He asked me what the flaws were. I told him that as a professional property agent, he should be asking his legal officer. If I were to show all the flaws, then he needs to pay me RM1, 000 for professional legal advice. He disagreed.

Later someone called me. Apparently he was the supervisor at the property agency. He confided to me that the tenancy was taken from a property website and they did not check the wordings. I then asked them how much are they charging for the tenancy and stamping fee. It was a whopping RM280. With stamping of only 20%, the rest will be pocketed. He said that prior to this no one had ever asked this question and thought that I was a lawyer. I told him I am not but I manage contracts. Eventually he agreed to let me handle the tenancy and I will be paid the RM280.

As the time for the tenant to move in comes nearer, the property agent did not provide me any update. I was only paid the half month rental for booking fee but there was no meeting set for tenancy signing and payment of all dues before I can surrender the key. A day before the move in date, he frantically set up a meeting but the tenant did not have enough cash to pay all the money dues as it was a long weekend and they were only told about the meeting that day itself. I was very furious. How can I surrender the keys when I am not paid and how come the tenant was not informed earlier. The property agent failed miserably in his job. He showed a lack of commitment and failed to communicate timey to all parties.

What are the learning points from this? These will be as follows:

1. Understanding is important in any communication. When he was asked for a copy of the tenancy agreement, he did not try to understand why did I need it.


2. Confrontation is a BIG NO. All feedback and complaint needs to be heard. If it is a fact then remedy, if it is based on perception, correct it or change the way we communicate.


3. Assurance will provide confidence. When he was confronted of the tenancy agreement flaws, he should have said that he would ask his supervisor or company instead of asking me as I know he himself would not know it unless he has experience in tenancy.


4. Update is important even if there are no news. Updating all parties to the deal is important. This will enhance confidence and follow up sales. He did not provide any update after getting the half month rental booking and only arranged a meeting in a hasty manner.