How Multifamily Leaders Can Use the SBI Framework for Crucial Conversations

In the multifamily industry and business, emotionally loaded conversations are inevitable.

Avoiding these challenging discussions can have ripple effects—lowering team member engagement, reducing efficiency, and impacting resident satisfaction.

Yet many multifamily leaders hesitate to engage in these discussions due to fear of conflict, uncertainty about how to proceed, or concern about emotional reactions.

The Situation-Behavior-Impact (SBI) Framework is a simple yet effective tool for tackling difficult conversations.

It uses a structured approach.

Focusing on specifics and achieving mutual understanding ensures that conversations remain constructive, even when emotions run high.

Why Multifamily Leaders Avoid Tough Conversations

Before exploring how the SBI framework works, it’s important to understand the common reasons multifamily leaders might avoid these discussions.

1. Conflict Aversion: Many leaders dislike confrontation and hope problems resolve themselves. This mindset is especially common in property management, where maintaining harmonious relationships with residents and the team you spend at least eight hours a day with is critical.
2. Fear of Emotional Reactions: Multifamily issues often involve personal matters, such as housing disputes or workplace grievances. Leaders may fear anger, tears, or defensiveness.
3. Uncertainty About Legal Boundaries: Psychological safety and resident rights may cause leaders to worry about crossing a line, particularly in conversations with team members or residents.
4. Previous Negative Experiences: If past discussions didn’t go well, the memory of those interactions could deter leaders from addressing future issues.
5. Lack of Confidence or Skills: Some leaders lack the confidence or skills to initiate or navigate these conversations effectively.

Introducing the SBI Framework

The SBI Framework—Situation, Behavior, Impact—offers a straightforward structure of tough conversations. Focusing on facts and avoiding accusations helps diffuse tension and encourages problem-solving. Here’s how multifamily leaders can apply it:

1. Situation: Describe the specific situation where the issue occurred. This sets the context and ensures clarity. For example:
   “During last week’s team meeting…”
2. Behavior: Focus on the observable behavior that needs to be addressed. Avoid interpreting motives or making assumptions. For instance:
   “…you interrupted others several times while they were speaking…”
3. Impact: Explain the impact of the behavior. How did it affect the team, residents, or operations? Highlighting consequences fosters accountability. For example:
   “…which disrupted the meeting flow and left some team members feeling unheard.”

Why the SBI Framework Works in Multifamily Leadership

Multifamily leadership is complex, involving multiple stakeholders, each with their own priorities and emotions. The SBI framework minimizes miscommunication by grounding conversations in facts rather than feelings. This approach is particularly valuable for:

• Resident Interactions: When addressing noise complaints, lease violations, or overdue rent, using the SBI framework ensures conversations remain professional and solution-oriented.
  Situation: “In the last two weeks, we’ve received three complaints from neighbors about loud music late at night.”
  Behavior: “The reports indicate that the noise is coming from your unit after 11 PM.”
  Impact: “This disturbs other residents, creating tension in the community.”
• Team Management: Discussing underperformance or interpersonal conflicts with team members becomes less intimidating with the SBI framework. It allows leaders to address behaviors without personal attacks.
  Situation: “In yesterday’s team briefing…”
  Behavior: “…you raised your voice when disagreeing with a colleague.”
  Impact: “This created a tense environment, and others hesitated to contribute to the discussion.”
• Supplier Partner Relationships: If a contractor misses deadlines or delivers subpar work, SBI helps communicate concerns clearly.
  Situation: “On our last project at the Elm Street property…”
  Behavior: “…your team didn’t meet the agreed-upon timeline for landscaping.”
  Impact: “This delayed our resident move-ins and strained our relationship with new residents.”

Preparing for an Emotionally Loaded Conversation

Even with a structured framework, emotionally charged conversations can feel daunting. To approach them effectively, multifamily leaders should:

• Practice Active Listening: Be prepared to listen without interrupting or becoming defensive. Emotional responses often diminish when people feel heard.
• Anticipate Reactions: Consider how the other party might react and plan your responses accordingly. For example, if a resident becomes upset, empathize while steering the conversation back to solutions.
• Choose the Right Setting: Privacy is key when addressing sensitive matters. A quiet office or neutral meeting space can help both parties feel comfortable. And a round table is helpful.
• Rehearse Key Points: Practicing your opening statements ensures clarity and reduces nervousness. Avoid memorizing a script—stay flexible for a natural flow.

Benefits of Addressing Issues Early

Procrastinating on tough conversations often worsens the situation.

For example, unaddressed team members conflicts can escalate into toxic work environments, while ignoring resident complaints can lead to bad reviews and higher turnover.

Tackling problems early keeps them manageable and demonstrates strong leadership.

Using the SBI framework, leaders can turn these challenges into reps that lead to growth.

By addressing behaviors rather than personalities, they create trust and accountability among team members and residents alike.