-1.png){kind=small}
The Equity Approach
The Equity Approach is Anthony A. Luna's five-principle framework for handling difficult property-management conversations with listening, collaboration and respect.
The Equity Approach is Anthony A. Luna's framework for difficult property-management conversations. Its five principles are to recognize the individual, understand and clarify the concern, explore responses together, acknowledge the person's perspective and maintain respect. Coastline's current article explains the framework through first-person observations and an illustrative conversation.
A PM company owner or operating leader can use it as a coaching structure: review what the team learned, what remains unresolved and the next step it can carry out. The article keeps decisions with the responsible person and distinguishes collaboration from permission to change terms or approve spending. Active listening is one part of the approach, rather than the whole framework.
Source: Coastline Equity: Addressing Tenant Conflict with the Equity Approach.
Frequently Asked Questions
Does using the Equity Approach mean everyone must agree?
No. The article allows for a remaining disagreement or an unavailable option. Explain what is still unresolved, what needs review and the next contact. A respectful conversation alone does not establish that the underlying concern has been resolved.
More in Operations
See all Operations terms →Access Control
Access control permits or denies requests to enter facilities or use information, systems and services.
Read definition →Activate the Experience
Activate the Experience is Coastline Equity's PME OS stage for service updates, access communication, vendor coordination and follow-through.
Read definition →Community Impact
Community impact describes the actual or potential effects of an organization's activities on people living or working in affected communities.
Read definition →Completion Time Standard
An agreed target for finishing a defined task, measured from a stated start point to a stated completion milestone.
Read definition →Corrective Action Plan
A corrective action plan records how a verified problem cause will be addressed and how the effectiveness of the change will be checked.
Read definition →