1. What the @#$%&%$#@*&!?!?!?

"If people can't behave themselves or control themselves at an AGM, that's not the place for them to attend, and probably condo living, I'd argue, is probably not for them either."

Some key takeaways:

1. Set clear expectations: Make it clear at the beginning of the meeting that there is zero tolerance for abuse towards management, the board, or other owners. Emphasize that AGMs are not platforms for outbursts, and inappropriate behavior will not be tolerated.

2. Provide alternative channels for communication: Remind attendees that the AGM is not the only avenue for addressing concerns or making inquiries to the board. Encourage them to utilize other channels such as property management, community portals, or email throughout the year.

3. Enforce rules of order and civility: Ensure that the chairperson enforces rules of order, including speaking when recognized, staying on topic, and maintaining civility. Address disruptions promptly by redirecting comments to the chairperson and discouraging direct confrontation between attendees.

2. Why are the maintenance fees so high?

"The wiggle room, or discretionary spending, that a board may have is very small when you look at all the fixed costs. "

Some key takeaways:

1. Communicate effectively: Property managers should emphasize their commitment to managing assets responsibly and demonstrate empathy towards owners' concerns about increasing fees.

2. Explain cost increases: Clearly communicate to owners that condo fees are directly tied to condo costs, which have risen significantly due to inflationary pressures. Provide specific examples such as insurance premiums, gas rates, and construction costs to illustrate the factors contributing to fee increases.

3. Simplify explanations: Limit explanations to three key components in the budget that are contributing the most to fee increases. Avoid overwhelming owners with excessive details and focus on providing clear, concise information, and use visual aids, like charts, where possible.

3. Why are we meeting virtually? “We” want to do an in-person or hybrid meeting.

"[Meeting virtually] is just so much more accessible. If you're… a parent at home who has children, you might not be able to attend. If you're on vacation, you might be unable to attend. And if there's someone with a disability, they might have a challenging time attending an in-person meeting."

Some key takeaways:

1. Highlight the advantages of virtual meetings: Emphasize benefits such as accessibility for individuals such as busy parents, those away at work, vacationers, and people with disabilities. By providing this added accessibility, virtual meetings also increase the likelihood of attaining quorum and avoiding costly rescheduling.

2. Address concerns about hybrid meetings: Discuss how hybrid AGMs come with significant additional costs, on top of requiring added effort and coordination from the property manager, which takes away from time spent managing the condo. Encourage your condo to be selective about holding hybrid meetings and consider whether the benefits outweigh the costs.

3. Share your perspective on your community’s preferences: Every community is different and you’ll want to share anecdotes about how your community feels about virtual AGMs. Virtual AGMs conducted over the years have shown that people have become much more comfortable with meeting virtually, as evidenced by higher turnouts and the near elimination of any technical issues.

4. Why isn’t management taking care of [insert maintenance deficiency]?

"I don't know any manager that wakes up in the morning saying, 'How can I make my life more difficult and more stressful by not taking care of maintenance issues?'"

Some key takeaways:

1. Highlight procedural requirements: For work requiring large capital outlays, explain that due diligence and fiscal responsibility may sometimes result in delays in addressing maintenance issues to ensure proper budget management.

2. Provide context: Any delays may have been caused by a variety of valid reasons. Offer insights into the broader context of maintenance management, whether it be labor or parts shortages, weather-related delays, or challenges in sourcing specialized contractors. By explaining these external influences, owners may gain a better understanding of why certain maintenance issues take time to resolve.

3. Clarify responsibilities: Explain to owners that certain maintenance issues may fall under their individual responsibility rather than the corporation's responsibility. Encourage discussions about personal grievances or unit-specific concerns to be addressed offline, ensuring that the AGM focuses on common issues that affect the entire community.

5. Can we install additional security cameras / hire additional security guards?

"So because it is a sensitive issue... it's really important to work to understand that owner's perspective... really try to understand how they feel unsafe, and why, where, what makes them feel unsafe."

Some key takeaways:

1. Understand owners' perspectives: Take time to listen to owners' concerns and understand why they feel unsafe. This could involve identifying specific security issues within the building, such as theft or unauthorized access, and acknowledging the importance of addressing these concerns.

2. Discuss potential solutions: Share possible security measures that could improve safety within the building, such as installing additional security cameras or hiring more security guards. However, emphasize that these solutions come with trade-offs, including increased expenses that could also substantially raise condo fees. Be explicit about additional costs and how that may impact condo fees.

3. Manage expectations: Clarify that decisions regarding security measures cannot be made during the AGM and must be discussed and approved by the board outside of the meeting. Encourage owners to contribute to the discussion and be transparent about the decision-making process.

6. May I ask the director candidates questions before the vote?

"The moments just before the vote should be free from interruption. You can have sort of pre-planned unfair comments, intimidation, denying owners the right to really vote freely."

Some key takeaways:

1. Limit questions before the vote: The vast majority of condos prefer not to allow questions from owners just before the vote to ensure that the moments before the vote are free from interruption to prevent unfair comments or intimidation and to allow owners to vote freely.

2. Prioritize efficiency: Highlight the potential time-consuming nature of allowing questions from owners to each candidate, especially if there are multiple candidates. Propose that separate candidate meet-and-greet sessions be organized in advance of future AGMs to address owners' desire for familiarity with the candidates.

7. How many votes did each candidate receive?

" What I've seen happen in the past is, if they want those votes, they can come to the management office afterwards and go through that, but it doesn't need to be announced at the meeting.”

Some key takeaways:

1. Protect candidate privacy: Consider the potential impact on candidates' feelings and willingness to volunteer in the future when deciding whether to disclose the number of votes each candidate received. Recognize that candidates are volunteers and may feel discouraged if they perceive their level of support negatively.

2. Offer candidate access to vote counts: While it may not be necessary to announce the vote counts publicly during the AGM, reassure candidates that they can access this information privately if they wish. Offer to provide vote counts to unsuccessful candidates upon request, either during or after the meeting, to respect their interest in understanding the election results.

3. Trust the election process: Highlight the importance of trusting the election process, whether it's conducted virtually or in person. Emphasize the role of scrutineers and the chairperson in overseeing the voting process to ensure its integrity and fairness.

8. Can we vote on X?

"Section 47, s. 8 of the Condo Act doesn't allow it. It says quite literally, no vote shall be taken at a meeting of owners on any matter other than routine procedure, unless that matter was clearly disclosed in the notice of meeting."

Some key takeaways:

1. Know the limitations: Understand the constraints imposed by Section 47, s. 8 of the Condo Act, which prohibits voting on any matter not clearly disclosed in the notice of meeting. This means you're limited to what's on the agenda.

2. Communicate the rationale: Explain to owners that voting on matters not on the agenda could disadvantage those who couldn't attend the meeting because they weren't aware of the additional items up for voting. Protecting the rights of absent owners is crucial.

3. Educate owners: Remind owners of their responsibility to participate in the AGM and to elect the right people to make operational decisions on their behalf. Encourage them to attend the meeting to have their voices heard and to elect suitable board members to represent their interests effectively.

We conducted this webinar and wrote this blog with the goal of supporting property managers who regularly face challenging AGMs. Our aim is for these insights to help property managers hold smooth and productive meetings. Whether it's managing disruptive behavior, resolving financial misunderstandings, or optimizing virtual formats, the strategies shared are designed to strengthen your confidence and skills, equipping you to productively handle the tough questions that may arise at your next AGM.