How to Handle an Overly Dramatic Staff Member in Property Management

Property management is a fast-paced, people-centered industry where teamwork, clear communication, and efficiency are critical to success. But sometimes, managing staff can present its own set of challenges—especially when dealing with an overly dramatic team member. Whether it’s exaggerated complaints, stirring up conflicts with tenants or colleagues, or creating unnecessary chaos, dramatic behavior can disrupt the flow of operations in property management and affect team morale.

So, how can property managers and team leaders effectively deal with an overly dramatic staff member while maintaining a productive and positive work environment? Here are practical strategies tailored to property management settings.

1. Identify the Root Cause of the Drama

Understanding why a staff member is being dramatic is crucial before taking any action. In property management, where deadlines, tenant requests, and maintenance issues can pile up, emotional responses often stem from deeper sources like stress, job dissatisfaction, or personal challenges. Before reacting, take the time to get to the root cause.

Some common reasons for dramatic behavior in property management might include:

• Stress and Overwork: Managing multiple properties, coordinating repairs, handling tenant complaints, and ensuring compliance can be overwhelming. A dramatic staff member may be reacting to work pressure and feeling stretched too thin.
• Lack of Support or Recognition: Employees in property management often handle a variety of tasks, and if they feel undervalued or unsupported, they might seek attention through exaggerated behavior.
• Miscommunication or Unclear Expectations: Property management roles often require handling many moving parts, and a lack of clear communication can lead to frustration. If staff members feel they’re not being heard or understood, they might escalate small issues into dramatic situations.
• Personal Issues: Sometimes, dramatic behavior may be influenced by personal struggles outside of work. While it’s important to be empathetic, personal problems can sometimes spill over into the workplace.

By understanding these potential causes, you can approach the situation with empathy and resolve it in a way that benefits both the employee and the team.

2. Set Clear Expectations and Boundaries

One of the best ways to address dramatic behavior is by setting clear expectations around professionalism and behavior in the workplace. Property management can be high-stakes, with both tenants and owners depending on the team to be responsive and calm under pressure.

If an employee is creating unnecessary drama, it’s important to address this behavior directly but diplomatically. Let them know that while their concerns are valid, there are acceptable ways to communicate frustrations or issues, without resorting to drama.

For example, if the staff member frequently interrupts meetings with dramatic outbursts or exaggerates issues with tenants, a conversation might go like this:

“I understand you’re concerned about this situation, but it’s important that we discuss it calmly so we can come to a solution together. When you bring up issues in a more focused way, we’re better able to handle them efficiently.”

By being clear about boundaries while still showing empathy, you help the individual understand what is expected without feeling attacked or dismissed.

3. Focus on Solutions, Not the Drama

In property management, problem-solving is at the heart of the job. When faced with a dramatic staff member, it’s important to steer conversations toward solutions rather than letting them spiral into more drama.

For example, if a staff member is complaining about a difficult tenant or a maintenance issue, instead of getting caught up in the emotional aspect, guide them to think about ways to resolve the problem. Ask open-ended questions that encourage constructive thinking:

• “What do you think we can do to handle this situation with the tenant?”
• “What steps can we take to prevent this kind of issue in the future?”
• “How can we work together to resolve the maintenance issue as quickly as possible?”

By emphasizing practical solutions, you help the staff member focus on outcomes rather than getting stuck in the drama of the moment. This encourages a more proactive, solution-oriented mindset.

4. Provide Regular Feedback and Support

Regular feedback and support are key in property management, where team members often face high-pressure situations. Dramatic behavior can sometimes be a sign of feeling unsupported or overwhelmed. Providing consistent, constructive feedback lets the staff member know you’re invested in their development and well-being.

This is particularly important in property management, where staff members are often expected to handle multiple tasks at once—such as responding to tenant concerns, coordinating repairs, and managing lease agreements. When workloads become too heavy or unclear, dramatic behavior may be the result.

Set aside time for regular one-on-one meetings to provide feedback, listen to concerns, and offer guidance. For example:

“I noticed you’ve been handling a lot of urgent tenant requests lately. How are you feeling about your workload? Is there any way I can support you to make things easier?”

Providing this kind of feedback demonstrates that you’re attentive to their needs and challenges. It also opens the door to problem-solving before issues escalate into more dramatic behavior.

5. Model Calm and Professionalism

As a property manager or team leader, your response to stressful situations will set the tone for the entire team. In a high-energy environment like property management, where things often go wrong (emergency repairs, tenant disputes, missed deadlines), maintaining a calm and professional demeanor is essential.

If you remain composed in the face of adversity, your team members—especially the more dramatic ones—will learn to follow your example. When a staff member is being dramatic, resist the urge to match their intensity. Instead, stay calm and approach the situation with a problem-solving attitude.

If a staff member is overwhelmed by a situation, like a flooding unit or an angry tenant, stay composed and reassure them that the problem can be solved together:

“I understand this situation is frustrating. Let’s take a step-by-step approach to resolve it.”

By modeling calm professionalism, you teach your team how to manage stress and maintain control, no matter how dramatic the situation may seem.

6. Create a Team-Oriented, Supportive Culture

In property management, a sense of teamwork is vital. If employees feel isolated or unsupported, they may seek attention through dramatic behavior as a way to express their frustrations. Building a strong team culture that encourages communication, support, and shared responsibility can help reduce these behaviors.

Encourage open dialogue, regular team meetings, and collaborative problem-solving. When staff members feel like they’re part of a cohesive team, they’re less likely to engage in dramatic behavior and more likely to work together to solve challenges.

For example, establish weekly team check-ins where everyone shares updates, concerns, and solutions. This can provide a healthy outlet for communication, helping staff feel heard and reducing the need for drama.

7. Know When to Involve HR or Upper Management

If a staff member’s dramatic behavior continues despite your best efforts, it may be time to escalate the issue. In property management, it’s crucial to maintain a productive and professional environment, and if one employee’s behavior is negatively affecting the team, it’s important to address the issue sooner rather than later.

Involving HR or upper management can provide additional resources and support, ensuring the behavior is addressed in a constructive way. HR can help mediate the situation, provide counseling, or offer additional training to help the staff member adjust their approach.

Conclusion: Turning Drama Into Productive Action

Dealing with an overly dramatic staff member in property management can be challenging, but with the right approach, it’s possible to address the behavior and turn it into a learning experience. By understanding the root cause, setting clear boundaries, focusing on solutions, and fostering a supportive work environment, you can help your team members thrive—even in stressful situations.

In property management, where so much depends on clear communication and teamwork, handling dramatic behavior with empathy and professionalism can not only improve the individual’s performance but also enhance the entire team’s effectiveness.