It’s Friday afternoon, your inbox is full, and then the phone rings. A hirer is upset — maybe the heating didn’t work, maybe they felt overcharged, or maybe they’re frustrated about a double booking. You can feel the tension rising before they even finish their first sentence. Sound familiar?
If you manage a community centre or venue, you’ve probably been here more than once. Difficult conversations are part of the job. But here’s the secret: these moments don’t have to damage relationships. In fact, if handled well, they can actually strengthen trust and loyalty with your hirers.
So, how do you turn conflict into connection? Let’s explore some practical strategies, drawing on insights from our recent webinar with People Leadership Coach, Tash Pieterse.
Running a venue means balancing community needs, staff expectations, and limited resources. Misunderstandings are inevitable — whether it’s about hire costs, cancellations, or last-minute changes. As Tash put it:
“Conflict often comes from unmet expectations. People want to feel heard and respected. When they don’t, that’s when things escalate.”
When we see complaints as opportunities rather than problems, we shift the focus from defending ourselves to building stronger relationships.
When tensions rise, our instinct is often to jump straight into problem-solving. But the first — and most powerful — step is simply to listen.
As Tash reminded us:
“When someone’s upset, they don’t just want a solution — they want to know you understand how they feel.”
Practical ways to show you’re listening:
This doesn’t mean you agree with everything they say — it just shows you value their perspective.
In community venues, both you and the hirer usually want the same thing: a successful event that benefits the community.
Try reframing the conversation around these shared goals. For example:
“I know you want your event to run smoothly — we want that too.”This approach turns the interaction from me vs you into us vs the problem.
One of the quickest ways to lose trust is to appear inconsistent. Hirers want to know that policies are applied fairly and transparently.
If you have cancellation windows, bond rules, or booking processes, explain them clearly — and stick to them. As Tash noted:
“It’s easier for people to accept a tough message if they believe it’s consistent and fair.”
That said, flexibility has its place. If bending a rule by 24 hours means retaining a long-term hirer relationship, weigh the bigger picture.
Difficult conversations can be your best source of feedback. Instead of just putting out the fire, ask yourself: what can this teach us?
Examples of actions you might take:
As Tash explained:
“Complaints are like free consulting. They show you exactly where things aren’t working.”
Easier said than done, right? But your tone and body language can diffuse a tense situation faster than any policy explanation.
Tips for keeping calm:
Remember: people mirror energy. If you stay calm, there’s a good chance they’ll soften too.
What if a hirer is aggressive or rude?
Stay professional and set boundaries. It’s okay to say, “I want to help, but I can only do that if we can have a respectful conversation.”
What if I don’t know the answer on the spot?
Be honest. Say, “I don’t have that detail right now, but I’ll find out and get back to you.” This builds credibility.
Should I always offer compensation?
Not always. Sometimes people just want to feel heard. Save discounts or refunds for when it’s genuinely appropriate.
Difficult conversations will never disappear. But with the right approach, they can become the foundation for long-lasting, trust-based relationships with your hirers.
Watch the webinar with Tash here.
Tash has more useful resources on leadership and people management skills here.
Check out our guides on successfully managing volunteers and building strong committee teams.