Q. I serve as a Board Member, an owners frequently ask me questions or share their opinions about what the board should be doing. I know that the board should be speaking with one voice regarding board decisions, so I feel uncomfortable when questioned. The same is true when staff members interact with me. I would appreciate your guidance about how to handle these interactions.
A. Communication is one of the most challenging aspects of serving on a board. Many new board members unintentionally create confusion or conflict simply because they have not yet learned how to appropriately engage with owners and staff.
TimeSharing Today | Jul / Aug, 2026 Page 56
RESORT SOURCES
TIMESHARE BOARDMANSHIP: Do’ s and Don’ ts of Communicating with Owners and Resort Staff
Q. I serve as a Board Member, an owners frequently ask me questions or share their opinions about what the board should be doing. I know that the board should be speaking with one voice regarding board decisions, so I feel uncomfortable when questioned. The same is true when staff members interact with me. I would appreciate your guidance about how to handle these interactions.
A. Communication is one of the most challenging aspects of serving on a board. Many new board members unintentionally create confusion or conflict simply because they have not yet learned how to appropriately engage with owners and staff.
As a board member, your words now carry additional authority. Owners and staff may interpret casual comments as official board positions, even when that is not your intention. Learning how to communicate responsibly will help you avoid misunderstandings, strengthen trust, and protect both the board and the resort.
Support Board Decisions
Although individual board members contribute ideas and opinions during discussions, the board only acts as a group. Once a decision is officially made, every board member has a responsibility to support the board’ s final action— even if they personally disagreed during deliberations.
For this reason, the board president typically serves as the official spokesperson for board decisions, while the resort manager communicates operational details and implementation. This structure helps ensure that owners and staff receive consistent, accurate, and reliable information.
Communicating with Owners
Before being elected to the board, you spoke only for yourself. After the election, your role changes significantly. Owners may now assume that your comments represent the board as a whole.
That does not mean you should avoid conversations with owners. Listening carefully to owners is an important part of effective board service. When owners share concerns, suggestions, or opinions,
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