Real estate transactions often coincide with significant milestones, whether it’s purchasing a first home, selling a family estate, or making a strategic investment. Because these moments carry so much personal and financial weight, emotions can run high. Sometimes, these emotions lead to tension and disagreements—between clients, between agents, or even between clients and agents. 

As a REALTOR®, being equipped to prevent conflicts—and knowing how to manage them professionally—is essential. It helps keep deals moving forward while strengthening your reputation as a trusted guide.

While some tension in real estate is unavoidable, many conflicts can be prevented with a few proactive actions. 

Set expectations: A solid foundation starts in the first client consultation. Be honest and upfront about what the buying/selling process involves, how long things typically take, what your role is, what you expect from the client, what they can expect from you, etc. 

Educate your clients: Most buyers and sellers aren’t real estate experts, so take time early on to walk them through the current real estate landscape. Is inventory low? Are multiple offers common? Help them understand what’s typical, what might slow things down, and where flexibility may be needed. 

Communicate clearly and often: Never leave clients or other agents guessing. Regular updates help build trust and reduce uncertainty. In fact, when it comes to real estate, there’s really no such thing as too much communication. Most clients would rather hear from you too often than not often enough. 

Put everything in writing: Even if you’ve discussed something in person or on the phone, always follow up with a quick summary via email or text. Clear documentation helps prevent miscommunication and gives everyone a reference point later on.

Stay professional: You’re working very closely with people during a potentially emotional time, so it’s important to remain steady. Be empathetic but avoid getting too personally involved or taking things personally if tensions rise. 

Know when to say no: Sometimes, despite your best efforts, a partnership just isn't the right fit. If you sense that expectations are unrealistic or communication is going to be difficult, it’s okay to step back. A respectful “no” upfront can save a lot of stress down the line for everyone.

Even if you’re fully prepared, bumps in the road can still happen. If conflicts do arise, remember that the way you handle them can make all the difference. 

Listen first: When a client or other agent is upset, the best first step is to simply listen. Let the other person speak without interruption and try to understand where they’re coming from. Even if you don’t agree, people are more likely to work with you if they feel heard.

Stay calm: It’s easy to get defensive, especially if someone is criticizing your work, but staying calm, composed, and respectful — even when the other person isn’t — can help de-escalate the situation.

Focus on solutions: Don’t spend too much time dwelling on what went wrong. Instead, shift the discussion toward next steps and how you can fix the problem together. 

Take a break: If the conversation is going in circles, keep in mind that it’s okay to hit pause. A short break or rescheduling for the next day can give everyone time to cool off and gather their thoughts. 

Bring in a new perspective: Some conflicts need a fresh pair of eyes and ears. If it might help, don’t hesitate to bring in a mediator. An unbiased third party can help clarify miscommunications and facilitate a more productive conversation. 

Reflect and improve: Once the dust settles, take some time to reflect. Use the experience to fine-tune your approach for the next transaction. Conflict can often provide you with a valuable learning experience.

Remember, there is no way to completely avoid conflict, but it is manageable. Whether you're attempting to prevent issues before they start or navigating them as they turn up, your approach can make a lasting impact.