Although you don't have to have any knowledge or experience to serve on an HOA board. It is obvious by the number of articles written by lawyers, property managers, and various organizations there is a need for certain skills. After all owners are going to be frustrated and maybe not so nice after holding in something they are unhappy about for 2 to 3 weeks waiting on the monthly meeting. It's something we can all relate to and don't want to escalate the feelings.
To prevent making the owner even more frustrated by ignoring them, making them more frustrated by being condensing or talking down to them you need to posses the skills to make the owner understand you want to help or fix the problem and that you care about resolving it. Do not make them think you are going to do something then blow it off. That will only escalate the problem. Just because you don't care about something doesn't mean the owner is the only one who does care.
If they are really upset ask them to take a moment to gather their thoughts so they can communicate clearly. Once the problem is explained then ask them what hey want done about the problem. When you say it do it in a way that lets them know that you care and really want to know exactly what they want done. Just explaining the problem doesn't give the information needed to resolve it. Once they tell you what they want done you can begin to compromise with them if the solution will negatively effect something or someone else.
If you cannot calm them down so that everyone can get a handle on the problem it cannot be effectively solved. Therefore, you cannot do your duty effectively.
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