6. Make recommend actions. Recommend the actions that should be undertaken to resolve the conflict situation. You must consider any legal obligations for all of the people involved. 7. Outline a monitoring plan Outline how you will ensure that the situation has been resolved. Case study 5 Sonia has been renting a property for three years and has always been prompt in paying the rent. Lately. however, she has been late in paying and you have had to send her emails requesting payment. She apologises and explains that she recently changed banks and has not set up a direct debit for the rent as she had done in the past. She always pays the rent when she is reminded but you are becoming impatient with having to remind her every month. Case study 6 You are undertaking a routine inspection on a rental property and you notice a hole in the lounge room wall. The tenant tells you that during a recent party. things got a bit out of hand and a friend threw a glass into the wall. She laughs and tells you not to worry; she'll get it fixed before she moves out. You tell her that it needs to be fixed and that you will get your agency's tradesperson to quote on repairing the wall and that she can get quotes as well. She starts to get angry and tells you to leave. Case study 7 Belinda has her property listed with your agency. The house has been on the market for over three months. You contact her to ask her to spend another $500 on advertising. Karen is angry and tells you she doesn't think you have been doing your best to sell the property. She has noticed that two other properties have recently sold in her area, one on the same street as hers. She is considering listing with another agency. Case study 8 Luis is a tenant in an apartment managed by your agency. He has been renting the apartment for three months. He advises you that there are few minor repairs that need attention, the exterior light on the balcony is not working and the taps in the bathroom are leaking. He tells you that the balcony light has not worked since he moved in but he didn't think it was worth worrying about. You inform the landlord who claims that the light was working when Luis moved in, so therefore the tenant must have broken it himself. Case study 9 You recently sold a property to Damian and Larissa and settlement is scheduled for next week. You receive a phone call from them. They have just undertaken a pre-settlement property inspection and shelving in the study has been removed. Damian and Larissa believed that the shelving was included as part of the sale. Larissa works from home and was intending to use the room as her office. You contact the vendor and he tells you that he had always intended to remove the shelves. Case study 10