Juan and Maria Ramiro and Alexandro their 15 year old son, have been renting a townhouse with your agency for the last 3 months. Juan and his wife Maria do not speak or read English well. 

The Strata Manager of the complex has contacted you to complain about Juan keeping chickens in his back yard; Juan has built a chicken coop that leans against the dividing fences between three adjacent properties.

The Strata Manager wants the chickens and all evidence of the chicken coop removed within 7 days, or they will take the matter further.

You have arranged a meeting with the Ramiro's to discuss the issue. 

You have been trying to tell Juan (with the help of Alexandro as an interpreter) that he cannot have his chickens as it is against the strata by-laws. Juan is getting angry and leaning over the table pointing his finger at you and shouting "no es justo".

Alexandro tells you his father does not understand why you are asking him to kill his chickens. He has always had chickens, even when they lived in an apartment in Argentina.

You try to explain for the third time that he cannot have chickens in a strata property when Juan jumps up and waves his first at you. 

During the whole exchange Maria sits with her head bowed and cries softly, occasionally speaking to Juan. Juan just ignores her. She appears to want to join in the conversation but Juan will not let her.

 

Question: How can you discuss the matter with the family to make sure they understand and will remove the chickens?