Resident Management… If You Don’t Who Will. How To Document And Resolve Issues With Problematic Residents

Duration: 90 minutes Speaker: Dr. Shenetta Malkia H.c. SHCM® NARPM®

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You signed up for the job but you didn't know there would be residents like this! Have you faced or had to deal with difficult residents? There is a difference between problemed residents and resident problems or concerns.  As the front line works of residential management it's important all team members know the difference and be able to respond accordingly. In this class, you will gain practical tips and tools for reducing escalations when dealing with difficult residents. You will also gain the tools to address issues with these residents effectively. Last but not least you will tap in on "how to support your team members”, whose professional careers and mental health can be affected by negative experiences with problemed residents.

Learning Objectives:

  • Students will learn the practical tips for reducing resident escalations
  • Learn the 10 Resident Rules of engagement
  • The” WHY” your job is so important and valuable
  • What you can do to resolve resident issues with problemed residents.
  • When to cut the cord… It’s time for new housing options

Who Should Attend:

  • All leasing professionals
  • All Assistant and Property Manager or Community Directors
  • Regional Managers: VP corporate staff. : Come learn what your team on the front line is going through
  • Maintenance personal
  • Private landlords
  • Realtors
  • Brokers 
Dr. Shenetta Malkia H.c. SHCM® NARPM®

Dr. Shenetta Malkia h.c. SHCM® NARPM® is the CEO of The PMs Of The City Realty and The PMs Of the City. The PMs Of the City is full service property management firm and The PMs of the City is a full service brokerage serving Maryland, DC & VA with new states coming soon. Dr. Malkia is known to many as The PM or Broker of the City with over 20 years in property management, asset management and project management for rehabs and construction. She took on her new role as Broker in Dec. of 2021 with a desire to change the face of real estate. Dr. Malkia focuses on the best possible solution in any circumstances. She's a patient, understanding and Humanitarian who needed the help who now helps others. This journey for the mother, and grandmother of 2 began with her certification in affordable housing while managing HOPE 6 communities and conventional multi-family units. Today Dr. Malkia holds her Broker’s license in Maryland, The District of Columbia with additional states to come. She is also holds her license in Property Manager for the District of Columbia. Dr. Malkia is a native of Queens, N.Y. She attended AIU in Atlanta where she studied T.V & Film Production. She later matriculated to Bowie State University majoring in Business Administration. She is a nationally certified affordable housing property manager with her SHCM® designation and a member of proud of NARPM®. Working for buyers, sellers and investors, Dr. Malkia "Makes it Look Like Magic" Sales, purchases, lease ups, rehabs, asset management and project management in both multi-family and the commercial are her specialties including relocation assistance. Her portfolios have ranged from 500 units to 1500 units. Dr. Malkia’s strengths are increasing revenue and maintaining increased occupancy. Dedicated to the needs of her clients, Dr. Malkia understands the meaning of service. Under promise and over deliver is her philosophy. In addition to her career in real estate, Shenetta is the Founding President and Executive Director of Empowerment Essence. Empowerment Essence an 501c3 organization located in Riverdale Maryland dedicated to eradicating bullying and suicide beginning in Maryland & DC communities. Malkia is also a former Commissioner for Maryland's Governor's Commission for Suicide Prevention (2014-2019) Her vision for Empowerment Essence is a direct result of resilience and regained strength. “One Life Saved Is One Life Given.” Award Achievements include Tetra Honorary PH.D in Leadership/Management Development, Mental Health Community Development, Coaching/Consultant Management & Social Media Leadership from McFormalsdale Christian University. Additional achievements include Agent of the quarter and agent of the year (American Income Life) 2014, Manager of the year 2016 & 2017 (Residential One), Community ambassador of the year VKN foundation 2016 and The Community Leader of the Year Speak Life Tour 2018. Fun Fact: Dr. Shenetta Malkia is your International Ms. USA 2021| When it's not about real estate it's about mental health. #TheBrokerOfTHECITY ~Dr. Shenetta Malkia

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What people are saying about us

Angelique Luzader


I feel much more prepared to do my job. Thank you so much. Speaker provided Clear concise information, she was extremely knowledgeable.

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Showing examples in pictures was really helpful. Instructor was knowledgeable, easy to understand.



Great explanations of the income discrepancies, loved the slides to show the differences



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