Three Steps to a Happy Ending with an Angry Resident

Duration: 60 minutes Speaker: Doug Chasick

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We’d all agree the level of anger, frustration and overall unhappiness we encounter from residents, prospects and even some staff members has reached alarming levels.  Covid, “The Great Migration”, staffing shortages, supply chain issues and the “advice de jour” we hear and read in the news has many of us longing for “the good old days” (whatever they were!) Since it won’t end anytime soon, let’s learn how to manage unhappy people while complying with fair housing. Difficult? Sometimes. Achievable? Absolutely. Join me to learn my Three Steps to satisfy almost every angry human you encounter!
Areas Covered:
  • Empathy vs Sympathy
  • Sincere Apologies
  • Workability vs Fault Finding
  • Managing Emotions
  • Wordsmithing
  • Right Thing vs Right Way
  • Consistency vs Exceptions

Learning Objectives:

  • Ensure awareness of the basic requirements of fair housing compliance with regard to managing complaints.
  • Distinguishing between a person with specific issues and a person who is a chronic complainer – and how to respond.
  • Identify and use the elements of a sincere apology, regardless of who is at fault.
  • Identify and use the elements of manifesting empathy for the other person’s situation.
  • Identify and use techniques for strategizing a solution for the other person’s issue.
  • What to do when you can’t make it right

Who Will Benefit:

  • Community Manager/Director
  • Multi-site Manager (Area, Regional) 
  • Training & Development Professionals
  • Maintenance Professionals
  • HR Professionals and ANYONE who interacts with a resident, prospect
  • Vendor or staff member!
Doug Chasick

Doug Chasick, That Fair Housing Guy™, is the former President of the Fair Housing Institute, Inc. With more than 45 years of investment real estate experience, he began as the Resident Manager of a 524-unit apartment property and has been the President or CEO of five real estate companies, responsible for portfolios of over 28,000 apartments, and more than 8 million square feet of commercial, retail and industrial properties. Doug was awarded his CPM® in 1979 and was a member of the IREM National Faculty for eight years. A Senior Instructor member of the NAAEI Faculty, he leads the Advanced Facilitator Training course, is the co-author of “Outstanding Facilitation Techniques”, and a co-author of the joint IREM & NAAEI “FHS 201: Fair Housing and Beyond” course. He is a licensed Real Estate Broker in Florida, a licensed Expert Fair Housing Instructor in the Commonwealth of Virginia, and the recipient of the NAAEI Apartment Career & Education award and the Legends of the Industry award from Multifamily Professional.

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