Managing the High Maintenance Resident

Duration: 60 minutes

Speaker: Doug Chasick

Available On-Demand

PURCHASE OPTIONS

Individual Purchase Options
On-Demand Available On-Demand. Watch the webinar recording multiple times for 30 days.	$189
Recording Download link will be emailed for single user access with handouts. Available in 3-5 business days, after Live Event. Never Expires.	$219
Transcript (PDF) PDF transcript of webinar with handouts will be emailed. Available in 7-10 business days, after Live Event. Never Expires.	$179

Group Purchase Options
Recording With License to Share Download link will be emailed with a license to share within the organization. Available in 3-5 business days, after Live Event. Never Expires.	$799	Select

ABOUT THE EVENT

Some alarming statistics:

According to a poll taken just before the pandemic, 84% of people think Americans are angrier than a generation before and 42% admitted that they themselves were angrier. (CBS Boston)
A survey found 43% of customers yelled or raised their voice to express displeasure about their most serious problem, up from 35% in 2015. (NPR.org)

Our job is to deliver value and satisfy our customers while maintaining fair housing compliance through consistency and equality of treatment. The challenge is to maintain our professional attitude in an increasingly hostile environment, especially when working with customers who may be overly demanding, rude and generally unpleasant! This session will explore how to accomplish this goal.

Areas Covered

Deconstructing the “High Maintenance” resident.
Effective onboarding of residents and employees.
Know the lease, rules and policies.
Doing the right thing or doing things right.
Discretion and consistency: mutually exclusive?
How to differentiate between source and symptom.
How to respond to requests, manage interactions and document communications.

Learning Objectives

Using a three-step process to reduce communication tension.
Utilizing active listening to have productive conversations.
Examine the difference between equal treatment and treating everyone the same.
Identify the critical elements of onboarding residents
Administering lease clauses, house rules and policies while complying with fair housing laws
How to produce effective documentation that can be used in the defense of allegations of discrimination.

Who Should Attend

Community Manager/Director, Multi-site Manager (Area, Regional), Maintenance Managers/Supervisors, Training and HR Professionals.

Handouts & Reference Material

A PDF copy of the presentation will be available for download.

Speaker(s)

Doug Chasick

Doug Chasick, CPM®, CAPS, Adv. RAM, SLE, That Fair Housing Guy™, is the former President of the Fair Housing Institute, Inc. With more than 46 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. 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 “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.

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