Three Steps to a Happy Ending with an Angry 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.	$899	Select

ABOUT THE EVENT

Don't let another angry resident interaction damage your property's success. Arm yourself with the skills to turn confrontations into opportunities!

I’m confident 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.

Inflation, 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
Learn to handle difficult conversations with confidence
Reduce stress and burnout from resident conflicts
Improve resident retention and online reviews
Protect your property's reputation and bottom line
Gain practical tools to train your team

Learning Objectives

Ensure awareness of the basic requirements of fair housing compliance regarding 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 Should Attend

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!

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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