Don't Let Drama Move In: Managing Angry Residents with Ease

Nov 13	01:00 PM ET / 12:00 PM CT / 11:00 AM MT / 10:00 AM PT
	Duration: 90 minutes	Speaker: Joseph Henry

How to Join

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PURCHASE OPTIONS

Individual Purchase Options
Webinar Live webinar access with handouts. Access notification 48 hrs before Event via email.	$199
Recording Download link will be emailed for single user access with handouts. Available in 3-5 business days, after Live Event. Never Expires.	$229
Transcript (PDF) PDF transcript of webinar with handouts will be emailed. Available in 7-10 business days, after Live Event. Never Expires.	$189
Webinar + Recording Live webinar access with handouts. Access notification 48 hrs before Event via email.	$309
Webinar + Recording + Transcript Live webinar access with handouts. Access notification 48 hrs before Event via email.	$359

Group Purchase Options
Up to 5 Attendees Live webinar access with handouts for group. Access notification 48 hrs before Event via email.	$799	Select
Up to 10 Attendees Live webinar access with handouts for group. Access notification 48 hrs before Event via email.	$1299	Select
Up to 15 Attendees Live webinar access with handouts for group. Access notification 48 hrs before Event via email.	$1799	Select
Up to 20 Attendees Live webinar access with handouts for group. Access notification 48 hrs before Event via email.	$2299	Select
Up to 30 Attendees Live webinar access with handouts for group. Access notification 48 hrs before Event via email.	$3299	Select

ABOUT THE EVENT

Dealing with angry or frustrated residents is one of the toughest parts of property management - but it doesn’t have to turn into chaos. This insightful webinar will equip you with proven strategies to calm tense situations, uncover the root cause of resident frustration, and maintain professionalism under pressure.

Learn how to approach difficult interactions with empathy and confidence, turning potential conflicts into opportunities to strengthen trust and communication. Whether you manage affordable housing or market-rate properties, this session will give you the practical tools to keep the peace and protect your community’s reputation.

Learning Objectives:

Learn how to defuse a difficult situation with residents calmly and effectively.
Understand what the resident really wants—beyond their words and emotions.
Discover where customer service truly begins and how it shapes every resident interaction.
Recognize common triggers of resident anger and how to prevent escalation before it starts.
Master communication techniques that foster understanding and cooperation.
Learn what not to say when emotions run high—and what to say instead.
Explore real-life examples and best practices to handle even the most challenging personalities with professionalism.

Who Should Attend:

This webinar is designed for:

Property Managers and Assistant Managers
Leasing Consultants and On-Site Staff
Affordable Housing Professionals
Compliance Officers and Housing Coordinators
Maintenance Supervisors and Frontline Employees
Anyone who interacts directly with residents or applicants

Speaker(s)

Joseph Henry

Joseph Henry brings 38 years of experience to the Affordable Housing industry. Starting as a maintenance person and advancing to Director of one of the largest management companies in the Nation, Joe brings a real-life perspective to why we do what we do.

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Industries: Construction & Housing, Affordable Housing

Testimonials

What people are saying about us

Maria

Client

Speaker was very animated, which I found amusing and kept me engaged on a topic that could be quite boring.

Ronald

Client

The instructor was clear and concise. The course material was also clear and concise.

David

Client

The instructor's ability to explain different findings and her ability to relate to them. Her knowledge and experience are game-changer and will help us keep a high score.

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Client

Gwen is ahead of the game in presenting what is needed in a timely way.

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Client

Dr. B Lynn did a great job presenting the information.

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Client

After seeing a few different tutorials on the subject, this is the first one that included real-world "heads up" advice for getting the most out of the pivot table environment. The presenter was Extremely knowledgeable.

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