Don't Let Drama Move In: Managing Angry Residents with Ease
| Duration: 90 minutes | Speaker: Joseph Henry |
Available On-Demand
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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
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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Testimonials
What people are saying about us
Brian
Client
I liked how specific and precise Gwen is with the explanations. It is so helpful and for my two new employees that attended, it was excellent. For this "old" one it was very good.
Lucious Cameron
Client
The subject matter was very interesting and the instructor was well informed. Content of the webinar was Very Helpful!
Daniel
Client
I finally understand how the effective date of actions affects discrepancies.
Sheri
Client
The presenter is knowledgeable about the topic and makes the webinar interesting
Elizabeth Jeffery
Client
The speaker was extremely knowledgeable. Speaker moved the program forward at a good pace. The time flew by.
Angela
Client
Gwen is ahead of the game in presenting what is needed in a timely way.
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