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

Duration: 90 minutes

Speaker: Joseph Henry

Available On-Demand

PURCHASE OPTIONS

Individual Purchase Options
On-Demand Available On-Demand. Watch the webinar recording multiple times for 180 days.	$199
Transcript (PDF) PDF transcript of webinar with handouts will be emailed. Available in 7-10 business days, after Live Event. Never Expires.	$189

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.	$999	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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