From Frustrated to Resolved: 3 Steps for Handling Difficult Residents

Turn Difficult Resident Interactions Into Better Outcomes

Angry residents, frustrated prospects, unhappy staff, and challenging conversations are becoming an increasingly common part of property management. Inflation, staffing shortages, supply chain disruptions, and the constant stream of conflicting advice in the news can make already-difficult interactions even more challenging.

You may not be able to eliminate frustration - but you can change how you respond to it.

This practical, engaging course will show you how to manage difficult interactions with greater confidence while keeping fair housing compliance in mind. You’ll learn a simple three-step approach for moving conversations away from confrontation and toward empathy, understanding, and workable solutions.

Because sometimes you can’t make everything right. But you can still make the conversation better.

What You'll Learn

During this session, you’ll discover practical strategies to:

• Understand the difference between empathy and sympathy—and why it matters.
• Deliver a sincere apology, even when you or your team may not be at fault.
• Focus on workability rather than fault finding when resolving complaints.
• Recognize and manage emotions before they escalate.
• Approach difficult conversations with greater confidence and professionalism.
• Distinguish between someone experiencing a legitimate issue and a chronic complainer, and adjust your response appropriately.
• Strategize workable solutions when you can’t give someone exactly what they want.
• Know what to do when you simply can’t make it right.
• Apply fair housing principles when responding to resident complaints and concerns.

Why This Matters

The way your team handles a difficult conversation can influence much more than that single interaction. A thoughtful response can help reduce unnecessary conflict, relieve stress, strengthen resident relationships, and potentially protect your property's reputation and bottom line.

You’ll leave with practical tools and techniques you can put to work immediately—and strategies that can also be used to train and support your team.

Who Should Attend?

This course is ideal for anyone who interacts with residents, prospects, vendors, or staff, including:

• Community Managers and Directors

• Multi-Site, Area, and Regional Managers

• Training & Development Professionals

• Maintenance Professionals

• HR Professionals

• Anyone responsible for managing resident concerns or difficult conversations

You can't control how someone walks into the conversation. You can control how you respond. Learn the three steps for turning difficult interactions into opportunities for better communication, stronger relationships, and more workable outcomes.

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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