Angry, frustrated, and generally unhappy people—including some employees—are becoming more common, and we're sure we can all agree that this is a major problem. With all the recent news about "The Great Resignation," staffing shortages, supply chain challenges, inflation, and the "advice de jour," it's no wonder that a lot of us are missing "the good old days" (whatever those may have been!). Since this isn't going away anytime soon, let's figure out how to deal with dissatisfied tenants while still meeting fair housing requirements. Not easy? On occasion. Is it feasible? Without a doubt. Come with me as I teach you the three simple steps to appease nearly every irate person you meet!

Why should you attend:

• Make sure everyone knows the fundamentals of fair housing compliance when it comes to handling complaints.
• Recognizing and responding appropriately to people who have genuine problems as opposed to those who are just chronic complainers.
• Whatever the situation may be, it is important to recognize the components of an authentic apology and apply them.
• Learn what it takes to put yourself in another person's shoes and put that knowledge to use.
• Find out what the other person is going through, and then figure out how to fix it.
• When all else fails, what to do?

Areas covered in the session:

• Understanding Others' Perspectives vs. Sympathy
• Sincere Apologies
• Practicality vs. Determining the Cause
• Emotional Regulation
• Crafting the English language
• Right Thing vs Right Way
• Exceptions vs. Consistency

Who should attend this;

• Multi-site managers
• Housing Authority Professionals
• Property Manager
• Property Director
• Property Owner
• On-site Manager
• Leasing Professionals
• Training and Development Professionals
• HR Professionals.

* There will be time allowed for questions at the end of the presentations. (Live Session)

*Not able to attend the live session? Choose an On-Demand option to watch the session later.