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?

• Understand the basics of fair housing compliance for managing complaints
• Distinguish between genuine issues and habitual complainants.
• Learn the elements of a sincere apology and how to implement them.
• Develop empathy by considering others' perspectives and experiences.
• Assess the other person's situation to identify effective solutions.
• Explore options for resolution when conventional methods are ineffective.

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.