Some alarming statistics:
- According to a poll taken just before the pandemic, 84% of people think Americans are angrier than a generation before and 42% admitted that they themselves were angrier. (CBS Boston)
- A survey found 43% of customers yelled or raised their voice to express displeasure about their most serious problem, up from 35% in 2015. (NPR.org)
Our job is to deliver value and satisfy our customers while maintaining fair housing compliance through consistency and equality of treatment. The challenge is to maintain our professional attitude in an increasingly hostile environment, especially when working with customers who may be overly demanding, rude and generally unpleasant! This session will explore how to accomplish this goal.
Areas Covered
- Deconstructing the “High Maintenance” resident.
- Effective onboarding of residents and employees.
- Know the lease, rules and policies.
- Doing the right thing or doing things right.
- Discretion and consistency: mutually exclusive?
- How to differentiate between source and symptom.
- How to respond to requests, manage interactions and document communications.
Learning Objectives
- Using a three-step process to reduce communication tension.
- Utilizing active listening to have productive conversations.
- Examine the difference between equal treatment and treating everyone the same.
- Identify the critical elements of onboarding residents
- Administering lease clauses, house rules and policies while complying with fair housing laws
- How to produce effective documentation that can be used in the defense of allegations of discrimination.
