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SUMMARY:Managing the High Maintenance Resident
DESCRIPTION:Some alarming statistics: \n\nAccording 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)\nA 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)\n\nOur 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. \nAreas Covered \n\n\nDeconstructing the “High Maintenance” resident.\nEffective onboarding of residents and employees.\nKnow the lease\, rules and policies.\nDoing the right thing or doing things right.\nDiscretion and consistency: mutually exclusive?\nHow to differentiate between source and symptom.\nHow to respond to requests\, manage interactions and document communications.\n\nLearning Objectives \n\n\nUsing a three-step process to reduce communication tension.\nUtilizing active listening to have productive conversations.\nExamine the difference between equal treatment and treating everyone the same.\nIdentify the critical elements of onboarding residents\nAdministering lease clauses\, house rules and policies while complying with fair housing laws\nHow to produce effective documentation that can be used in the defense of allegations of discrimination.\n\nLearn more and register today!
URL:https://mih-inc.org/event/managing-the-high-maintenance-resident/
CATEGORIES:Housing Trainings Calendar
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