From Rude to Resolution-Communication Strategies Diffuse/Resolve-PAAWW#2
PAA Webinar Wednesdays-supported by Multifamily Insiders
Event Details
"Why you gotta be so rude?"
Most everyone has been the recipient of rude behavior, whether through email, text, or in person, and uncivil communication is on the rise. Research from the Harvard Business Review shows that rudeness is rampant in the workplace. Just a few years ago, about 50% of employees said they were treated rudely at work at least once a month. Today, that number has spiked to 76%! How do we effectively serve and address residents whose belittling, insulting, and ranting are directed at us and our teams? It’s time we learn to effectively diffuse this sort of behavior and take a conversation from rude to successful resolution.
You and your teams will learn:
- Assertive, versus aggressive communication techniques
- Specific language designed to diffuse and re-direct
- Active listening and empathy skills
- When to acknowledge and when to apologize
- How to prepare and remain in control during a confrontational discussion
- How to calm down after someone’s negative behavior has affected you
Lori Snider is a mental health advocate, leading multifamily marketing specialist, learning and experience expert, and she is currently serving as head of Learning and Team Experience for RedPeak. At RedPeak, Lori is providing strategic educational and recruitment direction for the entire company while overseeing all facets of the team member experience. In her 30 years of multifamily experience Lori spent 15 years running her own successful company as an educator, platform speaker, and experience management consultant. She has leased apartments, worked as a marketing director, launched a rental publication, co-founded a boutique marketing and design firm, and executed marketing strategies for a myriad of product types throughout the country.
PAA Webinar Wednesdays-supported by Multifamily Insiders-is the largest weekly premium webinar series in the multifamily industry, helping you gain the skills to improve your performance and advance in your career! Through this program, you get access to innovative ideas, best practices, and emerging trends from a variety of topics, including customer service, leasing and marketing, resident retention, career advancement, leadership techniques, and other property management skills to become a superstar at your company and/or in your profession!
For More Information:
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PAA EDUCATION DISCLAIMER:
Thank you for your interest in the Pennsylvania Apartment Association's education program.
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REGISTRATION POLICY:
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