No, You Don't Have to Endure Resident Temper Tantrums -PAAWW#1

Let’s be honest—working with residents can be rewarding – but when emotions run high, even seasoned professionals can find themselves caught in the crossfire. This session will help recognize manage and de-escalate challenging resident behaviors without sacrificing professionalism or peace of mind. Learn practical communication techniques for handling frustration, anger, and entitlement with confidence and empathy and discover how to set clear boundaries, defuse tense interactions, and maintain control while preserving the resident relationship and keeping your calm, cool and collected. This session is all about taking back your calm (and maybe even your sense of humor). You’ll learn how to handle those tough resident moments without losing your cool, your confidence, or your compassion. We’ll talk about why people “blow up,” how to keep things from escalating, and simple ways to stay professional while still being human.

• Decipher what’s really behind a resident’s outburst.
• Keep your cool and steer conversations back to calm.
• Bounce back fast after a tough interaction.
• Set boundaries that actually work.

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!