The First Five Minutes: How to Lead a Conversation Before It Goes Sideways
Start strong. Stay in control. Prevent conflict before it begins.
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Event Details
Most conflict doesn’t start with yelling, it starts in the first five minutes with tone, word choice, or a missed signal.
In this high-impact, practical webinar, national speaker Mindy Price will show you how to lead resident, applicant, and internal conversations before they go sideways. You’ll learn a repeatable approach to read the room quickly, use the right words when someone arrives frustrated, and steady the conversation before emotions take over.
Built for moments where there are no do-overs, this session equips leasing, management, and service teams to start strong, stay in control, and move every conversation toward solutions.
Learning Outcomes
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Spot escalation signals in the first 60 seconds and adjust your approach immediately.
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Use resident-ready language to stabilize a frustrated conversation fast.
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Apply the WHYPower Steady Start Framework to lead high-emotion moments with confidence.
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Redirect conversations when they begin to slip, keeping focus on clear next steps.
Why Should You Attend?
Onsite, you don’t get a second chance. This webinar provides practical tools and language to reduce tension, stay professional under pressure, and guide conversations toward solutions. You’ll leave with a simple framework and go-to phrases you can use immediately.
Who Should Attend?
- Regional Property Managers
- Supervisors and Trainers for Onsite Teams
- Property Managers
- Assistant Property Managers
- Leasing Professionals and Leasing Managers
- Resident Services / Resident Relations Team Members
- Maintenance Supervisors
- Maintenance Technicians who interact with residents
NAA Credential Holders
Those that successfully complete this course will receive one (1) continuing education credit for National Apartment Association (NAA) designations.
Questions?
Should you have questions about this course, please do not hesitate to contact education@njaa.com and a member of our team will be more than happy to assist you!