The Resident is NOT the Problem!
Shift perspective and turn resident conflict into connection.
Join Us Virtually
Event Details
This perspective-shifting course helps multifamily professionals rethink how they approach challenging resident interactions. Designed for leasing, management, and maintenance teams, national speaker Pam Pederson shares practical strategies to turn conflict into connection, using empathy, professionalism, and proactive communication to drive renewals instead of resentment.
Participants will learn how to separate resident behavior from identity, deescalate tense situations, and respond with confidence while maintaining policy integrity and positive relationships.
Learning Outcomes
-
Re-frame Resident Concerns: Distinguish between a solvable resident issue and the “problem resident” mindset to better address concerns and improve community outcomes.
-
Communicate with Empathy & Professionalism: Apply empathetic listening and clear communication techniques to build rapport, deescalate conflict, and deliver policies without defensiveness.
-
Apply Practical Problem-Solving Strategies: Move beyond rigid responses to identify solutions that resolve issues efficiently and enhance resident satisfaction.
- Strengthen Emotional Intelligence: Learn how to stay calm and solution-focused under pressure, setting the emotional tone rather than reacting to it.
Why Should You Attend?
Challenging resident interactions are inevitable, but conflict doesn’t have to be. This course helps you shift from reacting emotionally to responding strategically. You’ll gain practical tools to deescalate tense situations, communicate with empathy, and maintain professionalism without sacrificing policy or control. If you’re looking to reduce stress, improve resident relationships, and create more productive conversations that support retention, this class delivers skills you can use immediately.
Who Should Attend?
- Regional Managers
- Property Managers
- Assistant Managers
- Leasing Professionals
- Maintenance Team Members
- Team Trainers
- Marketing Professionals
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!