Statewide Virtual Meeting Mon Mar 27th: Communicating with Stressed-out, Difficult Tenants

event marketing picture showing zoom details, date, and speaker or topic for communicating with tenants virtual meeting 2023-03-27
4th monday

This panel discussion will help us develop self-management, communication and conflict-resolution skills. We will particularly focus on high-conflict situations. We will cover:

  • How owners and managers can earn goodwill before drawing down on it.
  • "Going to the balcony" for mental separation from heated, emotionally charged tenant situations.
  • Phrases and approaches that de-escalate, especially where a renter escalates.
  • When renters threaten unnecessarily to call city inspectors or deny access to make repairs.
  • Identifying the time and place for simple listening vs. problem solving vs. going to court.
  • How to bring up difficult situations like unauthorized occupants, rent withholding, property damage, noise and nuisance and more.

Attendees will leave having been introduced to basic approaches, examples of phrases to use or avoid, and best practices for resolving difficult situations.

Peter Shapiro of Good Landlord Consulting Services and MassLandlords Stakeholder Liaison and Helpline Counselor

Peter Shapiro runs Good Landlord Consulting Services (GLCS) and is a MassLandlords Helpline Counselor

picture of Kris Snyder, Certified Massachusetts Landlord

Kris Snyder, Certified Massachusetts Landlord

An example of a stressful situation is where one person talks too closely and too loudly at another.

Stressful situations don't need to remain so. We'll show you how to manage your own and other's reactions.

Part of this event will be presented by by Peter Shapiro. A graduate of MIT's Master's Program in City Planning, Peter founded and directed Mediation For Results, a Program at Just-A-Start Corporation, a nonprofit in Cambridge, Massachusetts. From 1990 to 2015, Peter and his team provided landlord counseling, mediation and homelessness prevention, and led landlord support groups across Metro Boston. Peter now provides Helpline and Member services for MassLandlords and also provides landlord counseling and mediation for the City of Boston. Peter is the author of The Good Landlord: A Guide to Making a Profit While Making a Difference.

Part of this event will be presented by Kris Snyder, member and Certified Massachusetts Landlord Level One Provisional. Kris has a professional background in customer service across several industries, including nonprofits. They are practiced at deescalation and diffusing via written communication inluding texts, chat and email. Kris also has sexual assault disclosure training via BARCC that has taught them valuable skills for making sure people feel heard and listened to when they are experiencing trauma or other stress. Kris has been a regular contributor to our members-only Facebook discussion group.

Erin Zamarro of A.A. Zamarro Realty will
moderate networking time.
You can volunteer for a future event.

Networking time for this event will be moderated by Erin Zamarro. Erin is a real estate broker in Worcester, operating since 2008. She is a member of MassLandlords and the National Association of Realtors. Erin frequently works with buyers and sellers of multifamily or investment properties, as well as assisting property owners with rentals. She owns 8 units in Worcester.

Public Ticket
(early bird)
Member Ticket
(early bird)
Public Ticket Member Ticket
Statewide Virtual Meeting - Mon March 27
Communicating with Stressed-out, Difficult Tenants
$21 $7

"No Sales Pitch" Guarantee

MassLandlords offers attendees of directly managed events a "No Sales Pitch" guarantee. If a guest speaker offers services, their presentation will not discuss pricing, promotions, or reasons why you should hire them.
We do not permit speakers to pay for or sponsor events. Guest speakers are chosen for their expertise and willingness to present helpful educational content. Your purchase of an event ticket sustains our nonprofit model.

Monday, March 27th

Virtual Meeting Agenda

  • 5:00 pm Sign-in and virtual networking: you can chit chat with others as people log in
  • 5:40 pm Presentation
  • 6:40 pm Virtual Meeting ends

By member survey, the business update has been reimagined as a set of convenient videos viewable anytime online.

Participation is Easy

We have two formats of online events:

  • Virtual meetings include optional audience participation via video, phone, and screenshare and, unless stated otherwise, are not recorded.
  • Webinars have limited participation options (typed questions only) and, unless stated otherwise, are recorded.

Our virtual registration desk is open for all events one hour starting 30 minutes prior to the event start time. Call 774-314-1896 or email for live, real-time help signing in and using your technology.

If joining a virtual meeting, please use the zoom "test audio" feature. You will be allowed to talk to others if your microphone is good and there is no background noise. We reserve the right to mute anyone for any reason. Attendees without a microphone or who don't want to be heard can type questions.


Automatic closed captions may be activated at any time. Simply turn on this setting from inside the Zoom app.

Questions may be asked over microphone after using the "raise hand" feature of zoom. Questions may also be entered via the Zoom text chat box.

Virtual Meeting Details (hosted by Zoom)

We will share our video, audio, and computer screen and slides.

  • Optional: You can share your video with everyone, talk to everyone, and type chat with everyone. Video sharing is not required. Talking is not required.

Password will be emailed and viewable online.

Topic: Communicating with Tenants Virtual Meeting March 27, 2023
Time: Mar 27, 2023 05:00 PM Eastern Time (US and Canada)

Join Zoom Meeting

Meeting ID: 883 4356 5941
Passcode: Will be emailed and viewable online

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Meeting ID: 883 4356 5941
Passcode: Will be emailed and viewable online
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Open to the public. Membership is not required!

  • Public: $21.00
  • Members: $7.00

This event will not be recorded.

Slides and handouts if any will be uploaded to Communicating with Tenants.


Public Ticket
(early bird)
Member Ticket
(early bird)
Public Ticket Member Ticket
Statewide Virtual Meeting - Mon March 27
Communicating with Stressed-out, Difficult Tenants


This event is operated by MassLandlords, Inc. staff.

This Virtual Meeting counts for continuing education credit for Certified Massachusetts Landlord Level Three. Beep in. Leave feedback/beep out.

Want to speak at a MassLandlords meeting? Submit a speaker request.

This is part of the Virtual rental real estate networking and training series.

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