Communicating with Stressed-out, Difficult Tenant Behaviors

This video focuses on self-management, communication and conflict-resolution skills. We 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.

Get an introduction to basic approaches, examples of phrases to use or avoid, and best practices for resolving difficult situations.