Statewide Virtual Meeting Mon Sep 26: Communicating with Stressed-out, Difficult Tenants

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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.

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.
picture of Kris Snyder, Certified Massachusetts Landlord
Kris Snyder, Certified Massachusetts Landlord
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

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.

Picture of Patrick Sullivan. Patrick is wearing a gray hoodie with the logo of
Patrick Sullivan of Obtainable Sobriety, also a MassLandlords Director, will moderate networking time.
You can volunteer for a future event.

Networking time will be moderated by Patrick Sullivan. Patrick has been an avid landlord since 2007 primarily focusing on multi families in the greater Worcester area. Having worked in high level IT his whole life he looks at things from a different perspective which he applies to real estate. He became a Real Estate agent in 2015 and now primarily focuses on Sober living facilities for people recently out of drug and alcohol treatment centers. Patrick sits on the statewide MassLandlords Board of Directors.

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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, September 26th

Virtual Meeting Agenda (New Times!)

  • 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 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 are not recorded.
  • Webinars have limited participation options (typed questions only) and 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.

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 Stressed-out Tenants Virtual Meeting September 26, 2022 Time: Sep 26, 2022 05:00 PM Eastern Time (US and Canada) Join Zoom Meeting Meeting ID: 880 3200 5333 Passcode: Password will be emailed and viewable online Dial by your location +1 312 626 6799 US (Chicago) +1 646 876 9923 US (New York) +1 646 931 3860 US +1 301 715 8592 US (Washington DC) +1 309 205 3325 US +1 408 638 0968 US (San Jose) +1 564 217 2000 US +1 669 444 9171 US +1 669 900 6833 US (San Jose) +1 719 359 4580 US +1 253 215 8782 US (Tacoma) +1 346 248 7799 US (Houston) +1 386 347 5053 US Meeting ID: 880 3200 5333 Passcode: Password will be emailed and viewable online Find your local number:


Open to the public. Membership is not required!

  • Public: $21
  • Members: $7

This event will not be recorded.

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


Click here to purchase tickets for this event

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

This event is operated by MassLandlords staff.

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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