Cost: $59 Members | $109 Non-Members
Two (2) CAPS, CAM, CAS, NALP, CAMT continuing education credits
Is the customer really always right? What do we as responsible managers and customer service representatives do when residents go on the attack?
In this course, we will identify some tried and true techniques in dealing with conflict resolution. We will discuss de-escalation techniques. We will investigate how we as managers may build comfort zones that give residents the freedom to push and cross lines. We will take a look at what you “have” to take versus what you “don’t have to take”. Finally, we will discuss some real-life case scenarios where residents and/or managers went too far, resident retaliation, and managing social media conflict.
For More Information:
Brandon Negron, has almost 20 years of experience in the multifamily housing industry. Starting from entry-level, he’s held roles from leasing to executive. Currently, a Regional Manager with Winston Salem based Landura Management Associates, an affordable housing developer, and management company. Brandon specializes in the re-positioning of distressed and underperforming assets. With a passion for education, Brandon possesses his NALP, CAPS, HCCP and C3P. He studied finance at Johnson and Wales University and previously was an Investment Banker, working on Wall Street before transitioning to a multifamily real estate career. He also continues to manage his own consulting firm where he advises potential real estate investors on asset acquisition, development, and performance optimization. Brandon has been teaching property financials courses at the TAA for 8 years. When asked what he loves about the TAA he said, “EVERYTHING. No association is more committed to the development and growth of its members more than the TAA. It is an honor and a privilege to be a small part of that development for the last 8 years. I feel at home when at the podium in the TAA Education Center.”