Communicating with Stressed-out, Difficult Tenants

[Jillian Campayno]

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.

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.

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.

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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.
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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.

Accessibility
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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
https://us02web.zoom.us/j/8834...

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

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Meeting ID: 883 4356 5941
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Pricing
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 .

Register at: MassLandlords.net/events