When "Calm Down" Doesn't Cut It: How to De-escalate Conflict and Keep Cool

Dealing with difficult people in the workplace is nothing new to multifamily professionals. However, dealing with difficult people amid a global pandemic adds an extra layer of tensions that could drive you (or your customer) over the edge. In this session Katie shares the do's and don't of de-escalating conflict while guiding participants through techniques that can easily be used to turn confrontation inot compromise. 

*Learn how to anticipate a potential conflict

*Identify the necessary skills for de-escalating conflict

*Obtain self-regulation techniques

*Gain tips for handling hot burron issues, such as residents not wearing a mask