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3.0 hours Managing Conflicts with Tenants, Clients, and Employees

Managing Conflicts with Tenants, Clients, and Employees  Course Video Image

Course Syllabus:



3 3.0 Elective Hours

Explains the principles of conflict resolution; provides tools for resolving conflicts with tenants, employees, and clients; and discusses the legal implications of unresolved conflicts. It includes three chapters "A Primer in Conflict Resolution," "Resolving Conflicts with a Property's Stakeholders," and "Legal Ramifications of Unresolved Conflicts." Each chapter has four lessons, and each lesson ends with a learning activity and quiz.

Chapter 1 defines conflict, explains the concept of conflict resolution, discusses conflict resolution techniques, and describes conflict resolution skills. Chapter 2 describes methods for managing conflicts with tenants, clients, and employees. Chapter 3 explores the legal issues such as claims of housing discrimination, employment discrimination, and breach of fiduciary responsibility that that can result from unresolved conflicts.

Instructor: Susan Davis
Coura Gaye-Sow
Author: Susan Davis, CDEI 30-138OL
Mandatory Seat Timer: Yes
Format: Online
Credit Hours: 3
Required Quiz Grade: 70
Exam Required: No

Content Review:
The Table of Contents page within each course will list the lesson titles and the expected time it should take the student to complete.

Kickout Minutes:
15 minutes. We need to receive a keystroke or mouse click from you every 15 minutes in order for your elapsed time to apply to your total time. If your elapsed time is greater than 15 minutes, then your time will not be counted towards your course time.

Availability of Course:
You will have 180 days to complete the course. The State course expiration date will override the account expiration date assigned at the time of purchase. Any expired, unfinished course will be replaced with a current state approved course, and will be available to you until your account expires. The courses can be accessed from any device connected to the internet at any time.

Iowa Professional Licensing Bureau course approval number: 30-138OL

Course Objective

Define conflict and describe its elements.

Explain the purpose of conflict resolution and its basic elements.

Use conflict resolution techniques to solve problems concerning a property's stakeholders.

Describe conflict resolution skills.

Use conflict resolution techniques to resolve conflicts between tenants.

Apply conflict resolution techniques to solve problems with tenants.

Analyze issues with clients and develop strategies to manage conflict.

Identify conflicts with employees and develop techniques for resolving them.

Recognize how tenant conflicts can jeopardize compliance with anti-discrimination laws.

Explain the concept of tenant unions and use conflict resolution to address their concerns.

Recognize how conflicts with employees can jeopardize compliance with employment laws.

Describe a property manager's fiduciary responsibility to clients and resolve conflicts that can breach this responsibility.