OR 3.0 hours Managing Conflicts with Tenants, Clients, and Employees - Course Syllabus
3.0 Elective Hours
Conflicts with tenants like rental payment issues, unauthorized occupants, unsupervised children, and roommate issues will arise. These conflicts should be addressed immediately to prevent cash flow issues, maintain safety, and ensure that tenants adhere to the rules. The way that property managers address these problems affect the outcome. Focusing on finding solutions to the problems as opposed to blaming tenants and providing clear cut communication about the violations and their consequences can help resolve these problems.
Property managers who remain level headed during conflicts with tenants are more likely to effectively resolve those conflicts and maintain good relationships with tenants. For example, if the property manager becomes defensive when an angry tenant accuses him or her of negligence because a repair hasn't been made, it could increase the tenant's anger. In contrast, if the property manager maintains a calm demeanor, listens patiently to the angry tenant, apologizes, and offers a date and time to make the repair, then the tenant is more likely to calm down. Resolving such complaints and conflicts is important because tenants who feel threatened, mistreated, and unheard might move and share their experiences with potential tenants.
This course provides strategies for successfully resolving conflicts with tenants like non-payment of rent, non-compliance with rules, damage to property, and criminal involvement.