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Educational
Sessions & Speakers
S E S S I
O N I I
S E S S
I O N I I I
S E S S I O N I V
S E S S I O
N V
S E S S I O N I I
10:40 am - 12:00 pm
II-A
Leadership for
Supervisors: Skills for
Becoming a Successful Leader
WITH MYRON KANNING
For 250 years, leaders have been
trained in conventional management skills. Apartment owners and
managers have utilized these skills to build a strong economic
structure. The speed of change, the employment needs of generation X
and Y, and an
increasing talent shortage requires new leadership skills to be
successful in the future. Without changes recruiting, retention,
absenteeism, and morale will be growing issues. It makes business
sense to create a leadership culture that addresses these issues and
improves bottom line results. In this session participants will
learn that utilizing the leadership and supervisory skills of
aligning, energizing, engaging and involving every person improves
business results. Learn why traditional management skills will not
work in tomorrow’s fast-paced business environment and how to
effectively utilize the top 5 qualities of effective leaders to
improve results at all organizational levels.
Myron Kanning is a faculty member of
Indiana University’s Kelley School of Business and founder of The
Kanning Group, LLC, an affiliation of business performance
improvement specialists. This “tomorrowist,” focuses on the big
picture of business and simplifies the concepts to enhance
everyone’s understanding and buy in. He is dedicated and passionate
about making a difference. Utilizing his unique blending of
experiences, observations, research, and successes as an educator,
consultant, presenter, and successful 30+ year corporate service,
operations, and human resource executive, he takes organizations to
elevated performance plateaus by creating implementation/ execution
excellence.
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II-B
Hard Hitting Tactics for a Soft Market
WITH CARLA GULICK
Let’s face it, the
market is soft! You need good marketing, but there are endless
opportunities to spend your marketing dollars. What should you do?
Before finalizing your plan, get more ideas from an industry expert.
Attend this session to learn many cost effective alternative
marketing tactics that every property marketing effort should
include to enhance more traditional tactics. Some of the exciting
topics presented in this session will include internet marketing,
marketing without money, and negotiating leases in a soft market.
Carla Gulick is the President of ConsultApts, a firm developed
to assist any property owner, investor or management company. She
launched her career in the multifamily housing industry 18 years ago
and has worked with properties throughout the country. Her emphasis
has been in acquisitions, product development, employee training and
marketing management. Carla is widely experienced in property
repositioning, market research, and troubleshooting under performing
properties. She knows how to lease-up properties and increase the
bottom line!
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II-C
Gear Up for Maintenance Success
WITH CATHY MACAIONE
It’s not just lip
service. Maintenance plays a crucial role in a successful apartment
community. In this interactive workshop for all maintenance
technicians and supervisors, we will explore the role of maintenance
in a smoothly run community. Leave this session understanding your
role as a technician and team player. You will understand customer
expectations, as well as learning how to communicate better with
management and leasing staff.
Cathy Macaione is President of CMA
Direct, Inc., an apartment marketing and management, employment
placement and temporary leasing professional placement service. With
more than 19 years experience in the Real Estate Industry, Cathy’s
creative marketing skills have won her numerous awards including
Chicago’s prestigious CAMME and ALEX awards. Prior to starting her
own consulting
business, Cathy held numerous positions, ranging from leasing
professional to property manager to marketing/training director, for
several large management companies in the Chicagoland area. Cathy
also is an experienced trainer and developer of “Personal Touch”
workshops and seminars, and is a frequent contributor of articles on
marketing and management tactics to industry publications. She
remains actively involved with the Chicagoland Apartment
Association.
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S E S S I O N I I I
2:00 pm - 3:20 pm
III-A
Hey, I’m the Customer!
WITH CARLA GULICK
Love them or they’ll
leave you! With a highly competitive market, your property must
practice incomparable customer service. When implemented, the skills
presented in this session will definitely increase resident
retention and help gain new residents. Watch your lease renewals
soar!
See Session II B for Carla Gulick bio.
S E S S I O N I I I
2:00 pm - 3:20 pm
III-B
Organize or Agonize
WITH DEBBIE RABB
Imagine there are
sixteen messages scattered in front of you, all marked as urgent.
The telephone has taken on a life of its own with every line buzzing
and flashing. Scrolls of faxes and computer printouts cascade off
your desk and onto the floor. Your daughter’s softball league final
is this afternoon and she wants you to be there. You have out-oftown
guests arriving at your home tonight because tomorrow is your son’s
birthday. You haven’t even bought him a present yet. Your day
planner has disappeared under any number of stacks of paper on your
desk. For a brief, dizzying moment you can’t even remember what day
of the week it is. Sound familiar? Find out how to address your need
to organize.
Debbie Rabb is a
Productivity Coach and Project Manager for Langham, a
transportation, logistics, and warehousing company. For 13 years
prior to joining Langham, Debbie owned Rabb & Associates which was
the locally owned and operated affiliate of Priority Management, a
worldwide training organization that provides tools, techniques, and
training solutions to enhance productivity. She has
more than 15 years of experience in the area of corporate training
and management development.
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III-C
Let’s Talk Maintenance —
A Roundtable Discussion
WITH DAVID CREEK, TONY O’DELL, GREG
POTTS AND CATHY MACAIONE
This is your
opportunity to talk to experienced industry professionals about
important topics that affect the maintenance field. Roundtables will
include topics such as: Service and the effect it has on resident
retention, How to add a personal touch to your
service requests, Property presentation, The importance of
technology in the maintenance field, and How to retain your best
people in a competitive employment environment.
David Creek, CAMT, is
the Director of Engineering and Technical Services for Buckingham
Companies. He began his apartment maintenance career in 1984 as a
groundsman. Prior to joining Buckingham in 2000, David had more than
sixteen years of maintenance experience, including ten years as a
maintenance supervisor. David’s current responsibilities include
capital expenditures items, budget preparation, and in-house
training. He is a certified proctor for the EPA and currently
administers the testing through the Apartment Association of
Indiana.
Tony O’Dell, CAMT, has
been in the apartment industry for the past 15 years. Tony began his
career in 1988 as a maintenance technician in Fort Wayne. In less
than a year, Tony was promoted to maintenance supervisor. Tony was
awarded the Maintenance Technician and Maintenance Supervisor of the
Year award for the Apartment Association of Fort Wayne/Northeast
Indiana a total of four times from 1993-1999. He is currently
employed by the JC Hart Company.
Greg Potts is the
Director of Technical Services and Training Specialist for Dominion
Realty, Inc. With 18 years of experience in the multi-family housing
industry, Greg offers technical assistance to field personnel and
routinely conducts training in a wide area of industry related
topics. Along with several specialized certifications, Greg is a
Certified Pool and Spa Operator and has received CAPS and CAMT
designations through the National Apartment Association.
See Session I-C for Cathy Macaione bio.
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S E S S I O N I V
9:00 am - 10:20 am
IV-A
Close the Back Door! You’re
Letting the Residents Out!
WITH LORI SNIDER
Why does the typical
resident feel no connection to your community? Are renewals drudgery
or delight? Learn how to continue to provide a positive impression
to your residents, and what questions to ask that provide real
feedback from them. In addition to learning the full importance of
renewals and how they affect your bottom line, in this session you
will learn renewal strategies that actually will delight your
residents. Discover tactics that provide ammunition in combating
concessions, and how to make
referrals your number one source of traffic.
Lori Snider is a professional speaker and marketing consultant
specializing in programs for the multi-family industry. Lori started
her multifamily career while looking for an apartment more than 17
years ago and has worked for both mid-size and large management
companies in the Midwest and Western United States in positions from
leasing, sales manager, training director and regional marketing
director. Lori assisted in the successful launch of a national
rental publication, and has obtained extensive experience in the
areas of product repositioning, new development, lease ups and
market strategy and performance in overbuilt markets. Lori also has
developed and implemented a state-of-the-art sales training program
for new leasing professionals, and was responsible for the overall
marketing effort for more than 3,000 lease-up units since 1998.
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IV-B
Get What You Want With
What You’ve Got
WITH CHRISTINE CASHEN
We all are being asked
to do more with less. And honestly, we all are given what we need to
succeed. Sometimes we just need some help in getting there. This
session will help you take your skills to the next level. You will
learn how to get more done in less time. You will understand energy
transfers for effective communication. You will put the “storm” back
into brainstorming. And you will discover how humor can increase job
satisfaction, improve morale, and reduce stress.
Christine Cashen is an award-winning
and highly recognized speaker who in the past eight years has
presented to thousands of individuals coast to coast throughout the
United States, Canada, South Africa and Australia. Christine holds a
Bachelors Degree in Communication and a Masters Degree in Adult
Education. What makes her unique is the “real” factor. Drawing from
her varied background as a business owner, university admissions
officer, corporate trainer, credentialing agent and broadcaster, she
combines a down-to-earth attitude with a colorful artistic streak.
She is a professional member of the National Speakers Association
and is an authority on sparking innovative ideas to handle conflict,
reduce stress and energize employees. Christine is featured
regularly as a creativity expert in HOW Designs at Work magazine.
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IV-C Part I
Our
Changing World: Serving
Multiple Generations
WITH PAT PATTERSON
Generational diversity
can affect your business much more than anyone has thought. When
working with various generations, companies should develop hiring,
training, compensation, benefits and retirement programs that take
into consideration qualities and characteristics unique to different
generations. Additionally, companies must acquire, serve and retain
customers of various ages with the same unique characteristics. How
can a 24-year-old with multiple piercings successfully lease to a
retiree? Can a spoiled Baby Boomer have a successful outcome to a
complaint he made to a young Echo Boomer who doesn’t really care?
Does your overworked assistant manager want a day off or a business
trip to attend an important meeting? In other words, age does make a
difference.
Pat Patterson is the
Regional Manager for Senior Outlook magazine, a division of For Rent
Magazine. She is responsible for the overall management of three
publications; Atlanta, Phoenix and South Florida, and expansion into
other U.S. markets. Senior Outlook assists consumers 55+ in their
search for retirement housing and senior care options. A Virginia
native and graduate of Virginia Tech University, Pat has extensive
experience in sales, marketing management, market and customer
satisfaction research, sales training and Internet marketing. Pat
has a long history in the multi-housing industry, working for Equity
Residential and Insignia management companies in addition to Vice
President of Sales and Marketing for the HPC Apartment Guides. She
is a former board member of the National Apartment Association, NSC
Chair, Supplier of the Year and has served as a council member with
NMHC.
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V-C
Persuasion Leasing: How To Be Better
When You Are Already Really Good
WITH LORI SNIDER
If you are good, you
can be even better. Take product knowledge to an all new level.
Learn strategies to enhance your memory skills, and how to really
know availability then how to apply it to your sales presentations.
Take responsibility in attracting traffic to your community. Hear
telephone strategies that will delight your clients and get them
through the door. Think creatively and find features you never
thought of selling as benefits. Hear creative sales tour ideas that
will make your tour a memorable one. And, learn how to follow up
like you have never followed up before. Discover these and other
strategies to help you meet your goals.
See session IV-A for Lori Snider bio.
S E S S I O N V
10:40 am - 12:00 pm
V-A
Why Can’t Everyone Just Get Along?
WITH CHRISTINE CASHEN
Wish you had the
perfect words for any situation? Wish your team truly acted like a
team? Tired of personal and professional conflict? Build
relationships and take success to the next level! Learn techniques
to identify, understand and cope with confrontation to develop the
confidence you need to resolve difficult issues. Understand what
makes different personality styles tick and how to communicate with
them. Learn to approach conflict creatively by outlining tactics to
keep your cool, defuse situations and blow off steam before you
boil.
See Session IV-B for Christine Cashen
bio.
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V-B Part I
Hot
Topics in Fair Housing
WITH KATHELENE COUGHLIN
Fair Housing issues can
be complicated and potentially expensive. With so much at stake, you
cannot afford to make mistakes. Several of the most challenging fair
housing issues arising in multifamily housing will be addressed in
this session presented by a fair housing attorney and trainer. Some
of the topics that will be presented in this two part session
include how to recognize a request for reasonable accommodation and
how to document the process. Also reviewed will be fair housing
dilemmas for tax credit properties, plus negotiation and marketing
tactics that can cause fair housing problems. Bring along any
questions you need answered.
Kathelene Coughlin
serves as Chief Executive Officer of the Fair Housing Institute, a
full-service training and consulting firm whose mission is to
educate and advise the housing industry throughout the country about
the social and economic benefits of providing fair housing and equal
employment. Kathelene also is a partner in the Law Firm of Coughlin
& Kitay, providing defense and preventative representation for the
housing industry in all civil rights matters. In her previous
positions, Kathelene served as both a fair housing attorney and as
Director of the Fair Housing and Equal Opportunity Program for HUD’s
Southeast Region. During her career with HUD, she directed and
participated in the investigation, resolution, and litigation of
thousands of fair housing cases. She has provided fair housing
training to private housing providers, associations, and government
entities throughout the country for the past twenty years. She is a
frequent speaker at many of the national housing association
meetings each year.
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S E S S I O N V I
1:40 pm - 2:50 pm
VI-A Part II
“Hot Topics in Fair Housing”
WITH KATHELENE COUGHLIN
See session V-B for
description and speaker bio.
VI-B
Part II
Our Changing World: Serving
Multiple Generations
WITH PAT PATTERSON
See
session IV-C for description and speaker bio.
VI-C
Becoming an Employer of Choice:
Recruiting & Retention Strategies
WITH NANCY AHLRICHS
Employers feel
frustrated because of the difficulty they encounter trying to
attract and retain the quality and quantity of people needed to
achieve organizational goals. Without the right people in the right
jobs, no profits can be made. Success hinges upon the ability, skill
and motivation of an organization’s people. Recruiting and retaining
staff, especially in our tight hiring market, is the key to every
organization’s success. “Employers of Choice” (EOCs) do both well.
In this presentation based on research from the Conference Board,
Walker Information, the Best Place to Work Institute, and McKinsey &
Co., you will learn about the characteristics of EOCs and receive
more than 50 specific strategies and tactics to attract and retain
needed employees at all levels within the organization. The
strategies and tactics that work well for “Employers of Choice”
nationwide can be implemented in organizations of any size or in any
type of business.
Nancy Ahlrichs knows
the secret that separates organizations with high turnover and lower
profits from those with high quality of services, products and
financial performance. She has written numerous articles and guest
columns for the Indianapolis Business Journal, technical journals
and online resources such as
www.InsideIndianaBusiness.com,
www.Monster.com
and
www.BrassRing.com. Her new book, Manager of Choice: 5
Competencies for Cultivating Top Talent, will be co-published by the
Society for Human Resource Management (SHRM) and Davies-Black
Publishing for release in October 2003. Her first book is Competing
for Talent: Key Recruitment and Retention Strategies for Becoming an
Employer of Choice. A Purdue
graduate with both her B.A. and M.S. degrees, she is also certified
as a Senior Professional in Human Resources (SPHR).
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