The Resident is NOT the Problem
This empowering and perspective-shifting course redefines how multifamily professionals view resident interactions. Designed for leasing, management, and maintenance teams, it teaches practical, positive strategies to transform conflict into connection. Learn to approach resident concerns with empathy, professionalism, and a proactive mindset that leads to renewals—not resentment.
Learning Objectives:
- Reframe Resident Issues: Recognize the difference between "resident problems" and "problem residents," and adopt a mindset that values residents as partners, not obstacles.
- Communicate with Empathy & Clarity: Practice empathetic listening and professional responses - even with irate residents - to build rapport and de-escalate tense situations.
- Apply Creative Problem-Solving: Use actionable techniques to find mutually beneficial solutions without hiding behind policies or becoming defensive.
- Choose Empowered Reactions: Develop emotional intelligence skills to remain calm, kind, and solution-focused - become the thermostat, not the thermometer.
CONTINUING EDUCATION CREDIT: In order to earn Continuing Education Credits (CECs), viewers must attend the live virtual class. No credit will be earned from watching the recording posted to our website following the class. Attendees are encouraged to turn on their video cameras and participate in any poll questions/open discussion from the speaker(s). Credit hours are based on webinar duration.
Instructor
Pam has a unique ability to provide training materials in a captivating and entertaining format and facilitates presentations and webinars nationally for the Multifamily industry. She began her career over 35 years ago with the U.S. Department of Housing and Urban Development in Indianapolis, Indiana. Her next role led her to the Gene B. Glick Company, enjoying 23 years in various positions, including the Director of Training for nine years. In 2017, Pam joined Edge2Learn as the Director of Engagement and Communications, where she shared her passion for training until she retired from full-time employment in 2022.
In 2023, she launched Pam Pederson – Enthusiastically Consulting, taking what she’s learned to help others continue their learning journey.
Pam has volunteered with the Indiana Apartment Association for over 16 years, receiving the Volunteer of the Year Award in 2011.