Let’s be honest—working with residents can be rewarding – but when emotions run high, even seasoned professionals can find themselves caught in the crossfire. This session will help recognize manage and de-escalate challenging resident behaviors without sacrificing professionalism or peace of mind. Learn practical communication techniques for handling frustration, anger, and entitlement with confidence and empathy and discover how to set clear boundaries, defuse tense interactions, and maintain control while preserving the resident relationship and keeping your calm, cool and collected. This session is all about taking back your calm (and maybe even your sense of humor). You’ll learn how to handle those tough resident moments without losing your cool, your confidence, or your compassion. We’ll talk about why people “blow up,” how to keep things from escalating, and simple ways to stay professional while still being human.
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Decipher what’s really behind a resident’s outburst.
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Keep your cool and steer conversations back to calm.
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Bounce back fast after a tough interaction.
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Set boundaries that actually work.
Join Lori Snider and the Webinar Wednesday Team on Janurary 14, 2026 at 2pm Eastern Time To Learn How to Turn tension into trust, and remind residents that professionalism and respect go both ways.
About Lori Snider
Lori Snider is a mental health advocate, leading multifamily marketing specialist, learning and experience expert, and she is currently serving as head of Learning and Team Experience for RedPeak. At RedPeak, Lori is providing strategic educational and recruitment direction for the entire company while overseeing all facets of the team member experience. In her 30 years of multifamily experience Lori spent 15 years running her own successful company as an educator, platform speaker, and experience management consultant. She has leased apartments, worked as a marketing director, launched a rental publication, co-founded a boutique marketing and design firm, and executed marketing strategies for a myriad of product types throughout the country.
Proudly sponsored by:
BGSF delivers premier property management staffing and workforce solutions for apartment, luxury, and commercial communities. Recently honored as a National Apartment Association’s Supplier Company of the Year, BGSF partners with leading property management firms across North America to connect them with top-tier talent, from leasing agents and maintenance technicians to concierge professionals, property operations experts, and more. By combining advanced technology with comprehensive training, BGSF boosts operational performance and drives results across residential and commercial real estate, offering flexible staffing solutions for both short-term and long-term needs.
www.BGSF.com
* Each registration is good for one attendee OR one on-site team. If you would like multiple attendees, group viewing events, or other needs, please contact us.
