welcome - ellisepmsonline.com/wp-content/uploads/2017/03/difficult-residents... · focus on problem...
TRANSCRIPT
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Welcome Difficult residents
strike again!
epmsonline.com|[email protected]|847-707-2472
Copyright2016EllisPartnersinManagementSoluEons
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Questions?
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Your state of mind Tips for responding
Final thoughts
T OP ICS
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YOU MUST CHANGE HOW YOU REACT TO PEOPLE BEFORE
YOU CAN CHANGE HOW YOU INTERACT WITH THEM.
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Thought #1 Your state of mind
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PERSPECTIVES
Switch
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CHOOSE YOUR APPROACH
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PLAN FOR IT
If you can predict it
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PLAN AN EXIT STRATEGY
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Thought #2 Tips for responding
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Maintain self-control words, facial expressions, tone
TIP #1
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Focus on problem solving. Minimize misinterpretation.
TIP #2
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Focus on winning rapport and respect
TIP #3
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Apply appropriate pressure
TIP #4
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Always be leading rather than following
TIP #5
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Thought #3 Final Thoughts
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OPPORTUNITY Embrace it for what it is
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Care. And mean it. Respond in real time Offer to make it better Make the extra mile
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VALUE C ontinuously deliver
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ALL FEEDBACK HAS SOME TRUTH IN IT.
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TAKEAWAY S Your state of mind Tips for responding
Final thoughts
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SERVICES OFFERED BY ELLIS PARTNERS & RENTER’S VOICE
Ratings & Reviews Resident Surveys Apartment Mystery Shopping Reputation Management Strategy Training & Coaching
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Danielle Walker [email protected] rentersvoice.com epmsonline.com
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Questions?