Apartment Trends Magazine September 2016

Fall 2016 Schedule of Seminars SEPTEMBER 2016 TUESDAY, SEPTEMBER 20 | 9-12 Dealing with Difficult People Presented by: Ben Nollola, CWS Apartments $49 MEMBER EARLY BIRD | $59 MEMBER | $79 NON-MEMBER It is hard to maintain your calm and not take it personally when your customer is being difficult or rude, yet that is what is necessary in business. This class will show you ways to communicate more effectively with the unhappy customer and find a positive solution. TOPICS INCLUDE: WEDNESDAY, SEPTEMBER 28 | 9-4 »» Understanding the difference between difficult vs. upset people. »» What makes a person difficult. »» Learn the skills to master managing difficult people. »» Learn the three stages of conflict and how to manage the customer. »» Quick tips on how to handle common hassles. »» 10 active listening tips. »» How to avoid escalation. THURSDAY, SEPTEMBER 22 | 9-12 Building Envelope 2.0 NEW! Presented by: Michael A. Hearn & Liberty E. Lewis, Hearn & Fleener, LLC $49 MEMBER EARLY BIRD | $59 MEMBER | $79 NON-MEMBER A 3 hour program for people who need to do more than simply identify what is on the building. We will discuss types of claddings, proper installation and repairs, and the engineering thought process behind how certain systems work. This class will make maintenance workers and supervisors more effective at identifying sources of water intrusion and better able to prolong the useful life of a project's building envelope products. KEY TO MANAGEMENT Business Writing that Works! NEW! Presented by: Ruth Smith, 360 Training $179 MEMBER EARLY BIRD | $199 MEMBER | $299 NON-MEMBER We all know what good writing is. It's the novel we can't put down, the poem we never forgot, and the speech that changes the way we look at the world. Good writing is the memo that gets action and the letter that says what a phone call can't. In business writing, the language is concrete, the point of view is clear, and the points are well expressed. Good writing is hard work, and even the best writers get discouraged. However, with practice you can feel more confident about your own writing. This one-day workshop will give participants the tools to become better writers. SPECIFIC LEARNING OBJECTIVES INCLUDE: »» The value of good written communication. »» How to write and proofread your work so it is clear, concise, complete, and correct. »» How to apply these skills in real world situations. »» Understanding the proper format for memos, letters, and e-mails. SCHEDULE OF MODULES: »» October 7: Orientation, Industry Essentials & Property Maintenance »» October 13: Financial Management »» October 14: Legal Issues »» October 20: Resident Experience / Risk Management »» October 21: Marketing »» October 27: Human Resource Management October 7 - 27, 2016 (6 days) 9:00am - 5:00pm 10 | TRENDS • SEPTEMBER 2016 HIGHLIGHTED SEMINARS AVAILABLE FOR CAS CERTIFICATION $799 MEMBER EARLY BIRD (THROUGH 9/23) | $999 MEMBER | $1,299 NON-MEMBER www.aamdhq.org

Apartment Trends Magazine September 2016 | Page 12