Managing Conflicts with Tenants, Clients and Employees


Anyone who works in property management knows that conflict is an inevitable part of life: it occurs every day in all types of situations. Property managers must build relationships with tenants, property owners, and employees to be able to address the conflicts that arise on a daily basis.

This course defines conflict, explains the concept of conflict resolution, discusses conflict resolution techniques, and describes conflict resolution skills that are useful to property managers and others. Additionally, it describes methods that property managers can use to resolve conflicts with tenants, clients, and employees. It explores the legal issues that can arise from unresolved conflicts involving claims of housing discrimination, employment discrimination, and breach of fiduciary duties.


Learning Objectives

Upon completion, students will be able to:

  • recognize why conflicts arise
  • explain why it's important to quickly identify and resolve problems that arise among tenants
  • describe the dual roles of property managers: their fiduciary responsibility to property owners and their legal responsibility to provide a certain level of rental services to tenants
  • describe the three federal laws--the Americans with Disabilities Act, the Family and Medical Leave Act, and the Civil Rights Act of 1964--that govern employee rights and strategies that can be used to prevent violations of these laws
  • explain the purpose of the Fair Housing Act and when violations can occur identify the types and sources of workplace conflicts
  • recognize how to strategically use different conflict resolution styles

Designed For

Real estate property managers, property owners, and other licensees who want to learn conflict resolution skills

Find this course for your license:

License or Certification