Training Services:

Occupancy Solutions Skills Series

Property Management Training Services | Occupancy Solutions - 2Listed below are some of our most requested sessions currently offered by Occupancy Solutions, LLC. Most sessions are full day sessions but may be condensed and/or combined to meet your needs.

Should you require education on a topic not currently listed below, Occupancy Solutions is always willing and able to create custom sessions or series of sessions just to meet your specific needs, just contact Occupancy Solutions to discuss your needs, concerns and ideas today!

Executing Success Strategies – Solutions for Overcoming Objections & Closing with Confidence 

Approximately 70% of the time, leasing professionals do not attempt to close the deal with prospective residents. Why? Easy! We’re human and we fear rejection. The best way to combat fear is with knowledge and skill. This session is for anyone who comes in contact with prospective residents. We will explore a variety of effective closing techniques and break down several different common objections, brainstorm on specific objections participants face at their apartment communities, and role play using our newly learned skills.

Hitting a Home Run – Basic Leasing Skills & Property Management Solutions That Will Land You a Lease!

Telephone Techniques: When a prospect calls, we seem to be under the impression that they are calling to hear everything our community has to offer, which then will lead to further exploration. WRONG! The reality is, they have a long list of places to call and they’re working on reducing their list to only a few communities to visit and explore further. Learn the techniques to ensure that your community lands on that list.

The Vital Visit: You’re on the short list and got them through the door, now what? We’ll walk through steps from greeting, identifying the prospect’s needs, and community demonstrations that include highlighting features & benefits of the community.

Fantastic Follow-Up: What? They didn’t lease? No worries, we will review and explore fantastic follow-up strategies that will result in return visits and ultimately, leases!

Property Management Training Services | Occupancy Solutions - 2_1The Building Blocks of Successful Outreach and Networking – Solutions for Effective Marketing in Today’s World

A common misconception is that performing outreach is the same as cold calling. Most people dread cold calling for fear of rejection, because of this, people don’t conduct outreach. The difference between the two is that outreach is partnership building and cold calling is asking for a sale! We will explore why, who, how and when to outreach. Learn what to say to increase referrals and create value-added programs at your community. The other half of the day we will explore networking. You’ll learn network techniques and explore what to do before, during and after the event to make it easier, fun and effective. By the end of this session you will have all the tools to be very successful and effective!

Rolling Out The Red Carpet And Unlocking The Secret To Positive Resident Retention Solutions

It’s five to seven times more expensive to find new residents than it is to keep current ones. We will cover simple but effective customer service techniques in resident retention. Create a basic retention plan and learn inexpensive ways to manage customer relationships. You’ll walk away with at least 75 retention ideas that you can take back and implement right away.

Powerful Business Letter Creation – The Secret of Writing Effective Business Letters with Purpose

Written communication is a vital component to your overall customer relations; however, writing is a skill not everyone possesses. Learn the basics of writing standard business letters. Proper grammar, spelling and punctuation are critical to any piece you create. The best letter loses its effectiveness if there are spelling or grammatical errors. We’ll explore tools you can use to enhance your writing abilities while improving customer service and resident retention. The techniques you learn in this session will enhance your writing abilities.

Solutions for Communicating with the "55 & Better Generation" 

Understanding the different generations within the senior group; means smarter marketing!  In order to establish a connection and a level of trust, it is important to have at least a basic understanding of how the client’s cultural experiences have influenced his or her communication style and life choices. We will discuss strategies by each generation for communication, marketing, advertising and extraordinary service. 

Embracing A Cross-generational Workforce - Intergenerational Communication Solutions

While having various cultures and generations in one workplace can present communication problems and conflicts, the benefits of such a variety in the workplace outweigh it. As older workers delay retiring and younger workers are entering the workforce, the work environment has become a patchwork of varying perspectives and experiences, all valuable to say the least.

This session will help participants understand the various generations present at work, and understand what motivates them and dealing with them on a daily basis. Both the young and older team member will have many ideas to offer, which will help the organization thrive in the marketplace. 

A Blueprint For Change – Enhancing Professionalism And Taking Professional Practice To The Next Level

We have all heard the saying, “Treat others as you would like to be treated.” These days, we are moving to “Treat others how THEY would like to be treated.”  It’s all about perception.  So is professionalism. In today’s business world, professionalism is increasingly important to compete in the market place and to increase your community’s value.  Walk away from this session with the top 10 ways to increase your professionalism.

It's Fair Housing, Not Fear Housing! -- Fair Housing Solutions For the Property Management Professional

It is important that every multifamily professional, regardless of position, understands the Fair Housing Act, what it covers and how to comply to reduce liability and increase customer service! This is an interactive course that will cover more than just the basics but will also educate everyone from groundskeepers & maintenance technicians to COOs and CEOs of property management companies on how to implement and practice compliance from the ground up.

Affirmative Fair Housing Plan Solutions

Creating an Affirmative Fair Housing Plan that will be approved can prove to be a challenge and in some cases a complete mystery. We will go through how to create not only a plan that will be approved but one that you can implement at the site level. We will review the requirements and identify the sources for the various pieces of information necessary to complete and confidently submit for approval.

Selecting Qualified Residents & Minimizing Your Risk--Tenant Selection Plan Solutions

A Tenant Selection Plan is a set of criteria that you establish to determine the acceptability of potential applicants. It’s helpful to create a tenant selection plan before you begin looking for applicants and accepting rental applications. This will create a fair process to help you avoid selecting residents on a case by case basis and making judgment calls that could violate fair housing laws. We will review the HUD required information as well as suggested requirements that will make your Tenant Selection Plan easy to follow, enforce and will reduce your liability.

Standing Out From The Crowd - Successful Marketing, Leasing & Resident Retention Solutions For The Affordable Housing Industry

This series is specifically designed for Affordable Housing professionals who want to improve their leasing and marketing skills and meet the ever-increasing demand of competing with Market Rate communities. This is a three part series: “Basic Leasing Skills”, “Marketing For Results” and “Exceptional Customer Service =Resident Retention =Income Optimization".  Each of these sessions addresses:

  • Perception vs. Reality - De-Mything Stigmas and Stereotypes of Affordable Renters, Communities and Market Environments.
  • How to lease or market a community with multiple programs and mixed target markets - Senior, Family, Affordable & Market Rate.
  • How to compete with a market rate community when your rents are the same but amenities are less.
  • How to make a conscious shift from ”It’s low income and needs driven so we don’t need to market or lease” to “We need solid marketing and leasing skills to compete.”
  • How to lease or market without the fear of compliance
  • Have you ever thought or heard: “I need a concession” or “It’s the market”.  How to identify the real obstacles.
  • How to identify differences and commonalities between Market Rate and Affordable Housing for leasing, marketing, services and amenities.

The Art Of Digital Marketing – Social Media Campaign Solutions That Drive Reach And Engagement For Your Property Management Business

Are you using Facebook and Twitter correctly?  Find out how to maximize your social media presence and engagement by walking through the steps of creating an effective social media marketing campaign.  Learn tips and techniques for producing interesting and engaging content that will make your community stand out, improve resident retention, generate leads and increase your social media visibility.  Leave with numerous resources to assist you with your future campaign plans. 

Boosting Performance & Increase Productivity With Time Management Solutions

Time management training most often begins with setting goals. These goals are recorded and may be broken down into a project, an action plan, or a simple task list. Activities are then rated based on urgency and importance, priorities assigned, and deadlines set. This process results in a plan with a task list or calendar of activities. Routine and recurring tasks are often given less focus to free time to work on tasks that contribute to important goals. This entire process is supported by a skill set that should include personal motivation, delegation skills, organization tools, and crisis management. We’ll cover all this and more during this workshop.

  • Plan and prioritize each day’s activities in a more efficient, productive manner
  • Overcome procrastination quickly and easily
  • Handle crises effectively and quickly
  • Organize your workspace and workflow to make better use of time
  • Delegate more efficiently
  • Use rituals to make your life run smoother
  • Plan meetings more appropriately and effectively

Building Your Dream Team – Effective Collaboration and Team Building Solutions For Your Business

For most of us, teamwork is a part of everyday life. Whether it’s at home, in the community, or at work, we are often expected to be a functional part of a performing team. This workshop will encourage you to explore the different aspects of a team, as well as ways that they can become a top-notch team performer. By the end of this workshop, you should be able to:

  • Describe the concept of a team, and its factors for success
  • Explain the four phases of the Tuckman team development model and define their characteristics
  • List the three types of teams
  • Describe actions to take as a leader and as a follower for each of the four phases (Forming, Storming, Norming and Performing)
  • Discuss the uses, benefits and disadvantages of various team-building activities
  • Describe several team-building activities that you can use, and in what settings
  • Follow strategies for setting and leading team meetings
  • Detail problem-solving strategies using the Six Thinking Hats model, and one consensus-building approach to solving team problems
  • List actions to do, and those to avoid, when encouraging teamwork

Skills For Success – Solutions For Optimum Leadership and Supervision in the Property Management Industry

Welcome to the Supervising Others workshop. Supervising others can be a tough job. Between managing your own time and projects, helping your team members solve problems and complete tasks, and helping other supervisors, your day can fill up before you know it. This workshop will help supervisors become more efficient. They will also become more proficient with delegating, managing time, setting goals and expectations (for themselves and others), providing feedback, resolving conflict, and administering discipline.

Making Your Community Shine - Boosting Performance Through Effective Project Management Solutions

Welcome to the Project Management workshop. In the past few decades, organizations have discovered something incredible: principles that have been used to create enormous successes in large projects can be applied to projects of any size to create amazing success. As a result, many employees are expected to understand project management techniques and how to apply them to projects of any size. This workshop will give participants an overview of the entire project management process, as well as key project management tools that they can use every day.

Becoming A Master At Negotiation – Negotiation Skills, Techniques & Solutions Focused On A Positive Outcome

Although people often think of boardrooms, suits, and million dollar deals when they hear the word “negotiation,” the truth is that we negotiate all the time. For example, have you ever:

  • Decided where to eat with a group of friends?
  • Decided on chore assignments with your family?
  • Asked your boss for a raise?

These are all situations that involve negotiating! This workshop will give participants an understanding of the phases of negotiation, tools to use during a negotiation, and ways to build win-win solutions for all those involved.  By the end of this workshop, participants will be able to:

  • Understand the basic types of negotiations, the phases of negotiations, and the skills needed for successful negotiating
  • Understand and apply basic negotiating concepts: WATNA, BATNA, WAP, and ZOPA
  • Lay the groundwork for negotiation
  • Identify what information to share and what to keep to yourself
  • Understand basic bargaining techniques
  • Apply strategies for identifying mutual gain
  • Understand how to reach consensus and set the terms of agreement
  • Deal with personal attacks and other difficult issues
  • Use the negotiating process to solve everyday problems
  • Negotiate on behalf of someone else

Converting A Problem Into An Opportunity – Creative Problem Solving Processes & Solutions That Work  

In the past few decades, psychologists and business people alike have discovered that successful problem solvers tend to use the same type of process to identify and implement the solutions to their problems. This process works for any kind of problem, large or small. This workshop will give participants an overview of the entire creative problem solving process, as well as key problem solving tools that they can use every day. By the end of this workshop, participants will be able to:

  • Understand problems and the creative problem solving process
  • Identify types of information to gather and key questions to ask in problem solving
  • Identify the importance of defining a problem correctly
  • Identify and use four different problem definition tools
  • Write concrete problem statements
  • Use basic brainstorming tools to generate ideas for solutions
  • Use idea generating tools, such as affinity diagrams, word chaining, the box method, the six thinking hats, and the blink method
  • Evaluate potential solutions against criteria, including cost/benefit analysis and group voting
  • Perform a final analysis to select a solution
  • Understand the roles that fact and intuition play in selecting a solution
  • Understand the need to refine the shortlist and re-refine it
  • Understand how to identify the tasks and resources necessary to implement solutions
  • Evaluate and adapt solutions to reality
  • Follow up with solution implementation to celebrate successes and identify improvements

Creating A Healthy Environment In The Workplace – Constructive Conflict Management Solutions

Wherever two or more people come together, there is the possibility of conflict. This course will give participants a six-step process that they can use to modify and resolve conflicts of any size. Participants will also learn crucial conflict resolution skills, including dealing with anger and using the Agreement Frame.

At the end of this workshop, participants should:

  • Understand what conflict and conflict resolution mean
  • Understand all six phases of the conflict resolution process
  • Understand the five main styles of conflict resolution
  • Be able to adapt the process for all types of conflicts
  • Be able to break out parts of the process and use those tools to prevent conflict
  • Be able to use basic communication tools, such as the agreement frame and open questions
  • Be able to use basic anger and stress management techniques

Don’t Raise Your Voice Improve Your Message - Strategic Communication Solutions For Property Management Professionals

For the better part of every day, we are communicating to and with others. Whether it’s the speech you deliver in the boardroom, the level of attention you give your spouse when they are talking to you, or the look that you give to the cat, it all means something. This workshop will help participants understand the different methods of communication and how to make the most of each of them.

By the end of this workshop, attendees should be able to:

  • Understand what communication is
  • Identify ways that communication can happen
  • Identify barriers to communication and how to overcome them
  • Develop their non-verbal and paraverbal communication skills
  • Use the STAR method to speak on the spot
  • Listen actively and effectively
  • Ask good questions
  • Use appreciative inquiry as a communication tool
  • Adeptly converse and network with others
  • Identify and mitigate precipitating factors
  • Establish common ground with others
  • Use “I” messages

Fostering Respect In The Workplace - Solutions For Creating A Workplace To Foster Respect And Performance

While a training program on workplace manners and courtesy may seem like overkill, the reality is: rudeness is an epidemic costing industry millions a year. Indeed, what society seems to be gaining in terms of both knowledge and technological advancement, it’s losing out on basic social values that directly impact the bottom line. Bosses freely intrude on subordinates’ personal space, gossiping co-workers are norm, and quality customer care has been forgotten. The result: an environment not conducive to getting work done, dissatisfied clients aiming for the competition, and in some cases, blatant tolerance for abuse and harassment. To address the growing problem of incivility in the work setting, this workshop introduces the concept of civility, its importance to a company, as well as its typical causes and effects. Skills needed to effectively practice civil behavior, as well as different ways organizations can systematize civility in the workplace will also be discussed.

Additional Workshops and Training Topics Offered:

  • Administrative Support Solutions
  • Anger Management Solutions
  • Assertiveness and Self Confidence Solutions
  • Attention Management Solutions
  • Body Language Solutions
  • Business Ethics Solutions
  • Business Etiquette Solutions
  • Call Center Training Solutions
  • Coaching and Mentoring Solutions
  • Delivering Constructive Criticism Solutions
  • Diversity Solutions
  • Employee Motivation Solutions
  • Generation Gaps in the Workplace Solutions
  • Hiring Strategies and Solutions
  • Internet Marketing Fundamentals Solutions
  • Interpersonal Skills Solutions
  • John Maxwell Leadership Solutions
  • Leadership and Influence Solutions
  • Manager Management Solutions
  • Measuring Results From Training Solutions
  • Meeting Management Solutions
  • Networking and Relationship Solutions
  • Office Politics for Managers Solutions
  • Organizational Skills and Solutions
  • Performance Management Solutions
  • Social Media in the Workplace Solutions
  • Virtual Team Building & Management Solutions
  • Work Life Balance Solutions


Don't see a workshop you are in need of? Contact us directly and we will be happy to create a workshop to meet your needs.


Standing Out From The Crowd - Successful Marketing, Leasing & Resident Retention Solutions For The Affordable Housing Industry

Property Management Training Services | Occupancy Solutions - DSC01017

We are excited to introduce the first training series specifically designed for Affordable Housing Professionals who want to drastically improve their leasing and marketing skills and meet the ever increasing demands of competing with market rate communities.

Each program addresses:

  • Perception vs. Reality: De-Mything Stigmas and Stereotypes of Affordable renters and communities
  • How to lease and market with multiple programs and target markets
  • How to compete with market rate communities when rents are the same but amenities are less.
  • How to lease and market without the fear of compliance
  • How to identify the real obstacles. Have you ever heard or thought? "I need a concession" or "It's the market"
  • And many more key topics

Basic Leasing Skills

This is the first session in the Affordable Housing Leasing And Marketing Series which is specifically designed for Affordable Housing professionals who want to improve their leasing and marketing skills and meet the ever-increasing demand of competing with Market Rate communities.

  • The Prep
  • Telephone Skills
  • Greeting and Qualifying
  • Product Demonstration
  • Follow-Up

Marketing for Results

This is the second session in the Affordable Housing Training Series which is specifically designed for Affordable Housing professionals who want to improve their leasing and marketing skills and meet the ever-increasing demand of competing with Market Rate communities.

  • Where Do I Start?
  • Market Survey
  • Marketing on the Skinny
  • Outreach Marketing
  • Tracking Results

Exceptional Customer Service = Resident Retention = Income Optimization

This is the third session in the Affordable Housing Training Series which is specifically designed for Affordable Housing professionals who want to improve their customer service skills and meet the ever-increasing demand of competing with Market Rate communities.

 

 

  • Why Practice Exceptional Customer Service?
  • Moments of Truth - Moments of Opportunity
  • Services, Amenities and Alternatives
  • Communication
  • Income Optimization

Online Learning Solutions

Welcome to the Occupancy Solutions Online Learning Solutions! Below, you will see our 2015 Course Catalog. Our Online Learning Solutions offers over 550 courses ranging from very short bite sized, chunked learning modules to approximately 1 hour sessions with more advanced subjects.  To better serve you, we are continuously adding more sessions to meet our clients’ needs.   Occupancy Solution’s Online Learning provides organizations the ability to educate and retain employees while improving the overall job performance of their teams and properties.  By offering sessions on general business, customer service, human resources, communications, safety, maintenance and property management including fair housing, leasing and marketing we are able to help you provide a well rounded curriculum and educational experience for your employees.Property Management Training Services | Occupancy Solutions - online-training

In addition to great content and sessions, Occupancy Solutions will assist you in creating a customized curriculum for your team and/or various positions.  We will also set up the system, register everyone and monitor progress of learners by sending you progress reports…You have to do very little to initiate or maintain the program!  We do it all for you!

We look forward to helping you and your organization achieve your goals and deliver great results. Sign Up Today!



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Webinars

Basic Leasing Solutions  
Telephone Techniques: When a prospect calls, we seem to be under the impression that they are calling to hear everything our community has to offer, which then will lead to further exploration. WRONG! The reality is, they have a long list of places to call and they’re working on reducing their list to only a few communities to visit and explore further. Learn the techniques to ensure that your community lands on that list. 


The Vital Visit: You’re on the short list and got them through the door, now what? We’ll walk through steps from greeting, identifying the prospect’s needs, and community demonstrations that include highlighting features & benefits of the community. 

Fantastic Follow-Up: What? They didn’t lease? No worries, we will review and explore fantastic follow-up strategies that will result in return visits and ultimately, leases!


Overcoming Objections & Closing with Confidence Solutions
Approximately 70% of the time, leasing professionals do not attempt to close the deal with prospective residents. Why? Easy! We’re human and we fear rejection. The best way to combat fear is with knowledge and skill. This session is for anyone who comes in contact with prospective residents. We will explore a variety of effective closing techniques and break down several different common objections, brainstorm on specific objections participants face at their apartment communities, and role play using our newly learned skills. 


Extraordinary Customer Relations = Resident Retention Solutions  
It’s five to seven times more expensive to find new residents than it is to keep current ones. We will cover simple but effective customer service techniques in resident retention. Create a basic retention plan and learn inexpensive ways to manage customer relationships. You’ll walk away with at least 75 retention ideas that you can take back and implement right away.

Maintenance Solutions

Since Maintenance Expenses are the largest controllable expense on a Property it is important for all to understand how they can be managed effectively so they reduce expenses and increase NOI. The reason we encourage everyone to attend is so each individual in the office as well as on the service team can communicate more effectively which will result in a significant increase in response time and a significant reduction in the time it takes to complete a service request.

For example, when a service request is written correctly the technician can bring the correct parts or tools to the residents home and quickly resolve the issue at hand. If a work order is written and it is too general it usually results in one trip to the apartment home to assess the situation and another to bring the correct tools and parts. This is not very efficient and can waste a significant amount of time. On top of that, you will know if someone or a contractor is not really giving you the whole truth and identify when they are. As a result of attending these classes everyone will know the terms typically used in our industry, why some tasks take longer than others, and how to ask questions that make us more knowledgeable and effective.

Since resources for the service staff typically do not increase we need to work more efficiently and minimize time spent on tasks. This will reduce our expenses, positively impact our property NOI and allow us to complete more service requests on our property. For example, if each employee can save ten minutes a day it will collectively save the company thousands of dollars spent in time that can be used elsewhere. (this will also be covered in class)
Just think about all of the times you have received a phone call only to have a technician find out it was something so simple it could have been handled with a good question and a quick tip/short comment. Training every associate will pay for itself.

Often times someone in the office that has attended this class usually doesn’t think they will gain much when they arrive but by the end of the second day they have learned how to better manage a service department. If you want to be sure you meet NOI regarding Maintenance this class is a Must.

When sending your associates to these classes, we suggest that you send your Supervisors first for their own education as well as being able to facilitate and encourage the use of the information in the field.

Technical Courses Offered:

  • CFC/HVAC Certification (EPA 608)
  • R-410a Certification and/or Seminar
  • CPO Certification (National) 2 day
  • CPO Certification (Local) 1 day
  • HVAC Fundamentals and Troubleshooting
  • HVAC Intermediate Troubleshooting
  • HVAC Advanced
  • Electrical Fundamentals and Troubleshooting (Basic)
  • Electrical Intermediate Troubleshooting and Repairs
  • Basic Plumbing Repairs
  • Basic Appliance Repairs
  • Advanced Appliance Repairs
  • Advanced Troubleshooting - Some experience is required
  • Service Technician Development
  • NEW Safety for Maintenance - Fun and informative