Here is the transcript for the video:

* **(0:00 - 0:10)** This week on Knowing More, we encouraged residents to speak up if they're going through something. But that can get tricky for property managers. So, how do you handle it? Let's talk about it on the flip side.
* **(0:16 - 0:22)** [Music]
* **(0:22 - 0:38)** Start with empathy, but know your role. You're not a counselor. You're a housing professional. Try saying this: "I hear you and I'm really sorry you're going through this. Let's walk through how it might affect your lease and see what we can do."
* **(0:38 - 0:47)** You should also stick to the lease. Keep the focus on what the lease says and what the resident needs. You can care and still stay compliant.
* **(0:47 - 0:58)** Next, document the interaction. Even if it's emotional, write it down. Protect yourself, your staff, and the residents rights.
* **(0:58 - 1:06)** Lastly, offer help, but don't overpromise. If you have resources, share them. If not, be honest about what you can and can't do.
* **(1:06 - 1:17)** Remember, compassion isn't policy, but it always can be part of how we show up for our residents.