This week on Knowing More, we reminded residents how to express repair concerns clearly. But what happens when that frustration walks straight into your office?
Let's talk about it. On the Flip Side.

When someone’s upset, your body language speaks first.
Uncross your arms. Sit or stand calmly? And Lower your voice instead of matching their energy. This is how you set the tone.

Also, Try these language swaps:
Say
instead of
•	Say
instead of
That one line of empathy can turn the whole conversation around.

“Let me look into that for you,”
“I understand why you’re frustrated,”
“That’s not my job.”
“You’re being rude.”

Every property manager faces conflict. But when you lead with clarity and calm, you don’t just de-escalate—you build trust.
And that’s good for everyone.