Programs on Main Street are designed for all on-site and entry-level multifamily professionals, including:

  • Leasing Professionals
  • Managers
  • Maintenance personnel 

Main Street Programs cover the fundamental subjects of multifamily:

  • Fair Housing
  • Customer service
  • Sales skills
  • Communication
  • Life skills

Detailed Session Descriptions

Avenues: Main Street - 1
The Resident is NOT the Problem
With Rick Ellis, CAM, CPM, Ellis Consulting Group

“How to Handle Resident Problems and Problem Residents” - Sure, the customer is always right but what about when the customer is not right? The interaction with Residents is one of the biggest stress inducers of many apartment on-site professionals. Demanding residents cause much grief and sometimes burnout of our on-site teams.

This presentation teaches the property management professional how to identify Resident "problems" and "Problem Residents" and provides creative and effective techniques for dealing with both.  Proper response to all residents not only increases resident retention but also enhances the on-site team effectiveness while reducing employee turnover due to so-called "Resident abuse."

In this class you will learn: 

  • A new perspective will be offered regarding angry and unhappy residents and why they seem to always be considered problems and have issues.
  • Participants will learn to defuse angry and abusive residents and reduce their personal stress and frustrations when things go wrong.
  • Participants will learn how to turn unhappy residents into raving fans...or at least customers who feel they are heard and cared about.



Avenues: Main Street– 2
From Rude to Resolution – Communication Strategies that Diffuse and Resolve
With Lori Snider, Redpeak Properties

Most everyone has been the recipient of rude behavior, whether through email, text, or in person, and uncivil behavior is on the rise. Research from the Harvard Business Review shows that rudeness is rampant in the workplace. A substantial uptick in incivility - another way of saying rudeness, disrespect and worker frustration - is the sign of our times. Just a few years ago, about 50% of employees said they were treated rudely at work at least once a month. Today, that number has spiked to 76%. Front-line workers, such as customer service reps, front desk staff, nurses, and retail employees, are battling belittling comments, insults, mocking, teasing, rants and more. It's time we learn to effectively diffuse situations and take a conversation that has turned rude to successful resolution.

In this class you’ll learn:

  • Assertive versus aggressive communication technique.
  • How to prepare and remain in control during a confrontational discussion.
  • Active listening and empathy skills, knowing when to acknowledge, and when to apologize.



Avenues: Main Street - 3
Creating a Culture of Accountability, Diversity, and Inclusion
With David Suson, Proliance Group

Learn how to get everyone working together and take personal responsibility and accountability for their actions. Create a culture where individuals want to help others succeed, and understand that when the team wins, they win. And during this time of the “great resignation”, learn how to lead with inclusion to inspire, motivate, engage, and attract new employees.

In this class you’ll learn:

  • Use a powerful yet simple process to increase engagement, teamwork, and loyalty.
  • Learn how this approach can easily be integrated with diversity and inclusion programs.
  • Implement new strategies to make change and drive performance and learn why change is so difficult.