De-Escalation Training for Real Estate Personnel


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Depending on the type of property and the housing market, real estate brokers and property managers may deal with a variety of tense situations and distressed people. From community managers at large residential properties to individual agents, your team needs to know how to facilitate communication with residents and clients in a calm, effective manner. De-escalation training for real estate personnel can help, especially when you work with a professional firm like Defuse. Read below what to expect from this training and why it’s so valuable.

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What is De-Escalation Training?

De-escalation training is learning how to de-escalate a conflict so that it doesn’t spiral out of control. While conflict resolution is often a big part of this training, it’s not always necessary. In some cases, proper de-escalation skills are designed to mitigate a conflict, not resolve it. That said, if a conflict can be resolved permanently from de-escalation strategies, there’s no reason not to use them. Here’s a quick overview of the tactics taught and practiced at this type of training session:

Communication and Active Listening

One of the most valuable de-escalation skills is learning how to listen and communicate with others. Real estate brokers and property management personnel should already be well-versed in acting as a middle people between two groups, so this strategy should come naturally.

However, communicating to close a real estate deal and doing so to de-escalate a conflict is quite different, so it’s imperative for brokers and managers to learn the details. That said, learning the skills for de-escalating a conflict can translate well to negotiations, so there is some overlap.

Active listening is another crucial component of de-escalation as it allows the person to understand everyone’s perspective. In many cases, a lack of communication (or clarification) can lead to a conflict, so a broker or manager must know how to listen and internalize everyone’s point of view.

Conflict Resolution

As we mentioned, de-escalation doesn’t always lead to conflict resolution, but it happens in many instances. Because conflict can be disruptive and lead to negative business results, client-facing team members need to know how to resolve them as quickly as possible.

Part of de-escalation training is learning how to facilitate compromises between individuals engaged in a conflict. By communicating and sharing one’s understanding of the situation, it’s much easier to get both sides to agree to amicable terms.

It’s also important to note that conflict resolution doesn’t have to be permanent, either. In real estate, individuals may only have to work together on a single project or challenge. Once the deal is done or the issue is resolved, they may only rarely interact in the future. So, in those instances, any conflict resolution only has to go as far as the end of the project.

Why is De-Escalation Training Beneficial for Real Estate Personnel?

Real estate agents and property management staff have to work with a diverse set of people (residents, property management personnel, accountants, contractors, etc.), so de-escalation training can have some incredible benefits. Plus, if a broker or leader manages an entire office, having the whole team trained can lead to better results for the business.

Here are a couple of compelling reasons for real estate brokers and property staff to undergo de-escalation training.

Better Client Management

Conflicts can often arise because of the nature of real estate transactions or managing large residential properties. With so much money floating around, it’s easy for tensions to be high. Typically, as long as customer-facing personnel can manage their own emotions, they can utilize de-escalation tips to work better with clients.

Since communication is a cornerstone of de-escalation, trainees will learn how to listen and converse with both existing and potential clients. By learning how to address their needs and concerns, a team member can facilitate better outcomes and have higher client satisfaction rates.

Improved Conflict Management Among Clients and Vendors

Top real estate brokers and property managers need to build relationships with various professionals within the real estate space. From contractors to vendors, each group has its own strategies and interests at play during a relationship.

Since a team member’s job may be to facilitate communication between these groups, de-escalation training can help. This training is founded on the idea of bridging the gaps between conflicting sides, so there’s no reason a broker or community manager can’t utilize these skills during non-confrontational meetings as well.

In some cases, learning the best de-escalation process can help individuals manage relationships between individuals or groups who don’t get along. By acting as the peaceful and positive middle person, the agent or manager can generate more revenue by keeping more clients focused on positive outcomes.

How to Choose the Right Conflict Resolution Training Program

De-escalation is a complex topic that requires insight and experience. So, before signing you or your team up for a course, it’s imperative to know what to expect. Here are some factors to consider when comparing different training programs.

Experience With Real Estate

Technically speaking, de-escalation techniques can be the same across industries. However, because of the nature of conflicts that a broker or property manager may encounter, it’s crucial to work with a trainer who understands the intricacies of the field.

For example, a de-escalation trainer focused on education won’t know what it’s like to quash conflicts between contractors or residents. For that reason, it’s best to work with a training organization that has at least some knowledge of the real estate industry.

Follow-Up Meetings and Classes

De-escalation and conflict resolution are not one-time fixes that work forever. Instead, these confrontation techniques and strategies necessitate a long-term process. In each instance, a customer-facing representative may have to focus on different organizations or people, so it’s imperative to learn as much as possible over time.

Basically, taking a two or three-day course is helpful, but it won’t cover all the various aspects of de-escalation for real estate personnel. Instead, the best trainers offer ongoing services and follow-ups to ensure that trainees can practice the best techniques whenever a conflict arises.

Schedule De-Escalation Training With Us!

Defuse de-escalation training is committed to providing the best service to those within the real estate industry. With comprehensive training tools and programs, you’ll develop the ability to identify and resolve conflicts quickly.

Whether you want to schedule training for yourself or your entire brokerage firm or property management company, we can create a customized training for your needs. Contact us to find out more.