Edge2Learn’s eLearning courses are property management specific and available for purchase & unlimited use.

COMPLIANCE

Fair Housing – Knowing Resident Rights and Your Responsibilities as an Apartment Professional Feel empowered by knowing your fair housing obligations.  Gain an overview of laws that prohibit discrimination in the multi-family industry.  Familiarize yourself with definitions of protected classes for housing discrimination.  Understand prohibited acts and enforcement for violations. Each course is approximately 20 minutes. Available in Spanish (S).

  • Fair Housing Overview
  • Discriminatory Acts
  • Disability and Reasonable Accommodations
  • Familial Status
  • Compliance Strategies

Sexual Harassment – Maintaining a Workplace Free of Unwanted Behaviors Understand harassment in the workplace, the laws regarding harassment claims, types of harassment, unacceptable behaviors in the workplace and other legal considerations when dealing with harassment and discrimination.  Understand your responsibility to prevent harassment or discrimination.  For supervisors, review an additional module containing information about their responsibilities when addressing issues of harassment and managing claims that may arise. Each course is approximately 10-20 minutes. Available in Spanish (S).

  • Identifying Sexual Harassment
  • Understanding the EEOC and Employer Responsibility
  • Legal Considerations of Sexual Harassment
  • Responsibilities and Obligations

Sexual Harassment for Supervisors – Maintaining a Workplace Free of Unwanted Behaviors Understand harassment in the workplace, the laws regarding harassment claims, types of harassment, unacceptable behaviors in the workplace and other legal considerations when dealing with harassment and discrimination.  Understand your responsibility to prevent harassment or discrimination.  For supervisors, review an additional module containing information about their responsibilities when addressing issues of harassment and managing claims that may arise. Each course is approximately 10-20 minutes. Available in Spanish (S).

  • Identifying Sexual Harassment
  • Understanding the EEOC and Employer Responsibility
  • Legal Considerations of Sexual Harassment
  • Responsibilities and Obligations
  • Sexual Harassment Considerations for Supervisors

Sexual Harassment – California – Maintaining a Workplace Free of Unwanted Behaviors Understand harassment in the workplace, the laws regarding harassment claims, types of harassment, unacceptable behaviors in the workplace and other legal considerations when dealing with harassment and discrimination.  Understand your responsibility to prevent harassment or discrimination.  For supervisors, review an additional module containing information about their responsibilities when addressing issues of harassment and managing claims that may arise. Each course is approximately 10-20 minutes. Available in Spanish (S).

  • Identifying Sexual Harassment
  • Understanding the EEOC and Employer Responsibility
  • Legal Considerations of Sexual Harassment
  • Responsibilities and Obligations

Sexual Harassment for Supervisors – California – Maintaining a Workplace Free of Unwanted Behaviors Understand harassment in the workplace, the laws regarding harassment claims, types of harassment, unacceptable behaviors in the workplace and other legal considerations when dealing with harassment and discrimination.  Understand your responsibility to prevent harassment or discrimination.  For supervisors, review an additional module containing information about their responsibilities when addressing issues of harassment and managing claims that may arise. Each course is approximately 10-20 minutes. Available in Spanish (S).

  • Identifying Sexual Harassment
  • Understanding the EEOC and Employer Responsibility
  • Legal Considerations of Sexual Harassment
  • Responsibilities and Obligations
  • Sexual Harassment Considerations for Supervisors

FUNDAMENTALS

Conflict Management

  • Understanding Conflict
  • Conflict Management
  • Effective Conflict Resolution
  • Creating a Low-Conflict Environment

Conflict Management for Supervisors

  • Understanding Conflict
  • Conflict Management
  • Effective Conflict Resolution
  • Creating a Low-Conflict Environment
  • Conflict Management for Supervisors

Curb Appeal

  • Introduction
  • Landscaping
  • Building Exterior, Common Areas, Signage, and Lighting
  • Leasing Office
  • Amenities
  • Models and Mini-Models

Customer Service – Mastering Forward-Facing Customer Interactions Customer service is the key to leasing more units, retaining residents, and maintaining a positive reputation. Understand customer service and how to identify three types of customers you work with every day. Gain a better understanding of how to interact with customers throughout the resident’s lifecycle regardless of whether the interaction is occurring online, by telephone and/or in person. Take control and manage situations with challenging customers. Each course is approximately 10-20 minutes.

  • Defining Customer Service
  • Using Touchpoints
  • Online, Telephone & In-Person Customer Service
  • Managing Challenging Customers

Customer Service for Maintenance – Mastering Forward-Facing Customer Interactions Customer service is the key to leasing more units, retaining residents, and maintaining a positive reputation. Understand customer service and how to identify three types of customers you work with every day. Gain a better understanding of how to interact with customers throughout the resident’s lifecycle regardless of whether the interaction is occurring online, by telephone and/or in person. Take control and manage situations with challenging customers. Each course is approximately 10-20 minutes.

  • Defining Customer Service
  • Online, Telephone & In-Person Customer Service
  • Managing Challenging Customers

Dealing with Difficult Situations Available in Spanish (S).

  • Understanding Difficult Situations
  • Dealing with Difficult Resident Situations
  • Resolving Difficult Resident Situations
  • Resolving Difficult Situations with a Coworker

Drug Free Workplace

  • Drug Free Workplace
  • Drug Tests

Drug Free Workplace for Supervisors

  • Drug Free Workplace
  • Drug Tests
  • Drug Free Workplace for Supervisors

Title

Leasing 101 Explore all the ways leasing team members can use their knowledge and skills to connect with prospective residents, understand their needs, and offer solutions that support residents in making the best decision when selecting a place to call home. Each course is approximately 15-25 minutes.

  • Handling Inquiries by Email, Telephone, and Walk-In
  • Successful Tour of Apartment and Community
  • Closing/Inviting to Lease
  • Following Up After the Community Visit

Leasing 201 Discover the advanced skills successful leasing consultants use to understand needs, customize the experience, and act as trusted advisors while responding to a variety of internet leads and telephone inquiries.  Each course is approximately 15-20 minutes.

  • Advanced Leasing Overview
  • Email Inquiry Responses
  • Telephone Inquiry Responses

Marketing – Implementing Marketing Strategies that Work Learn how to apply tailored multifamily industry marketing practices to help you attract, convert, and retain customers to meet occupancy goals. Each course is approximately 10-25 minutes.

  • Customer Centric Marketing
  • Attract More Customers Online with Best Practices
  • Increase Leasing Results
  • Resident Retention and Customer Loyalty

Mold Awareness

  • Getting Started
  • Understanding Mold
  • Responding to Mold

Work Place Diversity – Creating a Welcoming, Inclusive and Respectful Workplace Creating a workplace that honors and values diversity is vital to the success of your business. By being open to the differences of others, you begin to experience more opportunities for personal and professional growth. To understand diversity in the workplace, you must also understand the laws and regulations that shape policies and procedures.  Learn best practices for embracing a diverse workplace. Each course is approximately 20-25 minutes.  Available in Spanish (S).

  • Understanding Diversity
  • Diversity’s Impact on the Workplace
  • Legalities of Diversity

Work Place Diversity Supervisors – Creating a Welcoming, Inclusive and Respectful Workplace Creating a workplace that honors and values diversity is vital to the success of your business. By being open to the differences of others, you begin to experience more opportunities for personal and professional growth. To understand diversity in the workplace, you must also understand the laws and regulations that shape policies and procedures.  Learn best practices for embracing a diverse workplace. Each course is approximately 20-25 minutes.  Available in Spanish (S).

  • Understanding Diversity
  • Diversity’s Impact on the Workplace
  • Legalities of Diversity
  • Leading by Example

Workplace Harassment – Recognizing the Signs and Taking Action Workplace harassment may take on many different forms.  Identify behaviors most commonly found in harassment complaints, review laws that have been enacted to protect employees, explore your responsibilities in reporting harassing behaviors. Develop an understanding of how harassment claims may be addressed in an organization. Each course is approximately 15-20 minutes.  Available in Spanish (S).

  • Identifying Harassment
  • Anti-Harassment Laws and Policies
  • Harassment Claims

Workplace Harassment for Supervisors – Recognizing the Signs and Taking Action Workplace harassment may take on many different forms.  Identify behaviors most commonly found in harassment complaints, review laws that have been enacted to protect employees, explore your responsibilities in reporting harassing behaviors. Develop an understanding of how harassment claims may be addressed in an organization. Each course is approximately 15-20 minutes.  Available in Spanish (S).

  • Identifying Harassment
  • Anti-Harassment Laws and Policies
  • Harassment Claims
  • Supervisory Accountability

2018 eLEARNING COURSES IN DEVELOPMENT

2018 Courses in Development

Available in Spanish (S)

  • Creating / Understanding Budgets
  • Cyber Security
  • Fair Housing for Maintenance (S)
  • Golf Cart Safety (S)
  • Ladder Safety (S)
  • Leadership (Elective)
  • Leasing 202
  • Preventive Maintenance (S)
  • Renewal Strategies
  • Risk Management (S) (Elective)
  • Social Media / Reputation Management
  • Understanding Generations

WEBINARS

Customer Experience & Engagement – Keeping the Customer You Earned

  • Create a great customer experience in a digital world
  • Creating a Customer Journey Map
  • Creating a positive company culture
  • Creating sticky customer communication that wins
  • Customer Experience and Resident Retention
  • Defining and Delivering a Great Customer Experience
  • Developing a Customer Experience Audit
  • Developing a Great Customer Experience: Part 1
  • Developing a Great Customer Experience: Part 2
  • Difficult Residents Strike Again
  • Don’t Get Dumped This Holiday Season!
  • How do I handle unhappy residents?
  • How to develop a great customer experience
  • How to Reward Your Residents
  • Identifying Your Prospect Personas
  • It’s All About the Customer Experience
  • Making a Great Impression Through the Customer Experience
  • Stop Yelling at Me! What to Do When Your Residents and Customers Are Not Happy
  • The Art of Resident Retention
  • Turning around a negative experience
  • Who is Your Ideal Audience and Are You Marketing to Them?

Reputation Management (Ratings & Reviews) – Influencing Public Perception of Your Organization

  • An Introduction to Ratings and Reviews
  • Apartment Ratings and Reviews: Four Secrets to Success
  • Create a 90-day Reputation Management plan
  • Crisis Management
  • How to Ask for Reviews, Encourage Engagement, and Improve Your Score
  • How to Encourage Reviews and Receive Feedback
  • How to improve and manage your online reputation
  • How to Make Your Reviews Work for You
  • How to Respond to Apartment Reviews: An In-Depth Lesson
  • How to Use Your Competitor’s Apartment Reviews to Your Advantage
  • How Your Competitors Are Using Your Apartment Reviews
  • Improving the Score of Your Online Reputation
  • Multifamily Industry Panel: Who Should Respond to Apartment Reviews? Corporate or On-site?
  • The best way to manage your online reputation
  • The Dark Side of Reputation Management
  • We Got an Apartment Review. Now What?
  • We Got an Apartment Review. Now What? [Second Session]
  • What Ratings and Reviews Really Tell You
  • Why You Should Care About Apartment Reviews
  • Why You Should Care About Apartment Reviews [2nd Session]

Sales & Leasing Techniques – Converting Leads to Prospects to Residents

  • Closing Effectively from the First Contact
  • Closing Techniques
  • Create a Thoughtful Sales Strategy
  • Creating Interest over the Phone and Email
  • Ditch the Pitch and Create Real Value
  • Don’t Freak Out About Fair Housing
  • FAIR Leasing…FRIENDLY Leasing: Fair Housing Friendly Leasing!
  • Follow-Up: The Secret to Success
  • Get the Phone: Telephone Techniques that Work
  • How and when to follow up
  • How to Be a Good Listener
  • How to capture renewals
  • How to create an internet lead response strategy.
  • How to create the ultimate 1st impression
  • How to Effectively Communicate with Your Boss
  • How to Follow up: Marketing and Regional Teams
  • How to Follow up: Site Teams
  • How to keep up during leasing season
  • How to overcome the cookie cutter problem
  • How to overcome tough objections
  • Leasing 10 in 30
  • Then sell.  Create a winning sales strategy.
  • Marketing & Communicating with Different Generations
  • Move over Millennials, here comes Gen Z
  • Overcoming community weaknesses
  • Overcoming Objections
  • Overcoming uncontrollable community weaknesses
  • Providing Value
  • Selling & Communicating with Different Generations
  • Telephone Magic
  • The Art of Follow Up
  • The Art of Persuasion and Motivation
  • The Essence of True Leadership
  • Write Better Emails and Get the Lease

Social Media Marketing – Connecting with Prospects via Social Media

  • Context vs Content – How to Drive Results with Social Media Marketing
  • Crisis Management: What to Do When You Make a Social Media Mistake
  • Getting up after you’ve been knocked down
  • How to Create Social Media and Reputation Management Campaigns That Work
  • How to Deal with Trolls
  • How to Report Your Social Media ROI to the Executive Team
  • How to Use Email in Apartment Marketing
  • How to utilize your advocates
  • Identifying & Utilizing Brand Advocates
  • Managing negative feedback and online trolls
  • Managing Social Media Marketing Burnout
  • So many social networks, so little time
  • Social Media and Resident Engagement Planning
  • Social Media: Exposure? Or Liability?
  • Social Media: You’re doing it wrong
  • Using Customer Feedback to Build Effective Social Media Strategies
  • What residents and prospects want to see from you on social media
  • Why you shouldn’t be ignoring social media

ELECTIVES

Bed Bugs Awareness

  • Getting Started
  • History and Habits
  • Prevention & Inspection
  • Remediation & Communication

Safety – Reducing Risks and Improving Results by Learning to Work Safely Provide your employees with the skills to reduce workplace accidents and injuries, ultimately reducing worker’s comp claims. Each course is approximately 15-25 minutes. Available in Spanish (S)

  • Applying Electrical Standards
  • Asbestos Awareness
  • Bloodborne Pathogens (S)
  • Fire Prevention
  • Hand & Power Tool Safety (S)
  • Hazard Communication (S)
  • Heat Stress (S)
  • Human Element
  • Lead Poisoning Awareness
  • Lockout Tagout (S)
  • OSHA 300 Recordkeeping Requirements
  • Pandemic In­fluenza
  • Personal Protective Equipment (PPE) 10-Course Series (S)
    • Introduction (S)
    • Head Protection (S)
    • Eye and Face Protection (S)
    • Hand and Arm Protection (S)
    • Body Protection (S)
    • Foot Protection (S)
    • Hearing Conservation (S)
    • Respiratory Protection (S)
    • Electrical Protective Devices (S)
    • Level of Protection and Protective Gear
  • Preventing Back Injury
  • Preventing Slips, Trips & Falls
  • Safety and You – Supervisors
  • Safety Orientation

Low Income Housing Tax Credit (LIHTC) Available in 18 Full Courses or 80 Microgram Courses)

Full Courses

  • LIHTC Program Introduction
  • LIHTC Acronyms, Definitions, and Resources
  • LIHTC Prepare for Audit
  • LIHTC Application & Verification Process
  • LIHTC Household Composition
  • LIHTC Income Overview
  • LIHTC Employment Income
  • LIHTC Self-Employment Income
  • LIHTC Social Security and TANF Income
  • LIHTC Child Support Income
  • LIHTC Unemployment and Workers Comp Income
  • LIHTC Student Financial Assistance Income
  • LIHTC Military Pay Income
  • LIHTC Assets Overview
  • LIHTC Cash, Banking and Retirement
  • LIHTC Real Estate
  • LIHTC Full-time Students
  • LIHTC Assessment

Microgram Courses

  • LIHTC Program Introduction
    • Introduction
    • History of the Program
    • Major Players
    • Governing Documents
    • Six Key Management Requirements
    • Three Critical Time Periods
  • LIHTC Acronyms, Definitions, and Resources
  • Prepare for Audit
    • Introduction
    • Before Audit
    • Day of Audit
    • After Audit
    • Conclusion
  • Application and Verification Process
    • Introduction
    • Complete Forms
    • The Application
    • Verification Process
    • Conclusion
  • Household Composition
    • Introduction
    • Maximum Income
    • Application and TIC
    • Who is Included
    • Who is Excluded
    • Changes After M/I
    • Conclusion
  • Income Overview
    • Introduction
    • Definitions
    • Include and Exclude
    • Calculating
    • Conclusion
  • Employment Income
    • Introduction
    • Application and Questionnaire
    • Verifying
    • Calculating
    • Conclusion
  • Self-Employment Income
    • Introduction
    • Application and Questionnaire
    • Verifying
    • Calculating
    • Conclusion
  • Social Security and TANF Income
    • Introduction
    • Application and Questionnaire
    • Verifying
    • Calculating
    • Conclusion
  • Child Support Income
    • Introduction
    • Application and Questionnaire
    • Verifying
    • Calculating
    • Conclusion
  • Unemployment and Workers Comp Income
    • Introduction
    • Application and Questionnaire
    • Verifying
    • Calculating
    • Conclusion
  • Student Financial Assistance Income
    • Introduction
    • Application and Questionnaire
    • Verifying
    • Calculating
    • Conclusion
  • Military Pay Income
    • Introduction
    • Application and Questionnaire
    • Verifying
    • Calculating
    • Conclusion
  • Assets Overview
    • Introduction
    • Calculating and $5,000 Rule
    • Conclusion
  • Cash, Banking, and Retirement
    • Introduction
    • Application and Questionnaire
    • Verifying
    • Calculating
    • Conclusion
  • Real Estate
    • Introduction
    • Application and Questionnaire
    • Verifying and Calculating
    • Conclusion
  • Full-time Students
    • Introduction
    • Full-time Students Rule
    • Exception to Rule
    • Conclusion

PERFORMANCE BASED TRAINING

Mystery Shop Micro-Bite Training Modules

 

Leasing Essential Skills (6 minutes per module)

  • Essential Skills: Telephone
  • Essential Skills: Greetings
  • Essential Skills: Identifying Needs
  • Essential Skills: Demonstrating
  • Essential Skills: Closing
  • Essential Skills: Follow-up

Responding to Internet Leads (1 – 2 minutes per module)

  • Tips: Email Inquiries (Infographic)
  • Tips: Email Inquiries (Interactive)

Telephone Skills (1 – 2 minutes per module)

  • 6 Leasing Pitfalls (Infographic)
  • Tips: Getting a Phone Number (Video)
  • Tips: Setting an Appointment by Telephone (Video)
  • Tips: Telephone Inquiries (Infographic)
  • Tips: Telephone Inquiries (Interactive)

Greeting Skills (1 – 2 minutes per module)

  • Tips: 3 Keys to Creating a Powerful First Impression (Infographic)
  • Tips: Walk-in Inquiries (Infographic)
  • Tips: Walk-in Inquiries (Interactive)

Identifying Needs Skills (1 – 2 minutes per module)

  • Tips: Determining Needs (Interactive)

Selling Skills (1 – 2 minutes per module)

  • Tips: Feature/Benefits Selling (Infographic)
  • Tips: Overcome Objections (Infographic)
  • Tips: Selling the Community (Interactive)
  • Tips: The Perfect Apartment Home (Infographic)

Closing Skills (1 – 2 minutes per module)

  • Asking for the Deposit (Podcast)
  • Buying Signals (Video)
  • Tips: Asking for a Deposit (Interactive)
  • Tips: The Bottom Line (Video)

Compliance

  • Fair Housing: Discriminatory Act (Video)
  • Fair Housing Disability Status Example A (Video)
  • Fair Housing Disability Status Example B (Video)
  • Sexual Harassment Example A (Video)
  • Sexual Harassment Example B (Video)
  • Sexual Harassment Example C (Video)
  • Sexual Harassment Example D (Video)

Curb Appeal (1 – 2 minutes per module)

  • Maintenance Professionals Do’s & Don’ts (Infographic)

2018 PERFORMANCE-BASED MODULES IN DEVELOPMENT

Mystery Shop Micro-Bite Training Modules

Customer Experience

  • Creating WOW Moments by Portraying Value
  • Creating WOW Moments Through Understanding the Customer’s Needs
  • Creating WOW Moments by Providing Great Customer Service
  • Driving High Customer Loyalty

Resident Survey Micro-Bite Training Modules

Prospect Survey

  • Lead Conversion: Connection, Solutions, and Value
  • Persuading the Customer to Call Your Community “Home”
  • Relating the Apartment to the Needs/Interests of the Prospect

Move-In Survey

  • Delivering Exceptional Customer Service Through Professionalism, Presentation, and Engagement
  • Outstanding Move-in Experience

Maintenance Survey

  • Professional and Responsive Maintenance Service

Pre-Renewal Survey

  • Conveying Value in the Eyes of the Resident
  • Creating Loyal Customers: Would the Prospect Recommend Your Community to Family and Friends?
  • Reinforcing Value Pre-Renewal

Move-Out Survey

  • Enduring Loyalty After Move-out