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)

  • Overview of Fair Housing Laws (S)
  • Discriminatory Acts (S)
  • Disability and Reasonable Accommodations (S)
  • Familial Status (S)
  • Compliance (S)

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.

Also available in Spanish.

  • Harassment in the Workplace
  • Harassment – A Brief History
  • Types of Harassment
  • Unacceptable Behaviors in the Workplace
  • Other Legal Considerations
  • Everyone Has Responsibilities
  • Supervisor Module

Separate modules available for the State of California.

FUNDAMENTALS

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 to Deliver Great Customer Service
  • Online, Telephone & Face-to- Face Communication
  • Managing Challenging Customers

Separate modules available designed for Maintenance Personnel.

Sales & Leasing Techniques – Converting Leads to Prospects to Residents 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.

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

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

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.

  • Understanding Diversity
  • Diversity’s Impact on the Workplace
  • Legalities of Diversity
  • Leading by Example (Supervisor version)

Work Place 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.

  • Identifying Harassment
  • Anti-Harassment Laws and Policies
  • Harassment Claims
  • Accountability (Supervisor version)

Asbestos Identifying and addressing the presence of asbestos

  • Asbestos Awareness

Lead Identifying and addressing the presence of lead

  • Lead Poisoning Awareness

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

SAFETY

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 (S)
  • Bloodborne Pathogens (S)
  • Fire Prevention & Safety
  • Hand & Power Tool Safety (S)
  • Hazard Communication (S)
  • Heat Stress (S)
  • Human Element
  • Lockout Tagout (S)
  • OSHA 300 Recordkeeping Requirements
  • Pandemic In­fluenza
  • Personal Protective Equipment (PPE) 10-Course Series (S)
  • Preventing Back Injury
  • Preventing Slips, Trips & Falls
  • Safety and You – Supervisors
  • Safety Orientation

PERFORMANCE BASED TRAINING

Mystery Shop Micro-Burst Training Modules Internet Shop

  • Timely Response
  • Quality Response

Telephone Shop

  • Greeting/First Impression
  • Information Gathering/Qualifying
  • Proposing Solutions/Demonstrating/Selling Value
  • Inviting to Visit /Setting Appointment

Onsite Shop

  • Community Information
  • Greeting/First Impression
  • Information Gathering/Identify Needs
  • Proposing Solutions/Demonstrating/Selling Value
  • Inviting to Lease/Closing the Sale
  • Following Up after The Visit

Additional Shop Report Scenarios

  • Delivering Exceptional Customer Service through Professionalism, Presentation and Engagement
  • Setting Appointments over Telephone
  • Obtaining Prospect Contact Information over Telephone
  • Greeting and First Impression for Appointments and Walk-In Prospects
  • Greeting and First Impression when Nothing is Available
  • Determining Needs of Prospect
  • Asking Engaging Information Gathering Questions
  • Understanding the Prospect’s Needs in an Apartment Home
  • Selling the Value of Community Amenities
  • Showing Perfect, Made-Ready Apartments
  • Selling the Features and Benefits of Apartment Home
  • Relating the Apartment Home to the Needs and Interests of the Prospect
  • Conveying Value in the Eyes of the Prospect
  • Addressing Objections/Concerns
  • Persuading the Customer to Call Your Apartment Community “Home”
  • Asking for the Money
  • The Bottom Line: Would the Prospect Lease?
  • Creating Loyal Customers: Would the Prospect Recommend Your Community to Family and Friends?

Resident Survey Micro-Burst Training Modules

  • Lead Conversion: Connection, Solutions and Value
  • Outstanding Move-In Experience
  • Professional and Responsive Maintenance Service
  • Reinforcing Value Pre-Renewal
  • Enduring Loyalty After Move-Out

FUTURE COURSES – 2017 / 2018

2017 Courses in Development

Available in Spanish (S)

  • Drug Free Workplace
  • Bed Bugs (Elective)
  • Mold Awareness
  • Dealing with Difficult Situations (Spanish available Jan 2018)
  • Curb Appeal (Spanish Available Jan 2018)

2018 Courses in Development

Available in Spanish (S)

  • Workplace Manners
  • Creating a Budget
  • Emotional Intelligence
  • Fair Housing for Maintenance (S)
  • Preventive Maintenance (S)
  • Risk Management (S) (Elective)
  • Leadership (Elective)
  • Leasing 201
  • Retaining Residents
  • Understanding Financials
  • Time Management
  • Traffic Generation
  • Supervisory Skills 101
  • Social Media / Reputation
  • Understanding Generations
  • Unleashing the Power of Customer Experience