Guide a delinquent-rent conversation toward a documented agreement or clear next step.
Rent call Jordan owes $1,840 and says his hours were cut. He wants you to work with him but has no proposal ready. The manager must preserve policy consistency without turning the call into a threat script. Negotiation lens Know the alternative, then test interests BATNA prevents desperation. Interest questions reveal whether a realistic agreement exists inside policy. Reflex Demand full payment now The resident leaves with either a real plan or a clear process path. Firmness without specificity is just pressure. Empathy without specificity is just drift. 01 Open 02 Test 03 Confirm Start the call Jordan says he…
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