07/07/2026
11 am PT / 12 pm MT / 1 pm CT / 2 pm ET
*approximate length: 45 minutes to 1 hour
Presenter: Maria Pietroforte, CPM®, NAAEI Faculty
Anger often stems from unmet expectations rather than the immediate issue.
In this session, you’ll learn hospitality-tested de-escalation techniques that preserve dignity for both parties. Discover how to turn tense moments into opportunities to rebuild trust and even strengthen loyalty.
By the end of this webinar, participants will be able to:
- Recognize the underlying psychology of what drives anger
- Apply language and tone that calm heightened emotions
- Maintain clear boundaries while remaining composed
- Transform moments of frustration into opportunities for loyalty and trust
With three decades in various sectors of multifamily, Maria offers a distinctive combination of leadership and expertise. She has held influential positions as President of Tribute Properties, Move.com, Kettler, and E&S Ring, successfully elevating these companies to the forefront of their industries.
Maria loves continuous learning, which inspired her to work not only in conventional housing, but affordable, military, senior and student. She is renowned within multifamily not only for her infectious positive energy but also for her unwavering commitment to prioritizing people.
Maria holds a Bachelor of Science in Business Administration from Arizona State University. She boasts an impressive list of certifications including IREM Certified Property Manager, Certified Defense Property Manager, National Apartment Association Advanced Facilitator, and NAAEI faculty member.