Sample Curriculum

DAY 1: WELCOME, OVERVIEW, PROFESSIONAL CODE OF ETHICS

9:00 – 10:30 AM

  • Welcome
  • Introduction to Synergy Learning Center
  • Dona Eng (Founder) Her Vision
  • Colin Flanders (Colleague) His Role with Synergy Learning Center
  • Synergy Learning Center Mission
  • Review Course Participation Policy
  • Review Mentoring Program
  • Student Introduction Exercise
  • Writing Goals, Objectives, Time Lines – Students Complete Their Goals, Objectives and Time Line Worksheet Course Overview – Hand Out Training Agenda Packet

10:30 – 10:40 AM   Break

10:40 AM – 12:00 Noon

  • Residential Property Management Overview
  • Commercial Property Management Overview
  • Property Management Flow Chart – Me the Professional, the Competitive Market, Traffic Patterns, the Prospect, the Applicant, the Personal Tour, Closing the Sale, Customer Service, Retaining my Residents
  • Colin – Introduction on Using the Computer and How to Use the Internet
  • Group Exercise – Navigate Through the Internet Looking Up Property Management Companies and Finding Out What Their Portfolios Are

12:00 – 1:00 Lunch

1:00 – 2:30 PM

  • Position Descriptions in Residential Property Management
    • Maintenance
    • Leasing
    • Accounting
    • Assistant Property Managers
    • Property Managers
    • Regional/Property Supervisors
  • Intro to Professional Code of Ethics – What is Professional Code of Ethics

2:30 – 2:40 PM   Break

2:40 – 4:00 PM

  • Legal and Ethical Issues
  • Laws
  • Fairness
  • Utilitarianism
  • Ethics
  • Codes of Behaviors
  • Learning Activity
  • Professional Code of Ethics

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DAY 2: EMPLOYMENT PREPARATION

9:00 – 10:30 AM

  • Employment Searching
    • Utilizing the Search Engine
    • Utilizing the Internet
    • Posting Your Resume on the Internet
    • Seeking Property Management Companies
  • Exercise – On Line Seeking Open Positions

10:30 – 10:40 AM   Break

10:40 – 12:00 Noon

  • Writing the Cover Letter
  • E-mailing Cover Letters and Resumes
  • Example of Cover Letter
  • Exercise – Write the Cover Letter to the Position
  • E-mail Cover Letter With Resume Attached (How to Attach)
  • Resume Writing Tools

12:00 – 1:00   Lunch

1:00 – 2:30 PM

  • The Interview Winning Resume
    • Heading
    • Objective
    • Education
    • Experience
    • Other Categories
  • Proof Read the Resume
  • Exercise – Write Your Resume

2:30 – 2:40 PM   Break

2:40 – 4:00 PM  

  • Facts to Gather Before Interviewing
  • Interview Preparation
  • Professional Dress
  • Completing the Application
  • Answering Tough Questions
  • Handling Illegal Interview Questions
  • Questions You Ask a Potential Employer
  • Closing the Interview
  • Role Play – Interviews
  • Thank You After An Interview

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DAY 3: FAIR HOUSING AND LEASING

9:00 – 10:30 AM

  • Fair Housing
    • Protected Classes
    • Definition
    • Prohibited Practices
    • Statute of Limitations
    • Advertising
    • Professional Interaction
  • Impact of Fair Housing Laws
  • Fair Housing Checklist

10:30 – 10:40 AM   Break

10:40 – 12:00 Noon

  • Leasing Boot Camp
    • The “Best of the Best”
    • Product Knowledge
    • Competitor Knowledge
  • Phone Presentation
    • Attention/Greeting
    • Interest/Identify Needs
    • Conviction/Presentation
    • Close
    • Telephone Role Play Exercise
  • Guest Card

12:00 – 1:00 PM   Lunch

1:00 – 2:30 PM

  • Personal Tour
    • The 5 SSSSS
    • Community Image
    • Office Presentation
    • Greeting
    • Interest
    • Presentation
    • Closing
    • Follow Up
    • Personal Tour Role Play Exercise

2:30 – 2:40 PM   Break   

2:40 – 4:00 PM

  • Lease Package Overview
    • Application
    • Resident Selection Standards
    • The Selection Process
    • The Lease
    • Non Standard Rental Provisions
    • Community Policies
    • Lease Addendums


DAY 4: CUSTOMER SERVICE AND RESIDENT RETENTION

9:00 – 10:30 AM

  • What is Customer Service
  • Understanding Personality Types
  • Personality Types
  • Analytical
  • Driver
  • Expressive
  • Liaise Faire
  • Exercise
10:30 – 10:40 AM   Break

10:40 – 12:00 Noon

  • Effective Listening
  • Tips For Effective Listening
  • Conflict Resolution
    • Win/Win Approach
    • Creative Response
    • Empathy
    • Appropriate Assertiveness
    • Co-operative Power
    • Managing Emotions
    • Willingness to Resolve
    • Negotiation
  • Dealing With Angry Customers/Residents
  • Response to Angry Customers/Residents
  • Exercise – Role Play
12:00 – 1:00 PM   Lunch

1:00 – 2:30 PM

  • Customer Service Strategies & Methods
  • Exercise – Customer Service Plan
  • Mission Statement
  • Exercise – Create Mission Statement
  • Resident Retention
  • Resident Retention Plan
  • Components of a Retention Plan
  • Outline
2:30 – 2:40 PM   Break

2:40 – 4:00 PM

  • Exercise – Create Resident Retention Plan
  • Property Inspections
  • What to Inspect
  • Preparing Your Property


DAY 5: COMPUTER 101 - WORD

9:00 – 10:30 AM

  • Introduction to Microsoft Word
    • Starting Word
    • Navigating  the Dashboard
    • Understanding the Functionality of the Tool Bars
    • Shortcut Menus
    • Saving a Document
    • Creating a New Document
    • Ask for Help Using the Office Assistant
  • Basic Editing
    • Cursors
    • Cursor Movement
    • Inserting Text
    • Word Wrap
    • Deleting Characters
    • Undo and Redo
  • Formatting
    • Selecting Text
    • Applying a Font
    • Font Size
    • Font Attributes
    • Font Color
    • Text Alignment
10:30 – 10:40 AM  Break

10:40 – 12:00 Noon

  • Moving and Copying
  • More Editing Features
    • Zooming
    • Views of a Document
    • Find and Replace
    • Spell Checker
    • Auto Correct
    • Case Conversion
    • Format Painter
  • Exercise – Work on Introduction Letter
12:00 – 1:00   Lunch

1:00 – 2:30 PM

  • Paragraph Formatting
    • What is a Paragraph?
    • Selecting a Paragraph
    • Indents
    • Units of Measure
    • Line Spacing
  • Tables
    • Typing Into the Table
    • Moving Around the Table
    • Selecting Cells Within a Table
    • Inserting/Deleting Rows and Columns
    • Altering Column Widths
    • Adjusting Row Heights
    • Borders and Shading
2:30 – 2:40 PM   Break

2:40 – 4:00 PM

  • Bullets and Numbering
    • Creating a Bulleted List
    • Creating a Numbered List
  • Page Set Up and Printing
    • Pagination
    • Setting Margins
    • Page Size and Orientation
    • Automatic Page Numbering
    • Printing
    • Print Previewing
  • Exercise – Work on Introduction Letter and Resume

DAY 6: COMPUTER 101 - EXCEL

9:00 – 10:30 AM

  • Introduction to Excel
    • The Excel Screen
    • Toolbars and Menus
    • Scroll Bars
    • Worksheet, Columns, Rows and Cells
    • Saving, Opening, Closing a Workbook
    • Moving  Around the Worksheet
  • Entering Data
    • Entering Data using In-Cell and Formula Bar
    • Editing Data in Cells
    • Selecting Cells
    • Clearing Cells
  • Working with Rows and Columns
    • Change Column Width
    • Change Row Height
    • Delete and Insert
10:30 – 10:40 AM   Break

10:40 – 12:00 Noon

  • Moving and Copying Data
  • Formatting Cells
    • Formatting Using Toolbar
    • Formatting Using Dialog
    • Applying Text Formats
    • Applying Currency Formats
    • Applying Date Formats
    • Merge and Center
    • Borders and Shading
    • Format Painter
12:00 – 1:00   Lunch

1:00 – 2:30 PM

  • Working with Worksheets
    • Renaming Worksheets
    • Inserting Worksheets
    • Move and Copy Worksheets
    • Delete Worksheets
2:30 – 2:40 PM   Break

2:40 – 4:00 PM

  • Auto Fill
    • How to Use the Auto Fill Handle
    • Using Auto Fill to Copy Sequence
    • Using Auto Fill to Replicate
  • Using Formula and Functions
    • How to Enter a Formula
    • Working With Formulas
    • Using Simple Functions – Average, Minimum, Maximum
  • Printing
    • Print Preview
    • Page Set Up
    • Page Breaks
    • Printing
  • Exercise – Practice Time


DAY 7: YARDI GENESIS

9:00 AM – 10:30 AM

  • Opening Yardi Genesis
  • Examining Main Screen
  • Understanding the Menus and Toolbar Buttons
  • Understanding Filter Fields
  • Understanding Data Screens
  • Understanding Transaction Screens
  • Exercise – Practice Navigating through Tool Bar and Menus
  • How to Create Property Records
  • How to Create Unit Records
  • How to Create Tenant Records
10:30 – 10:40   Break

10:40 – 12:00 Noon

  • Adding New Tenants
  • Adding Tenant Roommates
  • Reviewing Tenant Ledgers
  • Moving In Tenants
  • Moving Tenants From One Unit to Another
  • Moving Out Tenants
  • Exercise – Practice Session
12:00 – 1:00   Lunch

1:00 – 2:30 PM

  • Creating Single Charges
  • Creating Batch Charges
  • Editing Batch Charges
  • Deleting a Charge Batch
  • Exercise – Practice Session
  • Recording Receipts for Tenants
  • NSF
  • Recording Receipts for Applicants or Non-Tenants
  • Creating Receipt Batches
  • Modifying Batch Receipts
  • Deleting a Saved Batch
2:30 – 2:40 PM   Break

2:40 – 4:00 PM

  • Recording Individual Invoices
  • Recording Invoices in Batches
  • Deleting Saved Batches
  • Reversing an Invoice
  • Creating Recurring Payable
  • Posting Recurring Payable
  • Writing Check
  • Voiding Check
  • Rewriting Checks
  • Service Orders
  • Work Orders


DAY 8: YARDI VOYAGER (DAY 1)

9:00 – 10:30 AM

Voyager

  • Navigating Voyager
  • Opening a Database
  • Filter Overview
  • Filter Selection Lists
  • Data Fields on Filters
  • Data and Transaction Screens
  • Exercise – Practice Navigating through Voyager
  • Leasing Dashboard
  • Leasing Workflow
  • Guest Card
  • Locating a Guest Card
  • Occupants
  • Select Unit
    • Showing a Vacant Unit
    • Putting Guest on Waitlist
    • Changing Unit Selection Criteria
10:30 – 10:40 AM   Break

10:40 – 12:00 Noon

  • Holding a Unit
  • Releasing a Hold
    • Viewing Specials for a Unit
    • Selecting a Unit
  • Application Form
  • Application Charges
  • Application Status
    • Running a Credit Check
    • Viewing Guest Ledger
    • Approving the Application
    • Executing the Lease
    • Denying an Application
    • Canceling an Application
12:00 – 1:00   Lunch

1:00 – 2:30 PM

  • Exercise – Practicing Entering an Applicant
  • Residential Dashboard
  • Resident Move In Procedures
    • Changing a Future Resident’s Move In Date
    • Canceling a Move-In
    • Changing the Unit Assigned
    • Moving in the Resident
  • Resident Move Out Procedure
  • Exercise – Practicing Navigating Residential Dashboard
  • Exercise – Resident Move In Procedures
2:30 – 2:40   Break

2:40 – 4:00 PM

  • Accounting Functionality
    • Charge Batch Procedure
    • Detail Charge Batch Procedure
    • Late Fees
  • Exercise – Practice and Review


DAY 9: YARDI VOYAGER  (DAY 2)  

9:00 – 10:30 AM

  • Receiving Resident Rent Payments
  • Receiving Resident Security Deposits
  • Receipt Batch Features
  • Detail Receipt Batch Procedures
  • Review, Reverse, or Record as NSF
  • Exercise – Practice Completing Rent Payments
10:30 – 10:40 AM   Break

10:40 – 12:00 Noon

  • Payable Batch’s
  • Entering Vendor Invoices
  • Setting up Recurring Payables
  • Paying Bills
  • Practice Time
  • Report Structure
    • Rent Roll with Lease Charges
    • Vacancy Reports
    • Lease Expiration Reports
  • Exercise – Practice Paying Bills
12:00 – 1:00 PM   Lunch

1:00 – 2:30 PM

  • Maintenance
    • Work Order Dashboard
    • Creating Service Requests
    • Scheduling Work Orders
    • Make Ready Work Flow
    • Monitoring and Update Make Ready Details
  • Exercise - Practice Session – Work Orders
2:30 – 2:40 PM   Break

2:40 – 4:00 PM

  • Monthly Posting
  • Posting Report
  • Rent Rolls With Lease Charges
  • Vacancy Reports
  • Tickler Reports
  • Lease Expiration Reports
  • Exercise – Practice Session


DAY 10: WORK SESSION, CUSTOMER SERVICE PRESENTATION, MENTORING PROGRAM

9:00 – 12:00 Noon

  • Work Sessions – Work in Yardi products, one on one time with instructors
12:00 – 1:00   Lunch

1:00 – 2:30 PM

  • Program Presentation
    • Key Areas in the Presentation - Notes
    • Discussion
2:30 – 2:40 PM   Break

2:40 – 4:00 PM 

  • Mentoring Program Overview
  • Mentoring Program Sessions – Areas of Need and Schedule
  • Graduation