What's Happening Hawthorne

JULY-AU GU S T 20 2 1 E D I T I O N

What’s Happening Hawthorne?!

New Development: Hawthorne Waterside

table of contents Business Updates 1 2

4 5

6 7

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Note from the President ORA Contest Meet the Operations Support Team New Development Spotlight Training Corner Resident Services Corner Remembering Reggie Williams HR Happenings Getting to Know

Celebrating Your Achievements

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12

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Promotion Spotlight High Roller Achievements Career Path Completions Quarterly Reports – Q1 2021 Hawthorne Babies Hawthorne’s Furry Friends 5 Star Resident Reviews Live It! Corner

Management Corner 21 HR Tips for Managers 22 Leadership Corner

WHAT ’S H APPE N I N G HAWTHO RNE?!

business updates

the road to 50,000 Hello Hawthorne!

I hope everyone is doing well and staying healthy. This year is flying by, and we’ll be wrapping up 2021 before we know it.

As we reflect back on the year, I’m so excited to share that so far this year, we’ve experienced phenomenal growth and have a bright future ahead. Since January, we’ve been named one of the largest NMHC Top 50 Managers and welcomed a tremendous 5,727 new apartment homes to our portfolio! We’ve onboarded 23 new communities and have 24 communities (8,098 units) in the future pipeline. That growth is even more impressive when you know we did it all while maintaining one of the top online reputation scores in the country. Additionally, 18 communities were sold both owned and 3rd party communities. We are very grateful to our corporate team including our Regional Managers and Regional Service Directors for working hard through the many takeovers and dispositions that have occurred so far this year. Hawthorne now proudly manages 37,750 apartments across 160 communities and 72 cities.

People want to work with us, live with us, partner with us, and invest with us. And that’s because of YOU. Your hard work, grit, and determination has brought the “Live It” mindset to life, and proven time and time again that leaving people better than we found them sets us apart. That effort translates into great investment returns for our investor partners and 3rd party clients.

With our pipeline, we will be 45,848 units and Hawthorne’s growth means that you too have more opportunities to grow, further develop your career, and possibly take on new challenges. Our new company goal is 50,000 units! We are launching a new series named “Road to 50,000” to celebrate your achievements, cheer on our growth, and highlight some of your incredible career journeys around the company.

Together, we can SOAR HIGH to our next growth goal of 50,000 apartment homes!

Follow us on social media and stay tuned for “The Road to 50,000” updates and most of all THANK YOU!

Sam Davenport 1

What’s Happening, Hawthorne?! July-August 2021

ora contest We recently launched a national campaign and contest to reward those with outstanding efforts in online reputation management. This campaign has since ended, and the objective was to help us refocus, retrain, and work together to boost our ORA scores. Alongside this competition, we launched a new UKG training curriculum, delivered ORM kits and resources to all communities, and hosted a variety of support sessions. June scores were locked in after a J. Turner final quality check on 7/19. Since then, we have carefully tabulated based on various exceptions and tie breakers, plus introduced a new category for new developments in the contest period to ensure that everyone’s hard work was recognized.

ORA S COR E J UNE 20 2 1 : 8 4 .02 SCORE WITHOUT TRANSITIONS 8 5.16

*S a m e - s to re p ro p er t i e s o n l y, rem ove s all disposit ions/acquisit ions w it hin conte st per iod.

S TA RT ING SCO RE M ARCH 202 1 8 3 .4 7 | WITHOUT TRA NS ITIONS 8 4.1 9

Most Improved- Regional Manager Portfolio

Top Scoring Regional Vice President

Leigh Davis

Brett Bailey

What’s Happening, Hawthorne?! July-August 2021

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most overall improved score Stabilized: Hawthorne at Simpsonville New Development: Hawthorne Waterside

overall top score Cottages at Knightdale Station

most improved property per region Stabilized:

The Avenues of Inverness 501 Estates Hawthorne Parkside Madison Woods Barber Park Hawthorne at the Glen

New Development:

Zen Garden University Hill Hawthorne at Pine Forest 8 West Hawthorne Blanco Riverwalk Hawthorne Waterstone

top score per region:

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Amberleigh Ridge Legends at Morganton Park Myrtle Landing Hawthorne at Weaverville Hawthorne Riverside The Junction at Antiquity What’s Happening, Hawthorne?! July-August 2021

meet the operations support team Hawthorne’s Operations Support team is a tremendous asset to many of our sites. Each team member works closely with our leadership team to identify and implement areas of opportunity to improve property performance.

The primary objectives of Operations Support are to: • Support site teams with daily operational tasks such as sales, collections, renewals, and resident care • Work alongside site team members – training them to reach their performance benchmarks

Lauren Richards Regional Support Manager Fun Fact: I just adopted my 4th rescue dog. If I won the lottery, I would build a dog rescue sanctuary and take in as many as possible!

Sarah Williams Regional Support Manager Fun Fact: I majored in Anthropology/Archaeology and History at UGA.

Megan May Regional Support Manager Fun Fact: I love to do RV renovations!

Ivy Stewart Training & Support Specialist Fun Fact: In my free time, I dance in a spinning hoop suspended from the ceiling!

Taylor Houle Regional Leasing Specialist Fun Fact: I am super competitive and I’m the reigning Uno and Phase 10 champion among my friends/family!

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new development spotlight HAW T H O RN E WAT ERSI DE Hawthorne Waterside is our newest new development in Leland, NC, following our first new development in Leland built in 2016, Hawthorne at Leland. Since 2012 Hawthorne has completed six new development communities in the Wilmington/Leland market.

Hawthorne Waterside is a beautiful, coastal, garden-style community with 264-units on just over 30 acres, situated 30 minutes outside of Wilmington, NC. The unit interiors feature two custom finish schemes, both with quartz, stainless steel, energy star rated appliances, large open floor plans, washers and dryers included in each unit and barn door walk in showers with built-in niches. Waterside’s grounds feature considerable green space, ponds and an exceptional amenity package, to complement their large clubhouse with over 4,500 square feet of amenity space.

To date we have received 10 of the 11 total apartment buildings onsite, and 240 units. We welcomed our first residents in April 2021, and are currently 99.24% pre-leased, 85% occupied and expect to be 100% pre-leased very soon, as they only have one apartment home remaining! The community is projected to be 100% completed by October, 2021.

We’re thrilled with the Waterside team’s hard work, determination and resilience throughout their lease-up and so excited to celebrate their continued success!

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What’s Happening, Hawthorne?! July-August 2021

training corner grace hill learning library Are you looking for resources to enhance your professional development? Are you interested in furthering your career? Or do you simply just want to feel more confident in your knowledge of multifamily industry matters?

If you answered “yes” to any of these questions, the Grace Hill Learning Library is for you! Grace Hill’s learning content goes far beyond your required compliance courses. There is a comprehensive library of training courses available to every Hawthorne employee right at your fingertips. These courses identify critical skills that all employees need to be successful. Topics you’ll find here include: Essential Business Skills Effective Leadership & Teambuilding Advanced Leasing Skills Relevant Maintenance Topics And much more!

Check out the Grace Hill Learning Library today. Just log in to Grace Hill, click on “Library” on the side menu, and then click “Add to My Courses” for each course you want to take.

There’s no limit to what you can learn. Try it today!

compliance training reminder Employees in the multifamily industry must remain knowledgeable of the latest legal developments. Fair Housing, Workplace Harassment, Sexual Harassment, and Diversity & Inclusion are annual refresher courses that are assigned to each Hawthorne employee. If you haven’t logged into Grace Hill in the past few weeks, some of these courses may be overdue. Log in today and make sure you are on top of all the latest changes to these laws.

upcoming training dates September 2021

Leasing School (Greensboro): 9/15 – 9/16 Live It! Leadership: 9/22 - 9/23 Leasing School (Chattanooga): 9/22 – 9/23 Hawthornize: 9/28 – 9/30 Leasing School (Orlando): 9/29 – 9/30 What’s Happening, Hawthorne?! July-August 2021

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resident services corner WOR K O R D E R S Y T D : 1 2 5,695 | MAKE RE ADIES YT D: 11,04 6

scheduled maintenance Quarterly Scheduled Maintenance is a critical component to any property. When executed properly, scheduled maintenance can: • lower maintenance costs • reduce equipment downtime • proactively identify water or suspect growth issues • improve the asset and resident satisfaction Hawthorne requires quarterly scheduled maintenance, which is laid out in detail in the SAM Manual. Each quarter is independently laid out with a focus on core inspections and allows flexibility to tailor additional inspections to each property. In addition to interior inspections, exterior inspections are found in the SAM manual to aid in tracking dryer vent cleanings, backflows, extinguishers, lift stations, etc.

industry tools

Elitech Digital Temperature and Humidity Data Logger Able to track up to 16,000 points of entry with minimal recording every 10 seconds.

Aids in troubleshooting humidity and temperature related issues. Can track resident usage of apartment HVAC and related interior conditions.

Hawthorne is excited to introduce a new technology partner to help us digitize and streamline our maintenance operations: ServusConnect. Our Resident Service leadership group has been working with ServusConnect on a pilot program over the summer with several properties and the results have been fantastic. This new technology integrates directly with Yardi and allows our Resident Service staff to do service requests directly on their mobile devices, automatically sends service notification updates to our residents via text, and provides insightful reporting for our Community, Regional and Executive staffs to ensure we're delivering the best possible service! We're planning on rolling out ServusConnect to Hawthorne-owned assets starting at the end of September and hopefully, extending it to our 3rd party communities starting in 2022.

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What’s Happening, Hawthorne?! July - August 2021

remembering reggie williams Mr. Reggie, as we called him, will be missed by all who knew him. Reggie passed on July 18, 2021 at the age of 71. We had the pleasure of working with Reggie at two communities in Charlotte; Pavilion at UC and Axiom. Reggie’s dedication allowed him to work up until the day before his passing. His candidness and fierce protection of his work family was evident the moment you met him. Reggie was notorious for working countless hours to make sure the job was done right and that residents had an apartment suitable to his standard. His infectious smile could be seen regardless of the day and job at hand. When asking Reggie, “How’s everything going?” his go to response was always “Copacetic Boss Lady” or “Copacetic Boss Man.” His service to our Nation’s Army and 5-year tenure with Hawthorne in retirement, was a true testament to his internal Live It Culture that was deep rooted way before coming to HRP. Because of that love to serve, he stayed with us to the end.

The world will be a little dimmer without his light, but we will always have the love in our hearts and sweet memories. Our love goes out to him and his family, and those that were privileged to have known him. Don’t worry about us Reggie, everything is Copacetic!

What’s Happening, Hawthorne?! July-August 2021

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hr happenings UN U M W E L L NES S B EN EFIT If you are enrolled in UNUM’s Accident, Critical Illness or Hospital Indemnity plans you can earn money annually just by taking care of yourself. This Wellness Benefit through UNUM allows you and your covered family members to receive money for routine tests and screenings. Below is the information about the Wellness Benefit and the options for filing a claim.

Should you have questions about this benefit, feel free to email benefits@hrpliving.com.

Learn more about your annual Wellness Benefit Each year, you can earn a valuable incentive just for taking care of your health. And so can each of your covered family members

Your Unum plan pays a Wellness Benefit for one wellness test each year.

With Unum’s Wellness Benefit,* you and other covered family members can receive a valuable incentive for important tests and screenings. Many of these tests are routinely performed, so it’s easy to take advantage of this benefit.

Most common tests and screenings include: Here’s how you can file a claim and receive your Wellness Benefit: 1. You can file your claim online with a one-time registration on unum.com, by mail or over the phone.

Simply call 1-800-635-5597 for more information.

2. You will need to provide the following information:

• Blood test for triglycerides

• Pap smear

• Fasting blood glucose test

• Serum cholesterol test to determine HDL and LDL levels

• Mammography

Other tests and screenings include: • Bone marrow aspiration or biopsy

• Hemoglobin A1C (HbA1c)

• CA 15-3 (blood test for breast cancer)

• Hemocult stool analysis

• CA-125 (blood test for ovarian cancer)

• PSA (blood test for prostate cancer)

• CEA (blood test for colon cancer)

• Serum protein electrophoresis

• Carotid Doppler • Chest X-ray

• First and last name of the employee and claimant (the employee might not be the claimant)

• Colonoscopy

• Employee’s Social Security number or policy number

• Flexible sigmoidoscopy

• Name and date of the test • Physician’s name and the facility name where the test was performed

• Echocardiogram • Electrocardiogram • Fasting plasma glucose (FPG)

MORE

(blood test for myeloma)

• Skin cancer biopsy • Stress test on a bicycle or treadmill • Thermography • Thin prep pap test • Two-hour post-load plasma glucose • Virtual colonoscopy

For more information, please contact your Unum benefits representative.

Unum will pay wellness benefits for all eligible policies according to policy terms. *Available with Unum’s Group Accident, Group Critical Illness, Group Specified Disease, and Group Hospital Indemnity policies.

THESE POLICIES OFFER LIMITED BENEFITS The policies or their provisions may vary or be unavailable in some states. The policies have exclusions and limitations which may affect any benefits payable. See the actual policy or your Unum representative for specific provisions and details of availability.

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Underwritten by: Unum Life Insurance Company of America, Portland, Maine; Provident Life and Accident Insurance Company, Chattanooga, Tennessee In New York, underwritten by: First Unum Life Insurance Company, New York, New York unum.com EN-1911 (10-14)

FOR EMPLOYEES

© 2014 Unum Group. All rights reserved. Unum is a registered trademark and marketing brand of Unum Group and its insuring subsidiaries.

GE T T I N G T O K NOW

Robert Warren Renovation Accountant 1. Time with HRP? 11 great months.

2. What do you love most about HRP? Everywhere I look, I see the most excellent work environments. I am so fortunate to be here, and grateful for what everyone has managed to create.

3. What do you do outside of Hawthorne?

I absolutely love spending as much time with my family as possible. I do also enjoy studying diligently, training as a tri-athlete, driving video games, and playing a wide variety of sports (currently tennis, basketball, roller-skating, and a bunch of us accountants just joined a kickball league – Go Team!).

4. If you had 3 wishes, what would they be?

1. I wish to earn a sports car to bring to the racetrack and just cruise.

2. I wish for a biodiverse garden that will feed and house all.

3. Most of all I wish for the genie’s freedom.

What’s Happening, Hawthorne?! July - August 2021

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WHAT ’S H AP P E N I N G HAWTHO RNE?!

celebrating your achievements

JUNE - JULY 2021

employee promotion spotlight Name

Promotion From

Promoted To

Billy Johnson

Resident Services Technician II

Resident Services Technician III

Brett Alcock

Resident Services Technician III

Resident Services Supervisor

Byron Anderson

Resident Services Technician III

Resident Services Supervisor

Carlos Vilomar

Resident Services Technician II

Resident Services Technician III

Ivelis Rodriquez

Leasing Manager

Community Manager

Joshua Hamilton

Resident Services Technician II

Resident Services Supervisor

Kala Strunk

Assistant Manager

Community Manager

Kanita Stojnic

Leasing & Live It! Specialist

Assistant Community Manager

Kara Baker

Leasing & Live It! Specialist

Assistant Community Manager

Kelly Merritt

Assistant Manager

Community Manager

Kelsey Houge

Leasing & Live It! Specialist

Assistant Community Manager

Laura Hayworth

Regional Manager

Senior Regional Manager

Marie Moseley

Leasing & Live It! Specialist

Assistant Community Manager

Megan May

Community Manager

Regional Support Manager

Megan Ogdahl

Leasing & Live It! Specialist

Assistant Community Manager

Melissa Thompson

Leasing & Live It! Specialist

Assistant Community Manager

Nicole Julian

Social Media Content Specialist

Regional Marketing Specialist

Roger Johnson

Resident Services Technician III

Resident Services Supervisor

Ronald Rivero

Resident Services Technician II

Resident Services Supervisor

Stephanie Tankersley

Leasing & Live It! Specialist

Assistant Community Manager

Ximena Pena-Fike

Assistant Manager

Community Manager

Zachary Allison

Resident Services Technician III

Resident Services Supervisor

What’s Happening, Hawthorne?! July- August 2021

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high roller achievements JUNE - JULY 2021

Hawthorne High Rollers is a leasing reward program designed to encourage exceptional leasing results by providing a bonus program that increases recognition and compensation for sales ability.

Employee

Community

High Roller Status

Angelica Cutlip

Hawthorne at Kennesaw

Scholar

Autumn Garrett

1287 Shoals

Ace

Christina Smith

The Summit on 401

Scholar

Emma Martinez

Hawthorne at the Hall

Scholar

Irving Grady Jr.

The Harbours

Ace

Jaimie Partin

The Harbours

Ace

Jennifer Silver

Hawthorne at the Glen

Hot Shot

Jessica Greenberg

Hawthorne at Southside

Scholar

Jessica Johnson

Hawthorne at Kennesaw

Hot Shot

Jordan Rose

Barber Park

Hot Shot

Katey Neuffer

Amberleigh Ridge

Hot Shot

Kristen Roberson

Myrtle Landing

Scholar

Lauren McDowell

Village Lofts

Scholar

Melissa Thompson

Hawthorne at the Ridge

Hot Shot

Nicholas Page

Hawthorne at the Greene

Ace

Samuel Hermes

Village Lofts

Scholar

Tessa Miller

The Trails

Scholar

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What’s Happening, Hawthorne?! July-August 2021

career path completions JUNE - JULY 2021 Employee

Path From

Path to

Community

Brittney Bryant

Leasing and Live It! Specialist

Assistant Community Manager

Madison Woods

Emma Martinez

Leasing and Live It! Specialist

Assistant Community Manager

Hawthorne at the Hall

Kassidy Eaton

Leasing and Live It! Specialist

Assistant Community Manager

Meridian at Harrison Pointe

Kayla Tucci

Leasing and Live It! Specialist

Assistant Community Manager

Malabar Lakes

Kelsey Houge

Leasing and Live It! Specialist

Assistant Community Manager

Grove at Park Place

Mary Catherine Whitley

Assistant Community Manager

Community Manager

Hawthorne at Parkside

Meagan Witzleben

Leasing and Live It! Specialist

Assistant Community Manager

198 Milltown

What’s Happening, Hawthorne?! July-August 2021

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quarterly reports 2021 - QUARTER 1

Back Door Closers - Top 10 Lowest Annualized Turnover - thru March

Soar High Club - Highest Positive NCI to Budget - Q1

Property

Positive %

Property

Positive %

Four Seasons Town Homes

13.33%

South Main

14.29%

Douglas Square

27.69%

501 Estates

17.78%

W Flats

22.46%

Willow Creek

19.44%

The Summit on 401

22.12%

Hawthorne Riverside

21.95%

Four Seasons Town Homes

21.90%

1287 Shoals

23.64%

Hawthorne at the Hollow

16.07%

Hawthorne at Haywood

25.42%

Lakehurst Apartments

13.44%

Hawthorne at Horse Pen Creek

29.17%

Legacy at Firetower

12.30%

Meridian at Sutton Square

29.79%

Wynslow Park

12.25%

Hawthorne at Wisteria

30.00%

Amelia Village

11.92%

Legacy at Lake Charles

10.76%

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What’s Happening, Hawthorne?! July-August 2021

Show Me The Money - Average Delinquency Under 2% - Q1 Property

Delinquency %

Madison Woods Hawthorne at Indy West Waterford Grove at Park Place Cottages at Watercress Wayside Brookefield Apartments Waterford Place Piedmont Place Legends at Morganton Park Amberleigh Ridge Hawthorne at Victoria Hawthorne at the Summit Austin Creek 18 Watercress Green Millis & Main Stillwater at Southbridge Hawthorne at the Ridge Autumn Pointe Hawthorne Creekside Hawthorne at Mills Gap Hawthorne at Friendly Hawthorne at the Station Hawthorne at Lake Heather West End at Fayetteville

0.00% 0.00% 0.00% 0.01% 0.07% 0.10% 0.20% 0.32% 0.37% 0.38% 0.48% 0.64% 0.68% 0.76% 0.80% 1.05% 1.08% 1.32% 1.36% 1.47% 1.49% 1.60% 1.67% 1.74% 1.79%

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hawthorne babies

W E LCO ME TH ESE NEW MEMBE RS OF THE H AW T H O RNE FA MI LY

Scarlett Bedenbaugh Proud Parent: Taylor Bedenbaugh, Community Manager at Zen Garden Taylor Bedenbaugh and his wife Courtney welcomed their new baby girl Scarlett at 2:43 am on August 19th. She weighed 8 pounds, 10 ounces and was 20 inches long!

Kylie Reed Proud Parent: David Reed, Resident Services Technician II at Amberleigh Ridge Kylie Reed was born on June 7, 2021. This is David’s first daughter.

Davina Kay Proud Parent: Diana Briones, Community Manager at Lakehurst Baby Davina Kay made her debut on June 9th, 2021.

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What’s Happening, Hawthorne?! July-August 2021

Orion Xander O’Connor Proud Grandparent: Doug McClure, Resident Services Technician III at The Trails Orion just turned one month old. His nursey is really cool – it has been decorated in a space theme, everything from Star Wars to Buzz Lightyear! His favorite things right now are eating and sleeping.

Lucy Louise Haithcox Proud Parent: Andie Haithcox, Community Manager at Hawthorne at the Hall Lucy made her appearance July 30th, 2021 at 8:49 pm weighing 6 lbs. 13 oz. We are so excited for their new addition!

Damian Alexander Kyle Proud Parent: Andrew Kyle, Leasing and Live It! Specialist at Amelia Village Damian Alexander Kyle just turned 6 months old. He loves mashed potatoes and floating in the pool!

What’s Happening, Hawthorne?! July-August 2021

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hawthorne’s furry friends CONGRATULATIONS TO OUR NEWEST PET OWNERS

Archie Proud Owner: Krysta Mccombs, Leasing & Live It! Specialist at The Springs Archie is a 3-month-old Goldendoodle who loves to run, play, and cuddle. He is very loving and is as sweet as can be!

Rhetta Lynn Proud Owner: Kendra Bee, Community Manager at Hawthorne at Bear Creek Rhetta Lynn joined Kendra’s family in June 2021. Rhetta is a Red Merl Aussie. She has two other siblings, Reba May and Rowdy Boy. Welcome to the pack, Rhetta!

Have a new pet you would like featured on our furry friends page? Email announcements@hrpliving.com

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What’s Happening, Hawthorne?! July-August 2021

five star resident reviews!

HERE IS WHAT OUR RESIDENTS HAVE TO SAY.

Hawthorne Waterstone By: Verified Resident / Apartment Ratings My mom moved to Hawthorne Waterstone from out of state. The staff has been absolutely amazing and accommodating! My mom was very anxious to downsize from a large house and was worried she’d be unhappy, but they made the transition seamless. She had a couple problems operating appliances, but the maintenance staff was there to help promptly and with a smile. Her apartment is beautiful and spacious, and she says she doesn’t hear the neighbors. The amenities and grounds are beautiful. I haven’t seen her this happy in a long time!!! Thank you, Ivey, Brittany and HW staff!

Hawthorne at the Parkway By: Mitchell Dyer / Google

This apartment complex is one of the best in the area! There are a plethora of amenities including a stocked gym. The quality that you receive for what you pay is more than fair. The staff is what made this place special, though. Megan and Michael do an exceptional job with communication and deploying empathy. They are some of the nicest people I’ve met! The maintenance team is solid as well! I had a gentleman named Nelson who take care of most of our requests. He was always timely, efficient, and an awesome conversationalist! 5/5

Hawthorne at Mills Gap By: Jordan Gray / Google

We’ve just moved in but are already so impressed with this community. We’re at Hawthorne Mills Gap location.

We looked at a few other Hawthorne properties and everyone we talked to was very helpful, kind, and got us what we needed. Move-in was virtually painless, which we’ve never been able to say about an apartment complex. I’d recommend anyone relocating to the Asheville area consider one of these properties while you’re getting acclimated to the area. So far, it’s a great (affordable) home base!

West Park By:Verified Resident / Apartment Ratings

I love West Park. Since moving in this year, I have nothing but great things to say. I still can’t believe maintenance showed up 15 minutes after I placed a work order. It’s a joy to live here; I am never disappointed.

What’s Happening, Hawthorne?! July- August 2021

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“ live it corner HOW WILL YOU LIVE IT TODAY?

Hawthorne at Oak Ridge had notable Live It! moments that we are proud to share!

1. Someone was outside for a run on Old Oak Ridge road, and while passing the community, she fell pretty hard on the pavement. The team noticed immediately, and RSS Lou jumped up first thing to help! He grabbed water and the first aid kit and ran out to the runner. She was extremely thankful because she was by herself and was a bit shocked and disoriented.

Lou waited until EMS arrived and made sure she didn’t need anything else before returning back to the office. We are so grateful that she is ok, and that Lou was there to help!

2. ACM Shay and LC Alyssa made goodie baskets for the Community Clothes Care Center. Baskets included detergent, fabric softener, Hawthorne swag, and a note that read “We appreciate you LOADS!” They were left on every washing machine for those residents who utilize this amenity.

Keep Living It! Team HRP!

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What’s Happening, Hawthorne?! July -August 2021

Live It! It’s a daily commitment to our people, our industry and the thousands of individuals proud to call a Hawthorne community home.

”

WHAT ’S H AP P E N I N G HAWTHO RNE?!

management corner

hr tips for managers D O N’T TYPE AT ME LI K E THAT! The Importance Of Tone In Email

Email, whether it be to prospects, residents, co-workers, or vendors, has become a primary form of communication. It’s quick, efficient and doesn’t require us to engage in real-time emotional responses.

Whereas, in face-to-face communication, we rely heavily on non-verbal communication like facial expression, body posture, gestures and tone of voice to interpret and understand other people’s behavior. Without these important non-verbal cues, our imaginations fill in the blanks of what the other person intended and how they felt. The problem is, we rarely fill in the blanks with positive intentions which can lead to a lost prospect, an angry resident or a disagreement on the team that could have been avoided.

Therefore, it is important to be aware and mindful that the words we choose in our emails carry a tone. For example, when someone RESPONDS BACK IN ALL CAPS? Or uses 10 exclamation points!!!!!!!!!! How do you read their message? It probably sounds like they are angry and yelling at you which could completely change how your message was meant to sound.

Here are a few examples to help ensure the right feeling and tone is being delivered through your emails.

1. Email: “Since some residents can’t manage to pick up after their pets…”

Tone interpretation: We know who you are, you’re lazy and we don’t want you to live here.

What could have been written: “Due to the vast amounts of pet waste we have been experiencing at the community…”

2. Email: “If you don’t get that to me by 1:00p.m. today, we’re going to miss our deadline.”

Tone interpretation: “Hey slacker, we’re going to miss the deadline and it’s your fault.”

What could have been written: “Today’s 1:00pm deadline is particularly critical. It’s very important that I get your feedback today, so we can deliver on schedule. Thanks for your help!”

3. Email: “Yep. That’s the exact same apartment we’ve seen the last 4 times you were here.”

Tone interpretation: I’m really busy, you’re annoying and I don’t have time for this.

What could have been written: “Yes ma’am! Apartment 1212 is the apartment we viewed with the white cabinets and large bay window on the first floor. I’ve attached a few pictures. Here is the application link to apply and reserve apartment 1212.”

Find ways to LIVE IT! Get creative and respond in a way that is respectful, direct, and kind. And when all else fails, take a moment to breath before responding, assume they have positive intent and remember, treat them the way you would want to be treated.

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What’s Happening, Hawthorne?! July - August 2021

leadership corner HOW YOUR BRAIN RESPONDS TO S TORIES Why stories are crucial for leaders By: Karen Eber How do the world’s best leaders and visionaries earn trust? They don’t just present data — they also tell great stories. Leadership consultant Karen Eber demystifies what makes for effective storytelling and explains how anyone can harness it to create empathy and inspire action.

https://www.ted.com/talks/karen_eber_how_your_brain_responds_to_stories_and_why_they_re_crucial_for_leaders

What’s Happening, Hawthorne?! July- August 2021

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Hawthorne Residential Partners Corporate Newsletter What’s Happening, Hawthorne?!

July - August 2021

@hawthorneresidentialpartners www.hawthorneresidentialpartners.com