OC REALTOR® - September/October 2023

JUST L.U.V ONE ANOTHER ON PAGE 8

COMMUNICATION TOOLS AT YOUR FINGERTIPS ON PAGE 28

THE POWER OF EMOTIONAL INTELLIGENCE FOR REALTORS® ON PAGE 24

SEPTEMBER | OCTOBER 2023

MASTERING COMMUNICATION THROUGH BODY LANGUAGE ON PAGE 26

ACCESSIBILITY IN THE REAL ESTATE INDUSTRY ON PAGE 30

HOW TO HANDLE QUESTIONS ABOUT SCHOOL AND NEIGHBORHOODS ON PAGE 33

Connecting the Dots: Mastering Communication

This issue of OC REALTOR® understands the pivotal role of emotional intelligence in communication, the significance of body language cues in mastering communication skills, and the importance of inclusivity and diversity in real estate, regardless of communication abilities.

CONTENTS

Connecting the Dots: Mastering Communication

PRESIDENT'S MESSAGE

Just L.U.V One Another President Scott White describes how listening, understanding, and validating can change the degree of connection and communication in your personal and professional relationships.

FEATURES

COVER STORY: CONNECTING THE DOTS

Accessibility in the Real Estate Industry

In the real estate industry, fostering inclusivity and accessibility is essential for building a strong and cohesive community. The aim is to bridge the gap between hearing and Deaf real estate agents, fostering collaboration, promoting easy communication, and providing equal opportunities for all clients and agents, including those who are deaf or hard of hearing.

By Tapiwa Chikuku

Accessibility in the Real Estate Industry

LEADERSHIP ACADEMY

Well Rounded Leaders:

2023 Leadership Academy Graduates

Sabrina Blair offers congratulations to the sixth class of Leadership Academy Graduates following their graduation on July 25.

16 19

COVER STORY

THE ORANGE COUNTY HOUSING UPDATE

Home Values are Rising Steven Thomas says today’s lack of supply, coupled with stabilized higher mortgage rates has led to an extremely hot real estate market.

CRMLS SOLUTIONS

REALTOR® Keller Williams Spectrum Properties

The Power of Emotional Intelligence for REALTORS®

1. Emphasizing Collaboration:

Michelle McCann outlines various impactful ways in which emotional intelligence can enhance communication effectiveness and benefit the overall success of you as a REALTOR ®

The primary objective is to foster collaboration between hearing and Deaf real estate agents. By working together, we can combine our unique strengths to better serve our clients and address their diverse needs. As an example, following the lead, collaborating, and using the resources of KW-Signs, an affinity group of Keller Williams, is a simple way to begin a path of collaboration and understanding.

2. Promoting Deaf-Friendly Communication:

Mastering Communication Through

BODY LANGUAGE

As a Deaf real estate agent, I strive to inform hearing agents and clients about my expertise and ability to work seamlessly with clients who are deaf or hard of hearing. Emphasizing the important benefits of clear communication with Deaf individuals through sign language, with interpreters when needed, can build trust and encourage more clients of all abilities to choose inclusive services.

Communication

By Sydney Smythe MARKETING AND COMMUNICATIONS ASSISTANT

Tools at Your Fingertips

24 26

Mastering Communication Through Body Language

Tapiwa Chikuku, a REALTOR® at Keller Williams Spectrum Properties, offers valuable tips on how to bridge the gap between hearing and Deaf agents, fostering collaboration and embracing diversity.

3. Catering to Deaf

By: Lee Nelson

Clients often ask questions about neighborhoods and schools when shopping for a home. Brokers and agents should take care when answering to avoid fair housing violations.

How to Handle Questions About School and Neighborhoods

When deciding on a property, many home buyers tend to be influenced by the neighborhood and the local school district. Questions about school districts and neighborhoods are often fielded by real estate professionals, and for good reason. The salesperson is often seen as the community expert.

Mastering communication is an essential skill for success as a REALTOR®. In the dynamic and competitive world of real estate, effective communication can make the difference between sealing a deal and missing out on a valuable opportunity. This issue of OC REALTOR® understands the pivotal role of emotional intelligence in communication, the significance of body language cues in mastering communication skills, and the importance of inclusivity and diversity in real estate, regardless of communication abilities. 08 28

When Ron Phipps, principal broker at Phipps Realty in Rhode Island and Massachusetts, meets with new clients and they start asking about schools or neighborhoods, he explains that he is their “source of sources,” meaning he can direct clients to a variety of sources that will give them more objective and reliable information so clients can make decisions for themselves about whether a particular school or neighborhood meets their desired criteria.

The California Regional Multiple Listing Service details some core products that help facilitate users' communications needs: REALTORS Property Resource® (RPR), The CRMLS App, and MLS-Touch.

Picture this: You are walking through your Open House when you see a woman and a man looking in the nearest bedroom. You can’t tell what they are saying but the woman is standing tall with one hand pointing to different sections of the room. As you start to walk towards them, you notice a big smile on their faces as the man opens his arms as if they are about to hug. Before you have even said a word to them, you are able to create an idea of what they are feeling. What was her body language telling you? What about his? Not only can we assume from her posture and facial expressions that she was happy, but we can also gather that they know and are comfortable with each other.

• Open Posture - Standing up straight and having relaxed shoulders shows that you are confident and engaged.

Answering these questions can be tricky, and agents should start by making sure they’re up to date in their REALTOR® Code of Ethics training and have a firm understanding of fair housing laws before providing answers. These two resources provide foundational directives for real estate professionals, which enables an agent to share information about schools in a way that best serves the client while adhering to regulations.

In 2014, the National Association of REALTORS® issued guidance about steering buyers and how answering questions about schools and neighborhoods can be tricky if REALTORS® are not up to date on REALTOR® code of ethics and fair housing laws.

To avoid inadvertently steering clients in one direction over another, real estate professionals can also offer resources—objective data from school board websites, for example. Doing so comports with a real estate professional’s obligations and positions them as a trusted resource to clients.

• Closed Posture - Being stiff, with arms or legs crossed can give off an unwelcome feeling or show disinterest.

Rather than give out opinion-based information about a neighborhood or school, real estate professionals can ask their clients to define what they want and then provide the client with the reliable resources to help them make their own decisions.

For example, if clients ask whether ABC Elementary School is a good school, the best response you can provide is to guide them to third-party information, such as the school district’s website, so the clients can learn more on their own and come to their own conclusion. You can also build relationships with local schools, so you know where to direct your clients' inquiries. The key is to give buyers the resources they need to make the decision for themselves. Let objective information, not subjective information, be the guide.

Online Magazine

On the Cover: Connecting the Dots

The cover design by Print and Marketing Specialist

Ivan Salmeron.

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Mission Statement

OFFICERS

2023 BOARD OF DIRECTORS

Eileen Oldroyd

Pam Pedego Vinil Ramchandran

Matt Cortez

Tony Faulkner

Michele Harrington

Len Herman

Kevin Kaltenbach

Paul LePage

Chip McAllister

Mary Rampone

Lacy Robertson

Lisa Schulz

Heidi Stoops

Lynne Suzanski

MAGAZINE STAFF

Breanna Reed Accounting Administrator breanna@ocrealtors.org

The mission of Orange County REALTORS® is to promote the REALTOR® Code of Ethics; to provide education, services, and resources to our members; and to advocate the protection of real property rights.

Notice to All Members

It is the long-established policy of this Association, California Association of REALTORS®, and the National Association of REALTORS® to adhere to both the letter and spirit of the federal and state antitrust laws. For their own protection, members should be aware of the antitrust laws as they affect their specific business activities. Any illegal activity under the state and federal antitrust laws is not in compliance with Association policy, nor is it in the interests of the Association or its members. Participation in Association activities must occur only in harmony with these very important laws. Federal law prohibits discrimination based on race, color, sex, religion, or national origin in connection with the sale or rental of residential real estate, in advertising the sale or rental of housing, in the financing of housing, and in the provision of real estate brokerage services. The OC REALTOR® editor reserves the right to review and edit all submissions. Orange County REALTORS® makes no warranties and assumes no responsibility for the accuracy of the information contained herein. The opinions expressed in articles are not necessarily the opinions of Orange County REALTORS®. Orange County REALTORS® does not necessarily endorse the companies, products, or services advertised in this magazine unless specifically stated.

Ivan Salmeron Print & Marketing Specialist ivan@ocrealtors.org

Sherri Butterfield Communications Specialist sherri@ocrealtors.org

OC REALTOR® (USPS 025-445, ISSN 1945-2179) Volume 14, Issue 5, is published by Orange County REALTORS®, 25552 La Paz Road, Laguna Hills, CA 92653. Periodicals postage paid at Laguna Beach, CA, and additional mailing offices. POSTMASTER: Send address changes to Orange County REALTORS®, 25552 La Paz Road, Laguna Hills, CA 92653-5127. Annual membership dues include $6.09 for a one-year (6 issues) subscription to OC REALTOR® magazine. OC REALTOR® cannot be responsible for unsolicited materials.

Publisher: Orange County REALTORS®

Printer: The Monaco Group

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L.U.V. Just One Another

Whether you are communicating with

By Scott White 2023 PRESIDENT, ORANGE COUNTY REALTORS®

The theme for this issue of OC REALTOR® is “Connecting the Dots: Mastering Communications.” On its pages, you will find articles about developing emotional intelligence, reading body language, and handling difficult questions or conversations. I’d like to discuss one form of communication that we don’t often consider in our professional settings: deeper, connected, interpersonal communications.

During my thirty-seven years of marriage, I’ve learned that my wife craves a deeper connection through our daily conversations. Unfortunately, I am a natural-born Avoider. This means that my tendency is to avoid conflicts or emotions in my conversations. My wife, on the other hand, is what is known as a Vacillator. In non-psychology speak, she craves the connection that comes from being completely heard and fully understood. This difference in communication style can lead to difficult discussions and result in disconnection.

I am reasonably certain that even we Avoiders want to be understood and heard by our spouses, partners, or significant others. But what if we could do the same with our friends, acquaintances, or business connections? Ah, now that would be a game-changer for our real estate careers. We are in the people business. We need to connect with people so that they feel understood, but how can we connect on that level?

Almost twenty years ago, my wife and I were looking to learn a better way to communicate with each other, so that we could talk with each other, not just at each other. While working with the author Milan Yerkovitch (when he and his wife, Kay, were writing their best seller How We Love: A Revolutionary Approach to Deeper Connections in Marriage), I developed an acronym that changed everything—not only with my wife but also with my family members, friends, clients, and associates. That acronym is L.U.V.

a client, a business partner, or your spouse, it is important to listen, understand, and validate what the other person is saying.

“ We are in the people business. We need to connect with people so that they feel understood.”

Photo by Marion Butterfield

L is for Listen

This is more than just hearing. It’s about actively listening and focused attention. Put your phone down and maintain eye contact. Don’t talk or think about your response while the speaker is talking. Whether it is during a recap of someone’s day, a funny story, or a big fight, just listen for as long as that person needs to talk.

U is for Understand

This one is not as straightforward as listening, but it is making sure that the speaker’s meaning, feelings, key points, and context are fully understood. I’ve found that the best way to do this is to ask questions and repeat back a paraphrased version of what you heard. Let the speaker confirm or clarify your understanding.

V is for Validate

This one can be as simple as saying, “I understand why you feel that way.” This statement does not necessarily mean that you agree with the other person, but it does validate what they are feeling and doing. The purpose of this step is to be empathetic and put yourself in their shoes. Don’t skip this step. It is important for the speaker to know that the listener “gets” what they are saying or understands their situation.

I will admit that I tend to slide back into old habits and forget to L.U.V. during conversations. My doing so always makes the conversations more difficult. On many occasions, my wife has reminded me that, if I had LUV’ed her, our disagreement would have lasted about thirty seconds and both of us would have walked away feeling connected and LUV’ed.

So, try to L.U.V. someone today. See if doing so changes the tone, level, and degree of connection in your communication and in your relationship.

“ Try to L.U.V. someone today. See if doing so changes the tone, level, and degree of connection in your communication and in your relationship.”

Illustrations by www.adobestock.com/ Nuthawut and Lucky Creative's

Local Government Relations South Hears California Housing Law Update

On July 10, the OC REALTORS® Local Government Relations South Committee had as its guest speaker Matt Gelfand, counsel for Californians for Homeownership, who provided a California Housing Law Update. Matt declared, “Californians need increased access to housing they can afford” and said that Californians for Homeownership is a C.A.R.–affiliated 501(c)(3) nonprofit organization that “supports efforts to create more affordable housing through legislation.”

Matt went on to explain that Californians for Homeownership does not provide legal advice, represent private individuals, or lobby. Instead, it investigates housing policy and educates homeowners and developers about their legal rights to develop housing. As one example, Matt mentioned that his organization had reviewed more than two hundred policies having to do with accessory dwelling units (ADUs) and had sent 140 letters which resulted in policy changes in more than one hundred cities.

As examples of recent changes in housing legislation, Matt mentioned Assembly Bill 2011, the Affordable Housing and High Road Jobs Act of 2022, and Senate Bill 6, the MiddleClass Housing Act of 2022. Intended to increase the housing stock by permitting residential development on sites currently zoned for commercial or retail uses, both bills were signed into law by Governor Gavin Newsom on September 29, 2022, and went into effect on July 1.

www.adobestock.com

Welcoming Matt Gelfand (center) to the July meeting of OC REALTORS® Local Government Relations South Committee are Committee Vice Chair Lisa Dunn and Committee Chair Jim Thor

During the meeting, Matt Gelfand, counsel for Californians for Homeownership, provided a California Housing Law Update.

Photos by Marion Butterfield

Illustrations by

/Sergey, nosyrevy, and grivina

In mid-July, OC REALTORS® Government Affairs Director Dirissy Doan was unanimously appointed to the 2023 Trauma Intervention Program (TIP) National Board of Directors. TIP is a nonprofit organization dedicated to ensuring that those who are emotionally traumatized in emergency situations receive the immediate assistance they need from specially trained and screened volunteers who are available 24 hours a day, 365 days a year. TIP volunteers are called by law enforcement and by fire and hospital personnel to assist victims, families, friends, witnesses, and bystanders by providing emotional support and practical resources.

Arcis Golf Acquires the Tijeras Creek

Arcis Golf, an owner and operator of nearly seventy golf facilities in the United States, recently acquired Tijeras Creek Golf Club in Rancho Santa Margarita. The company bought the Orange County golf course in a package deal for Pacific Life’s golf portfolio, which includes Grayhawk Golf Club in Scottsdale, Arizona, and Angel Park Golf Club in Las Vegas.

Designed by Ted Robinson, Tijeras Creek is the seventh course Arcis Golf has acquired in Southern California.

OC REALTORS® Government Affairs Director Dirissy Doan

Dirissy Doan Appointed to National Board

Golf Club

Former Irvine Councilman and Vice Mayor Anthony Kuo recently declared his candidacy to represent California State Senate District 37, which includes the cities of Anaheim Hills, Costa Mesa, Huntington Beach, Irvine, Laguna Beach, Laguna Woods, Lake Forest, Newport Beach, Orange, Tustin, and Villa Park.

Kuo, a Republican, said he is running because he believes leaders in Sacramento have taken California in the wrong direction. “Orange County is my home,” he asserts, “and we are at risk of losing what has made living here so great. We need to make it easier for Californians to live and work here, not harder. In Sacramento, I will fight to get inflation under control, to get more cops on the street, and to get the homeless into health facilities so they can get the care they need. And I will work to put more dollars into classrooms so that our children can get back on track.”

State Senator Janet Nguyen has announced that she is running to represent the First District on the Orange County Board of Supervisors. The First District includes the cities of Cypress, Fountain Valley, Garden Grove, Huntington Beach, Los Alamitos, La Palma, Seal Beach, Westminster, and the unincorporated communities of Midway City and Rossmoor.

Senator Nguyen and her family arrived in California in 1981 after fleeing Vietnam. A graduate of the University of California, Irvine, she has lived in the district for more than thirty years and currently resides in Huntington Beach. She served on the Garden Grove City Council from 2004 to 2007, represented the First District on the Orange County Board of Supervisors from 2007 to 2014, and was elected to the California State Senate in 2022.

Anthony Kuo Enters Race for State Senate Seat

Janet Nguyen Seeks Seat on OC Board of Supervisors

The Huntington Beach Marketing Meeting recently donated $2,652 to the Veterans Association of Real Estate Professionals (VAREP). VAREP will use this donation to teach active service men and women on base who are transitioning out about homeownership and to help veterans with accessibility issues in their homes.

Huntington Beach Marketing Meeting Contributes $2,652 to VAREP

Orange County Fire Authority Holds Cadet Academy 24 Graduation Ceremony

On July 15, the Orange County Fire Authority (OCFA) held a graduation ceremony for Cadet Academy 24 at the Regional Fire Operations and Training Center in Irvine. After listening to remarks by Academy Coordinator Danny Goodwin, OCFA

Fire Chief Brian Fennessy, and OCFA Battalion Chief Brett Buffington, the cadets eagerly donned their turnout gear and demonstrated their ability to respond efficiently and effectively to a variety of emergencies, including both a house fire and a car fire, while proud family members and friends watched in admiration. In closing, Academy Coordinator Dominic Vadala said, “For the first time ever, fifty-five cadets started the academy and fifty-five cadets finished. The future is bright, and you are the future of the fire service. Continue to work hard and make us proud.”

OCFA fire cadets listen to remarks delivered by Academy Coordinator Danny Goodwin

Now dressed for the job, cadets respond to several emergencies.

OCFA cadets demonstrate their ability to put out a structure fire.

OCFA cadets respond to a vehicle fire.

Photos by Marion Butterfield

San Juan Capistrano Chamber of Commerce Installs a New Board of Directors

Among the officers being installed at the 2023 Installation and Awards Dinner hosted by the San Juan Capistrano Chamber of commerce on July 20 at the Inn at the Mission were OC REALTORS® members Jake Anderson and Anthony Cosenza, who are new members of the Chamber’s board of directors. The San Juan Chamber of Commerce is celebrating one hundred years of service to business and the community.

International Association of Fire Chiefs Names OCFA Fire Chief Brian Fennessy Chief of the Year

The International Association of Fire Chiefs (IAFC), which represents members around the world, recently recognized Orange County Fire Authority (OCFA) Chief Brian Fennessy as Fire Chief of the Year. The IAFC Fire Chief of the Year award, which recognizes “leadership, innovation, professional development, integrity, public service, and contributions to the fire service,” was presented to Chief Fennessy at the IAFC’s Fire-Rescue International Conference in Kansas City, Missouri, on August 16.

In nominating Chief Fennessy for the award, Mark Niemeyer, fire chief of the Boise Fire Department, wrote, “For nearly fifty years, Chief Fennessy has been a constant advocate and change agent for the fire service” and specifically cited Fennessy’s successful efforts to launch an annual Girls Empowerment Camp, purchase two new Firehawk helicopters, and hire the first Diversity/Inclusion Coordinator, the first Behavioral Health and Wellness Coordinator, and the first Peer Support K-9 and Canine Peer Support Specialist in agency history.

Chief Fennessy responded, “While I am honored by this recognition, I accept it only on behalf of the OCFA firefighters and professional staff who collectively and collaboratively save lives, protect property, and inspire new generations of fire service professionals through their courage, commitment, and care.”

Founded in 1995, the Orange County Fire Authority provides fire and emergency medical services to nearly two million people in 23 cities and unincorporated areas covering 586 square miles from 78 strategically placed fire stations.

Attending the San Juan Capistrano Chamber of Commerce Installation and Awards Dinner on July 20 were (from left to right) Peter Genger, Tony Faulkner, Ron Pascual, Daniele Smith, Louis Comacho, Scott White, Brian Genovese, Anna Dickinson, Rita Tayenaka, Shirley Tenger, Mary Rampone, Karen Walsh, Orange County Supervisor Katrina Foley, Anthony Cosenza, Rick Cosenza, and Paula Cosenza

OCFA Fire Chief Brian Fennessy

In a special program titled “D.C. to District,” a congressional panel consisting of Rep. Young Kim (CA-40), OCTax Chief Executive Officer Sara Catalan, Rep. Lou Correa (CA-46), and Rep. Michelle Steel (CA-45) discussed a variety of topics, including financial literacy, wealth creation, interest rates, housing affordability, student debt, and homeland security.

OC REALTORS® Sponsors OCTax Panel Discussion

On August 18, Orange County REALTORS® was a major sponsor of the luncheon hosted by the Orange County Taxpayers Association (OCTax) at Andrei’s Conscious Cuisine in Irvine. The event was titled “D.C. to District” and featured a panel discussion among Rep. Lou Correa (CA-46), Rep. Young Kim (CA-40), and Rep. Michelle Steel (CA-45) moderated by OCTax Chief Executive Officer Sara Catalan. Panel members talked about financial literacy, wealth creation, interest rates, housing affordability, student debt, homeland security, and the increasing number of crimes being committed in Orange County by criminal gangs, and described the legislation they have authored and the other steps they are taking to address these issues.

Names in the News is intended to be primarily a place where REALTOR® and Affiliate members of Orange County REALTORS® can share both personal and professional news— about births (of children or grandchildren), graduations, weddings, anniversaries, accomplishments, awards, and other milestones—with one another. If you have news to share, email it to Orange County REALTORS® Writer and Editor Sherri Butterfield at Sherri@ocrealtors.org

Photos by Marion Butterfield

By Sabrina Blair

DIRECTOR OF COMMUNICATIONS AND PROGRAMS

Orange County REALTORS® hosted their sixth Leadership Academy class this year and it was facilitated by our 2020 Orange County REALTORS® President, Danielle Corliss, who also graduated from the inaugural Leadership Academy class in 2017. We kicked off our first session with an eye-opening presentation on emotional intelligence and then shifted to learning our leadership styles followed by our third session covering governance and parliamentary procedure. Our fourth session included a dynamic presentation on business development and presentation skills which teed up our Academy participants to practice the art of public speaking in May. We wrapped up this year’s class with an educational panel discussion with our Executive Committee and a “parade of the committees” where they learned about each of OCR’s 18 committees. This all culminated on July 25, 2023, where we gathered at Andrei’s Restaurant to celebrate our newest Orange County REALTORS® Leadership Academy graduates along with alumni from the past five Academy classes.

Congratulations to our 2023 Leadership Academy Graduates!

Chandy Andre Prestige Coastal Real Estate, Inc

Hiram Aviles Coldwell Banker Realty

Mary Ann Azzolina Compass

Vicki DeBoer VonKeith Properties

Erica Dose US Bank

Megan Ficke Navy Federal Credit Union

Jacquelyn Guardado RS Prime Properties

Anne Daisy Hoang Coldwell Banker Campbell Realtors

Rajat Jetley Movement Mortgage, LLC

Reem Kurdmisto National Pacific Lending

Kimberly Mazzo Mazzo Group CrossCountry Mortgage, LLC

Elizabeth Otok HomeSmart Evergreen Realty

Christopher Randolph National Property Inspections

Shaheen Rastegar Coldwell Banker Realty

Bianka Sturges Century 21 Affiliated

Shannon Swenson StarFire Real Estate Corp.

Bernadette Vaszily Compass

Karen Walsh Realty One Group West

Jeanette Wayland Coldwell Banker Realty

Photo by www.AdobeStock.com/ chokniti

If you are interested in learning more about the Leadership Academy or applying for our 2024 class, please visit www.ocrealtors.org/la. Deadline to apply for 2024 Leadership Academy is October 15.

Our 2023 Leadership Academy Graduates (pictured from left to right - back row): 2023 Leadership Academy Facilitators, Danielle Corliss, Bernadette Vaszily, Christopher Randolph, Rajat Jetley, Shannon Swenson, Megan Ficke, Erica Dose, Vicki DeBoer, Mary Ann Azzolina, Hiram Aviles Elizabeth Otok, 2023 President Scott White; (front row) Shaheen Rastegar Reem Kurdmisto Anne Daisy Hoang Karen Walsh, Bianka Sturges, Kimberly Mazzo, Jacquelyn Guardado, Chandy Andre, and Jeannette Wayland (not pictured).

Photo by Marion Butterfield

Photo by Marion Butterfield

Home Values

Despite the high mortgage rate environment that is eroding home affordability, home values in Orange County have been on the rise since bottoming in December.

By Steven Thomas REPORTSONHOUSING.COM

Plenty of housing naysayers have been calling for a severe market correction ever since home values skyrocketed higher after the initial COVID lockdowns from June 2020 through May 2022, two years of rapid appreciation. Then with mortgage rates climbing sharply from 3.25 percent in January of last year to 7.37 percent in October, the naysayers’ chorus grew much louder. Many anticipated a sharp decline in home values rivaling the Great Recession. They can get quite emotional about their position. It is understandable why experiencing a swift rise in home values reminiscent of 2000 through 2005 followed by the massive erosion in home affordability last year would cause some observers to conclude that prices would fall. And they did fall for seven months last year, but that changed after they bottomed out in December.

It is time to push the emotions aside and consider the facts, basic economic principles, and irrefutable data. According to the Freddie Mac Home Price Index, home values in the Los Angeles/Orange County region dropped by only 0.01 percent in March and April of 2020, during the initial COVID lockdown. Then they reversed course and rose consistently for the remainder of 2020. In 2021, home values rose by 2 percent or more monthly from March through June. Since the turn of the century, this level had been achieved only in April and May 2002, April and July 2003, from February through May 2004, March through May 2005, and March through May 2013— in only 15 of 243 months before the pandemic. It occurred again in March 2022, a total of five times in just two years (see Figure 1).

Steven Thomas has a degree in quantitative economics and decision sciences from the University of California, San Diego, and more than twenty years of experience in real estate. His bimonthly Orange County Housing Report is available by subscription and provides housing market analysis that is easy to understand and useful in setting the expectations of both buyers and sellers. His website is www.ReportsOnHousing.com

Illustrations by www.adobestock.com/ Oceloti and andrew_rybalko

Values peaked in May 2022 and then dropped from June through December. With rates rising rapidly and affordability reaching record lows, values fell by 1 percent or more in July, August, and November. Since the turn of the century, this level had been reached only from July 2007 through February 2009, twenty months straight.

In December, home values dropped by 7 percent from the May 2022 peak. As of June, year-over-year home values were up by 0.1 percent and only 0.7 percent off the record peak. At this point, the focus should be on the current monthly trend. Home values turned positive in January and have continued rising ever since. From December through June, home values rose by 7 percent. They are not increasing at the torrid pace of 2020 through the first several months of 2022, but the trend is up. Compared to pre-COVID years, it is rising at its fastest rate since 2013. Why are home prices not plunging with high mortgage rates and severe affordability issues? It all boils down to a catastrophically low supply of available homes.

Last year values dropped even though the inventory was at low levels. It rose from 1,100 homes in January until it peaked at the start of August at 4,069 homes, a 269 percent rise. Yet, the three-year average peak before COVID (2017 to 2019) was 6,958, an additional 2,889 homes. There were not many homes last year; nonetheless, values dropped as affordability continued to erode with rising rates. It was not a supply-and-demand issue but strictly a home affordability issue. Demand was substantially impacted, reaching lows last seen during the Great Recession. But back then, there was a glut of homes available to purchase, over four times 2022 levels. Weak demand was matched up against an overabundant supply. As a result, values plunged for nearly two years.

Figure 1. Freddie Mac House Price Index Month-over-Month for Los Angeles/Orange County With the exceptions of the initial COVID lockdown and the last half of 2022, home values in the region have not dropped substantially.

In April, the inventory bottomed out at 2,053 and

2022, there were 4,041 homes

out

The year 2023 started with 2,530 homes; only 2022 started with a lower number. In April, the inventory bottomed out at 2,053 and had added only 336 homes by the end of July, sitting at 2,389, its lowest end-of-July level since tracking began in 2004. Last year, there were 4,041 homes to close out July, 69 percent more or an extra 1,652 available homes. The threeyear average before COVID was 6,776, an additional 4,387 homes or 184 percent more, nearly triple. While demand remains at Great Recession levels, unlike last year, it is matched against a catastrophically low supply (see Figure 2).

Today’s lack of supply and stabilized higher mortgage rate environment have resulted in an extremely hot real estate market that favors sellers in the negotiation process. For all homes priced below $1.25 million, the market is nuts with an Expected Market Time (the number of days to sell all Orange County listings at the current buying pace) of fewer than forty days. Homes priced at or near their Fair Market Value are being inundated with buyer showings and receiving an avalanche of multiple offers within the first couple of weeks and often within a few days. They are selling at or above their asking prices. Upon writing an offer, buyers quickly find that they are one of many. Sometimes, there are more than ten offers on a home.

The inventory is about to hit its cyclical peak between July and August, not much time for the inventory to grow. After reaching a peak, the inventory will slowly and methodically decline through the end of the year. As a result, the pressure and trend for home values to rise monthly will continue. Orange County home values are on the rise.

Figure 2. Orange County Active Listing Inventory. The year 2023 started with 2,530 homes on the market.

had added only 336 homes by the end of July. For comparison, in

to close

July, 69 percent more than in 2023, or an extra 1,652 available homes.

By Michelle McCann MARKETING MANAGER

The real estate industry demands more than just the ability to sell properties; it necessitates an understanding of human emotions. As a REALTOR®, you are constantly interacting with clients who are often navigating significant life changes, such as buying their dream home or selling a cherished property. They could even be dealing with sensitive situations like divorce, job loss or death. In these emotionally charged environments, emotional intelligence (EI) plays a crucial role in effective communication and successful real estate transactions. By honing your EI, you can effectively connect with clients, manage conflicts, and build lasting, trusting relationships. Here are some key ways you should focus on to improve your EI:

Empathy:

The Foundation of Emotional Intelligence

Empathy is the cornerstone of emotional intelligence in most professional and personal settings, but it holds extra significance for REALTORS®. As a REALTOR®, you must be able to understand and resonate with your clients’ feelings, needs, and desires. Empathy involves placing yourself in your clients’ shoes to better grasp the emotional significance of buying or selling a property. Demonstrating empathy helps clients feel heard and supported throughout the often-stressful home buying and selling process.

Ways to show empathy are to recognize and validate your clients’ emotions. Acknowledge their concerns, excitement, and worries, and let them know that their feelings are normal. Be respectful and noncritical of decisions and use open-ended questions to show clients you care about their needs and concerns. Offer emotional support when needed and be a source of encouragement throughout the process.

Mary Long, VectorMine, and Ant Studio

Understanding Beyond Words

Beyond just hearing words, active listening involves paying attention to verbal and non-verbal cues. Listening carefully to the words a client is using means understanding the content of their message and processing the meaning behind the words. Non-verbal communication is equally important and includes our clients’ body language, facial expressions, gestures, and tone of voice. Being attuned to both verbal and non-verbal cues give you a deeper understanding of your clients’ thoughts, builds rapport, and shows you care about their perspective.

Emotional Regulation:

Keeping Cool Under Pressure

Emotional regulation is a vital component of emotional intelligence that will enable you to maintain composure in demanding and high-stress situations. By managing your own emotions effectively, you can prevent conflicts and make well-informed decisions. You can manage your emotions by being aware of specific triggers that tend to evoke strong emotions in you and being prepared to manage your reactions when they arise. If you find yourself getting overwhelmed, take a step back from the situation and reflect. Taking deep breaths, using positive self-talk, and knowing when to take a break are all useful techniques to regulate your emotions during challenging situations.

Social

Reading the Room and Body Language

Social awareness involves understanding not only your clients’ emotions but also the dynamics of negotiations and meetings with multiple parties with differing interests. Having a heightened social awareness can help navigate these situations skillfully, promoting group cooperation and ensuring successful deals. Some ways to steer group interactions are to recognize emotional cues such as frustration or hesitation and respond appropriately. It is also helpful to be conscious of your own body language and how it could be perceived. Project approachability and confidence through your postures and gestures. Matching or mirroring your clients’ body language, demeanor, and energy level can also create a more comfortable and relaxed atmosphere in a group dynamic.

Handling Strong Emotions:

When Clients are Disappointed or Rejected

Real estate deals don’t always go as planned, and clients may face disappointments or rejections with a wide range of emotional reactions. Emotional intelligence allows you to support your clients through these setbacks and identify new opportunities. Shifting the focus from disappointments to finding solutions or exploring alternative options are strategies that help you not get caught up in their emotions and instead concentrate on achieving their goals. Offer your clients clear and honest explanations for any negative outcomes and be transparent with any decisions. This helps clients better understand the situation logically and in a less emotionally charged way.

In real estate, empathy, active listening, emotional regulation, social awareness, and handling disappointments are core aspects that should be prioritized to increase emotional intelligence. By developing these skills, you can not only excel in your career but also leave a lasting impression on your clients.

BODY LANGUAGE

By Sydney Smythe MARKETING AND COMMUNICATIONS ASSISTANT

Picture this: You are walking through your Open House when you see a woman and a man looking in the nearest bedroom. You can’t tell what they are saying but the woman is standing tall with one hand pointing to different sections of the room. As you start to walk towards them, you notice a big smile on their faces as the man opens his arms as if they are about to hug. Before you have even said a word to them, you are able to create an idea of what they are feeling. What was her body language telling you? What about his? Not only can we assume from her posture and facial expressions that she was happy, but we can also gather that they know and are comfortable with each other.

Body language is a vital way that we communicate to those around us. We are constantly communicating our thoughts and emotions, often without us even realizing it. As a REALTOR®, being aware of your own body language as well as your clients will bring you one step closer to mastering your communication skills.

Different postures and body movements can give off different feelings. To help you better understand, we have compiled a list of different body language cues to look out for both in yourself and others.

• Open Posture - Standing up straight and having relaxed shoulders shows that you are confident and engaged.

• Closed Posture - Being stiff, with arms or legs crossed can give off an unwelcome feeling or show disinterest.

• Slouching - Being overly relaxed in posture in a professional setting portrays unprofessionalism.

• Eye Contact - Strong eye contact conveys an interest in the topic while also exuding confidence but be sure not to hold your gaze too long or it could have the opposite effect.

• Smiles – Can you tell the difference between a fake and an authentic smile? It’s crow’s feet! If someone is genuinely smiling, then you will see those tiny wrinkles at the sides of their eyes.

• Crossed Ankles – If someone sits or stands with their ankles crossed it conveys that they are uncomfortable or anxious. If they lock their ankles around the legs of a chair, then they feel extremely stressed. The only exception to this rule is if their ankles are crossed while their legs are stretched out in front of them – that is a relaxed posture.

• Handshakes – According to Carol Kinsey Goman, author of The Silent Language of Leaders and The Nonverbal Advantage,“ a good handshake begins by looking at the person in the eye, smiles in a positive and powerful way, and make sure your hand is right into the web of the other person’s hand. And when you end your handshake, don’t drop your gaze down.”

• Mirroring – Mirroring is the act of mimicking someone else’s movements and when done subtly it can express a desire to connect and help build rapport.

• Fidgeting – If someone fidgets a lot or checks the time or their phone, it can mean that someone is anxious or uninterested.

The next time you are in a social or professional environment, keep these body language cues in mind. Not only will you then be able to ensure that you are giving off the best representation of yourself, but you will be better able to evaluate how others are feeling and can react accordingly.

Sources:

https://www.scienceofpeople.com/body-language-examples/ https://www.nar.realtor/magazine/broker-news/network/what-does-your-body-language-tell-clients

Photos by www.AdobeStock.com/ Krakenimages.com, Seventyfour, BGStock72, Damir Khabirov, Novak and AGBK

Communication Tools at Your Fingertips

By CRMLS

If there's one thing known about real estate professionals, it’s that we love to talk. And through just about every part of our job, we do it a lot. Meeting and greeting clients, negotiating with other agents, talking our way through however many appraisers, approvals, and everyone else involved in a transaction — it's a near constant stream of discussion. So, to put it mildly, good communication is a must-have for the successful real estate professional. As your MLS and as an organization looking to constantly improve how our industry operates, CRMLS works hard to facilitate and encourage good communication between you and the rest of the real estate community.

Way back when, the MLS was basically a big book of listings, printed on paper for all to see and that was that. Action was solely on the shoulders of the motivated individual, and everything started with a phone call or face-to-face. Nowadays, with digital technologies constantly evolving, the modern MLS has (at least as we see it) a responsibility to provide its users with the tools necessary to navigate this brave, new, internet-flattened world. We also feel like we should offer guidance on how best to communicate, with clients and each other, and give our users the edge when it comes to seeing a deal through to close. After all the necessary communication in real estate, the best word in the world is "Sold!"

Right now, CRMLS offers some core products that help facilitate users' communications needs: REALTORS Property Resource® (RPR), The CRMLS App, and MLS-Touch.

RPR is a fantastic way to draft client reports full of useful data and analytics. Providing your clients with clear images of markets and trends is a great way not only to support any of your claims but also to encourage trust and open communication. For instance, helping to demystify real estate, even if just a little bit, to the firsttime buyer will help turn you from just an agent into your clients' trusted advisor. Guide your clients with easy-to-read information and help them make the informed choice.

The CRMLS App and MLS-Touch are there to help agents communicate on the go. These mobile apps help you organize your listings and MLS data while making it simple to facilitate the back-and-forth between your clients and other agents, with the CRMLS App designed specifically for our users to help facilitate their business when out in the field. Real estate, after all, involves a lot of information to juggle, so keeping everything easily at hand when you’re on the move is vital. That’s a fact for any busy agent bouncing between the office, open houses, and wherever else the job takes you.

But what are we doing to further help our users master modern communication practices? So glad you asked! CRMLS is happy to say we've begun working with Immobel, a leading digital toolmaker specializing in all things real estate. We haven’t talked much about this partnership publicly yet, but we’re absolutely thrilled to bring the news to you, and eventually bring the tools and capabilities to all our users. With Immobel, CRMLS will be able to provide two groundbreaking new products, each with unique communication enhancements: Xomio and MLS Match.

MLS Match is potentially an even bigger deal. We'll soon be launching this product as a special, CRMLS-specific referral network that will help you collaborate with more agents and find more potential deals than ever before. It's a simplified, organized way to ensure that referrals stay above board and all the agreed-upon fees are honored. With so many home buyers looking for crosscountry moves, networking with selling agents outside of your main coverage area can be difficult, and sometimes downright impossible. MLS Match gives you a reliable and seamless method to track down collaborators, go through a secure referral process, and culminate in a deal that, in the past, might have meant zero return on your efforts.

Xomio is a website builder that will make any real estate professional's site look as professional as they are. Easily drag and drop design elements, incorporate your preferred branding, and have your site dynamically translated into over a dozen languages. California is a global market — potential clients come looking for property in the Golden State from all over the world. Automatically translating all your site’s content broadens your client pool and really increases your footprint. Xomio helps tear down the language barrier in real estate communications, meaning more business in more markets.

We’ll share more details regarding when you can expect to start using MLS Match and Xomio, but we're very excited about Immobel's technology, and think our users will be, too.

With so many people to talk to, and with our markets only expanding, it's more important than ever to ensure our communication skills and resources are top notch. While we can't write your sales pitch for you, CRMLS wants to offer you every advantage we can to make things simpler for all that talking/writing/texting you do, day in and day out. Of course, one of the most important lessons in effective communication is to know when to stop talking, so we'll wrap this whole thing up. Thanks for reading and see you next issue!

Accessibility in the Real Estate Industry

In the real estate industry, fostering inclusivity and accessibility is essential for building a strong and cohesive community. The aim is to bridge the gap between hearing and Deaf real estate agents, fostering collaboration, promoting easy communication, and providing equal opportunities for all clients and agents, including those who are deaf or hard of hearing.

By Tapiwa Chikuku

REALTOR®

Keller Williams Spectrum Properties

1. Emphasizing Collaboration:

The primary objective is to foster collaboration between hearing and Deaf real estate agents. By working together, we can combine our unique strengths to better serve our clients and address their diverse needs. As an example, following the lead, collaborating, and using the resources of KW-Signs, an affinity group of Keller Williams, is a simple way to begin a path of collaboration and understanding.

2. Promoting Deaf-Friendly Communication:

As a Deaf real estate agent, I strive to inform hearing agents and clients about my expertise and ability to work seamlessly with clients who are deaf or hard of hearing. Emphasizing the important benefits of clear communication with Deaf individuals through sign language, with interpreters when needed, can build trust and encourage more clients of all abilities to choose inclusive services.

3. Catering to Deaf Clients’ Needs:

By referring Deaf clients to Deaf agents like me, hearing real estate agents can ensure that their clients receive specialized services tailored to their cultural and communication preferences, the same expectation that is applied to any other specialization. Sign language bridges the gap and eliminates barriers, mitigating the risk of miscommunication and potential liability issues. Agents can always provide outstanding services by becoming educated and always using the use of certified interpreters. Brokerages can offer classes which enhance understanding of Deaf and Hard of Hearing culture. As an example, KW-Signs offers a 3 class ASL-Accessible Business Certification for all real estate professionals focused on enhancing understanding of Deaf and Hard of Hearing culture.

4. Understanding Language Barriers:

Its crucial to recognize that not all deaf individuals have English as their first language. ASL is a complete and unique language with its own grammar, syntax, and cultural diversity as a spoken language. By acknowledging these facts, we can provide a more accommodating environment and explore alternative ways to communicate effectively with diverse clientele. Furthermore, with this understanding, hearing individuals can comprehend why Closed Captioning is not a proper accommodation for all types of hearing loss, for a person whose first language is ASL, reading closed captioning is like reading a foreign language. This accommodation is more appropriate for those with hearing loss or those whose first language was English- not ASL. ASL interpreters and sign communication is always the correct way to communicate with Deaf individuals. However, best practices should always include asking the client what their preferred method of communication is in order to provide outstanding service.

5. ADA Compliance:

To ensure accessibility at real estate events, companies are encouraged to comply with the American Disabilities Act (ADA). This means providing the right accommodations like interpreters for Deaf attendees, CART services, closed captioning, sound amplifiers, among others to facilitate seamless communication and create an inclusive atmosphere.

6. Creating opportunities for future Deaf agents:

All hearing communities, including all minorities, have real estate educated individuals who are perpetuating this knowledge. The Deaf community lacks the presence of these essential individuals. The language and cultural gap created by a lack of accommodations and resources has kept many Deaf individuals from becoming real estate experts who can educate their own community. The entire real estate industry needs to be mindful of creating opportunities and have the accommodations and resources that will provide the right environment to promote and grow Deaf agents who can pass this wealth building knowledge to their community in their language.

In conclusion, inclusivity and accessibility, paired with a genuine and proactive mindset of doing the right thing are at the forefront of our efforts to revolutionize the real estate industry. Brokerages have an opportunity to lead by example to build bridges between hearing and Deaf agents, and in doing so, we can create a nation that embraces diversity and caters to the unique needs of all clients. Together, we can work towards a future where every individual, regardless of their hearing ability, can fully participate in all areas of the real estate market with confidence and ease.

“Communication and collaboration lead to success”

By: Lee Nelson

Clients often ask questions about neighborhoods and schools when shopping for a home. Brokers and agents should take care when answering to avoid fair housing violations.

When deciding on a property, many home buyers tend to be influenced by the neighborhood and the local school district. Questions about school districts and neighborhoods are often fielded by real estate professionals, and for good reason. The salesperson is often seen as the community expert.

Answering these questions can be tricky, and agents should start by making sure they’re up to date in their REALTOR® Code of Ethics training and have a firm understanding of fair housing laws before providing answers. These two resources provide foundational directives for real estate professionals, which enables an agent to share information about schools in a way that best serves the client while adhering to regulations.

To avoid inadvertently steering clients in one direction over another, real estate professionals can also offer resources—objective data from school board websites, for example. Doing so comports with a real estate professional’s obligations and positions them as a trusted resource to clients.

When Ron Phipps, principal broker at Phipps Realty in Rhode Island and Massachusetts, meets with new clients and they start asking about schools or neighborhoods, he explains that he is their “source of sources,” meaning he can direct clients to a variety of sources that will give them more objective and reliable information so clients can make decisions for themselves about whether a particular school or neighborhood meets their desired criteria.

Rather than give out opinion-based information about a neighborhood or school, real estate professionals can ask their clients to define what they want and then provide the client with the reliable resources to help them make their own decisions.

For example, if clients ask whether ABC Elementary School is a good school, the best response you can provide is to guide them to third-party information, such as the school district’s website, so the clients can learn more on their own and come to their own conclusion. You can also build relationships with local schools, so you know where to direct your clients' inquiries. The key is to give buyers the resources they need to make the decision for themselves. Let objective information, not subjective information, be the guide.

Understanding the Legal Side

In 2014, the National Association of REALTORS® issued guidance about steering buyers.

Steering occurs when an agent directs a buyer toward or away from a neighborhood because of the buyer’s race, national origin, religion or other characteristic protected under the Fair Housing Act. One way such “directing” can occur is when an agent expresses his or her own positive or negative views about communities or schools, the purpose of which is to direct a buyer of a particular identity toward or away from a community. In that instance, the agent may be stating a housing preference based on race, national origin, or another protected characteristic, which violates the Fair Housing Act and the REALTOR® Code of Ethics.

In 2019, Newsday published a multiyear, multiplatform investigation which unveiled extensive racial steering by real estate agents in New York, who directed homebuyers to specific homes and locations based on their race. The exposé also reported that real estate professionals subjected buyers of color to more strenuous eligibility criteria than their white counterparts. Though the Newsday piece focused on one state, it opened up questions about the industry as a whole.

The reality is that most agents likely have good intentions behind answering client questions about neighborhoods and schools. Intentions, good or otherwise, matter little though when bias might be at play.

“Unfortunately, it’s very easy for a real estate professional to begin down a slippery slope of a potential Fair Housing violation when answering questions about schools or neighborhoods,” says Natalie Davis, at The Evolution Group powered by Keller Williams Downtown Denver LLC.

An expert in the Diversity, Equity and Inclusion (DEI) space, Davis co-facilitates a training called Bias Override alongside industry professionals like Phipps. During the three-hour training, attendees learn how implicit bias might inadvertently lead to fair housing violations.

Photos by www.AdobeStock.com/ goodluz and Seventyfour Illustrations by www.AdobeStock.com/ HeiscreativeStudio, veekicl, Good Studio, and Sylverarts

Being a Source of Sources

Schools have long been a difficult fair housing topic, says Alexia Smokler, Director of NAR’s Fair Housing Policy & Program in Washington, D.C. Questions about schools come up all the time, and even with buyers who don’t have kids since living within a specific district could affect resale.

“We never want to direct clients toward or away from certain school districts based on hearsay or impressions. Implicit biases about the demographics of the students in a school can affect our perception of what schools are good or bad,” she adds.

Many agents opt to point their clients to third-party sources, but many of these sources rate schools based on test scores alone, which presents its own set of issues.

“Test scores don’t measure the quality of the teaching in schools. They also don’t measure if the school has a program designed for your child. When you are a parent and are looking at schools, you want particular things such as special needs, sports, science or music programs. Test scores don't give any of that.”

This is why it’s important to “Have your clients get information about local schools directly from the source,” she says.

In addition to directing clients to the school district for information, agents can also use NAR’s RPR® (Realtors Property Resource®). RPR® uses a tool called Niche, which captures more information about schools than just test scores, she says.

Smokler also encourages agents to become knowledgeable by going to the district’s website and learning directly from the source about the various schools and their offerings. When talking to clients, it’s important to focus the conversation on what the school offers rather than whether it’s a “good” or “bad” school.

Then you can say “Smith Elementary has this music program, or this program for kids with special needs. That’s objective information. It’s not your opinion,” she explains.

Phipps says it’s valuable for clients to go visit the schools themselves. Real estate professionals can help ease these meetings, and doing so is a way to demonstrate value without providing an opinion.

“I call the superintendent’s office or one of the public affairs people to meet with the relocating family,” he says. “Our job is to direct them to resources so they can make a decision, but not to make that decision for them,” he adds.

Partnering to Provide Factual Information

Real estate professionals have a unique opportunity to provide clients with properly cultivated and objective information, which helps combat misinformation when it comes to school districts. One example is the Pasadena Schools Initiative in Pasadena, Calif.

In the 1970s, a federal court ordered the desegregation of the Pasadena, Calif., Unified School District, and “as a result, many white people pulled their children out of the public schools and sent them to private schools,” Smokler states.

Community consensus was that Pasadena schools were underfunded and performed poorly. Over time, though, the Pasadena school district had made major investments and grown to be top notch. Still, real estate professionals at the time passed outdated information about the district on to their clients, which informed the client’s decision on where to buy a home.

Frustrated with the negative perception of their district, the Pasadena Educational Foundation met with local real estate professionals, which led to the creation of the Pasadena Schools Initiative.

“The schools brought real estate professionals into the schools, made them principal for the day, and encouraged them to read to students and engage with the teachers,” Smokler says. “They even created a certification course so that they could get certified as experts in their local school district.”

The rather unique initiative provided the local real estate industry with an inside look at the school district. Rather than spreading misinformation based on a long-held but incorrect belief, professionals in the industry were now armed with concrete and factual information about the district.

Avoiding a Fair Housing Violation

Just like other agents, the question of “good” or “bad” schools and neighborhoods has come up in conversations between Davis and her clients.

“And I will more than likely be posed with these questions again in the future,” she says. “I think the easiest way a broker can assist their agents is to have equal service to the client by providing information that can be easily distributed with every client.”

To do this, brokers can create templates, inserts and printed information to be used with every client. That way, all clients receive the same information and agents have access to the tools they need to help their clients gather that information. A broker can create a physical “source of sources” like a flyer, that provides clients with the various information—school board websites, phone numbers, etc.,—they need to do their own research. When an agent is asked about a particular school or district, they can provide the flyer to their client.

“This ensures that the consumer is getting the exact same objective information from whomever they’re working with,” Davis states.

Check out NAR’s resources and publications about the Fair Housing Act. Here are a few tips to get you started:

Offer listings to your clients based solely on their objective criteria.

When a client uses ambiguous words like “nice,” “good,” or “safe,” ask unbiased questions to better understand what they are looking for. For example, you can ask about the physical characteristics they want in their next home. You can also ask about price range.

Only communicate objective information about neighborhoods and guide clients to third-party sources with neighborhood-specific information.

Learn to pay attention to and uncover your unconscious biases. Any time you direct a client to a home because you think it would be good for them, rather than directing them to it based on what they’ve asked for, unconscious bias and personal opinion might have entered the equation. Instead, make every effort to provide options based on the information they give you like, “we need a ranch house with one level and no steps” or “we want to avoid anything near the interstate because of the noise.”

Reprinted from REALTOR® Magazine by permission of the National Association of REALTORS®. Copyright 2023. All rights reserved.

When Davis facilitates the Bias Override training or gives talks on DEI, Davis emphasizes that everyone has some bias. It’s part of human nature. The way in which we view the outside world is shaped by several factors including where we grew up, our families, friends, workspaces, socioeconomic status and much more. It’s impossible not to filter the world through our own individual experiences.

In and of itself, this isn’t a bad thing. It’s perfectly natural. The key though, is to be aware of how our biases might shape the way we interact with others.

“If we know and understand that our biases then feed our understood stereotypes, we can then recognize how they impact our behavior,” she says.

Awareness and understanding can make the difference in how real estate professionals interact with clients. Davis hopes the result will be a real estate industry transformation. The goal, she says, is that the consumer receives equal and fair representation in the buying, selling and investing process.

REALTORS® Do More!

In early August, Orange County REALTORS® recognized and thanked more than 150 of its REALTOR® and Affiliate members for their excellence in volunteerism and inspiration to others.

By Sherri Butterfield WRITER AND EDITOR

Welcoming luncheon guests at the sign-in table were Orange County REALTORS® Member Services Representative Alondra Valdivia and Chief Administrative Officer Sandra Lopez

REALTORS® Sell Homes

Though seldom mentioned in descriptions of the American Dream, REALTORS® are essential to it. They are the matchmakers who bring together a house or condominium in need of occupants and a family in need of a home. They are the miracle workers who enable today’s buyers to realize their dream of home ownership. And they are the guardians who nurture that dream and keep it alive for future generations of Americans.

Seated at the head table were Young Professionals Network (YPN) Chair Christina Fu and event Co-Chairs Andrew Lin and Anthony Cosenza

Also seated at the head table were Anthony’s parents, Rick and Paula Cosenza. Paula served as president of Orange County REALTORS® in 2004.

Honoring 2023 Community Leaders

On August 3, Orange County REALTORS® held a Recognition Luncheon at the Mission Viejo County Club to honor more than 150 of its REALTOR® and Affiliate members as 2023 Community Leaders for their excellence in volunteerism and for being an inspiration to others. Co-chairing the event on behalf of the Young Professionals Network (YPN) were YPN Chair Christina Fu and YPN Co-Chairs Anthony Cosenza and Andrew Lin

Photos by Marion Butterfield

Illustrations by www.AdobeStock.com/ vladwel, Den photographer

Standing next to the OC REALTORS® Do More! poster and displaying the Certificates of Recognition that they received during the Community Leaders Luncheon on August 3 are (from left to right) Van Gordon, Laurie Johnson, and Ed Molina.

Recognized as a 2023 Volunteer of the Year was Lynn Clancy.

Also recognized as a 2023 Volunteer of the Year was Sherri Lex

2022 Volunteers of the Year

From the large group of active volunteers, two were chosen as 2023 Volunteers of the Year. YPN Co-Chair Anthony Cosenza introduced 2023 Volunteer of the Year, Lynn Clancy. Lynn, who claims to have been “the oldest Homeroom Mom in history,” says that her first volunteer role was with Women Against Rape. “We all have a little piece of brokenness in us,” she explained, “and that’s why we volunteer.”

YPN Co-Chair Andrew Lin introduced our other 2023 Volunteer of the Year, Sherri Lex, as someone who “has a heart for community.” He went on to explain that, on behalf of the Rancho Santa Margarita Food Pantry, Sherri has collected and distributed thousands of pounds of food. Responded Sherri, “I see a need and figure out how to fix it. People are grateful for food but even more grateful that someone cared.

But REALTORS® Do More Than Sell Real Estate

They volunteer time and give money to nonprofit organizations that are working to help individuals, strengthen families, improve neighborhoods, and build communities. Their generous donations of food and funds support efforts to feed the hungry and find a cure. Their ongoing involvement is an inspiration to all who become aware of their invaluable contributions and service.

Spinning the Wheel of Good Fortune

Before the event, nominees had been encouraged to submit the name of a charity that they regularly support. If the charities were bona fide 501c3 organizations, their names were painted on a Wheel of Good Fortune, which was spun five times at the end of the luncheon to randomly select five charities to receive checks for $500 each. The lucky winners and their chosen charities were Renae Alanis, VAREP Cares; Debra Dunne, Mutt Scouts; Joyce Endo, Girl’s Inc. Orange County; Joe

Photos by Marion Butterfield

Holding the checks they received in the amount of $500 made payable to the charity of their choice are (from left to right) Joe Juliani, Patriotic Service Dog Foundation; Regina Singh, American Cancer Society; Renae Alanis, VAREP Cares; Debra Dunne, Mutt Scouts; and Joyce Endo, Girl’s Inc. of Orange County.

Juliani, Patriotic Service Dog Foundation, and Regina Singh, American Cancer Society.

Kurosh Abascal

Matthew Aguiar

Bryan Ahn

Renae Alanis

Cynthia Alvarez

Chandy Andre

Mark Artesani

Hiram Aviles

Mary Ann Azzolina

Francine Bakst

Lori Berger

Nancy Bishay

Ed Bonilla

Craig Borner

Christine Bova

Ruth Bridge

Rob Briggs

Tom Briggs

Kevin Budde

Sherri Butterfield

Mary Jane Cambria

Arthur Camoia

Patty Carpenter

Melissa Chelius

Breanne Chilton-Eddy

Julie Chung

Lynn Clancy

Cheryl Coleman

Danielle Corliss

Anthony Cosenza

Paula Cosenza

Rick Cosenza

Stephen Cunningham

Kiasha Delaney

Barbara Delgleize

Olesya Drozdova

Debra Dunne

Lisa Dunn

Jim Dwyer

Brittany Eastwood

Joyce Endo

Bob Fox

Kathleen Fox

Dorinda Francois

Christina Fu

Brian Genovese

Suzanne Gignoux

Craig Gilbert

Anita Glasser

Rick Glasser

Gail Gonzalez

Van Gordon

Mike Grambow

Jacquelyn Guardado

Bob Hartman

Michael Hickman

Spencer Hoo

Samira Hurd

Jeffrey Jackson

Zeniff Jasso

Amy Jenicke

Christina Jenkins

Kathi Jesse

Rajat Jetley

Lata Jobanputra

Laurie Johnson

Lori Jones

Joe Juliani

Martha Karelius

Simone Kelly

Jeremy Lehman

Joey Leisz

Sherri Lex

Andrew Lin

Annie Lozada

Cindy Luckett

Mindy Luong

Kana Makino

Kathy Manes-Smith

Yami Martinez

Kathleen Masters

Tony Mazeika

Kimberly Mazzo

Gregg McElwee

Maureen McGrath

Amy McNeill Guzman

Andrea Meredith

Teri Miles

Jay Mills

Rana Mohiuddin

Ed Molina

Jeff Moon

Irene Muratore

Lorette Murphree

Charleen Nagata Newhouse

Lori Namazi

Tammy Newland-Shishido

Travis Nichols

Amy Nieto

Elizabeth Otok

Dawnette Palmore

Betsy Parker

Hamid Parsa

Ron Pascual

Ron Pascual Jr

Larry Paul

Pam Pedego

Ben Phaychanpheng

Joe Pierce

Sylvia Prata

Daniel Ramos-Aceves

Mary Rampone

Shaheen Rastegar

Tina Reese

Yazmin Reyes

Adam Rodell

Christine Rodell

Aaron Rosen

Jamie Saltman

Jeana Sander

Susan Saurastri

Flor Shakhsari

Regina Singh

Daniele Smith

Shaun Smith

Dan Stone

Heidi Stoops

Bianka Sturges

Lynne Suzanski

Leslie Swan

Rita Tayenaka

Harrison Taylor

Nancy Taylor

Russell Taylor

Shirley Tenger

Kyler Thomas

Steven Thomas

Kathy Thomson

Jim Thor

Jean Tietgen

Kurtis Traughber

James Tullio

Sue Turner

Katherine Vargas

Mary Visconte

Tina Vo

Jack Wallace

Belinda Wang

Kimberly Welch

John Wheaton

Scott White

Shawn Wood

Julie Wright

Eric Wu

David Yegenian

Lisa Yi

Anthony Zueck

Bryan Zuetel

Orange County REALTORS® honors the following members as 2023 Community Leaders for their excellence in volunteerism and inspiration to others.

AUG 18 at Doheny State Beach

The Bocce Ball Tournament team winner was Doheny Dawgz: Mike Bojorquez, Jason Bickley, Emil Canchola, and Ed Molina, and Justin Cosares (Ed Molina and Justin Cosares shared a spot on the 4 person team)

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