From time to time many housing workers will find themselves mediating and negotiating with clients. Sometimes it will be between neighbours in dispute or trying to create plans to deal with anti-social behaviour or rent arrears.
People are more likely to stick to a plan that they came up with themselves as opposed to having one imposed on them by the housing worker. The key to this is advanced communication skills, similar to those used by counsellors or even experienced sales people.
This course helps staff to maximise their abilities to influence service users in ways that help rather than hinder processes.
Modules covered on this course:
- Understanding which buttons to press to motivate others
- Picking up how people process information and tailoring our communication to fit
- The problem/outcome re-frame language tool for turning complaints around
- How to talk another person’s language
- Creating action plans through questions.
- Using nonverbal communication skills to enhance influence of others
- Dealing with ‘Yes, but’.
Course Participants will develop their ability to influence customers in a partnership way, rather than having to devise solutions to housing problems that the client has to go along with. Staff will understand the ways that they currently influence others and have them an opportunity to try new more effective ways of working
Who should attend?
Anyone at all who wants to improve the way they interact with others in difficult situations in frontline services.
If you wish to book Ben for this course
Please use our standard booking form below. Note that >> terms and conditions apply.