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Save the date
Save the dateNovember 2, 202113:00 - 16:30 GMT+11
Organizer
Organiser
Event Details
Event Details
Working in social housing you will come across people in difficult situations that can be a challenge to handle. It is easy to take it personally and react negatively. But this doesn't help the tenant, the client, or ourselves. Building understanding of people with complex needs and identifying the warning signs, can enable us to be better prepared. Having tools and structure will help to build your skills, which will in turn facilitate more positive outcomes to difficult situations.
Time zone
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Course Outline
Course Outline
What you'll learn:
Understanding Complex Behaviours
- The psychology of difficult behaviour
- Your client's expectations – how do you rate?
- The importance of setting explicit expectations and managing unrealistic expectations
- Getting the 1st impression right (face to face/on the phone)
- How to show initiative and be pro-active
- The importance of follow-up and keeping clients informed
- Why do clients demonstrate difficult behaviour? Who is most at risk?
- Overcoming barriers to communication
- Understanding enquiries explicitly before answering them
- What to do when people are on drugs or not making sense
- Giving clear information and explanations
- How to say 'No' while maintaining a positive relationship
- Appropriate assertiveness – giving feedback
Dealing with Challenging Situations
- Recognising the warning signs
- Managing stress and pressure
- Emotion vs. logic – why people don't listen
- Coping with over-sensitivity
- Conflict Resolution – getting to a 'win-win' outcome
- Negotiating the solution process
- Separating the person from the problem
- Abusive or threatening clients – what to say and what not to say
- Keeping yourself safe – what are the boundaries and what should you do?
- When to escalate – using a team approach
- Not taking conflict personally – learning to let it go
Who should attend:
This training is suitable for anyone in a client facing role (internal or external).
Delivery format
- 3.5-hour interactive Zoom workshop – join details provided upon registration
- Participants need access to their own PC/Laptop with speakers, microphone and webcam
Speakers
Speakers
Scott is a registered psychologist with a solid background as an educator. He has worked as a lecturer in psychology, behavioural science and research at the Universities of Sydney and Western Sydney. Lecturing for 6 years at both undergraduate and postgraduate levels, Scott specialised in the disciplines of health and social psychology. His expertise includes such areas as leadership, teams and group dynamics, communication and body language, persuasion techniques, stress, and workplace satisfaction.
Since 1999, his work in the corporate sector has spanned the spectrum from industrial psychologist to corporate trainer. In 2004 he became a certified Master Coach in Behavioural Coaching and continues to coach both individuals and teams at all levels within the companies with which he works.
Additional Information
Additional Information
CPD Points
Ahi Members are eligible to log 10 CPD points for attending this event.
CPD points can assist members to achieve Ahi Professional Certification status. Ahi Professional Certification is awarded to housing professionals who have demonstrated a commitment to the housing profession and continuing professional development.