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Save the dateDecember 6, 202312:30 - 15:30 GMT+11
Contact Person: Ahi Team
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

  • Identifying your difficult situations - why are they difficult?
  • The psychology of clients with complex needs
  • Separating the person from the problem - understanding not blaming
  • Getting your 1st impression right (face to face and on the phone)
  • How to project confidence, professionalism and approachability
  • Improving your active listening skills
  • Overcoming barriers to communication
  • Respecting the client and showing understanding
  • Understanding enquiries explicitly before answering them
  • How to give effective behavioural feedback
  • Creating motivation and buy-in with tenants and clients
  • Enforcing appropriate consequences - without making threats
  • How to say 'No' while maintaining the relationship

Dealing with Challenging Situations

  • Recognising the warning signs and red flags
  • Keeping yourself safe - what are the boundaries and what should you do?
  • Managing stress and pressure
  • Emotion vs. logic – why people don't listen
  • How to defuse the situation
  • Conflict Resolution – getting to a 'win-win' outcome
  • Negotiating the solution process
  • When to escalate - using a team approach 
  • Abusive or threatening clients – what to say and what not to say
  • The five different ways people react to conflict
  • Not taking conflict personally
  • Changing your thinking - Learning to let it go
  • What to do when people are on drugs or aggressive
  • Managing confused, upset or talkative clients

Who should attend:

This training is suitable for anyone in a client facing role (internal or external).

Delivery format

  • 3-hour interactive Zoom workshop – join details provided upon registration
  • Participants need access to PC/Laptop with speakers, microphone and webcam

  • Scott Henderson (CEO of BSI Learning Institute Pty Ltd)

    Scott Henderson

    CEO of BSI Learning Institute Pty Ltd

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.




Affiliate Member

Member Price A$270

All Other Members

Member Price A$216

Where applicable, GST will be applied