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.
Our online events are scheduled in the time zone in which they are held or hosted, and may vary depending on your location. Use our add to calendar option to check if a time difference applies and to adjust to your location.
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).
3-hour interactive Zoom workshop – join details provided upon registration
Participants need access to PC/Laptop with speakers, microphone and webcam
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.