duration

Duration
Half-day

duration

Location
Live virtual

duration

Availability
Sold out

Suitable for:       All What does this mean?

This is a highly interactive, half-day course for all staff who would like to improve their confidence when dealing with unacceptable behaviour from residents.

Staff are in regular contact with people who are experiencing significant personal, financial, emotional, medical, and mental health issues and are often faced with customers whose behaviour towards them, or other customers is unacceptable.

 

  • Read more

    This session will cover:

    Learning to cope and deal with unacceptable behaviour does not mean putting up with it. The overall goal is to respond to difficult situations effectively and safely.

    There is no “one size fits all” approach, but being prepared and dealing with it early to avoid it escalating, is crucial to successfully defusing the situation.

    Building up a virtual toolbox of responses and always trying different options will increase your confidence in handling unacceptable behaviour situations.

    The training is delivered through a series of interactive sessions.

    What will delegates learn?

    • Being aware of some of the causes of unacceptable behaviour
    • Understanding the stages of conflict
    • Having the right mindset to enable you to influence someone’s behaviour
    • Understanding how our brains work to effectively deal with unacceptable behaviour
    • Knowing the various tools needed to de-escalate conflict
    • Proactively finding ways of diffusing situations before they escalate
    • Knowing how our unconscious bias can affect relationships
    • Understanding how to respond rather than react.

    Who should attend?

    Any member of staff who deal with tenants face to face.

    Contact centre staff.

  • Our trainer

    Mark Barrow has worked in social housing for 22 years specialising in core areas including the delivery of ASB services; dealing with formal complaints and using communication skills to avoid conflict and build positive relationships with tenants and residents and across housing teams.

    Mark is also an experienced trainer delivering apprenticeship teaching and learning across social housing as well as delivering tailored leadership and management in housing and across other sectors. His training sessions are relaxed and informal, interactive and always aim to be fully inclusive and above all enjoyable for all. Mark has received excellent feedback from all levels of staff and management both online and face to face and always looks to tailor his sessions to the needs of those attending and to individual organisations.

  • Cancellations and substitutions

    If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email [email protected] Otherwise, a cancellation fee of £60 plus VAT will be chargeable. If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance. Cancellations must be made in writing, and will be acknowledged by HQN Limited.

  • Price and booking

    This event is fully booked. Please select an alternative date on the right hand side or contact us [email protected] for further information on the next available dates

    If you experience any issues when submitting your booking, please email [email protected] with the name and date of the session along with the delegate name(s), email address(es) and job title(s) and we'll process the booking for you.

Dates



03 December 2026
10:00am - 1:30pm
Book now

We can bring this course to you.
If you have five or more staff interested our in-house training offers great value for money.

Complete the form below and we'll be in touch.

We can bring this course to you.
If you have five or more staff interested for this course date, our in-house training offers great value for money. All you need to do is click the in-house tab and drop us a message.

 

Making a booking:
Step 1: Select the number of delegates you would like to book on this session
Step 2: Complete the delegate details
Step 3: Check the details, tick the consent box, and press the book now button
Step 4: Member and multi-ticket discounts will automatically be applied on the next page
Step 5: To use a coupon code please enter this at the top of the checkout page by clicking on the link
Step 6: Complete the booking details
Step 7: Confirm your booking.