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.

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.