Duration
1 day
Location
In-house
Availability
Good
Suitable for: All What does this mean?
A one day workshop covering the science behind behavioural insight and nudge theory as well as an opportunity to put theory into practice.
Course objectives
At the end of the workshop, delegates will:
- Understand the concepts behind “nudge” theory and behavioural science
- Be able to separate the science from the myths of nudge
- Understand how they can influence positive behaviour
- Know their preferred negotiating style and how different styles influence outcomes
- Be able to apply nudge theory in practice as a solution-based negotiation strategy to boost collection and minimise debt
- Prepare effectively for discussing debt with customers
- Be confident in initiating and managing a discussion regarding debt, securing payment and ensuing efficient but supportive account management
- Understand different question types and apply effective questioning techniques
- Deal with payment objections assertively and guide customers through sensitive and challenging discussions
- Be able to deal with situations where customers present mental health issues.
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Key areas for action will be identified during the day
Although focused on rent collection and debt management, the skills and techniques learned have a host of practical applications in other negotiating contexts. If running this course in-house the course can be tailored to other service areas as required.
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Our trainer
Tony Newman is an independent project manager, consultant and trainer. He has over 40 years’ experience across a range of industries, in the private and public sectors, including extensive experience in social housing.
Tony’s work centres on helping clients to maximise income and improve services to customers, especially supporting the financial wellbeing and independence of vulnerable people.
Tony studied psychology and philosophy at the University of Stirling and maintains an interest in communication and behavioural science, which he incorporates into his work.
Tony designed Housing Quality Network’s income management and financial inclusion toolkits and leads on HQN’s unique accreditation service for income management. He has conducted many improvement projects and inspections and has a track record of supporting clients to improve performance in challenging environments.
Tony is a member of numerous professional and representative organisations. These include the Chartered Institute of Housing, Chartered Institute of Credit Management, the British Institute of Learning Disabilities, the Project Management Institute, the Housing Studies Association and the Financial Health Exchange.
Since 2011, Tony has been a visiting lecturer and tutor at the University of Salford and is an associate of the University’s Sustainable Housing and Urban Studies Unit.
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.