Influencing and negotiating for a win-win

As housing practitioners we often find ourselves negotiating with and attempting to positively influence others’ (customers, colleagues, partners, stakeholders) behaviours. Negotiation and influencing are essential skills critical for business and personal success. Yet these skills are often treated as 'assumed life skills' that will be picked up along the way.

Influencing and negotiating for a win-win

Influencing and negotiating for a win-win This workshop will provide delegates with a range of techniques that will result in more successful and collaborative negotiations. During the session you will explore behavioural insights and the application of Nudge Theory to influence outcomes in respect of a range of issues and situations including complaints, anti-social behaviour, lettings and allocations as well as estate management. The session will focus on customers but the same skills can be applied to other relationships.

The workshop will cover:

  • The difference between influencing and negotiating
  • The practical application of Nudge Theory to influence negotiations
  • Inventing options for mutual gain
  • The four-stage negotiation process
  • Listening and communication skills
  • Practical and relevant exercises involving everyday scenarios from the workplace
  • Key areas for self-development.

Who should attend?

Everyone wanting to improve their effectiveness when influencing and negotiating customers, colleagues and stakeholders.

Jo Leckie

Customer service Jo Leckie

Jo Leckie is an enthusiastic and motivational facilitator with a keen interest in behavioural insights. She utilises accelerated learning techniques to deliver lively, interactive and engaging workshops. She holds an Honours degree in Housing Studies from De Montfort University along with a Level 4 Certificate in Learning and Development.

Jo has worked in the social housing sector for over 25 years, holding senior management roles for some of the largest landlords in the UK and Australia. She is known for being passionate about customer service excellence, putting the customer at the heart of the service whilst delivering a commercial business model with a social purpose.

training track record

HQN has a track record of helping organisations achieve real and lasting performance improvements. If you are interested in accessing this training package, please contact us by emailing