- Organisation, preparation and planning
- Interview format and structure
- Questioning techniques and listening skills
- Giving advice over the telephone
- Face-to-face client interviews
- Negotiating skills
- How to break bad (difficult) news
- Case recording and paperwork
- Issues related to equal opportunities and confidentiality
After attending this course delegates will be able to:
- Describe what an effective interview includes
- Name and describe the four elements of a structured interview and advice session
- Name and describe three crucial aspects for creating a safe environment
- Utilise a three-stage 'problem solving' model
- Use at least four different types of questions to get the best from interviews
- Use at least three different techniques for breaking bad news
- Use at least three techniques for overcoming objections
- Apply strategies, models and techniques through the use of case studies.
Anyone new to advising or interviewing clients, whether in housing or other areas generally.
This course does not cover the type of interviewing that relates to staff recruitment.
Meet the trainers: Tracy Maylath or Rob Hammond
For the last two decades, Tracy Maylath has been a trainer and facilitiator, joining Shelter in 2002. During this time she has delivered an extensive variety of courses to clients ranging from homeless people and vulnerable adults to managers and directors of private sector firms.
Building on this diverse pedigree, Tracy has also written and developed programmes in management skills and personal development for both the public and private sector.
With her grounding of knowledge in learning theory, Tracy utilises an array of innovative methods and state of the art techniques. She engages clients with her lighthearted approach, passion, in-depth knowledge and vast experience of her topics.
Rob Hammond has been a trainer for Shelter since 2006 and has experience of working with not for profit, Local Authority, and corporate staff at all levels up to director as well as service users for various charities.
Qualified in delivering leadership and management programmes, Rob is also trained in psychometric profiling and is licensed and accredited to use MiRo Behavioural Modes TM¬ and Strengthscope TM, both of which maximise individual and team potential.
Rob has an honours degree in Psychology and a PG Dip in Integrative Counselling. Also trained as a coach, he combines these approaches as a Personal Consultant and practices as an Integrative Coach-Therapist. He is registered as a member of the British Association for Counselling and Psychotherapy (BACP). Rob’s work has a strong emphasis on personal development and engagement and receives consistently high feedback from delegates.