Find a training course

In-house training
Courses delivered at a time and location to suit you for groups of six or more of your staff.

Public training
Attend a public course on a date that suits you in central Bristol, Birmingham, London, Manchester, Newcastle, Sheffield and York.

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Items 1 to 10 of 34 total

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  1. Aggressive and Difficult Behaviours

    • Location(s): London
    • Course Date(s): 26 Apr, 11 Jul, 10 Oct 2017
      • Duration: 1 day(s)
      • Level: Introductory

    Price starts at: £100.00

    A one-day workshop which equips participants with the skills and knowledge they need to avoid confrontational situations with difficult and aggressive clients and to use creative, effective strategies to calm a difficult and/or aggressive client when necessary.

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  2. Assertiveness Training: Increasing your Interpersonal Effectiveness

    • Location(s): [In-house]
      • Duration: 1 day(s)
      • Level: Introductory

    This course enables delegates to maximise their skills, knowledge and potential through assertive behaviour.

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  3. Better Support for Frontline Staff: a Training Needs Analysis Approach

    • Location(s): [In-house]
      • Duration: 1 day(s)
      • Level: Introductory

    The pace of change including demand for advice and funding cuts in the housing and homelessness sector is increasing and its even more important for organisations to understand the need for focused development and training programmes.

    This Training Needs Analysis workshop will provide you with tools and techniques to ensure you are delivering maximum benefit to staff and return-on-investment to your organisation. It will achieve this by introducing you to the different levels of TNA, the different techniques you can employ to identify specific learning needs and by highlighting a wide range of learning solutions that can address these needs.

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  4. Collaborative Working in Housing: Good Practice Workshop

    • Location(s): [In-house]
      • Duration: 1 day(s)
      • Level: Intermediate
      • CPD: 5

    This practical workshop will help delegates develop effective partnerships to reduce homelessness in their local areas and enable them to work actively with other partners to address local needs.

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  5. Complaints Handling

    • Location(s): [In-house]
      • Duration: 1 day(s)
      • Level: Introductory

    Customers don’t always complain out loud and this course starts by examining how it is beneficial for their organisations to encourage complaints. It then looks at the best ways of annoying customers, including phrases that are common in the world of customer service, in order that these be avoided. Client’s ‘7 basic needs’ are covered including quick and straightforward strategies for meeting those needs. But what happens when customers are being unreasonable? This courses also looks on how best to deal with this behaviour and not get ‘hooked’ into acting unreasonably in return by using statements and strategies to remain assertive and in control.

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  6. Counselling Skills for Non Counsellors

    • Location(s): [In-house]
      • Duration: 2 day(s)
      • Level: Introductory

    This course outlines a three-stage approach for using basic counselling skills with service users, as well as looking at boundaries for personal involvement and managing stress.

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  7. Customer Care (and Telephone Skills)

    • Location(s): [In-house]
      • Duration: 1 day(s)
      • Level: Intermediate

    Starting by looking at the most common things that annoy people when they are experiencing poor customer service, delegates then examine the 7 basic needs of clients so that they can implement quick and straightforward strategies in order to meet those needs. From building rapport to structuring a conversation in order to reach a satisfactory outcome for the customer, this course also examines common ways that staff working in customer care can get ‘hooked’ by a challenging customer. Methods of avoiding those hooks will be examined as well as strategies for telling customers what they don’t want to hear. Also, where needed, strategies for dealing with customers on the telephone.

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  8. Developing your Advising and Interviewing Skills

    • Location(s): [In-house]
      • Duration: 1 day(s)
      • Level: Introductory

    What makes for an effective advice and interview session and how best to achieve that? This course offers a structure for interviewing clients and an outline for moving from acknowledging the client’s feelings to dealing with the client’s issue in order to build rapport, stay focused and get the best out of the interview. It also offers best practice in listening to clients as well as addressing their 4 key needs. The second half of the course focuses on Motivational Interviewing techniques in order to empower the client to take action as well as to overcome and not reinforce any resistance they may have. It offers strategies for eliciting change talk from the client as well as ways of giving bad news.

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  9. Digital Housing Advice and Support: a way forward: GOOD PRACTICE WORKSHOP

    • Location(s): [In-house]
      • Duration: 1 day(s)
      • Level: Intermediate
      • CPD: 5

    Based on Shelter's 2015 channel shift research 'Down the line: the future role of digital housing advice and support', this workshop session provides delegates with an opportunity to explore ways to improve access to housing advice, discover what other authorities and advice agencies are doing, what works well and what people who are experiencing housing issues expect.

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  10. Effective Casework Management

    • Location(s): [In-house]
      • Duration: 1 day(s)
      • Level: Introductory

    This course equips delegates with the key planning and organisational skills to manage their caseload effectively. Participants will be enabled to set targets, identify deadlines and overcome the difficulties associated with long-term casework. Delegates will explore the issues around shared work on case files, the importance of note taking and the effective closure of cases. 

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In-house training
Courses delivered at a time and location to suit you for groups of six or more of your staff.

Public training
Attend a public course on a date that suits you in central Bristol, Birmingham, London, Manchester, Newcastle, Sheffield and York.

Set Descending Direction

Items 1 to 10 of 34 total

Page:
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