Price: £175 +VAT
This is a one-day workshop for colleagues in Northern Ireland to refresh participants’ focus on successful strategies for combatting confrontation and challenging behaviour.
It provides an overview of the key skills and attributes for managing situations on the phone, in the office (including remote working), and in customers’ homes. It will enable colleagues to refresh existing skills, reframe strengths to diffuse confrontation and aggression and learn new skills.
What will I learn?
- A better appreciation of creating successful environments to minimise confrontation
- Early recognition of a pending confrontation
- Build on delegate skills to interact, liaise and negotiate effectively with customers
- Appropriate exit plans.
Course content
- Context setting – reminder of the issues being faced by customer services and on the front line
- Taking stock – where our strengths are and the areas that we need to pay attention to in respect of existing protocols
- Competences, behaviours and the ABC of customer facing skills – building environments and behaviours to minimise confrontation
- When it happens – dealing with challenging behaviours, staying resilient and exit plans
- Ground rules, behaviours and competences – taking ideas from elsewhere and building on organisational protocols
- Building on my personal strengths and workshop takeaways – emotional intelligence, personal and team support
Barry is a former housing chief executive, head of housing in local government and chair of a housing association. He established his own consultancy in 2004 and has designed and delivered many learning and development programmes on leadership, management, governance, customer service and environmental responsibility in the housing sector.
In both his corporate life and his consultancy work, Barry has thrived on being at the forefront of change. He helped pioneer new models of customer engagement in local government, facilitated the introduction of localised services and brought forward award-winning socially and environmentally responsible housing developments. He is a Fellow at Chartered Institute of Housing and has a post graduate Diploma in Urban Planning. He co-authored four good practice guides on environmental sustainability in the sector and has led national awareness training programmes for the regulator. He brings a strong customer and tenant perspective from his work as an independent tenant adviser. Barry’s most recent work includes middle management development and resilience programmes for Hull City Council, as well as the Customer Service Excellence Programme for over 300 colleagues at Solihull Community Housing. He has also worked alongside South Liverpool Homes during the period that they won the Sunday Times Top 100 Charity award four years in a row.
Barry creates the space for his delegates to refresh, refuel and gain new insights to meet the demanding challenges that we face as the new norm in the sector and beyond.
How to book your place
You can book your place by selecting 'Pay now' at the top of this page and completing our online application form. You will need to sign in or create a 'My CIH' account. You can find instructions below.
Before booking, please ensure you have your payment details to hand, and a PO number if your organisation is paying for your training.
To apply for this training course you will need to register for a My CIH account.
To create your account, visit My CIH page and click the 'Sign up now' link to follow the steps to create your account. You can read our step-by-step guide to creating an account.
If you already have a My CIH account, just follow the sign in by entering your email address and password as usual.
Are you having trouble logging in or creating your account? Please read our step-by-step guide or call our membership services team on 024 7685 1700 or email membership.services@cih.org.
