Dealing with tenant and staff disputes using mediation techniques

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Who is it for and what is it about?

Disputes and complaints can happen in every association. These can be between tenants in neighbourhood disputes; between a tenant and the association or even between staff. Mediation can be a very effective tool in helping housing staff to bring these issues to a satisfactory conclusion, preventing escalation and helping staff to have more productive interactions. 

This course will give delegates useful skills and tools for dealing with and resolving conflict and an understanding of the mediation process and how to access it professional help if required.

Learning Outcomes

By the end of this workshop you will be able to:

⦁    Understand some of the causes of conflict and how it escalates
⦁    Understand the importance of moving discussions from Positions to Interests and Needs
⦁    Use Active Listening techniques
⦁    Use a variety of Questioning Techniques
⦁    Use WINA (when you do that, I feel, I need you to, can I ask you to) to express your/others needs in a non-threatening way
⦁    Use Problem Solving tools
⦁    Understand the benefits and process of Mediation
⦁    Know how to access mediation

Dates: 22nd October
Time: 9:30am –12:30pm
Trainer: May Millward
Costs: Share Members £110/Non-Member £250
To book a place please visit our website by clicking here