Working with confidence at the frontline

Online

Who is it for and what is it about?

Developing a well-founded sense of resilience is a must for modern day business. In the housing sector this is becoming particularly pertinent with many of our frontline staff having to deal with and manage increasingly challenging conversations and situations.

This session is designed to provide a platform to allow frontline staff to explore both the challenges and possible solutions that will allow them to act and feel more confident, and with a greater sense of resilience, when dealing with such change and challenges.

Course Content

We will explore topics such as:

Resilience and why we need to have it – from an individual and organisational perspective?
Changes and Challenges – what are we facing?
How do our customers react – what | why | how?
Becoming more assertive in the workplace – to help deal with these challenges
Confidence and self-confidence – what do we mean by this and how do we develop these traits?
Having the right information available – to be able to assist our customers with confidence
The power and influence of our ‘self-talk’ – how we can channel this to best effect
Putting the learning in to practice – what will I do differently now?

Learning Outcomes

Understand the concept of resilience – from an individual and organisational viewpoint
Identify some of the challenges we face, on a day-to-day basis, and how best to ‘bounce back’
Recognise the need for assertive behaviours and how to recognise and develop these traits
Understand the need for ‘confidence’ and how to recognise and display confident behaviours
How to nurture a feeling of self-confidence – in self and others
The power of ‘self-talk’ and how we can channel this to promote both confidence and resilience
Create a personal strategy to nurture a feeling of resilience and confidence.

Course date: 12/02/26

Delivery: Remote delivery

Trainer: Heather Ballantine

Cost: Member £225 / Non-Member £375
Book your place HERE or email info@share.org.uk