Duration:                            Full Day 

Delivery Method:               Virtual OR Face to Face

Who is this course for?   Local Authority Officers, Social Housing Providers, Landlords and Other Housing Professionals   

Course Content:

Conflict in the workplace can arise in many ways; from interpersonal conflict between staff, to managing client expectations. Being able to identify an escalating situation and then negotiate a resolution is an essential skill for housing professionals. This session will explore different techniques in mediating conflict in the housing sector

Learning Outcomes:

•      Understand the terms mediation, negotiation and conflict management and how they apply in frontline housing

•      Understand the importance of core values when dealing with conflict

•      Explore communication strategies that can be used to diffuse a situation:

1.      The power of listening skills

2.      The calibrated questions – how to say No without saying No.

3.      Recognise communication mishaps

4.      Tone says it all

•      Explore our own triggers and understand when someone else has been triggered and how these impact on negotiations

•      Understand the human need to reciprocate and how this can impact mediations

•      Understand the 7 steps of negotiation;

1.      Mindset

2.      Communication

3.      Connection

4.      The ‘F’ Bomb

5.      Anchors

6.      Understand it’s a Team Sport – the importance of consensus

7.      Gain commitment

•      Compare these 7 steps to the Harvard 7 elements of negotiation

•      Apply these strategies to real conflict situations

•      How to understand and manage Anger – smoke and mirrors for other emotions

•      How to overcome and challenge fixed beliefs in ourselves and in others

• Explore ways to manage empathy fatigue 

Certification:    Attendance and knowledge check

Pricing:  Enquire for details - Closed Cohorts Only

Next Face to Face Course Dates:  Now taking bookings for 2026

Next Online Course Dates:  Now taking bookings for 2026
Click Here to enquire and register your interest

Booking Enquiries:  dashtraining@derby.gov.uk

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