Power negotiation for income teams
2012 promises to be a challenging year. Amid spending cuts and welfare benefit reform, social landlords face the triple challenge of maximising income, minimising arrears and sustaining tenancies.
With pressure on resources, housing providers need focused and effective people to bring the money in. That’s where this course comes in.
Delegates on this bite-size course will strengthen their negotiating and influencing skills and build their confidence by learning practical communication techniques that will boost collection and reduce arrears.
By the end of the workshop delegates will be able to:
- Understand the role of negotiation in arrears prevention and recovery
- Prepare effectively for negotiating with customers, colleagues and partner organisations
- Apply a powerful negotiating strategy that achieves results
- Understand and apply questioning techniques
- Guide customers through sensitive and difficult discussions
- Understand the role of effective negotiation in complying with pre-action protocols for possession action.
Who should attend?
This course is ideal for everyone involved in income management in a social housing context, including:
- Income and rent arrears managers and officers
- Contact centre staff who deal with arrears
- Housing, neighbourhood and estate management staff
- Homelessness prevention and housing advisers
- Support workers
- Money management and welfare benefit advisers.
Our trainer
Tony Newman has a wealth of practical housing experience, and is recognised across the sector as an expert in income management and financial inclusion. He has helped many organisations to improve performance and customer focus, and designed HQN’s income management toolkits and accreditation programme.
Our bite-size workshops are half-day events that provide a cost-effective way of gaining essential knowledge and skills.
HQN has a track record of helping organisations achieve real and lasting performance improvements. If you are interested in accessing this training package, please contact us by emailing training@hqnetwork.co.uk
