Interviewing and advising skills
This in-house course focuses on the development of customer-facing skills to improve the ability and confidence of staff when interviewing and advising. The course is practical, punchy and participative.
This training event will give your staff the know-how and confidence to maximise the information they receive and the advice they give to customers.
What will they learn?
- The benefits of interview organisation, planning and preparation
- How to structure an interview to cover introduction, dialogue, diagnosis and summary
- Effective and sympathetic questioning
- Active listening using body language and non-verbal skills
- How to negotiate effectively to benefit all parties.
Who should attend?
All customer-facing staff including:
- Housing Officers
- Customer Services Officers
- Estate management staff
- Supported Housing Officers
- Welfare teams
- Homelessness and housing aid staff.
It will also benefit all frontline staff, such as customer services officers, by providing an overview of the type of legislation and case law related to these areas.
HQN has a track record of helping organisations achieve real and lasting performance improvements. If you are interested in accessing this fabulous training package, please contact David Ganz, Executive Director of Training and Development Services to discuss your specific needs on 07921 308823 or by emailing training@hqnetwork.co.uk
-
“The executive coaching has been a huge success and extremely beneficial for colleagues individually and the company in general”
Linda Minns, Tristar Homes Limited -
“The HQN training course I attended last week was by far the best training day I have been on in my two years in housing. Fantastic delivery and information, thank you”
Pam Bowley, Housing Officer, Trent and Dove Housing -
“I attended an HQN training course last week and it was the best training day I've ever been on”
Harriet Steventon, Craven District Council -
“I would like to record that I thought the module presented by the trainer yesterday was absolutely superb. It was a good interactive day made all the better by the trainer's people and body language skills. I note a number of yesterday's attendees are still discussing their experience at this course”
Bob Mitchell, Richmond upon Thames Churches Housing Trust -
“I really enjoyed the training event this week, the trainer was fab and a natural presenter/facilitator”
Berni O'Regan, Business Manager - Customer Services, Stevenage Homes Limited -
“I really enjoyed the training session and I must confess it’s the best I’ve been to in many years of employment”
Florence John, The Broadland Housing Group -
“I would like you to pass on my thanks to the trainer who provided the training for the three days. She was excellent; I have never received so much positive feedback following a training course”
Tracey Davidson, Call Centre Manager, Huntingdonshire District Council