Overview

This e-learning module is specifically designed for housing staff working in property maintenance, focusing on effective strategies for managing conflict and building personal resilience. You will explore the significant impact conflict can have on a business and learn practical skills to enhance your individual resilience. The course covers essential techniques for navigating challenging conversations, including understanding and avoiding unhelpful body language. You will also discover how to create positive rapport with customers, equipping you with the confidence and tools to effectively avoid conflict and improve professional interactions in your role.

Learning Objectives/Outcomes

• Demonstrate what body language to avoid during conversations
• Demonstrate the techniques to use to deal with challenging conversations
• Create a rapport when dealing with customers
• Avoid Conflict

Target Audience

Housing Maintenance Staff