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January 2021

High Performing Teams

20 January @ 9:30 am - 3:00 pm
$300 – $320 12 tickets left

Teams are made up of individuals with different personalities, attitudes, skills and ambitions. Successful teamwork begins with having a common vision, goals and objectives. This workshop will give participants the knowledge and skills required to work effectively with their teams, nurturing talent, driving success and ensuring they are better able to meet organisational challenges and goals. The workshop will address: The factors that determine a high performing team Stages of team development Team roles Exploring your leadership style Adapting your…

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Having money conversations with tenants

28 January @ 9:30 am - 12:30 pm
$250 – $270 12 tickets left

Talking about money with tenants is a skill.   According to research, 50% of adults believe that sharing personal money matters is taboo.  When you factor that statistic into the landlord/tenant relationship, it is easy to see why it can be so difficult to encourage tenants to be honest about their finances. Feeling confident to have those difficult money conversations is an essential component of your work as housing practitioners.  The ability to talk about money will enable you to work…

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Rent Setting in Community Housing

29 January @ 10:00 am - 1:00 pm
$250 – $270 12 tickets left

Rent setting in community housing can be a complicated matter because of the variety of programs and funding sources and the need for rent levels to meet the requirements of DHHS, the Housing Registrar, the Residential Tenancies Act and the Australian Taxation Office. This is further complicated by the need for rents to include Commonwealth Rent Assistance at a level where the tenant’s rental expenses emulate those in public housing. Further complexity arises when there are additional property costs for…

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February 2021

Introduction to change management

2 February @ 9:30 am - 12:30 pm
$230 – $250 13 tickets left

Overview The pace of today’s world moves ever so quickly. To survive and thrive the organisations who succeed are those who best adapt to our changing landscape. An understanding of the change management process and how this sits with project management is essential for every Manager and project implementer to know. What is in this workshop? What is change Management and why? Change and the Individual Change Management on Projects Change Management for Organisations The benefits of Change Management The…

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Managing Neighbour Nuisance Complaints

3 February @ 9:30 am - 12:30 pm
$250 – $270 14 tickets left

Neighbour nuisance can seriously damage the quality of life of vulnerable people through the fear of crime and the long-term effects of victimisation.  Quick and effective intervention in neighbour nuisance cases can stop problems from escalating, improve relations between landlord and tenants and help safeguard a landlord’s reputation. The ability to successfully address neighbour nuisance complaints requires an awareness of what constitutes neighbour nuisance, how different forms of neighbour nuisance are defined and the impact that neighbour nuisance can have…

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Handle with Care ™ Staff Safety and Defusing Situations where Individuals may be Aggressive

9 February @ 9:30 am - 12:30 pm
$250 – $270 13 tickets left

This training is for anyone who may have to deal with situations where individuals are angry and/or aggressive. Participants will learn simple, practical strategies to help keep themselves safe at work as well as develop their skills in defusing difficult situations. The course will cover: Minimising risk Legal Issues Guidelines for Managing Difficult Behaviour Responding to Individuals According to their Different Anger Triggers Communication Skills and Strategies for Defusing Situations where Individuals may be Aggressive Facilitator The training will be…

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Complaints Management in Community Housing

9 February @ 9:30 am - 12:30 pm
$250 – $270 14 tickets left

Complaints received by an organisation about the service they provide can be confronting and challenging. However, complaints also provide a valuable opportunity for organisations and workers to identify issues and improve service quality. Designed in consultation with the Victorian Housing Registrar, this session will give housing and tenancy workers the skills required to respond to complainants and resolve complaints successfully, from the perspective of the complainant as well as the organisation. The course will cover: Effective complaints management processes Receiving,…

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The Incidental Counsellor Course

10 February @ 10:30 am - 3:30 pm
$300 – $320 11 tickets left

Are you in a front-line role, interacting with clients?  Do clients, work colleagues or family members sometimes start talking to you as if you were a counsellor, but you are not employed in a counselling role?  What should you do?  How should you respond?  What is an appropriate and helpful way for you to deal with that situation? In this highly interactive one-day course, you will learn to Define the role of Incidental Counsellor Identify a range of basic counselling…

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Hoarding and Living in Squalor (via Zoom)

11 February @ 9:30 am - 1:00 pm
$250 – $270 13 tickets left

Since the publication of DSM5® Hoarding Disorder has been classified as a diagnosable mental illness.  In some cases it can lead to situations where a person is living in squalor.  This behaviour causes problems that are of concern to wide range of organisations and services including housing services, community health agencies, environmental health agencies, the fire service, police, animal protection agencies and more. This course is designed to raise awareness of hoarding and squalor, and provide some practical guidance on…

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Tenants and Neighbours – How to get along

22 February @ 1:00 pm - 4:00 pm
$230 – $250 11 tickets left

Is your tenants’ behaviour disturbing or inconveniencing their neighbours? Is the stress of the situation causing high staff turnover for your organisation?  What on earth can you do? This training program, created by Goodhardt Consulting, tackles this scenario by looking at: the nature of conflict and the perspective of each side how conflict escalates, and what can prevent this listening skills and techniques and knowing when to use them questioning techniques to probe for underlying interests techniques for turning conflict…

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An introduction to customer journey mapping

25 February @ 9:30 am - 12:30 pm
$270 – $300 12 tickets left

Have you ever wondered what it’s like to be one of your customers or service users? Customer journey mapping helps organisations to see their business from a customer perspective – to understand the experience of the customer, how it feels for them, what works well for them and what frustrates them. In a housing setting, journey mapping is a powerful tool. It allows you to reshape your services and how you interact with customers helping to improve satisfaction, performance, engagement…

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Clear Business Writing

25 February @ 9:30 am - 12:30 pm
$230 – $250 14 tickets left

More than ever we rely on the written word to communicate with stakeholders and customers.  Emails, texts, letters, websites, Facebook, LinkedIn and Twitter, which gives us only 140 characters to make our point. Today, the most effective business messages are clear, concise and easy to understand. This three-hour workshop session will help you craft clear, concise and positive written communications.  You will learn simple methods to help structure emails, letters, reports, and tweets; understand the benefits of plain English and…

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March 2021

An Introduction to Project Management

2 March @ 10:00 am - 12:30 pm
$250 – $270 14 tickets left

Overview We often have great ideas that we want to bring into the organisation that will change the way it operates or the services it provides. We bring about these changes to business as usual through projects. In order for a project to be successful it needs to be managed. This course will provide an overview on project management. What is in this workshop? What is Project Management and why? A Project Management Structure Project Management Elements Business Case Organisation…

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Preventing Debt and Recovering Arrears

3 March @ 9:30 am - 12:30 pm
$230 – $250 15 tickets left

As a front line member of staff attempting to collect rent and recover rent arrears, this practical workshop will give you the tools to manage your rent accounts effectively and consider ways in which you can encourage your tenants to pay their rent. Delegates will consider new and innovative ways of preventing rent debt and recovering arrears, alongside best practice from both within and outside the sector to avoid tenants from stepping on the downward escalator towards homelessness. The workshop…

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Influencing and Negotiating for a Win-Win

10 March @ 9:30 am - 1:00 pm
$250 – $270 14 tickets left

As housing practitioners, we often find ourselves negotiating with and attempting to positively influence our customer’s behaviours. Negotiation and influencing are essential skills critical for business and personal success. Yet these skills are often treated as 'assumed life skills' that will be picked up along the way. This workshop will provide you with a range of techniques that will result in more successful and collaborative negotiations. During the session you will explore behavioural insights and the application of Nudge Theory…

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Crafting Effective Records and File Notes

17 March @ 9:30 am - 12:30 pm
$250 – $270 14 tickets left

Recording case notes can feel like an unnecessary layer of bureaucracy that takes time away from seeing other service users. Keeping accurate, up-to-date records is a key task.  Quite simply, it matters to the people who use our services that we make good records. This workshop will explore The reasons we need to keep file notes and records The different types of records we keep Common mistakes when keeping file notes and records and how to avoid them How to…

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Customer Service – Making a Difference

24 March @ 9:30 am - 2:30 pm
$250 – $270 14 tickets left

Social housing is a sector where our main customers (our tenants)  can’t always choose their provider and success is not always measured in profits,  However , our customers’ expectations are rising.  Providing excellent customer service is vital to the reputation and overall success of every organisation and the people that work there. This workshop provides delegates with ideas and tools , based on their own job role, that can easily be taken back to the workplace and implemented  immediately,  to…

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Community Housing Aboriginal Cultural Safety Framework

25 March @ 9:30 am - 12:30 pm
$270 15 tickets left

Cultural Awareness Training Recently Ministers Wynne and Williams launched the Framework in a virtual member’s meeting where a number of CHO CEOs committed their organisations to work towards having a culturally safe service and workplace. You can view the videos of the CEOs committing to the framework, an Aboriginal tenant and Aboriginal employee talking about the impact of dealing with a culturally-safe organisation, and report consultant Jenny Samms talking about the next steps on our website. Have Your Staff Undertaken…

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