Managing workplace Conflict within Local Authorities and the Housing Sector

Local Authority and Housing professionals face unique challenges from service users, their families and others.

Front facing staff particularly are likely to have to manage situations with upset, emotional, confused, and angry service users. The reasons for this are many but first and foremost obviously include managing unrealistic expectations. Then there are the issues that arise through enforcement of tenancy agreements and regulations around houses of multiple occupancy. Some colleagues spend time trying to resolve neighbour, landlord and community issues, Housing sector conflict through rent arrears, financial issues etc.

Local Authority staff additionally face particular challenges in carrying out day to day functions. There are many examples including; recycling, licensing, planning, planning enforcement, council tax revenue and benefits. These are just some myriad occasions where workplace conflict is common.

Furthermore, many colleagues work with service users and others who are vulnerable, are living with substance and alcohol abuse, mental health issues, dementia or learning disabilities.

Many staff are community based and lone workers. They experience added issues with limited access to immediate support should they need it.

We individually tailor our training solutions to the needs of the Local Authority or Housing Sector organisation and staff needs.  However; our training solutions typically include:

• Recognising conflict risks and understanding responsibilities
• A good understanding of human behaviour
• Understanding the causes of escalation and what to do about them
• Using effective communication strategies
• Introducing positive approaches and behaviours
• Adopting de-escalation strategies
• Developing assertiveness and self awareness
• Managing challenging and disruptive behaviour
• Post incident considerations, personal and organisational learning

We offer a variety of training solutions and also, elective modules. Elements include, local authority conflict awareness, and conflict management, lone working, personal safety training solutions. Additionally we offer similar but uniquely tailored training solutions to the housing sector. So, you choose the course, and the elements that suit your needs.

The blended learning training option is very popular with employers, because this combines a short elearning course, with a shortened practical classroom workshop in conflict management and personal safety. This therefore reduces staff abstraction from the workplace and is consequently more easily managed by some clients. Likewise, if staff are to be trained in physical skills, such as assault avoidance and disengagement or guiding skills this can be accommodated using blended learning quite easily.