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"The Welfare Reforms workshop is extremely beneficial for staff, tenants and board members in ensuring organisations can pro-actively prepare to minimise the negative financial impact of these major reforms, on future income received from Housing Benefit and on arrears. "

Maria Murphy,
CEX, Derby Homes

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Managing difficult conversations - Practical solutions for managers and staff looking to increase their confidence when handling difficult conversations

With Welfare Benefit reform and budget cuts across the sector, staff are under more and more pressure and having to step in where, in the past, other agencies would have taken the lead.

Are your staff struggling having difficult conversations with challenging customers?

Handling the difficult conversation requires skill and empathy, but ultimately, it requires the confidence and knowledge to deal with issues politely and assertively.  This course will enable your staff to take their conversational skills to the next level.

Equally there are times when we need to have difficult conversations with our staff and colleagues. This course will give your staff the skills and confidence to do that.

This bespoke training presents practical solutions for managers and staff looking to increase their confidence.


People who will benefit greatly from attending this course:

  •         All staff who are involved in line management
  •         All staff who talk to customers either face to face or by telephone. Staff trained so far include :-
  •         Income staff
  •         Contact centre staff
  •         Maintenance staff
  •         Surveyors
  •         Gas service engineers
  •         Neighbourhood staff
  •         Receptionists


What will they learn:

  •         When is the right moment for a difficult conversation
  •         How to avoid putting the conversation off
  •         Creating the right environment
  •         Getting prepared
  •         How to communicate
  •         Agreeing a way forward
  •         How to monitor the member of staff moving forward
  •         How to ensure that the relationship is not damaged moving forward
  •         How to retain the respect of customers after a difficult conversation.


If you are interested in accessing this training package please contact Claire Turner Director of the Landlord Information Network, to discuss bespoke training on T: 01246 413791 or E:






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LIN trainer Roys Ibbotsons’ career has involved managing and collecting Local Authority Revenues and Housing Debts since 1974 until he joined a major Debt Collection Agency as their Housing specialist.

In 2002 Roy joined Kirklees Neighbourhood Housing (KNH) to head the Rent Arrears Recovery Unit and his team reduced the current arrears from £4.2m to £1.78m over the next 4 years. KNH were awarded 3 stars as an excellent ALMO by the Housing Inspectors during that time.

Roy now delivers training in best practice in Housing Income and Sundry Income for both Local Authorities and Housing Associations. Roy also carries out consultancy work in both of those fields, conducting reviews of current practices and making recommendations on how performance can be improved. All training and consultancy can be tailored to meet your exact requirements.  


LIN trainer Rebecca Wilkie has 14 years experience, 7 of which are at a senior level delivering all aspects of Housing Management at both operational and strategic levels improving and reshaping services. She has, working as part of a management team, taken an ALMO from zero stars in 2005 to three stars from the Audit Commission in 2010.

She has extensive experience in writing, consulting on and implementing policies, procedures and strategies and has worked as part of a small team developing and delivering training and briefings to well over 500 members of staff, partners and customers as well as leading consultation sessions.

Rebecca has worked to transform services and implemented new initiatives including introducing new structures and IT systems. With the responsibility for Financial Inclusion, working with staff and partners, she has been able to ensure that arrears and legal actions are kept to a minimum with evictions reducing year on year for the past five years.

Rebecca offers a wealth of experience in training having an informal and inclusive style that engenders trust and openness within groups.


If you are interested in accessing this training package please contact Claire Turner Director of the Landlord Information Network, to discuss bespoke training on T: 01246 413791 or E:


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