Course focus

Equality Act 2010 Conference

Date:
04 November 2010
Venue:
Hallam Conference Centre, London
CPD:
5.0

Training programmes

Effective ASB Case Communication, Resolution & Interviewing Skills

Have you ever struggled with Asb Cases? Confused about how to deal with complainants? Unsure how to handle the perpetrator?
This very practical course will equip you from day one to effectively communicate in person, on the telephone and in writing, with those difficult situations.

We will learn how to deal with a perpetrator who will not listen. How to defuse the situation. How to get them to take on board what they are saying. What language, both verbal or non-verbal, can you use to create the right setting?

How do deal with flat denial? Counter- allegation? How to deflect  hostility between you and your organisation to achieve a positive outcome? Or challenge of bias and communication.

How to deal with tearful or uncommunicative complainants or witnesses? What skills can you use to get the best out of them for your case?

We will also look at effective record keeping, action plans and file management to maximise successful resolutions of your case from day one in court for everyone involved in the process.

The case will be delivered through case discussion, exercise and interactive tuition.

Programme directory