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Navigating Frustrating Conversations with Residents

Why this is important: Even the most seasoned housing staff have interactions with residents that push their buttons and challenge their ability to keep their cool. This course provides some down to earth and practical ideas on how to avoid getting caught in conversation traps, becoming flustered, and being less effective in conversations.


Description: This micro-learning course offers research-based, practical advice for housing staff to effectively navigate conversations with residents who challenge them and help shape clear and consistent conversational approaches. Unlike the crisis de-escalation course which focuses on physical escalations, this course provides a detailed dive into the challenges faced by housing staff communicating with residents with difficult personalities and frustrating conversation styles. The course will help housing staff identify triggers and common conversational traps where they become stuck and offers innovative approaches to engage residents and set clear boundaries. Learners will gain a better understanding of how and when to share incidents with a multidisciplinary CARE team to help get out in front of these behaviors, prevent ineffective communication with residents, and encourage compliance with housing directives.


Housing staff will be able to:

  • Identify common conversation traps and frustrating conversation styles in their residents
  • Draw from an eclectic tool kit of approaches to better navigate frustrating conversations
  • Gain an awareness of common obstacles that prevent housing staff from setting boundaries and limits in conversations
  • Stay focused on conversational goals and avoid being pulled off course

Navigating Frustrating Conversations with Residents

Coming late winter/early spring 2023
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