Senior management recognised that representatives would be more confident to present Riverside policy if they received personal training on how to plan for, structure and manage the resident meetings. To make the meetings run more effectively and make good use of everyone’s time, representatives needed the skills to handle residents’ concerns with empathy but direction, facilitate engagement from the group and adopt a more consultative approach to the discussions.
Working closely with the Housing Services team, RoleplayUK designed a LIVE Learning programme to introduce participants to key facilitation skills and increase their understanding of effective communication. It also included useful presentation tips on how to control personal nerves and anxiety and how to handle difficult situations with increased confidence. The one day programme provided plenty of time for participants to practise their newly learned skills and receive constructive feedback on the impact of their presentation.