Bespoke motivational communciation skills training for a housing association

We designed and delivered a course for SNG, a housing association that supports over 85,000 homes across London and the South of England. The training provided opportunities to integrate elements of Motivational Interviewing, Solutions-Focused Therapy, and Advanced Communication Coaching techniques into their conversations with tenants that would benefit from behaviour change.

SNG approached SMG Learning as they were looking to upskill their staff in client-facing roles. Regularly working with vulnerable people with complex issues, staff are often greeted with barriers to change. The organisation wanted their teams to feel better equipped to support tenant progress, gently challenging their behaviour in a constructive and supportive manner.

Our trainers developed a course learn about and practice skills about:

• Motivations to behaviour change
• Core skills 
• Resistance to change 
• Actions and next steps

30 people joined the training near their headquarters in Basingstoke. Participants consisted of housind staff who, as part of their roles, supported people with complex issues including employment, debt, digital inequalities, and other related issues.

By focussing on behaviours and considering people’s journeys of change, the training helped staff understand how they could help tenants to take positive steps towards their personal goals. Although the training focused on specific topics, participants were encouraged to use their motivational skills in any context where they believed these approaches would be beneficial.

The participants gave great feedback and shared that there were many immediate take aways for the team to implement in their daily conversations with tenants.