Housing
Social Housing is experiencing a period of great change
and communicating effectively is more important than ever.
Many residents, especially vulnerable and socially excluded groups, find it difficult to understand explanations, for example, about allocation, tenure and benefits. Changes to social housing and new legislation will put even more pressure on staff to explain to tenants any changes that affect them.
Lowering Language Barriers training equips staff with the skills they need to adapt their language and make information and advice accessible. We focus on how to communicate with people who speak English as an additional language, but the training also helps staff communicate with people with other language needs – such as the elderly and people with learning difficulties.
Chalmers & Byrne Training has worked with councils and a range of housing organisations. We have trained staff with a range of roles including maintenance and repairs, customer services, managers and tenant participation.
Because of the demand from housing organisations for Lowering Language Barriers training, we have developed a training course tailored to the housing sector
Participants will:
• Gain insight into communication barriers - eg. what is it like not to understand?
• Identify key words specific to housing and look at how to explain them more clearly
• Practise techniques for explaining complicated information (eg. contracts, benefits and maintenance)
• Learn how to write in Plain English (optional) such as in emails, letters, websites and newsletters
• Get feedback on their communication style – especially pace of talking
• Learn how to check understanding
• Understand important cultural variations in communication
Advantages to your organisation:
• Provide better customer service - ensure equal access to information and services
• Support tenant involvement in decision-making
• More cost-effective use of time as misunderstandings are reduced
• Reduce translation and interpreting costs
• Maintain good practice
We have delivered training to Lewisham Homes, Hornsey Housing Trust, Salix Homes, Estuary Housing, Chelmer Housing Partnership, Brighton Housing Trust and CityWest Homes + Crawley Borough Council, Worthing Borough Council, Islington Council, Camden Council, Brighton & Hove Council, Merton Council.