Information & advice

Conflict and dispute resolution

We are Age Concern’s specialist dispute resolution service for people living and working in sheltered and retirement housing‚ we are ideally placed to offer focused conflict and dispute resolution training for frontline housing management staff.

This course will enable your scheme managers and other relevant staff to:  

• practise some of the techniques that mediators use
• help them communicate better with residents
• defuse situations that may arise
• know when to call for help.

It will not train them to be mediators as such‚ but it will provide them with useful skills that should significantly improve their ability to cope.

Every workshop we give is custom-built to fit the needs of your organisation‚ so the content of each individual workshop will vary.

Training modules include:

• Defining and understanding conflict
• Identifying and recognising conflict
• Conflict in sheltered or retirement housing
• Understanding dispute resolution
• Understanding mediation
• Effective communication techniques‚ including:

• Observation and preparation
• Reflective listening
• Body language
• Defusing anger
• Showing empathy
• Cognitive reframing

The course uses anonymised case studies from AIMS' archives‚ so the types of situations discussed should be very familiar to your staff.

Our training also covers:

• 'Right to Manage' training
• Leasehold management training

 

Cost of training

One training workshop* per year is provided free of charge to organisations that subscribe to AIMS. Additional training sessions are available at a reduced rate of £300 + VAT.

Fee to non-subscribers is £600 + VAT per training workshop*.

* Workshops consist of a range of modules and can last from an afternoon/morning to up to a day‚ depending on your needs‚ number of staff‚ room availability‚ etc.

Where applicable‚ the following additional charges will apply:

Travel

Minimum charge £25 + VAT per AIMS staff member. Subsistence and venue costs (if venue not provided) will be charged at cost‚ as applicable.

Cancellations and Postponements

AIMS requires at least 5 working days notice of cancellation or postponement of training sessions. Cancellations and postponements with fewer than 5 working days notice will attract a £75 cancellation charge. Travel and any other expenses already incurred will also be charged.

To contact AIMS:

Address:
AIMS
Age Concern England
Astral House
1268 London Road
London SW16  4ER

Telephone:
020 8765 7465

Fax:
020 8765 7218

Email: AIMS