In this practical and interactive course; explore the impact of active listening and empathy when engaging with vulnerable tenants. Develop and employ effective strategies to equip you to respond to complex situations promptly and explore where these responsibilities should fall within your organisation. This course provides tools and tips for housing providers to embed in their service strategies and policies. Work with the trainer to understand how to recognise and mitigate bias and prejudice in decision-making to improve the quality of your service.