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Follow on Google News | Mary Gober International: Training Product Release for Social Housing SectorMary Gober International, in partnership with Riverside and RoleplayUK, is pleased to launch a new training product – ‘Handling Anti-Social Behaviour Complaints Workshop’ - at the CIH Housing Exhibition & Conference, June 25-27, Manchester.
Richard Bell, Learning & Development Business Partner of Riverside and also a Gober Method™ accredited in-house Trainer for Riverside, developed this Workshop building on the utilisation of Gober Method principles together with the expertise of the drama based training company, RoleplayUK. To date, this Workshop has been successfully delivered to Riverside staff by Richard Bell supported by actors from RoleplayUK. The training has been welcomed by all delegates trained and has received excellent feedback. Richard Bell said: “We created the Workshop to help our employees communicate more effectively with our tenants using the Gober Method. This Workshop focuses primarily on nuisance and reports of ASB and helps employees to respond to feedback on this aspect of our practice from our customers. The messages and themes are transferable to many situations that our employees find themselves in when visiting tenants in their homes.” The use of actors in this Workshop creates a compelling and impactful interactive session for the delegates which enables individuals to effectively and confidently handle ASB reports and situations to result in more satisfactory outcomes for all parties. The Workshop is brought to life for your people through drama based delivery and reinforces the Gober Method skills specifically when dealing with ASB complaints. Feedback received from one of the Workshops: “I would recommend this training to any organisation who has responsibility for dealing with complaints of nuisance and ASB. Focussing on harm and vulnerability is a fundamental principle in dealing effectively with ASB complaints and the training covered this topic very well by using actors to role play. Through observation and interaction, the students are able to identify and practice effective techniques that will ensure a harm centred approach is being adopted”. The Workshop is available to Housing Association staff who have already been trained in the Gober Method as the Workshop builds on the delegates’ existing knowledge and use of the Gober Method principles. MGI works with over 130 housing associations and delivers behavioural change training based on their unique training method, the Gober Method for the Psychology, Language & Actions of Service™. When organisations train their people in this approach, it is proven to deliver improvements in customer satisfaction, employee engagement, operational efficiency, regulatory performance and financial results. Riverside is one of the leading registered providers of social housing in the UK, providing support and affordable housing to people of all ages and circumstances throughout England. RoleplayUK is a provider of actors, facilitators and drama professionals to organisations in the public and private sectors. Notes to Editors Mary Gober International Ltd Mary Gober International Ltd (MGI) delivers behavioural change training based on their unique training method, the Gober Method for the Psychology, Language & Actions of Service™. When organisations train their people in this approach it is proven to deliver improvements in customer satisfaction, employee engagement, operational efficiency, regulatory performance and financial results. The Gober Method was created by customer service expert Mary Gober. Mary was born and brought up in Chicago and established herself as a leading authority in the field having delivered her training, consulting and keynote speeches in 33 countries. Mary and MGI continue to develop and refine their behavioural change programmes to deliver lasting and tangible results. MGI Client Examples AmicusHorizon, Bank of America, Capita, Dixons Retail Group plc, Freebridge Community Housing, Greene King, Greenfields Community Housing, Hounslow Homes, National Grid, Peabody, Places for People, Qantas, Riverside, South Yorkshire Housing Association, Veolia Environmental Services, Virgin Holidays, Wolverhampton Homes, Your Housing Group. Client Results Following the introduction of the Gober Method, organisations report some of the following service improvements: • Improved customer satisfaction with handling anti-social behaviour from 69% to 92% • Improved customer satisfaction with complaints handling from 55% to 92% • Improved average time taken to re-let homes from 22.8 days to 15 days • 96% feel able to offer a good service to customers - up from 85% in 2010 www.marygober.com – Contact: Alex Beeston, Marketing Manager, 01252 749940 Riverside Riverside is one of the leading social housing and regeneration organisations in the UK, owning or managing around 50,000 homes, from Irvine to Ipswich, with around 2,600 staff. The organisation provides sheltered and supported housing for elderly, homeless and vulnerable people, in addition to general needs affordable properties for rent and shared ownership. It also invests in community projects, from youth engagement schemes aimed at reducing anti-social behaviour, to credit union grants tackling financial exclusion. RoleplayUK RoleplayUK is a provider of actors, facilitators and drama professionals to organisations in the public and private sectors. End
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