Relational conversations experiential learning: An opportunity for collaboratively developing relational practice in initial conversations between frontline public sector “helpers” and people with complex and multiple needs

The paper proposes that public sector organisations should explore further opportunities to use an experiential learning approach to develop “helpers” skills in having effective initial conversations with residents with complex needs. In 2021 an experiential learning training originally entitled “Core Conversations” was developed as part of a project with London Borough of Newham. The training (now renamed “Relational Conversations”) has since been delivered to 565 people from 213 organisations, across the UK – as part of the training the “helpers” attending identified principles for effective initial conversations with residents with complex needs, drawing on techniques of relational practice. These principles have been collected and combined. The training has been independently evaluated twice. The results of these evaluations presented demonstrate that helpers were able to apply their learning and improve their performance. As a result, they were able to provide more effective support to people with complex needs.