1LET: Building Confidence & Resilience in a Property Lettings Team

The Challenge

Operating in the property lettings industry brings a unique level of pressure. Landlords often have strong views about how their investments should be managed, while tenants expect rapid responses, fairness, and complete clarity. This places lettings teams in a “squeezed in the middle” position - balancing competing priorities, managing emotionally charged situations, and maintaining high service levels at all times.

The lettings team in this case study consisted of a hard-working, committed group, including four newly appointed members - several of whom had joined from outside the industry. While the team worked well together, the nature of the role required strong personal resilience, confidence, and the ability to handle demanding conversations.

The business recognised that supporting their team proactively was essential to sustain performance, protect wellbeing, and enable staff to thrive in a challenging environment.

The Solution

To strengthen the team’s ability to handle difficult conversations and client expectations, a tailored, coaching-style development session was delivered. The session focused on three core areas:

1. Understanding Personal Resilience and Confidence

Participants explored the factors that impact their own resilience and confidence, identifying how pressure from clients or workload affects them. Through discussion and reflection, the team learned practical strategies to boost resilience individually and collectively.

2. Navigating Challenging Conversations

Using real scenarios from the lettings environment, the group practised tools to manage demanding client behaviours, communicate assertively, and maintain professional composure. The conversations within the session created space for senior team members to share their experience and perspectives, offering valuable insights that newer team members had not previously heard. This exchange of knowledge proved highly beneficial in accelerating their understanding and confidence.

3. Enhancing Communication Through a Team Diagnostic

A team diagnostic was used to uncover communication and working-style preferences within the team. This created a shared language for understanding differences, reducing misunderstandings, and strengthening collaboration.

Throughout the session, content was delivered through a coaching-based facilitation approach - inviting the team to explore ideas, challenge assumptions, and have meaningful conversations that deepened understanding and connection.

The Impact

Investing in the team at a time when relationships were strong allowed the development to build on an already positive foundation.

The outcomes included:

· Higher levels of confidence and resilience, particularly among newer team members adapting to the lettings sector.

· Improved communication and trust, supported by a shared understanding of individual preferences and styles.

· Greater self-awareness, enabling staff to recognise stress triggers and apply strategies to manage difficult interactions more effectively.

· Enhanced team cohesion, with members feeling more supported and aligned in how they approach challenges.

· Increased productivity and engagement, as the team felt better equipped to manage demanding conversations and maintain performance under pressure.

By proactively investing in development, the organisation strengthened its capability to deliver exceptional service in a competitive market - ensuring the team remains confident, resilient, and ready to meet the evolving needs of both landlords and tenants.