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Calendar of Events
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Viewing Event #99
Tuesday, June 17, 2008 | |
(No Time)
| Title: | Complaint handling for front line staff |
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| Category: | NSW Ombudsman Workshops |
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| Location: | http://www.ombo.nsw.gov.au/trainingworkshops/comphandlfrontstaff.html |
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| Description: | Sydney
The workshop will enable participants to:
- understand the customer's perspective
- learn a step-by-step model for dealing with customer complaints and apply this model in the workplace
- analyse the customer's needs
- identify common, yet perhaps surprising, reasons for expression of anger
- deal with anger in a constructive and positive manner
- employ skills and strategies for communicating successfully with various types of 'challenging' behaviours
For further information, contact Sheila O'Donovan on 02 9286 1019 or email so'donovan@ombo.nsw.gov.au, or Jane Busby on 9265 0416 or email jbusby@ombo.nsw.gov.au
- appreciate the importance of de-stressing and debriefing
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| Added By: | Admin |
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