Training and events calendar

The following is a list of upcoming Workshops and Events:
The art of negotiation

This workshop provides a thorough grounding in interest-based negotiation with ample opportunities to practice. Participants are provided with a practical framework for planning and successfully carrying out negotiations.

31 May 2016
Sydney CBD
09:30 - 16:30 (7 hours)
Public interest disclosures management training

This workshop provides an overview of your agency’s obligations under the Public Interest Disclosures Act 1994. It covers the why, what, how and who of public interest disclosures as well as the responsibilities of the nominated officers and agency executives. The workshop also discusses strategies for managing parties involved in the disclosure. It also outlines the role of the NSW Ombudsman.

07 June 2016
Sydney CBD
09:30 - 12:30 (3 hours)
Effective complaint management in the disability sector

This workshop focuses on the essential elements of a quality complaints management system tailored for the disability sector. It is based on legislative and industry requirements, quality assurance frameworks and the Stronger Together 2 priorities for person-centred approaches to service delivery.

15 June 2016
Sydney CBD
09:30 - 16:00 (6 hours and 30 minutes)
Complaint handling for frontline staff

This workshop provides participants with the necessary skills and strategies to respond to clients and customers confidently, effectively and efficiently. Participants are provided with a model for dealing with complaints, examining different types of complainant behaviour and overcoming personal and organisational barriers to making and resolving complaints.

21 June 2016
Sydney CBD
09:30 - 16:00 (6 hours and 30 minutes)
Frontline skills for complaint handling - community services

This workshop focuses on developing effective skills and appropriate strategies for complaint handling. Participants are given a step by step model for dealing with complaints; they examine different types of complainant behaviour, and also explore how to overcome personal and organisational barriers to making and resolving complaints.

21 June 2016
Sydney CBD
09:30 - 16:00 (6 hours and 30 minutes)
Managing unreasonable complainant conduct

Unreasonable conduct by complainants can take up an inordinate amount of an agency’s time and resources. Based on strategies developed as part of a joint project by the nine Australasian Parliamentary Ombudsman offices, this one-day workshop provides staff with specific strategies and skills to effectively and confidently manage with unreasonable complainant conduct (UCC).

22 June 2016
Sydney CBD
09:30 - 16:30 (7 hours)
Responding to child protection allegations against employees

This workshop provides an overview of employer’s obligations under the Ombudsman Act and covers how employers should respond to child protection allegations made against their employees. Participants examine the steps in the investigation process, risk assessment and management.

28 June 2016
Sydney CBD
09:30 - 16:30 (7 hours)
Handling serious child protection allegations against employees

This workshop provides participants with specialist and practical knowledge that will help them deal with some of the more complex challenges associated with handling serious allegations against employees. This new workshop is delivered by the Deputy Ombudsman and Community and Disability Services Commissioner, Steve Kinmond.

29 June 2016
Sydney CBD
09:30 - 16:30 (7 hours)
The art of negotiation

This workshop provides a thorough grounding in interest-based negotiation with ample opportunities to practice. Participants are provided with a practical framework for planning and successfully carrying out negotiations.

31 May 2016
Sydney CBD
09:30 - 16:30 (7 hours)
Public interest disclosures management training

This workshop provides an overview of your agency’s obligations under the Public Interest Disclosures Act 1994. It covers the why, what, how and who of public interest disclosures as well as the responsibilities of the nominated officers and agency executives. The workshop also discusses strategies for managing parties involved in the disclosure. It also outlines the role of the NSW Ombudsman.

07 June 2016
Sydney CBD
09:30 - 12:30 (3 hours)
Effective complaint management in the disability sector

This workshop focuses on the essential elements of a quality complaints management system tailored for the disability sector. It is based on legislative and industry requirements, quality assurance frameworks and the Stronger Together 2 priorities for person-centred approaches to service delivery.

15 June 2016
Sydney CBD
09:30 - 16:00 (6 hours and 30 minutes)
Complaint handling for frontline staff

This workshop provides participants with the necessary skills and strategies to respond to clients and customers confidently, effectively and efficiently. Participants are provided with a model for dealing with complaints, examining different types of complainant behaviour and overcoming personal and organisational barriers to making and resolving complaints.

21 June 2016
Sydney CBD
09:30 - 16:00 (6 hours and 30 minutes)
Frontline skills for complaint handling - community services

This workshop focuses on developing effective skills and appropriate strategies for complaint handling. Participants are given a step by step model for dealing with complaints; they examine different types of complainant behaviour, and also explore how to overcome personal and organisational barriers to making and resolving complaints.

21 June 2016
Sydney CBD
09:30 - 16:00 (6 hours and 30 minutes)
Managing unreasonable complainant conduct

Unreasonable conduct by complainants can take up an inordinate amount of an agency’s time and resources. Based on strategies developed as part of a joint project by the nine Australasian Parliamentary Ombudsman offices, this one-day workshop provides staff with specific strategies and skills to effectively and confidently manage with unreasonable complainant conduct (UCC).

22 June 2016
Sydney CBD
09:30 - 16:30 (7 hours)
Responding to child protection allegations against employees

This workshop provides an overview of employer’s obligations under the Ombudsman Act and covers how employers should respond to child protection allegations made against their employees. Participants examine the steps in the investigation process, risk assessment and management.

28 June 2016
Sydney CBD
09:30 - 16:30 (7 hours)
Handling serious child protection allegations against employees

This workshop provides participants with specialist and practical knowledge that will help them deal with some of the more complex challenges associated with handling serious allegations against employees. This new workshop is delivered by the Deputy Ombudsman and Community and Disability Services Commissioner, Steve Kinmond.

29 June 2016
Sydney CBD
09:30 - 16:30 (7 hours)

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