General training
To find out more about our range of training, please select from the menu below.
Managing unreasonable complainant conduct
The art of negotiation
Complaint handling for frontline staff
Disability awareness training
Role of the Ombudsman information session
Aboriginal cultural appreciation
For further information, contact our training support officer on (02) 9286 0900 or email training@ombo.nsw.gov.au
Managing unreasonable complainant conduct
Unreasonable conduct by complainants can take up an inordinate amount of an agency’s time and resources. Developed by parliamentary Ombudsman offices nationally, this one-day workshop provides staff with specific strategies and skills to effectively and confidently deal with unreasonable complainant conduct (UCC).
Who should attend
This workshop is designed for staff who come into contact with, or respond to, complainants or customers that display unreasonable conduct. This workshop is also recommended for supervisors and senior management responsible for setting complaint handling policy.
Learning outcomes
By completing this workshop, participants will:
- become familiar with the underlying principles for the management of UCC
- develop a range of strategies for managing UCC
- apply a range of effective verbal communication skills to help manage UCC.
In the workshop we examine:
- your examples
- managing expectations
- strategies for managing UCC
- key messages for complainants/clients/staff
- ways to support staff in implementing UCC strategies
- staff health and safety considerations.
The cost of this one-day workshop is $352 (inc. GST). This includes lunch and a range of resources.
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.
Who should attend
This workshop is designed for staff involved in negotiations, resolving complaints and grievances.
Learning outcomes
By completing this workshop, participants will have information to:
- prepare for a negotiation
- consider a negotiation from various angles
- prepare opening statements
- clarify personal needs and take into account the other party’s needs
- successfully communicate during negotiations
- think creatively about relationship building, rapport building, and creative thinking
- ‘close’ a negotiation successfully
- effectively manage unexpected negotiations.
The cost of this one-day workshop is $352 (inc. GST). This includes lunch and a range of resources.
Complaint handling for frontline staff
This popular workshop provides frontline staff 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.
Who should attend
This workshop is designed specially for those who have regular, high volume contact with clients and customers, face to face or by phone.
Learning outcomes
By completing this workshop, participants will have information to:
- understand and identify a complaint
- improve their complaint handling skills
- consider complaints from a ‘complainant perspective’
- raise awareness of the value of complaints
- examine different strategies for handling complaints
- become more confident in their ability to handle complaints
- be able to identify who should respond to a complaint.
The cost of this one-day workshop is $352 (inc. GST). This includes lunch and a range of resources.
Disability awareness training
Over 20% of Australians have a disability. This workshop has been developed to empower participants to work effectively and confidently with people with disabilities, and to explore strategies for establishing a disability-friendly workplace. This workshop offers participants a general awareness of disability and focuses on attitudinal and practical issues for people with disabilities.
Who should attend
This workshop is designed for all staff from government and non-government sectors.
Benefits for your organisation:
- Create a disability-friendly culture.
- Compliance with EEO and discrimination legislation requirements.
- Create a greater awareness of the needs and culture of disability.
What the workshop covers
Participants will:
- explore a short history of disability
- examine definitions and types of disability
- learn appropriate language and terminology
- challenge myths and stereotypes
- gain insight into critical issues for people with disabilities
- learn appropriate communication strategies
- gain knowledge of the key legislation in the disability sector
- learn about key program areas in the disability services sector
- hear personal experience of disability from the presenter and guest speakers
- partake in scenarios and exercises which foster empathy and enhanced communication with people with disabilities.
The cost of this one-day workshop is $352 (inc. GST) and includes a range of resources.
Role of the Ombudsman information session
We offer general information sessions for community groups that focus on the roles and functions of the Ombudsman.We can also provide information sessions on specific areas of our work, such as the Ombudsman's role in community services, employment-related child protection and police compliants.
If you are interested in organising a session for your group, please contact our Project Officer (Community relations) on 02 9286 1008. Sessions run for approximately one hour.
Aboriginal cultural appreciation
This workshop provides an overview of Aboriginal history and culture, as well as culturally appropriate communication protocols and strategies to assist participants and organisations to more effectively assist Aboriginal and Torres Strait Islander people in their work.
Who should attend
This workshop is designed for frontline workers from the community and government sectors.
Learning outcomes
By completing this workshop, participants will have information to:
- some helpful tips to assist in identifying if someone is Aboriginal and/or Torres Strait Islander
- current issues affecting Aboriginal and Torres Strait Islander communities and how these issues are linked to past and present Government practices and policies
- strategies to communicate effectively with Aboriginal and/or Torres Strait Islander people
- ways to offer a more effective service to assist Aboriginal and Torres Strait Islander people.
In the workshop we examine Aboriginal history and culture and communication strategies and protocols.
This training is tailored to your agency. Please contact us to discuss your training needs on (02) 9286 0900 or email training@ombo.nsw.gov.au
