Training for public sector staff & others

 

While our work has traditionally centred around complaint handling, investigation and reviewing the way in which agencies operate, we are continually looking to develop new methods of improving service delivery in NSW. Providing targeted, relevant and useful training to agency staff is one way of achieving this aim.

We have drawn on over thirty years of experience interacting with both agencies and the public to develop a number of different training workshops.

I believe that these workshops provide agencies with an opportunity to improve the way in which they interact with the community, as well as helping them to operate more efficiently and effectively.
The feedback we have received from those who have taken part in our training has been extremely positive.

This training can make a real difference, and I highly recommend taking part.

Bruce Barbour
Ombudsman

We run a number of workshops on complaint handling to help participants develop skills and strategies for effectively dealing with complaints. The following is a list of courses currently on offer. Click on a link below to find out more about a particular workshop.

• Complaint handling for front line staff
• Managing unreasonable complainant conduct
• Art of negotiation

In-house workshops: Interested in organising training in your area? We can come to you! We can deliver tailored workshops for staff in your region or organisation. You provide the venue, catering and participants and we provide experienced educators and workshop materials. Please contact trainers for further information. Community service sector staff are also welcome to register for these programs.

 Workshop presenters

Our workshop presenters include experienced trainers and investigation staff. Their sound knowledge of the work of the Ombudsman, combined with their experience in complaint handling and training, ensures that participants will learn relevant strategies and skills and pick up some practical tips.

Sheila O'Donovan

Trainer
(Workplace Training & Assessment Cert IV); Process-Oriented Coaching Certified Trainer (NLP); Dispute Resolution, Grad Cert.

Sheila is a skilled trainer with extensive experience in front-line customer service and complaint handling, having previously managed the reception and inquiry areas of our office - the first point of contact for complainants - for a number of years. Sheila is a qualified mediator and a member of our office's core mediation group.