[DES] Managing Unreasonable Conduct (Ombudsman)

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Gondwana & Wet Tropics Rooms, Floor 3

400 George Street

Brisbane City, QLD 4000

Australia

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Event description
Increase your confidence to deal with difficult client behaviour when delivering services to the public.

About this Event

Increase your confidence to deal with difficult client behaviour when delivering services to the public. You will also learn strategies to prevent and manage unreasonable conduct and promote best practice customer service.

This half-day course is designed to help you manage unreasonable conduct. It includes tips and traps, various scenarios, and group activities with clear strategies to help manage unreasonable behaviour. It is suitable for frontline staff, complaints officers, managers, supervisors and anyone who is in contact with customers or the public.

It promotes a straightforward approach to preventing and managing unreasonable conduct. It examines the various categories of unreasonable conduct, what it is and why it happens. The course covers unreasonable behaviour received by phone, face-to-face and in writing and provides practical strategies to prevent and manage unreasonable conduct.

At the end of the course, you will be able to:

  • understand what unreasonable conduct is
  • identify early warning signs
  • apply strategies to prevent and manage the conduct.

Target audience

Staff members who may be required to manage unreasonable conduct when delivering services to the public.

Date and Time

Location

Gondwana & Wet Tropics Rooms, Floor 3

400 George Street

Brisbane City, QLD 4000

Australia

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