Ombudsman NSW Mastering Effective Communication - In house

This one-day workshop is designed to equip the NSW Ombudsman participants with the skills and confidence to handle calls effectively, build rapport, seek information efficiently, and set up conversations for constructive and cooperative resolution strategies. The training will effectively complement the training offered to the Conciliation and Investigation team officers.

Key learning objectives. By the end of the workshop, participants will:

• Develop strong rapport-building techniques to foster trust with callers.

• Learn effective information-gathering strategies to ensure clarity and efficiency in call handling.

• Practise setting up calls for productive resolution, reducing escalations and improving customer experience.

• Engage in case study reflections to identify best practices and enhancelearning.