Our State Ombudsman, Robin Matsunaga, is recommending one of the pre-registration workshops to ADR professionals in Hawaii and asked if we would get the word out.
Robin says, “Although most of the sessions being offered during the main conference may be too specific to ombudsman work, some of the members of Hawaii’s ADR community might find them of interest. One session that I think would be of value for anyone in the dispute resolution field is the one-day pre-conference workshop titled Dealing with Unreasonable Complainant Conduct. This workshop has consistently received high ratings from participants.”
Here is s description of the workshop:
Unreasonable complainant conduct (UCC) can take up an inordinate amount of an agency’s time and resources. Participants will learn the strategies developed as part of a joint project by the nine Australian Parliamentary Ombudsman offices to deal with UCC. This very popular and world-renowned one-day workshop will provide participants with specific strategies and skills to effectively and confidently deal with UCC. It is designed for staff who come into contact with, or respond to, complainants or customers who display unreasonable conduct, as well as supervisors and senior management responsible for setting complaint handling policy. The workshop will also examine participant examples of UCC. Participants will learn: Strategies for managing UCC; Key messages for complainants/clients/staff; Ways to support staff in implementing strategies; and Staff health and safety considerations.
The instructor is Donald Sword, Educator and Advocate, New South Wales, Australia. A full-day class.
When: Monday, September 16 / Tuesday, September 17
Where: Hilton Waikiki Beach Hotel
Registration fee: $275 for USOA members / $325 for non-members (After August 15, the fee increases by $50. )
The fee includes breakfast and lunch, plus morning and afternoon breaks. Attendance in each class is capped at 40.
See 2019 US Ombuds-Conference Packet.
