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Effective Complaints Management by Managers in NGOs

Objective

從社會服務機構管理人員的專業社工角度,認識及思考有效管理投訴的策略和實踐,減低進一步帶來的風險。

Content

• 處理投訴的國際標準及良好的內部控制系統
• 不同撥款機構對投訴處理的要求
• 投訴涉及不同持份者,如:政府部門﹑議員等的應對策略
• 應付匿名﹑頻密及長期投訴者的策略和技巧
• 合適及有效的書面回覆

Details

Course Code : 21A-02 (Original: 20B-16)
Date(s) : 02/06/2021
Time : 0930 - 1700 (6 Hours)
Venue : 香港灣仔軒尼詩道15號溫莎公爵社會服務大廈
Target Participants : 社福機構負責處理投訴的主管
Class Size : 30
Language : 粵語 (輔以英文詞彙)
Fee : HKD 1,140.00
    HKD 1,060.00 (For HKCSS Agency Member Staff Only)
    HKD 184.00 ("Small NGO Talent Development Subsidy Programme"- the highest subsidy amount is 80% of the course fee. Please refer to “Financial Assistance”.)
Early Bird Fee : HKD 920.00 (Payment on or before 12/05/2021 for HKCSS Agency Member Staff Only)
Enquiries : 2876 2434 or institute@hkcss.org.hk
Speaker(s) :
Ms. YUEN Kristine 袁淑玲女士
Chief Officer (Central Business)
The Salvation Army
Ms. Yuen has extensive experience in employee training and risk management, with a particular focus on leadership competence development, service quality audit, complaints handling and occupational safety. For more than two decades, she has held senior management positions in large, medium, and small NGOs, as well as strong in managing grievances and complaints with mediation and personality analysis.

Ms. Yuen is a registered social worker, a Certified MBTI® Step I and II Practitioner, a Certified Professional Behavioral Analyst, a Certified Professional Motivators Analyst, a National Mediator and an Accredited Occupational Rehabilitation Specialist. She earned the Master of Business Administration (Human Resource Management), Master of Arts in Social Work, Master of Arts in Religious Studies, Bachelor of Social Science (Hons) in Social Work and Professional Diploma in Occupational Safety & Health.

Remarks

Quota is set for each course in "Small NGO Talent Development Subsidy Programme". All applications are subject to approval. For details, please click HERE .

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