Short Courses
Effective Complaints Management by Managers in NGOs【Online Application Only】
Objective
From the perspective of social work professionalism, this course aims to facilitate participants to deepen their understanding of practice wisdom in strategic complaint handling, and to mitigate potential risks in management.
Content
- International standards of complaint handling and internal control system
- Requirements for handling complaints from different funding bodies
- Tactics of handling complaints with different types of stakeholders such as government bodies, members of Legislative or District Council etc.
- Strategies and practical skills to handle anonymous, frequent and long-term complaints
- Writing a proper and effective response
Details
| Course Code | : | 23A-01 |
| Date(s) | : | 16 May 2023 (Tue) |
| Time | : | 0930 - 1700 (6 Hours) |
| Venue | : | Duke of Windsor Social Service Building, 15 Hennessy Road, Wanchai, Hong Kong |
| Target Participants | : | NGO Managerial & Supervisory Staff responsible for or involved in complaint handling |
| Class Size | : | 30 |
| Language | : | Cantonese (supplemented with English) |
| Fee | : | HKD 1,500.00 |
| HKD 1,350.00 (For HKCSS Agency Member Staff Only) | ||
| HKD 480.00 ("Small NGO Talent Development Subsidy Programme"- the highest subsidy amount is 60% of the course fee. Please refer to “Financial Assistance”.) | ||
| Early Bird Fee | : | HKD 1,200.00 (Payment on or before 18/04/2023 for HKCSS Agency Member Staff Only) |
| Enquiries | : | 2876 2416 or [email protected] |
| 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 .
Applicants have to use the online membership system of the HKCSS Institute for enrollment. The membership is on an individual basis, for the application of the courses and activities of the HKCSS Institute only.
Staff from HKCSS Agency Members will not automatically become members of the HKCSS Institute. The membership is not equivalent to the membership status of HKCSS Agency Member.
Staff from HKCSS Agency Members will not automatically become members of the HKCSS Institute. The membership is not equivalent to the membership status of HKCSS Agency Member.
