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Effective Communication and Service Strategies for Government Employees

Improve service standards and visitor compliance through effective customer service strategies.

Serving the public from a government agency is more difficult and stressful than the equivalent job in the private sector. The average public sector employee is constrained by overlapping and sometimes conflicting policies, rules and laws, which he or she also must enforce. The citizens and visitors to their office usually are not there by choice and are trying to solve a problem, while deciphering and navigating an unfamiliar maze of regulations. The good news is that attention to foundation communication and project management principles - coordination, consistency, civility, empathy, and an attention to detail - can have an immediate positive impact on customer behavior and satisfaction. The right words can calm citizens and help you earn their trust and respect as you help them deal with their questions and concerns. Taking the time to invest in building better workplace relationships with your co-workers, employees, and supervisors also can increase productivity and improve customer service, as issues are dealt with more quickly and with a shared understanding of goals and deadlines.

Runtime: 89 minutes
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Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

First Steps: Institutional Support for Effective Service

  • What Makes Government Customer Service More Difficult Than Private Sector Service
  • What You Need in Place - Tools and Information
  • Typical Challenges (and Possible Ways to Address)

Communication Principles That Work

  • Everyone, in Every Workplace Interaction and Transaction, Is a Customer
  • The Influence Model
  • Communication
  • Typical Challenges (and Possible Ways to Address)

Public Sector Ethics: How They Support Government Customer Service

  • Ethical Standards: Brief Introduction to Concept of Safety for the Stranger
  • Privacy: Not Talking About Citizens Financial or Legal Issues, Particularly at a Service Desk in Public
  • Transparency
  • Equal Access to the Same Levels of Service (Consistency)
  • Fairness: Dealing With People Who Want Special Consideration Based on Wealth, Position, Power
  • Typical Challenges

Order From Chaos: Mapping and Communicating Regarding Your Bureaucracy

  • What Does the Customer Want?
  • Building Bridges With People: Collaboration
  • Chunk Down Your Bureaucracy
  • The Visual Representation: What to Hand Them, and How
  • The Cheat Sheet: The 20 Most Important Ideas
  • Typical Challenges

Internal Service: Applying the Principles to the Office Next Door

  • The Details Count: Manners as Rituals of Respect
  • Setting Project Priorities
  • Management Overhead: Documentation and Communication
  • Resolving Misunderstandings and Mistakes
  • Typical Challenges

Next Steps

  • Build the Team
  • Create Standards/Ensure Consistency
  • Provide for Staff and Customer Feedback
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Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

OnDemand Webinar

This course was last revised on October 11, 2017.

Call 1-866-352-9540 for further credit information.

This program format does NOT qualify, nor meet the National Standard for NASBA accreditation.

Audio & Reference Manual

This program format does NOT qualify, nor meet the National Standard for NASBA accreditation.

MP3 Download

This program format does NOT qualify, nor meet the National Standard for NASBA accreditation.

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More Program Information

Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Pat Wagner

Pat Wagner

Pattern Research, Inc.

  • Co-owner, management consultant, and instructional producer for Pattern Research, Inc.
  • Consultant and trainer for public sector agencies since 1978; has worked in 48 states, D.C., and Puerto Rico
  • Familiar with government agency culture at local, state, and national levels, from rural municipal and county offices to urban federal agencies
  • Worked with government employees in specialized agencies such as hospitals, higher ed, prisons, research facilities, libraries, schools, fire and police departments, and field inspection and enforcement offices
  • Degree in written communication and performance
  • Can be contacted at [email protected] or on Twitter® @pat2pattern
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Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

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Product ID: 401019
Published 2017
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