Capacity Building of Municipal Institutions Course
Familiarizing participants with the importance, principles and rules of modern dealings with citizens in the offices and premises of where they do their local dealings and treatments.
Enabling participants to acquire the skills to analyze and summarize citizens’ complaints and how to deal with and address them.
Enabling participants to acquire the skills of effective communication, listening to citizens’ demands and complaints, the skill of persuasion, influence and the skill of summarizing complaints and communicating them to specialists in effective ways.
Providing participants with practical expertise and experiences in improving the performance of citizens dealings services offices, which is reflected by instilling loyalty and collaborating with municipal institutions.
Who Should Attend?
Municipal councils personnel and administrators who have a direct contact with the public in transactions, communication and service delivery.
Directors of various sectors and municipal administrations, such as human resources, project management, technical sectors, control and audit units and finance, media, public relations, quality, development management and internal organization at different levels in local government institutions.
The concept and importance of public service
Giving attention to the public and organizational relationships associated with the public care function.
The importance and rules of public care.
Understanding citizen psychology and indicators of satisfaction.
Satisfying the citizen to make him happy.
Achieving the theory of the public orientation.
Identifying the needs of the public (Maslow pyramid for determining needs).
Dealing with public complaints
Attention- Interest – Desire- Action (AIDA) theory of public care.
Addressing the public complaints.
Analyzing the public complaints.
The five errors in the service of the public..
The eight steps to address public complaints.
Outstanding Service Skills
The concept of excellence in serving the public.
Features and rules of service that are distinctive to the public.
Characteristics of the service provider
Distinctive features and characteristics of the service..
Effective communication skills
The importance and types of effective communication with the public.
Effective communication assumptions with the public.
Human-dealing skills with the public.
Put your psychological touches on the public to influence them
Body language and understanding of kinetic connotations..
Effective listening skills.
Effective dialogue and persuasion.
Distinctive models of public service.
Advanced Public Service Skills
Public attraction skills and effective telephone communication principles.
Steps to achieve consensual telephone contact with the public.
How to use the Internet to provide distinguished service to the public.
Arts of dealing with the difficult patterns of the public.
How to deal with legal persons.
Managing work pressures in the service of the public.