ROADTOWN Torola BVI, September 20th, 2012 – The staff of the Civil Registry and Passport Office is better equipped to meet the needs of their customers after completing a two-day Supervisory Management and Delivering Quality Customer Service Training.
The two-day training, which was held at the Public Service Training Centre was facilitated by Dorian L. Lennon, MBA/HCM; MSW; BSc (Hons); RGN and designed specifically for the staff of the Civil Registry and Passport Office to assist employees with understanding the impact of workplace emotions, attitudes, stress on performance, and how to manage these factors to improve relationships, and handling everyday life and work challenges. Additionally, the training focused on delivering quality customer service, professionalism and ethics in the workplace, and the impact of workplace emotions, attitudes and stress on employee performance.
The supervisory management training took part in three sessions. The first session served as a refresher course for the officers where the roles and responsibilities of the supervisor were clearly outlined. This session also focused on managing employee relations, which discussed in details the value of trust in the supervisor/supervisee relationship and the importance of listening. During the second session, the officers discussed emotional intelligence and change, and the third session focused on understanding self and identifying gaps and the necessary steps to fill those gaps.
Registrar-General Mrs. Stephanie Benn explaining the importance of the two-day training to the Department of Information and Public Relations said, “The Civil Registry and Passport Office is a heavily trafficked department that comes into contact with over 100 members of the public on a daily basis.
In order for us to efficiently meet the needs of our customers, we first have to ensure that the internal needs of our employees are met, and one way in which this can be done is through training.”
The Registrar-General added, “As a result of the training, members of staff were able to understand best practices in supervisory management; discuss personal on–the-job experiences and how those experiences impact their present performance; assess their supervisory skills and developmental needs and take steps to fill any gaps that exist, with the relevant knowledge, skills, and attitudes for the job, as well as practise newly learnt skills in the controlled workshop environment.”
The facilitator utilised motivation, reinforcement, retention and transference methods to effectively get the message across to the participants. The participants also took part in role plays, case studies, discussions, and individual and group work to maximise on the learning experience and to apply what they learnt.
At the conclusion of the two-day training, staff were able to understand the importance of delivering quality service to customers, positive and negative attributes of “self-talk”, managing customer complaints with the goal of complete resolution, the benefits of delivering quality customer service, and emotional intelligence and its contribution to the delivery of quality customer service.
The Civil Registry and Passport Office remains committed to meeting the needs of their customers in an efficient and professional manner. The mandatory participation of staff at the two-day training brings them one step closer to ensuring their customers’ needs are met timely and professionally.
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British Virgin Islands News