Regional Day (Nanaimo)

Agenda

Effective Communication Strategies for Frontline Staff

Discussions with the public who have been impacted by an incident or incurred a loss can be challenging. It is likely that they will misdirect their expressions of frustration at the employee on site who is simply caught at the wrong place at the wrong time.  Although it can be difficult not to take their behaviour personally and get defensive, there is a larger goal to keep in mind.

In this session, attendees will learn practical tips for dealing with the public in these tricky situations including:

1. Acknowledging the incident without admitting fault
2. Where to focus their attention (information gathering)
3. How to manage the other party’s expectations appropriately

Understanding Risk and Determining Risk Tolerance

Have you ever found yourself questioning what risk management entails and how you should approach it? Join us as we discuss risk management basics and demonstrate how the risk management process relates to your organization’s approach to risk, which includes determining risk tolerance for certain activities you undertake, as well as, how it factors into the relationship when you contract with others.

We want you to leave with a more holistic suite of considerations as well as some practical strategies and tools to implement that will allow your local government to have better control when confronted with a potentially "risky" situation.