Dealing with Difficult Customers
This course explores how engaging customers properly can benefit both the employee and the customer.
Effective customer service can change a Local Government’s reputation for the better and through this workshop, participants will gain a new perspective on how to react to negative customers to leave the customer satisfied and happy.
Although many customers can be difficult, with the right training, skills and knowledge, any difficult customer can be handled properly and effectively. Other topics will inude psychological hazards, an update of the new WHS laws and how to deal with aggression and verbal abuse
Effective Letter & Report Writing in Local Government
The course applies to individuals who work in a range of business environments and are skilled in the creation of reports, information and general promotion documents that are more complex than basic correspondence, memos or forms and that require review and analysis of a range of information sources.
Effective Supervision - Part 1
Effective Supervision - Part 2
The program will explore in greater depth the complex nature of staff interactions towards organisation goals and objectives, and answers the question of “why is it so hard to get people to do what you want them to do?”
Emergency Management for Local Government Leaders
In a disaster, the community will first turn to their Local Government for trusted leadership.
This course addresses the challenges and stressors inherent to lead your staff and your community through a crisis and provides information on the actions that can be taken before, during, and after an emergency. It will ensure that you as a leader are effectively prepared and able to respond to and recover from emergency events impacting the community.
You will increase your awareness of the legislative requirements for Local Governments under the Emergency Management Act 2005 and develop an appreciation and understanding of your role and responsibilities under the WA Emergency Management Framework.
You will explore practical emergency planning strategies to build a supporting and strong culture of community resilience and preparedness for future emergency events.
More critically, this training will provide you with tools and experience to guide your decision-making in a highly dynamic and potentially hazardous operating environment.
Financial Fundamentals - Budgeting
Financial Fundamentals - Monthly Annual Reporting
Induction Program for Elected Members
The program includes an Induction Manual template (e-version), allowing individual Councils to contextualise and brand their own resources whilst offering a structured induction program. It will assist the CEO’s to inform all Elected Members of expected standards and emphasising their role as community leaders.
Local Government Act 1995 - Advanced
The course discusses our legal system, how to understand and interpret statutes and how to relate this specifically to the Local Government Act 1995. Other relevant Acts and Regulations are referred to throughout the course.
Participants will apply research skills to monitor and assess compliance and the impact of legislation on administrative action and Council decisions. Participants will increase their knowledge and skills in order to respond to questions or provide information to Council and Elected Members.
Local Government Act 1995 - The Essentials
The course will assist Managers and Officers to ensure that they comply with their role as professional advisers under the Local Government Act 1995 and familiarises participants with the content of the Local Government Act 1995 and its objectives.
Local Government Act 1995 - The Essentials (Virtual Classroom)
The course will assist Managers and Officers to ensure that they comply with their role as professional advisers under the Local Government Act 1995 and familiarises participants with the content of the Local Government Act and its objectives.
Policy Development & Procedure Writing in Local Government
Policy Development & Procedure Writing in Local Government (Virtual Classroom)
Preparing Agendas & Minutes in Local Government
Preparing Agendas & Minutes in Local Government (Virtual Classroom)
Presenting with Confidence
Do you hate doing presentations, but its part of your job, so you would like to be good at it?
Do you actively avoid speaking to a crowd?
If you answered ‘yes’ to any of these questions, then Presenting with Confidence will help you. This is a fun, interactive workshop, prepared with a Local Government focus, designed to take the ‘terror’ out of all public speaking situations - whether you are speaking to a group of 3 or 300.
Rates in Local Government - Clerical (2 days)
- how legislation may dictate many of the functions of the way in which rates, and other property-related fees and charges, are imposed and collected.
- eligibility for rates concessions, how the rebates can vary, and who may be eligible to defer Rates and the ESL
- Local Government’s role in levying and collecting the Emergency Services Levy on behalf of the WA Government
- fees and charges, as well as interest, which may be added to Rates
- exemption from Rates, as provided in the Local Government Act 1995; and in other legislation
- how Rates are related to Valuations and about the necessary interaction with Landgate’s Valuation Services
- Local Government’s requirements to compile and maintain a Roll of Owners and Occupiers
- Participants will additionally have the opportunity to meet and make new contacts with fellow Rates Officers - particularly when their Local Governments use the same Rates software package.
Rates in Local Government - Debt Collection
- the various options , as outlined in the Local Government Act 1995, which can be used to recover outstanding Rates debts - including, but not limited to, legal action
- the solicitor’s role in providing legal opinions (eg: eligibility for rates exemption), or assisting in more complex debt recovery actions
- Participants will have the opportunity to discuss and apply knowledge gained to practical scenarios; to resolve common problems associated with the collection of overdue debts; and to meet and share ideas with other Local Government Rates Officers.