Transcript Complaints Officers Wellness Program

Officers’ & Complaints Officers’
Wellness Program
By Ivory Ndekei
25th November 2015
What Human Beings do
Depends on:-
What we see!
What we feel!
What we believe!
What we know!
What are these things determined
by;
Socialization
Culture
Peer Pressure
Elements
Exposed to
Inner Psyche
Conflict may arise across:
Physical
Ability
How we look
IQ & EQ
Religion
Ethnic Back
ground
Gender
Social
Status
Age
Anything that could go Wrong
Could be:
Psychological
Social
Emotional
Financial
Physical
Neurological
Interventions
Gender
Gender Mainstreaming
•Promote Gender Friendly
Systems
•Eliminate Gender blindness
•Promote Gender Equality
•Determine whether complaints
and methods of handling
complaints must be gender
specific
Age
Eliminate Age Discrimination
•Inclusive Discussions & Work
Trainings
•Trainings on communication
skills across age groups
•Promote respect
•Boost workers’ self esteem by
re-validation
•Encourage sharing of
experiences
Interventions
Ethnic
Back
ground
Interrelated
Religion
Promote Tolerance & Diversity
•Make people aware of biases & Prejudice
•Promote discussions on inclusion
•Make bias and prejudice unacceptable and
unethical
•Promote the use of a common language in the
workplace
•Promote healthy discussions on cultural differences
Interventions
How we
look
Physical
Ability
Promote Worker Self Esteem
Eliminate Discrimination
•Organize elaborate and
interactive employee retreats
•Hold sessions with image
consultants and psychologists
•Encourage confidence building
verbal and non verbal
communication in the work place
•Create awareness on biases and
prejudice
•Make bias and prejudice
unethical
•Put in place disability friendly
infrastructure (ramps, voice
prompts, Braille)
•Promote disability friendly verbal
and non verbal communication
Interventions
IQ & EQ
Social Status
Promote a Healthy Balance
Eliminate Discrimination
•Create awareness and lay
importance on different learning
abilities
•Encourage neutral verbal and
non verbal communication
•Promote trainings that improve
workers’ social/ interpersonal
skills (at retreats?)
•Incorporate a social worker /
psychologist
•Organize information sessions
about financial management for
employees
•Promote respect in verbal and
non verbal communication
•Encourage confidence building
within and across job groups
•Re-emphasize the importance of
each person’s job to the overall
organization's objective
The Experience of the Complaints
Handling Officer
Burn out
Disconnect to
Complaints
Engaged
by Work
After
Hours
Aggressive
Complainants
Grumpy
at home
Don’t
want to
go to
work
Not
eating/sleeping
Threats from
Top
Management
& Clients
Disempowered
to give a
solution
Overempathizing
What to do?
Management to conduct
wellness retreats and invite
specialists
Complaints Officers to
Create and Follow Personal
Rules
Complaints Officers to
Manage threats to Self and
Overall Well being
Employees to jointly Lobby
for important Services at
the Workplace
Interventions
Management to conduct
wellness retreats and invite
specialists
TO TEACH
 Interpersonal skills
 Strategies for coping with depression
 The art of negotiating with employers and clients
 Healthy eating regimes and healthy sleep regimes
 Separating work and leisure
 Healthy diets and eating habits
 Managing personal and professional expectations
 Practising compassionate self talk
 Understanding different types of problems
Interventions
Complaints Officers to
Create and Follow Personal
Rules
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Do not share personal contact details for work purposes
Limit your work to national working hours unless on a
work trip & take breaks
When you feel drained, delegate cases to fellow members
and engage in an energy boosting exercise
Set an alarm that tells you when to eat and commit
Practice good sleep hygiene – go to sleep and wake up at
specific times. Include quiet time
Encourage positive talk with others including when
handling cases. Bring a positive light to your
conversations
Interventions
Complaints Officers to Manage
threats to Self and Overall
Well being
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Always inform superiors of conflict before it escalates
Listen to your body and its warning signs of fatigue, stress,
anger, sadness and separate yourself from the cause
Encourage communication with spouse/family to allow
them to understand what you are going through and to
support you
Inform yourself on channels for psychological & legal
redress
Avoid stimulants like:- alcohol, drugs and other addictive
habits
Interventions
Employees to jointly Lobby
for important Services at
the Workplace
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Lobby for workplace support groups
Lobby for counseling services
Lobby for legal services for advise and adjudication
Lobby for well equipped relaxation/break rooms with:magazines, TVs, periodical free snacks/lunch, colorful walls
and decorations, comfortable seating, healthy food options
in vending machines, board games, space for holding
occasional celebrations at the workplace
Conclusion
It is difficult for man to separate these
things from the rules and regulations
he/she should follow
The work place should not be held
hostage by these differences
Workers should be empowered to
overcome the differences and unite to
fulfill the objective of Service
Delivery