asked the Minister for Social Welfare the provisions if any, which are being made in his Department for the training of personnel with particular reference to dealing with applicants with tact and courtesy at all times; and if he will make a statement on the matter.
Written Answers. - Personnel Training.
8.
Officials in my Department who deal with the public on a face-to-face basis or on the telephone are trained to provide a courteous and efficient service. In addition to the on-the-job training which all such staff undergo the staff development unit in my Department provide regular courses in customer relations training. I am very conscious of the need to treat applicants for social welfare services with tact and courtesy at all times and with this in mind the training courses provided by my Department are regularly revised and updated in the light of experience.
The content of each training course varies slightly according to the needs of the trainees. The following is a typical programme content:
(i) Basic communications theory.
(ii) Assertion.
(iii) Dealing with difficult customers.
(iv) Questionnaire and discussion on effective customer service.
(v) Film "Dealing with the public".
(vi) Role plays.
(vii) Discussion and feedback on role play.
(viii) Summary and action planning.
The telephone techniques training covers similar theory but emphasises the constraints involved in not being able to see the customer. Particular stress is put on aspects such as the so called verbal handshake, i.e. the welcome in the voice, taking information accurately, ensuring as far as possible that information given is understood and the importance of followup. A different training film is used to reinforce the points.
Participants are filmed in the role plays on almost all courses and this is an important aid to the feedback they are given.
In a joint venture with the Department of the Public Service, marketing consultants (Market Research Bureau of Ireland) were employed to conduct a survey of the attitude of the public to social welfare services. The objectives of the survey, which was carried out in September/October 1986, were to measure reaction of social welfare recipients to the service provided to them, to identify specific areas in which improvements are required and to assess reaction to possible new methods of payment. The following is an extract from the consultants general conclusion of the survey results:
In overall terms, reaction of the three categories of social welfare recipients covered in the survey — the unemployed, pensioners and those on disability benefit — can be described as satisfactory. Initiation of payments is seen to be straightforward, as is the completion of application forms, while considerable majorities are satisfied with payment procedures. Furthermore, the courtesy and politeness of staff is highly regarded; a considerable majority (three in every four) of those who had contact with officials consider that they know their job well and finally, in this positive context, the relevant forms are not perceived as formidable or difficult.
The MRBI survey cost £18,000 with the Department of the Public Service bearing 50 per cent of the cost.