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Skills for Success: Bringing empathy to conversations

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Skills for Success: Bringing empathy to conversations

Approaching your communication with clients and colleagues with empathy, compassion and courage.


Is this event right for you?

The Skills for Success series of learning workshops are designed to help you develop the foundational skills you need to succeed in your public sector career.

Whether you are new to the sector or a leader in your field, this series is an excellent opportunity to continue to learn and grow your career.


What will you gain?

This series will give you the tools to thrive in our changing working environment.  Designed in collaboration with your public sector leaders, our six-part series covers topics that help you do your job more successfully and knowledge to support you to manage better in your responsibilities.

High-performance teaming and excellence in customer service can only exist with good communication. Good communication saves us time, energy, frustration, and money; It creates opportunities for growth, innovation, engagement, and collaboration.

A very important skill in communication is the ability to read others' intentions, desires, and emotions so that we can create a level of understanding about their perspective - we call this empathy. The super skill in communication comes from the area of compassion, this is where we use our empathy to change the way in which we communicate to ensure that the messages we want to deliver are heard, understood, inspiring, supportive and instructional.

In this way we create relationships that are strong, trustworthy and full of opportunity. Through Dr Amy Silver's model of conscious communication, you will increase your skills as a communicator so that you can what you want to say, in a way that builds connection.
This session is an essential foundation for your career as an empathetic leader, supportive team member, or when serving citizens on the front line.


Introduction: William Murphy PSM - Department of Customer Service


William Murphy’s role in a customer-led Department of Customer Service is to create a powerful, evidence-driven platform to drive transformation in the design, funding and delivery of government services. He brings together Births Deaths and Marriages, the Behavioural Insights Unit, the Data Analytics Centre, and more.


William Murphy PSM - Full bio

 

William Murphy’s role in a customer-led Department of Customer Service is to create a powerful, evidence-driven platform to drive transformation in the design, funding and delivery of government services. He brings together Births Deaths and Marriages, the Behavioural Insights Unit, the Data Analytics Centre, and other assets such as digital transformation and brand and advertising to improve customer service and engagement across government.

Before joining the Department of Customer Service, William was Executive Director of the Premier's Implementation Unit at the Department of Premier and Cabinet. In that role, his focus was to improve outcomes for customers through the delivery of the 12 Premier's Priorities, including improving customer satisfaction with key government services, reducing domestic violence reoffending, improving service levels in hospitals, improving education outcomes, reducing litter, and delivering better outcomes for children at risk of significant harm.

William has previously held several senior roles in government, at both state and federal levels, with a focus on transformation to digital government, better use of public sector data, procurement and shared services, and driving better outcomes for customers.


Facilitator: Dr Amy Silver

 

Amy has spent three decades as a psychologist developing IP on how fear restricts us and safety expands us. Her work enables people to step courageously into connecting to themselves and to others. Her clients build high performance based on courage and courageous conversations.


Dr Amy Silver - Full bio

Dr Amy Silver is a psychologist, speaker, author and media commentator on the management of our emotions for conversational excellence and teaming high performance.

Her clients build high performance based on courage and courageous conversations. Long-term clients include UniSuper, Pitcher Partners, State Govt, Regional Govt, Uniting Communities, OneFortyOne, St Vincent Hospitals, iress, Medibank, Meridian, South East Water.

Amy has spent three decades as a psychologist developing IP on how fear restricts us and safety expands us. Her work enables people to step courageously into connecting to themselves and to others. Amy has a Doctorate in Clinical Psychology, Masters in Forensic Psychiatry, Masters in Performance, Bachelor with Honours in Psychology and further therapeutic training in cognitive therapies such as Cognitive Analytic Therapy, Compassion Therapy, Acceptance & Commitment Therapy. She has taught at Oxford University and had a number of clinical roles before she moved her focus to how fear impacts us at work.

She is regularly featured in the media talking about how fear and other emotions impact our choices including Harvard Business Review (HR), ABC Radio, The Australian, HR Director, AFR, CEO World and is a regular on New Zealand’s The AM Show.


How to register

Please use this registration page to register for the session: Bringing empathy to conversations only.

If you are interested in the entire Skills for Success Series 2, please register using the package page here.

If you are a NSW public sector employee, you are eligible for Affiliate membership free of charge. Join IPAA today.

A link to the event will be sent to those who have registered the day before the event.


Event Details

 Time:

 10:00AM – 11:00AM (AEST/AEDT)

 When:

 Wednesday 7 September 2022

 Where:

 Virtual event via Microsoft Teams

 Cost:

 Affiliate / Pro Members - Free
 Non-members: $99


Be at your best, for NSW.
Register now to secure your spot.


Sponsor acknowledgement
This event is presented with support from our partner/s
Wednesday, 07 September 2022
10:00AM - 11:00AM
Online
Professional & Affiliate Members $0, Non Member $99

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