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October CP Lunchtime Seminar

October CP Lunchtime Seminar

  • Date: 18/10/2017
  • Time: 12:30pm - 2:00pm
  • Cost: Free
  • Location: Sydney Mechanics’ School of Arts, 280 Pitt Street, Sydney, NSW 0, Australia

Event Description

'Barriers to communication': Effective communication with the parties to a complaint may not be as straight forward as we might like to assume - Chris Wheeler, Deputy Ombudsman, NSW Ombudsman. Register here.

When complainant handlers attempt to convey information to a party to a complaint they want the person to have heard, understood and remember what they said, and ideally, be swayed by their well reasoned arguments. In practice however, one of the major problems faced by complaint handlers is that the parties to a complaint often don’t hear or fully read our communications to them, understand the messages we are trying to communicate to them, or remember the key points that we have communicated to them.  There are various barriers to effective communication because everybody is different and people are not inherently rational. Complaint handlers may believe they have communicated effectively with the parties to the complaint, but this may not have been the case due to a range of factors, including:

  • reasoning challenges (e.g. confirmation bias, my-side bias, jumping to conclusions and conspiracy theorists),
  • reasoning capacity (e.g. mental health issues, intellectual disabilities, reduced cognitive capacities),
  • recall capacity (e.g. poor recall and selective recall),
  • recall distortion (e.g. hindsight bias and false/malleable memory),
  • selective attention,
  • how messages are framed and order in which information is presented (e.g. the irrational primacy effect),
  • misconceptions about causation and responsibility that are impervious to reason (e.g. correspondence bias, self-deception, self-serving bias, illusory correlation),
  • perceptions about competency (the Dunning and Kruger effect),
  • differing perceptions about fairness and reasonableness, and
  • differing cultural communication styles. 

Where: Mitchell Theatre, Level 1, Sydney Mechanics’ School of Arts, 280 Pitt Street, Sydney

When: Wednesday 18 October at 12:30 pm

Speaker: Chris Wheeler, Deputy Ombudsman, NSW Ombudsman

Cost: Free