The Agency for Civil Service Affairs conducted a webinar with the participation of employees of the territorial departments of the department and ethics representatives of the central state and local executive bodies. It discussed the principles of working with complaints of citizens.

A client-oriented state apparatus, civil servants with good communication skills, able to apply them in working with the public are a priority in the activities of the Agency and the current institution of ethics representatives.

A practical guide for public servants involved in daily communications with citizens who are consumers of public services is the book “Complaint as a Gift” by well-known foreign authors Janell Barlow and Klaus Meller.

Agency Ethics Commissioner Zina Baigaskina noted that cultivating a new look at citizens' complaints in the civil service system is an effective way of feedback, contributes to improving the quality of government agencies and increasing public confidence.

“We all should take into account that there are 26 such complaints that are silent behind the complaint of one citizen. Often, complaints serve as a good basis for analyzing the causes of discontent and preventing them in the future,” emphasized another representative of the Agency, Chingis Agzhanbayev.

The participants at the online meeting discussed the useful tips of the authors of the book, namely, how  to behave when  listening to a complaint, as if you are receiving a gift; how to apply the principles of communication with dissatisfied citizens; how to respond to written complaints and be constructive to criticism for the greater good of ourselves and the organization. These skills are especially in demand in the work of public servants.

Source : https://www.gov.kz/memleket/entities/qyzmet/press/news/details/27458?lang=kk