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Queen Margaret University CONSUMER INSIGHT CENTRE In association with the British and Irish Ombudsman Association (BIOA) Would like to invite you to apply to study for the following new qualifications: PROFESSIONAL AWARD IN OMBUDSMAN AND COMPLAINT HANDLING PRACTICE AND / OR PROFESSIONAL CERTIFICATE IN OMBUDSMAN AND COMPLAINT HANDLING PRACTICE 2009 – 2010 Carol Brennan Academic Director Consumer Insight Centre School of Business, Enterprise and Management Queen Margaret University Queen Margaret University Drive Musselburgh East Lothian EH21 6UU t 0131 474 0000 f 0131 474 0001 e [email protected] w www.qmu.ac.uk

http://www.qmu.ac.uk/

CONTENTS INTRODUCTION.....................................................................................1 PROGRAMME DELIVERY……………..………………………………………………………………………….2 PROFESSIONAL AWARD IN OMUDSMAN AND COMPLAINT HANDLING PRACTICE…………………………………..……………………………………………………………3 PROFESSIONAL CERTIFICATE IN OMBUDSMAN AND COMPLAINT HANDLING PRACTICE………………………………………………………………………………………………..7 EXPERIENCE………………………………………………………………………………………………………………….12 COST PER DELEGATE…………………………………………………………………………..………………..13 BOOKING FORMS……………………………………………………………………….……………………….14 – 23

Introduction The Consumer Insight Centre at Queen Margaret University is delighted to be piloting the new Professional Award in Ombudsman and Complaint Handling Practice and the Professional Certificate in Ombudsman and Complaint Handling Practice in association with the British and Irish Ombudsman Association (BIOA). This pilot is aimed primarily at those working in the assessment and investigative functions of conventional ombudsman schemes and associated complaint handling organisations. Its purpose will be to equip assessors and investigators with the practical skills and background knowledge necessary to discharge those functions to a high level of competence. To ensure maximum effectiveness of the pilot, places will be limited in the first instance to 20 delegates, drawn as far as possible from a wide range of schemes. The BIOA recognised standards/competencies for investigative staff have informed the content and learning outcomes for the programmes. These are shown in the next section on programme delivery. For the pilot of the Award, this will run as a residential programme at the new campus at Queen Margaret University, Edinburgh. The campus is located to the east of the city in Musselburgh. Further details about the campus can be found at http://www.qmu.ac.uk/the_university/new_campus.htm and the residences at http://www.qmu.ac.uk/services/student_accommodation.htm. The registration deadline for the BIOA Award is now 14 August 2009. Applicants will be notified by 21 August 2009 as to whether they have been accepted onto the Pilot Award (this will be decided by the BIOA Accreditation Working Group, which is keen to include a wide range of Schemes). The registration deadline for the BIOA Certificate is 30 November 2009. Applicants will be notified by 7 December 2009 as to whether they have been accepted onto the Pilot Certificate (again, to be decided by the BIOA Accreditation Working Group), unless they have applied for both the Award and Certificate, in which case they will be advised by 21 August 2009. Booking forms can be found on pages 14 to 23 for the Award, the Certificate and for both the Award and Certificate. If you have any questions about the programmes, please do not hesitate to contact Carol Brennan. Contact details are on the front page. We look forward to welcoming delegates to Queen Margaret University.

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http://www.qmu.ac.uk/the_university/new_campus.htm

http://www.qmu.ac.uk/services/student_accommodation.htm

Programme Delivery Programme Descriptors

This section provides information on course delivery for the Professional Award and the Professional Certificate in Ombudsman and Complaint Handling Practice, which will cover all of the BIOA recommended competencies. Short descriptors include the BIOA recommended standards/competencies, learning outcomes, course content and learning experiences for each Module. The assessment is also shown for the Award and the Certificate. Web-based platforms will be used to enhance learning. Among other benefits, this may allow for the exchange of views and best practice ideas between colleagues from different Ombudsman and complaint-handling organisations across the UK, Ireland and beyond. The 12 BIOA recommended complaint-handling standards or competencies for the investigative staff are as follows: 1 Complaint assessment and alternatives to investigating

2 Effective investigation

3 Reaching and acting on findings

4 Providing a high impact service that is responsive, transparent, empathetic, authoritative, standards based and proportionate

5 Operating within legal and procedural frameworks

6 Communicating effectively

7 Producing clear, unambiguous written documents

8 Effectively managing data

9 Researching, managing and presenting knowledge and information from a variety of source

10 Maintaining personal security and safety and being alert to the security of others

11 Managing your own resources and professional development

12 Working together and promoting diversity Professional Award Pre-Course Work Course Participant prepares a 500 word summary on their scheme/their complaint handling experience to date - to be submitted in advance and shared with other course participants

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Professional Award in Ombudsman and Complaint Handling Practice (4 Days)

Module 1

Introduction, Overview and Context Complaint Assessment and Standards

1 day (7 contact learning hours)

BIOA recommended Complaint Handling Standards/Competencies

This Module relates to the following BIOA redommended Standards/Competencies:

No. 4: Providing a high impact service that is responsive, transparent, empathetic, authoritative, standards based and proportionate No. 1 (part): Complaint assessment and alternatives to investigating

Content

Course Introduction, Overview and Context

Standards: BIOA Complaint Handling Principles, Principles of Good Administration, Customer Service Expectations, Best Value Principles Complaint assessment: clarifying the complaint; understanding the complaint; deciding whether the complaint is within jurisdiction/remit; deciding whether to investigate

Learning Experiences Lectures, case studies, workshops, participant-led discussion and directed study

Audience participation ‘clickers’ will be used to enable participants to check their understanding

WebCT will enable students to access useful websites, publications, participate in e-tutorials and discussions

Learning Outcomes On successful completion of Module 1 the participant will be able to:

LO1: Communicate the importance of standards in fostering a professional, empathetic, responsive service

LO2: Assess complaints against relevant eligibility criteria

LO3: Make decisions on whether to investigate

Assessment Assessment of a case study complaint with recommendations for the way forward (500 words).

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Module 2

Law, Evidence and Procedure 1 day (7 contact learning hours)


This Module relates to the following BIOA recommended Standards/Competencies:

No. 5: Operating within legal and procedural frameworks No. 2 (part): Effective investigation

Content

Human rights; quality legislation; confidentiality requirements; conflicts of interest; procedural fairness; the rules of evidence; judicial review.

The role of the Investigator: investigation principles and standards; powers and limits of investigation; precedents; understanding the complaint; managing expectations; planning the investigation; objectivity/bias/assumptions; what can go wrong in an investigation; discontinuing the investigation; concluding the investigation

Complaints analysis; close reading skills; root cause analysis; understanding critical thinking; developing and practising thinking skills; identifying arguments; identifying assumptions; recognising the difference between cause and effect, correlation and coincidence

Learning Experiences Lectures, case studies, workshops, seminar sessions and directed study. This will include planning an investigation in small groups.




LO1: Demonstrate knowledge and understanding of relevant legislation, procedures and guidance through correct interpretation and application

LO2: Establish the root cause of a complaint

LO3: Conduct an effective investigation

Assessment Consideration of a case study complaint leading to the production of a detailed Investigation Plan (500 words).

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Module 3 Communication, Evidence Gathering and Interviewing




No. 2 (part): Effective investigation No. 6: Communicating effectively

Content Types of evidence – oral, hearsay, documentary, own eyes; finding and evaluating sources of evidence – gathering evidence, testing the evidence and analysing the evidence, standard of proof, the acquisition and use of expert evidence and advice Verbal and non verbal communication; barriers to communication; communicating with the complainant; communicating with the body complained about Obtaining oral evidence: planning for interviews – time and location; active listening skills; questioning skills; interviewing skills; reluctant or unco-operative interviewees; telephone interviews and video-conferencing; use of interpreters/hearing/visually impaired/mental health issues; presence of third parties; recording, transcribing and note taking; selective and critical note-making; case conferences; hearings; cultural awareness

Learning Experiences Lectures, DVD, case studies, role play exercises, group exercises and directed study.



LO1: Use clear and appropriate language that is tailored to the audience to establish facts and gather relevant evidence

LO2: Communicate more effectively, demonstrate empathy, listening and observation skills in communications with stakeholders

LO3: Plan and prepare an interview, use effective questioning techniques and structure the interview

Assessment Self, peer and tutor assessment of competence in role play exercises

Use of a case study complaint to plan and prepare for Investigative Interviews (500 words).

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Module 4 Decision Making, Recommendations and Report Writing




No. 3: Reaching and acting on findings No. 7: Producing clear, unambiguous written documents

Content Approaches to decision making; structured reasoning; finding flaws in an argument Constructing recommendations, policy and guidance on redress; resolution; apology Critical reading skills, critical thinking when writing (identifying or signposting the direction of argument), evaluating critical writing, letter writing; conveying difficult messages Report drafting; the main elements of an investigation report; anticipating responses to a report; responding to comment and feedback; effectiveness of written documents and reports

Learning Experiences Lectures, case Studies, letter writing exercise, workshops and directed study



LO1: Reach and act on findings, make appropriate, proportionate recommendations that fulfil the remit and purpose of the complaints handling body

LO2: Act upon findings and recommendations in line with guidance and standards to ensure recommendations are implemented and learning is fed back

LO3: Produce clear, unambiguous written documents and write a report that complies with the format expected

Assessment Carry out a critical analysis of a case study report (500 words).

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Professional Certificate in Ombudsman and Complaint Handling Practice (5 Days)

Module 1

Ombudsmen and Complaint Handlers 1 day (7 contact learning hours)

BIOA recommended Complaint Handling Standards/Competencies None Content Origins; world history; UK and Irish History; Ombudsman, Complaint Handlers and devolution; Ombudsman and Complaint Handler definitions; European Ombudsman; Human Rights; Relationships with the Courts and Regulators; Administrative Justice and Tribunals Council; Ombudsman and Complaint Handlers today; the future for Ombudsman and Complaint Handling schemes; the British and Irish Ombudsman Association. Learning Experiences Lectures, visiting speakers, seminar sessions and directed study




LO1: Understand and explain the history, policy and practice of Ombudsmen and Complaint Handling Schemes.

LO2: Understand and explain the relationships between Ombudsmen, Complaints Handling Schemes, Tribunals, Courts and Regulators

LO3: Have an understanding of the role of BIOA and the changing landscape in which Ombudsmen and Complaint Handling Schemes operate

Assessment See Module 5

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Module 2 ADR


BIOA recommended Complaint Handling Standards/Competencies No. 1 (part): Complaint assessment and alternatives to investigating

Content Alternatives to investigating: the pros and cons of internal complaints processes; arbitration; adjudication; courts; mediation; negotiation; tribunals Overview of the mediation process and introduction to and practice of mediation skills including rapport building with people in conflict, reframing, conversation management, constructive challenge, interaction management, questioning techniques, problem solving, options appraisal, securing win/win outcomes and building mutuality

Learning Experiences Lectures, case studies, workshops, participant-led discussion, visiting speaker, and directed study

Audience participation ‘clickers’ may be used to enable participants to check their understanding


Learning Outcomes

On successful completion of Module 2 the participant will be able to:

LO1: Demonstrate knowledge and understanding of the alternatives to investigating

LO2: Explain the different types of ADR

LO3: Understand and use mediation skills

Assessment Self, peer and tutor assessment of competence in role play exercises

See Module 5

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Module 3 Conflict Management


BIOA recommended Complaint Handling Standards/Competencies No. 10 Maintain personal security and safety and be alert to the security of others

Content Understanding conflict - difference between conflict, aggression and violence; managing conflict constructively; techniques for remaining calm during a conflict situation; conflict resolution styles and understanding your own reaction to conflict

Unacceptable actions; querulant complainants; examples of difficult or unreasonable conduct; categories of unreasonable conduct; strategies for managing that conduct; perceptual positions and seeing things from other perspectives, turning arguments into discussions; managing expectations; key communication skills to achieve better outcomes; dealing with difficult phone calls; communications styles and habits

Debriefing and de-stressing – the importance of looking after yourself and colleagues

An overview of personal safety, confidence building techniques, potential threats, office interviews; home visits; vehicle security and public transport; general awareness on the street; security of personal belongings

Learning Experiences Lectures, case studies, workshops, role play, DVD and directed study, small group work and large group facilitation

Audience participation ‘clickers’ may be used to enable participants to check their understanding



LO1: Demonstrate knowledge and understanding of their own responses to conflict and the conflict styles of others

LO2: Understand and use approaches to managing behaviours that they consider to be unacceptable

LO3: Demonstrate awareness of the need to maintain personal security and safety and to be alert to the security of others


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Module 4 Data Management and Data Protection


BIOA recommended Complaint Handling Standards/Competencies No. 8 Effectively managing data

No. 9 Researching, managing and presenting knowledge and information from a variety of source

Content Recording information; storing information – file management; keeping and disposing of data – statutory requirements; IT systems; use of Sticks and laptops; out of office working; working from home; e-mail correspondence Records management tools; records lifecycle approach; designing a file plan; records destruction; legal framework/compliance; management of electronic records and email confidentiality – the law; data protection; how data protection law applies to your organisation; what can and cannot be done with staff information and customer information; special rules that apply to using 'sensitive personal data' (e.g. medical information, criminal convictions, ethnicity data) The role of the Data Protection and Information Commissioner. Action to take if there has been a data protection breach UK/Ireland; Freedom of Information; Right to privacy Research skills; locate and select information and advice from a range of sources; integrate, prepare and supply information including extracting key relevant information from large and/or complex data sources

Learning Experiences Lectures, visiting speaker, workshop, case scenarios and directed study Audience participation ‘clickers’ may be used to enable participants to check their understanding WebCT will enable students to access useful websites, publications, participate in e-tutorials and discussions


LO1: Effectively manage data

LO2: Describe the legal obligations relating to data access

LO3: Understand how to research, manage and present knowledge and information from a variety of source


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Module 5

Personal Work Planning and Working with Diversity 1 day (7 contact learning hours)

BIOA recommended Complaint Handling Standards/Competencies No. 11 Managing your own resources and professional development No. 12 Working together and promoting diversity

Content Performance management; competencies and standards; performance reviews/appraisals; Performance Improvement Plans (PIP); Performance Development Plans (PDP); career planning; understanding diversity; barriers faced by diverse communities; legislative progressions in relation to diversity; good diversity practice

Learning Experiences Students will be exposed to a range of competency frameworks and will assess critically existing performance standards within the Ombudsman service

Students will engage in role plays to examine good practice in the area of performance reviews/appraisal

Students will access multimedia resources looking at the barriers faced by diverse communities

Learning Outcomes On successful completion of Module 5, the participant will be able to:

LO1: Manage their own performance and professional development

LO2: Explore the significance of continuing professional development to employee skills and performance

LO3: Understand the barriers faced by diverse customers and demonstrate knowledge of appropriate legislative requirements

Certificate Assessment Students will produce a 3,000 word essay/dissertation, on a subject relevant to their own work, using a combination of the learning experiences from the Certificate, their own experience and guided research

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EXPERIENCE The Team Carol Brennan is the Academic Director for the Marketing, Retail and Consumer Studies Subject Group. She is the Project Leader for the new BIOA Pilot of the Professional Award and Certificate in Ombudsman and Complaint Handling Practice. Her research interests are mainly in the field of consumer policy and consumer empowerment. Carol is the Director of the Consumer Insight Centre at Queen Margaret University. This Centre is providing training for regulatory services; Ombudsman Schemes and complaint handling organisations; and is also providing research and knowledge transfer services to public, private and voluntary sector organisations. Carol has experience of running a Masters level module on ‘Managing Customer Complaints’. The Scottish Government has recently granted her ‘Approved Contractor’ status for qualitative patient experience research. As part of a Department of Trade and Industry funded initiative between 2000 and 2005, Carol facilitated the development of eighteen Consumer Support Networks and audited consumer advice services. Carol is a Director on the Board of Citizens Advice Edinburgh, a member of the Office of Fair Trading Consumer Education Planning Group and the Consumer Direct Scotland Stakeholder Management Board. Carolyn Hirst is a Consultant specialising in Conflict Prevention, Management and Resolution. She works independently through her own consultancy business, Hirstworks. Carolyn is a former Deputy Scottish Public Services Ombudsman, a post she held from the formation of this Office in September 2002 until 2007. Before that she worked in Social Rented Housing for nearly 20 years, with her last position being Deputy Director of a Housing and Care Organisation. Carolyn is a member of the Chartered Institute of Housing, an Affiliate Member of the Chartered Institute of Personnel Development and a Fellow of the Royal Society of Arts. She is also an accredited and practising Mediator and an Associate Trainer for the National Housing Federation. Her current Board positions include: the Deputy Chair of Tung Sing Housing Association ( a Black and Minority Ethnic Housing Association), Group Board Member and Equalities Champion of the Accent Group ( a community investment business working in Housing, Health, Education and Community Regeneration), a Non-Executive Director of the Scottish Mediation Network and National Housing Federation Council Member. In the past she has been a Citizens Advice Bureau Committee Member and Volunteer Worker. Her work as a consultant has included working as an Independent Complaints Reviewer, carrying out reviews of complaint handling, public sector, voluntary sector and commercial mediations, delivering training on approaches to conflict and complaint handling, workshop delivery and coaching on an Inspiring Leaders programme and conflict coaching for senior staff. Carolyn has an extensive knowledge and understanding of the work of Ombudsmen and complaint handling schemes. While at the SPSO she had particular responsibility for Housing, Health and Local Government and lead responsibility for Quality Assurance, Equalities and Human Rights. She investigated complaints with outcomes leading to change in policy and process at central and local government level, built and maintained relationships with other Ombudsman Schemes, complaint handlers and regulators, and produced guidance on unacceptable actions by complainants, complaint handling and effective apologies. Her understanding of the work of BIOA has been gained through membership of the Editorial Board of ‘The Ombudsman’ Newsletter, and from participating in BIOA events.

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Jane Williams is a lecturer in consumer law at Queen Margaret University and until recently was employed within the Trading Standards Service in both a specialist and managerial capacity. As a senior Trading Standards Manager in Edinburgh, she has direct experience of complaint investigation and the operational and strategic issues surrounding resource allocation in a major UK local authority. Jane has strong links within the Trading Standards field across the UK and extensive experience of running short courses for professionals within that field. Jane has also provided professional training courses to a number of other regulators on a variety of enforcement issues including investigatory powers and the evidence gathering process. Innovative methods of learning have been used, including the use of audience participation ‘clickers’ which students have enjoyed. Course evaluations show high levels of satisfaction with the training. Jane is a member of the Trading Standards Institute and has worked as a consultant on behalf of the Institute. This activity included work on the accreditation of Degree Programmes throughout the UK. Jane is also a professional examiner. Dr. David McGuire is a lecturer in human resource development (HRD) at Queen Margaret University. Having graduated from National University of Ireland, Galway in 1998, with a Bachelor of Corporate Law, he attended University of Limerick, where he attained a Masters of Business Studies in Human Resource Management in December 1999 and a PhD in 2004. His thesis title was ‘The relationship between individual and managerial values and human resource decision-making: a comparative study’. He is a widely known and respected researcher and sits on the Editorial boards of 4 International training journals. His research interests lie in the areas of training and development, competencies, leadership and diversity management. He has received a number of prestigious research awards including the Irish American Fulbright Scholarship awards and Government of Ireland Scholarship award. David has a wide range of consultancy experience having worked as a training consultant for organisations such as Dell computers and AIB Bank. He is a member of the Chartered Institute of Personnel and Development. He also currently sits on the boards of directors of Couple Counselling Lothian and the Rock Trust.

COST PER DELEGATE Professional Award in Ombudsman and Complaint Handling Practice (4 days plus assessment) 6 – 9 October 2009 £1000. Professional Certificate in Ombudsman and Complaint Handling Practice (5 days plus assessment) 1 – 5 February 2010 £1250. Applicants for the Award and Certificate may access a special rate of £2000. The price includes registration for WebCT, support for the assessment and refreshments during the morning and afternoon. Accommodation for the residential programme for the Award: the Accreditation Working Group requested the reservation of 20 rooms for each of the weeks of training. There is an assumption that delegates will want to stay on campus. The cost for Bed and Breakfast is £49 per person per night.

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BOOKING FORM

PROFESSIONAL AWARD IN OMBUDSMAN AND COMPLAINT HANDLING PRACTICE

ORGANISED IN ASSOCIATION WITH THE BRITISH AND IRISH

OMBUDSMAN ASSOCIATION (BIOA)

TRAINING PROGRAMME: 4 Days

COST: £1000

6 to 9 October 2009

Day 1 6 October Complaint assessment and standards Day 2 7 October Law, evidence and procedure Day 3 8 October Communication, evidence gathering and interviewing

Day 4 9 October Decision making, recommendations and report writing

Name of Organisation ………………………………………………… Name of Delegate ………………………………………………… Telephone Number ………………………………………………… Email address …………………………………………………

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Name and address for invoice ………………………………………………… Address: ………………………………………………… ………………………………………………… ………………………………………………… Purchase Order Number (If known) ………………………………………………… Completed forms should be returned to [email protected] Carol Brennan Academic Director (Marketing, Retail and Consumer Studies) School of Business, Enterprise and Management Queen Margaret University Queen Margaret University Drive Musselburgh East Lothian EH21 6UU If the pilot takes place at QMU, please note that there are good public transport links to the campus. However, if you do require a parking space, please provide your car registration number prior to the date of the programme to [email protected] Registration deadline: 14 August 2009 Please note that a minimum number of participants is required for the programme. In the event of lower than anticipated bookings being received, the University reserves the right to postpone, cancel or modify the programme (see below). In order to let candidates know as soon as possible whether the programme will be able to run, you are asked to respond by 14 August 2009.

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mailto:[email protected]


TERMS OF BOOKING Please note, by returning this form and reserving a place, you are making a firm booking. Bookings must be made using this form. Substitutions Named substitutions will be accepted. Requests should be made in writing to [email protected]. Cancellation Failing substitution, cancellation by a delegate will be subject to a charge on a sliding scale up to 100% of the programme fee based on amount of notice. The University reserves the right to postpone or cancel any programme due to lack of delegates. The University reserves the right to cancel any programme due to any reason beyond its control. In the event of postponement or cancellation by the University, delegates will be offered the choice of a full refund or a place on the next available programme.

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BOOKING FORM

PROFESSIONAL CERTIFICATE IN OMBUDSMAN AND COMPLAINT HANDLING PRACTICE

ORGANISED IN ASSOCIATION WITH THE BRITISH AND IRISH

OMBUDSMAN ASSOCIATION (BIOA)


COST: £1250

1 to 5 February 2010

Day 1 1 February Ombudsmen: the historical and political context Day 2 2 February ADR Day 3 3 February Conflict management

Day 4 4 February Data management and data protection Day 5 5 February Personal work planning and working with diversity Name of Organisation ………………………………………………… Name of Delegate ………………………………………………… Telephone Number ………………………………………………… Email address …………………………………………………

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Name and address for invoice ………………………………………………… Address: ………………………………………………… ………………………………………………… ………………………………………………… Purchase Order Number (If known) ………………………………………………… Completed forms should be returned to [email protected] Carol Brennan Academic Director (Marketing, Retail and Consumer Studies) School of Business, Enterprise and Management Queen Margaret University Queen Margaret University Drive Musselburgh East Lothian EH21 6UU If the pilot takes place at QMU, please note that there are good public transport links to the campus. However, if you do require a parking space, please provide your car registration number prior to the date of the programme to [email protected] Registration deadline: 30 November 2009 Please note that a minimum number of participants is required for the programme. In the event of lower than anticipated bookings being received the University reserves the right to postpone, cancel or modify the programme (see below). In order to let candidates know as soon as possible whether the programme will be able to run, you are asked to respond by 30 November 2009.

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TERMS OF BOOKING Please note, by returning this form and reserving a place, you are making a firm booking. Bookings must be made using this form. Substitutions Named substitutions will be accepted. Requests should be made in writing to [email protected]. Cancellation Failing substitution, cancellation by a delegate will be subject to a charge on a sliding scale up to 100% of the course fee based on amount of notice. The University reserves the right to postpone or cancel any programme due to lack of delegates. The University reserves the right to cancel any programme due to any reason beyond its control. In the event of postponement or cancellation by the University, delegates will be offered the choice of a full refund or a place on the next available programme.

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BOOKING FORM

PROFESSIONAL AWARD IN OMBUDSMAN AND COMPLAINT HANDLING PRACTICE

AND

PROFESSIONAL CERTIFICATE IN OMBUDSMAN AND

COMPLAINT HANDLING PRACTICE

ORGANISED IN ASSOCIATION WITH THE BRITISH AND IRISH OMBUDSMAN ASSOCIATION (BIOA)


SPECIAL OFFER

COST: £2000

6 to 9 October 2009

Day 1 6 October Complaint assessment and standards Day 2 7 October Law, evidence and procedure Day 3 8 October Communication, evidence gathering and interviewing

Day 4 9 October Decision making, recommendations and report writing

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1 to 5 February 2010

Day 1 1 February Ombudsmen: the historical and political context Day 2 2 February ADR Day 3 3 February Conflict management

Day 4 4 February Data management and data protection Day 5 5 February Personal work planning and working with diversity

Name of Organisation ………………………………………………… Name of Delegate ………………………………………………… Telephone Number ………………………………………………… Email address …………………………………………………

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Name and address for invoice ………………………………………………… Address: ………………………………………………… ………………………………………………… ………………………………………………… Purchase Order Number (If known) ………………………………………………… Completed forms should be returned to [email protected] Carol Brennan Academic Director (Marketing, Retail and Consumer Studies) School of Business, Enterprise and Management Queen Margaret University Queen Margaret University Drive Musselburgh East Lothian EH21 6UU If the pilot takes place at QMU, please note that there are good public transport links to the campus. However, if you do require a parking space, please provide your car registration number prior to the date of the programme to [email protected] Registration deadline: 14 August 2009 Please note that a minimum number of participants is required for the programme. In the event of lower than anticipated bookings being received, the University reserves the right to postpone, cancel or modify the programme (see below). In order to let candidates know as soon as possible whether the programme will be able to run, you are asked to respond by 14 August 2009.

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TERMS OF BOOKING Please note, by returning this form and reserving a place, you are making a firm booking. Bookings must be made using this form. Substitutions Named substitutions will be accepted. Requests should be made in writing to [email protected]. Cancellation Failing substitution, cancellation by a delegate will be subject to a charge on a sliding scale up to 100% of the programme fee based on amount of notice. The University reserves the right to postpone or cancel any programme due to lack of delegates. The University reserves the right to cancel any programme due to any reason beyond its control. In the event of postponement or cancellation by the University, delegates will be offered the choice of a full refund or a place on the next available programme.


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