TAP












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            * ENOHE first Training Activity Program (TAP)
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            Date and Venue

            • 12th and 13th of June
            • Charles University, Street Celetná 20, Prague 1, (Green auditorium, room n? 141) Google 
            "https://goo.gl/maps/VfCfy1eEMhn2bYge7"]


            Number of places: 40
            TAP Programme [ URL "EAC-41.html "]


            Introduction

            The terms ‘ombud/ombudsman/ombudsperson’ are unfamiliar ones to many people. ENOHE members
            across Europe and further afield, and may be working at national, regional, institutional,
            level in their roles, with a variety of job titles which might or might not include the ‘o

            word. 
            This two-day in-person training activity will allow participants to explore where they fit
            ombudsperson ‘landscape’; what skills and knowledge they bring to the role; and what polic

            procedures they already have or need to develop. Having looked at the broad context the fi
            the rest of the time will focus on the techniques and skills our colleagues agreed, throug
            previously done, to be most relevant for the development of our tasks: conflict resolution

            handling, and mediation/facilitation.
            Outcomes
            • Participants will gain skills on complaint handling, conflict resolution and mediation/f

            • Participants will have a broader picture of Ombudsperson work in Europe;
            • Participants will be more confident to develop their roles;
            • Participants will improve their network connections;

            • Participants will have resources to take back to their own organization and national net
            Topics
            Introduction: European Landscape of Ombudsperson work; Challenges and opportunities of dif

            Ombudsperson work structures.
            Complaint Handling: How should the general complaint management system look; Creating a ge
            handling concerns.

            Mediation: Developing mediation skills; Mediating and/or facilitating focused on the needs
            interests of the parties.
            Conflict Resolution: Learning the principles of Productive Dialogue; Creating an environme

            towards a shared solution.
            Target Audience
            • Ombudspersons

            • People who want to become ombudspersons
            • Members of Ombudspersons Networks
            Certificate of Attendance: In the end of the TAP every participant will receive a certific

            ENOHE.

            Pre-assessment and Post-assessment: Every participant will receive an e-mail with a link t

            short evaluation before and after the TAP.

            Contact Person: Jorge A. Ribeiro Pereira (TAP Coordinator) | e-mail [ MAIL "jorge.pereira(