Module 3: Extras and more training
This is where you will find new material sourced to help you in your role as an MPIO. It builds on the previous training and considers some of the more advanced 'soft skills' required in the role.
Introductory video for this module
In our louder and louder world, says sound expert Julian Treasure, "We are losing our listening." In this short, fascinating talk, Treasure shares five ways to re-tune your ears for conscious listening — to other people and the world around you. Some very useful strategies to improve your listening.
If you are interested in learning more about Julian Treasure's work on listening skills he has online courses available from his website at http://www.juliantreasure.com
Conflict of interest
One of the important issues to understand about the role of the MPIO is where you may have a conflict of interest. Conflict of interest can be quite complex and difficult to identify. It's not always obvious there is one! Take a look at the video below from the University of Texas - McCombs School of Business. This video is part of their Ethics Unwrapped series. It raises some interested issues around conflict of interest and explains it in a very engaging way.
While this may seem an odd topic to see here as part of MPIO training - let's think about it! In your role as an MPIO people will come to you with a concern or a complaint. Their first impression and reaction to you, and hence their willingness to discuss the issue with you, is as much dictated by your body language as it is by what you say. Your body language is very important, particularly in the first moments of discussion. If your body language is negative the complainant will pick up on this. It will make your job harder. If it is overly positive it may be construed as insincere. Your body language says a lot about you and the reaction you have on other people. So what is the best body language? Take a look at the fascinating TED Talk from Amy Cuddy, a world expert on body language, who reveals some of the do's and don't's of body language. As Amy says, 'small tweaks can make a big difference'.
Listening to the truth!
Now you are a good listener, let's think about what you are listening to? While, in some respects, it does not matter what the issue is you are listening to because your role is to give procedural information about complaint handling, the reality is that you will react to what people are telling you.
The other reality is that people will lie to you. Shocking isn't it! There are all sorts of reasons for this, not least because the person is possibly in a heightened emotional state when they come to talk to you and that has a very strong impact on how they have interpreted events. The last thing you want is to be drawn into collaborating in a lie.
Pamela Meyer is the author of a book called 'Liespotting'. In the video below she gives a brilliant illustration of the manners and hotspots used by those who are trained to recognise deception. As Pamela says "when you combine the science of recognising deception with the art of looking and listening, you exempt yourself from collaborating in a lie."
You see that people will not necessarily lie to you on purpose. But their version of what has happened is influenced by all sorts of things that are beyond your control and understanding. This is why it is important to remain impartial and to try to keep a clear head and maintain your role.
Below is another video that will help on 'the science of lying' by the SciShow - if this interests you then this is really worth watching!
Watch the introductory video first then work your way through the material below or target issues raised in particular videos.
This module contains a lot of support material you can use to help you in your role as an MPIO. We include material that builds on what you have learned in the face-to-face and online training, rather than duplicate it. We even look at new topics not covered so far in the training, such as body language and how to spot if someone is not telling you the whole truth!
If there is a topic you think we should cover in this module, but haven’t as yet, please get in touch and let us know. We want to build on the material here and give you as much relevant support as possible.
More useful downloads
This is where you will find useful downloads relevant to the content addressed here. Some of the downloads you may already have from the online training. Others have been included as additional resources should you have an interest or need them.