The Public Complaints Commission (PCC) on 7-11 October, 2024, held a 5-Days training Program for over 57 members of its staff, on Conflict Resolution and Mediation Skills in Maiduguri, Borno State.
The Facilitator of of the workshop Aysha Hassan, said the training was aimed at enhancing the capacity of the 57 staff members of the Commission to enable them perform their duties effectively, particularly in resolving conflicts and mediating between conflicting parties.
The PCC State Director, Salisu Mohammed El-jummah, while declaring the training open underscored the importance of the program on improving the effectiveness of the Commission in fulfilling its mandate of addressing public complaints, especially within the challenging context of Borno State.
According to the State Director, the primary objectives of the training were, to increase the knowledge and skills of PCC staff in conflict resolution and mediation, to enable staff to handle public complaints and disputes more efficiently and professionally.
Also, to enhance the Commission’s capacity to intervene in conflicts, resolve complaints, and promote peaceful coexistence in Borno State and to equip participants with the necessary tools to mediate complex disputes and resolve complaints amicably, ensuring that all parties are fairly treated.
He disclosed that the five-days program comprised several activities, including, Lectures and Presentations delivered by experienced facilitators that covered various topics such as the fundamentals of conflict resolution, techniques for effective mediation, and handling complex complaints in a public service context.
However, he noted that the participants engaged in practical exercises and role-playing scenarios to apply conflict resolution and mediation strategies in real-world contexts. These exercises fostered teamwork and critical thinking.
Besides, he maintained that group discussions was held and taff members were divided into groups to discuss case studies on conflict scenarios they had encountered in their duties, then shared insights on how the new techniques could be applied to improve the resolution of these issues.
Meanwhile, Aysha Hassan, the Facilitator of the workshop said by the end of the training, as key outcome, sll participants acquired enhanced skills in conflict resolution and mediation, which are critical in resolving complaints effectively.
There was increased awareness of the role mediation plays in fostering peaceful resolution of disputes without escalating tensions, the participants gained practical experience through simulations, enabling them to be better prepared for handling complex and sensitive complaints.
A stronger network of cooperation and collaboration was established among the staff, which will improve teamwork and case management in the Maiduguri office.
One of the participants, Hafsat Bolori, while thanking and commending PCC for the training program, said it was a success as it significantly enhanced the conflict resolution and mediation skills of the 57 staff members who attended.
“This improvement will undoubtedly have a positive impact on the overall efficiency of the Public Complaints Commission in Maiduguri, contributing to the peaceful resolution of public complaints and better service delivery to the people of Borno State,” she said. (NAN) (www.nannews.ng)
