Are We Listening? - Presentation at the 2011 ACSA National Conference

Are we listening to older Australians?

At the 2011 ACSA National Conference, Dr Louise Parkes presented research from over 2000 organisations on the extent to which organistions listen to, and act on, staff and client feedback, and the impact of 'listening' on engagement, satisfaction and performance. Louise shared strategies on how feedback can be gathered, understood, and actioned. In addition, she discussed how to create a culture in which the voices of frontline staff, older people, people with a disability and their carers, is heard, valued, and used to improve the organisation and its services.

You can access a copy of the slides Louise presented by clicking here.The audio podcast of the presentation can also be downloaded here (mp3, 39mb)

(If you are interested, you can also access a range of materials presented at the ACSA conference directly from their website here.)

If you would like to find out more about surveying your customers and clients, feel free to get in touch with us.