Middle Management Training Dr. Juan C. Municipal Figueiras
systemic vision of the municipality. The driving function. The role of local middle management. The communication process in the municipality. Techniques to improve communication. Conflict management. Motivation. Leadership roles. Qualities of the leader. Leadership styles. Situational leadership. Negotiation. Basic elements. The negotiations in the municipality. Constructive conflict resolution. Reporting. Keys to the wording. Taxpayer service. "Moments of truth." Listening and observation. Guidelines for action. Complaints and complaints from taxpayers. Taxpayers "difficult." The six steps of the processing of claims.
taxpayer assistance and complaint handling Dr. Juan C. Figueiras
customer orientation in the municipalities and state jurisdictions. The "moments of truth" in relation to the taxpayer. The "Listening" and "observation" in dealing with taxpayers. The "personal style" in dealing with taxpayers. Various personal characteristics of the taxpayers we serve. Handling complaints. Classification of taxpayers or public "difficult." Handling the "emotive" presented by taxpayers. The "non-verbal communication." "How to Guide to the taxpayer."
New Contracts Act GCBA Mr. Carlos Cagnoli Act No. 2095 - Regulatory Decree No. 754/08 of the State Procurement and Contracting. Organization GCBA Procurement System. Regulations. General aspects common to all contracts. Types and forms of recruitment. Bidding Terms and Conditions. Bidding process: preparatory stage. Pre-contractual stage. Contractual stage. Termination of the contract. Penalties and Sanctions.
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