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“HOW TO WIN PUBLIC CONFIDENCE AS COVERNMENT OFFICIALS"-100 Sheets for Effective&Efficient Public Administration

 事業名 開発途上国等の公務員の人材育成に関するプログラムの開発
 団体名 公務研修協議会 注目度注目度5


Sheet 92

 

"GOOD SERVICE BY A UNIT CHIEF"

 

I participate in a cultural activities circle with other members of my community. A month ago, a representative from our circle received a notice from the municipal culture center that there would be a lecture by a famous critic held for cultural circles. The number of people from each circle that could attend was limited to five. Our circle decided to apply for these five places, one of which was to be for me.

A relative of our representative died quite recently, however, and he was so busy with this that he forgot to apply for the lecture on behalf of our circle. It was three days after the application deadline and two days before the date of the lecture that he realized what had happened.

As manager of the circle, I rushed to the culture center and talked with an employee at the counter. I explained to him why we were late to apply and asked if he could, under the circumstances, accept our application at this stage.

He replied, "The application procedure has already been completed and the maximum number of places have been filled." "If all five members are unable to attend, could you possibly concede to admitting two or three ?", I requested, but he flatly refused. "I have already explained the maximum number of places have been filled. There are no seats left for two or three more."

I left the counter and placed a call to a person I know in another circle. I explained our situation and asked her a favor. She understood immediately and agreed that two members of her circle would give their seats for the lecture to two members of ours. I returned to the counter to explain and submit application forms for these two members.

The employee behind the counter said harshly, "There can be unauthorized trade of places between circles. Only after this circle submits a paper confirming the absence of two members will we accept your application."

I tried again, "I know the representative of this circle very well and she agrees to this exchange Let me submit a paper on her behalf to confirm this absence and make my application at the same time so that I don't have to return here."

"Rules are rules. We mailed a notice well in advance of the deadline and you neglected to apply on time. Now, you expect me to make concessions. It is you who are at fault, not I." He yelled and refused to continue the conversation.

I was totally at a loss as to what to do next. Just then, a middle aged woman came through to the counter from the office behind asking, "Is there something wrong ?" The employee behind the counter turned around muttering, "Ah, Chief !" He explained something to her, after which the chief gave me a couple of application forms saying, "Exchange of two members, no problem !"

I was extremely relieved by the action of the chief, but felt somewhat uneasy about the process at the counter

 

(Discussion Points)

・What do you think about the attitude of the employee behind the counter ?

・What do you think about the response of the chief ?

 

 

 

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集計期間:成果物公開〜現在
更新日: 2022年8月6日

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2.「開発途上国等の公務員の人材育成に関するプログラムの開発」の報告書
3.将来あるべき人事管理を考えるための基礎調査(平成10年)
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