The Foreign Service Institute (FSI) conducted a seminar-workshop to equip personnel from the Office of Consular Affairs (OCA)  of the Department of Foreign Affairs (DFA) with necessary skills in handling and interacting with clients effectively at the Institute’s Carlos P. Romulo School of Diplomacy on 12-13 June 2015.

The said seminar-workshop was crucial to the successful delivery of frontline services.

Dr. Ma. Vida Caparas, a seasoned practitioner of industrial psychology and an accredited government trainer, lectured on customer service, which was complemented by gender-sensitive perspectives and cultural awareness. She also gave a special session on stress management to help the participants cope with the effects of operating in a high-pressure work environment.

Participants undergo workshops that bring out the necessary skills to handle clients effectively.
Dr. Caparas (standing) shares her experience and expertise in industrial psychology.
Participants work together to produce outputs during one of the workshops.