• What do you think are the core skills for the role?

    1m 20s

You really have to be a good listener. You have to be able to stop and make sure that the person that you're talking to is allowed the freedom to explain what's happened, how they're feeling, what attempts they've already made to resolve the matter themselves and then discuss that with them and make sure you have a really good understanding of what the issue is and then that gives you maybe a direction on the information and options you can then provide to them that might help them go further with that. The other one I think is making sure that you do stay neutral to the matter and impartial to what's going on you have to be the support person. On some occasions for both parties and you also have to sometimes provide clarification of some things to the club or the association. So it really is very important that you remain impartial and that you don't take sides. There are always two sides to a complaint. And just speaking to one person is not always going to give you a thorough understanding of the whole issue.