NESA Training Events
WEBINAR
6 things to focus on when working with reluctant job seekers
Wednesday 20 January 2021 at 12.00 noon AEDT (11.30am SA, 11.00am QLD, 10.30am NT and 9.00am WA)
Target Group
Business Development staff, Managers/team leaders, Employment Consultants and Frontline staff.
Summary
This webinar provides staff with explanations of subconscious engagement drivers and the tools to work with the job seeker and employers to create and sustain successful employment outcomes. Consultants will be empowered to ask the right questions, to know what is important, to build rapport, to be authentic in their communication and much more.
WHAT YOU CAN EXPECT
- Become the anchor for positive placements of job seekers
- Get clarity on needs/vision by asking the right questions
- Be authentic in your communication
- ‘Be your word’ – do what you say you are going to do; do it when you say you are going to do it
- Know what is important and deliver on that
- Build rapport, develop a sense of trust which allows you to positively influence your job seekers
FACILITATOR
Matt Luttrell
With over six years’ experience managing hotels in Melbourne and Geelong, and over ten years’ experience in Employment Services in both front line and management roles, Matt has seen it all. He has worked in priority regions where high levels of anti-social behaviour are prevalent. Matt believes that the real secret is to be able to identify a situation and effectively communicate with the individual to gain a mutually agreed outcome.
Matt manages and presents specialist training designed to engage your team and customers. Using the latest in neuroscience techniques, Matt is able to educate groups on the importance of communication, engagement and human behaviour.
COST
OTHER
This live broadcast will include ample Q&A time. It is expected to run for no more than an hour. Registrants will receive a PDF copy of the presentation and participants will receive a certificate of attendance.
NESA 3 part on-line Coaching Program
Introduction to the jobactive Mutual Obligation, Job Plans and the Targeted Compliance Framework
In 3 parts - Wednesday 27 January and Wednesday 3 & 10 February 2021
Starts 12 noon AEDT (11.30am in SA, 11.00am in QLD, 10.30am in NT and 9.00am in WA)
Target Group
Frontline staff
Summary
Build your jobactive skills and knowledge. We have it covered from Mutual Obligation, to Job Plans, to the Targeted Compliance Framework.
Mutual Obligation and the Targeted Compliance Framework are two of the more complex aspects of employment services policy. There are 21 modules in the Learning Centre. In this coaching program you will learn the policy and build the skills to deliver it. This will be an engaging and entertaining learning experience, and you will come away with some great pragmatic learning aids.
WHAT YOU CAN EXPECT
Session one: Introduction to Mutual Obligation and the Target Compliance Framework: – Wednesday 27 January 2021 at 12 noon AEDT
- Mutual Obligation and the Targeted Compliance Framework: What is it? Why do we have it? How do we explain it?
- Scenarios: Meet Alex, he’s your newest client.
- Assessment is the Key
- Learn by doing work-based activity: Complete a strengths based assessment
Session two: Negotiating the Job Plan and managing risk: – Wednesday 3 February 2021 at 12 noon AEDT.
- A Job Plan for Alex
- Reducing the Risk of Non-Compliance
- Learn by doing work based-activity: Prepare a Compliance Risk Management Plan for Alex
Session three: Demystifying the Targeted Compliance Framework: – Wednesday 10 February 2021 at 12 noon
- Setting up Requirements
- Rules for Notification
- ‘This Says I’ve Been Cut Off!’ – Investigating Non-Compliance and Demerits – How Does it Work?
o Provider and Third Party Interviews
o Activities
o Job Referrals and Interviews
o Job Search Requirements
o Unemployment and Work Refusal failures - Innovation time: Minister, I Have an Idea!
Other
Each webinar session is expected to run for approximately 90 minutes including ample Q&A and discussion time.
The model of delivery for this coaching program requires learners to ‘learn by doing’ where participants are expected to contribute to scenarios / solutions and real time discussion.
A PDF copy of handouts will be distributed to all registrants.
Once the series has been completed, participants will receive a Certificate of Completion.
FACILITATOR
Damien Opolski
Many of you will know Damien from his time as the director of the Department’s Learning Centre. Over the years he’s played a key role in the delivery of both policy and systems information and training. If you’ll been in the sector for a while you’ve most likely seen him at an information session or heard him via webinar.
Earlier in his career he spent a number of years on the front line; Damien estimates that he has conducted over 10,000 job seeker interviews and worked with hundreds of employers.
Damien is an excellent communicator, who enjoys interacting and sharing his system expertise with his audience.
Damien has a Bachelor of Economics from Adelaide University, as well as Diplomas in Training and Assessment, and Project Management. He’s also a qualified Teacher of English to Speakers of Other Languages.
COST
NESA Webinar
How to Engage, Sell & Communicate over the Phone
Wednesday 27 January 2021
3.00pm AEDT (2.30pm SA, 2.00pm QLD, 1.30pm NT and 12 noon WA)
Target Group
All staff
Summary
The phone is a powerful business weapon. Whether it’s for contacting clients or making cold calls to potential employers/ customers, the phone is still the most effective selling tool. Like face-to-face selling, phone conversations allow you to build a connection, answer questions and solve problems instantly. Unlike face-to-face meetings it is harder to establish body language or tone and without those visual cues detrimental mistakes can easily be made.
The great news is with a little practice and the right techniques you can learn all the skills, tips and tricks you need to communicate effectively over the phone and make your calls successful. Raimond Volpe has created a roadmap to help you master the phone and gain a competitive edge.
WHAT YOU CAN EXPECT to hear about
- How to be confident and professional in all your phone calls and voicemail messages
- How to build trust and a rapport over the phone
- How to communicate a message that others will clearly understand and remember
- How to make your prospect or client feel important over the phone
- How to sell products and services over the phone
- Tips, tricks and tools for cold calling
- How to create a framework for your phone sales
- How to handle confrontation and objections
- Body language over the phone
FACILITATOR
Raimond Volpe
Raimond Volpe is an established and experienced Sales Trainer. He has over 25 years sales experience in finance, recruitment and pharmaceutical industries. He was the #1 BDM at Toll People for two years in a row, winning the National Finance Industries, BDM of the Year Award. Prior to sales, he was the director of Five Finance, a mortgage broking and insurance company that won many awards including the Allianz & Tower Finance Broker Company of the Year Award in 2007.
Mindset plays a big part in Raimond’s sales training, as the right attitude is an integral part in a successful sales process.
Raimond is an International Best Selling Author in the Self-Help industry, with his book ‘Success For Living’ . Shortly after it’s release, it became an international bestseller in 5 countries. Since then, it has been number #1 in Australia in the Self Help Category for many months in a row
Raimond believes that with a solid sales process, winning attitude and advanced selling skills, excellence can be achieved in any industry.
COST
OTHER
This live broadcast will include ample Q&A time. It is expected to run for no more than an hour.
A PDF copy of the presentation will be distributed to all registrants, and a certificate of attendance for all participants
NESA Webinar
Post Placement Support -Is it just a contact call or are we gathering real intelligence ?
Thursday 28 January 2021
12 noon AEDT (11.30am SA, 11.00am QLD, 10.30am NT and 9.00am WA)
Target Group
Frontline staff
Summary
Post Placement Support (PPS) is a great way of gathering intelligence that can drive a strong plan to ensure job seekers maximise their sustainable employment opportunity. This task should not be a “tick a box” exercise. It is a critical step to ensure we are identifying any red flags that exist in the early stages of employment and acting upon them accordingly. If performed correctly, PPS will be seen as a genuine value-add to your employer’s customer service experience and will provide a support mechanism for the new employee as they enter into a new environment.
WHAT YOU CAN EXPECT
- Be Prepared – Go in with a plan that is tailored to the employee
- Transparency and Clarity – Is the Employer / Employee clear on the benefits of spending the time to answer these questions
- Communication – How to identify concerns by listening to words and intonation
- Action Plans – How to record and escalate information to the appropriate person
FACILITATOR
Matt Luttrell
Matt Luttrell has over 15 years management experience that includes 6 years managing hotels in Melbourne and Geelong and 10 year experience in employment services.
Within employment services Matt started his journey in recruitment and developed into senior management positions where he developed an extensive network and is well regarded for building key stakeholder relationships within the industry. Matt lists his strengths as integrity, honesty and accuracy, all of which are critical components when building and maintaining relationships with key stakeholders.
COST
OTHER
This live broadcast will include ample Q&A time. It is expected to run for no more than an hour. A PDF copy of the presentation will be distributed to all registrants, and a certificate for participants.
NESA Peer Clinic
Employer & Job Seeker Objections Clinic
Friday 29 January 2021
12.00pm AEDT (11.30am in SA, 11.00am in QLD, 10.30am in NT and 9.00 in WA)
Peer Clinic
NESA would like to invite Industry sector front line staff to participate in our regular online Employer & Job Seeker Objections Clinic. This is an exciting opportunity to access expert advice and peer group discussions, on how to overcome the difficult issue of objections.
While the Clinic is an ideal complement for our Employer Engagement Master Class coaching program alumni, it is open to everyone that is experiencing issues with employer or job seeker engagement, and would like an opportunity to have their specific issues addressed.
The Clinic is being held monthly.
You are invited to submit objections in advance and during each session. A mixture of employer and jobseeker issues are welcome.
All scenarios and objection handling discussions will be, respectful and anonymous (or first name only), and occur in a collegial environment.
This is your opportunity to get expert and peer driven advice for tackling those difficult and challenging scenarios.
WHAT YOU CAN EXPECT
After subscribing you discover that you cannot attend this session, then you will be sent a link to the recording.
Each Clinic will address different scenarios, and some Clinics will have pre-recorded or live guest appearances from industry sector experts (Business Development Managers and equivalent).
Participants are encouraged to contribute to scenarios / solutions and real time discussion.
Expected outcomes
The aim of the Clinic is to provide participants with advice, strategies, confidence and a range of responsive comments that can be added to their objection handling tool kit.
Our Topic Experts
Paul Diviny
Paul is an accomplished senior executive and leader in the Employment Services, Financial Services and Consulting industries with extensive international experience in Australia, New Zealand, UK and USA. He has a consistent track record in line management and consulting with Recruitment Companies, Banks, Government, Superannuation Funds, Global Not for Profits, and Multinational enterprises.
Paul’s extensive experience includes:
- Project Management (up to 3 years)
- People Leadership (up to 400 employees)
- Strategic Planning (up to $60 billion footings) and Budget Management (up to $50m)
- Business Development (up to $2 billion turnover) and Marketing (new product development and management)
- Operations Management/Shared Services/IT (Wealth & Banking)
Paul is a “hands on” project leader and line manager whose ability to easily switch between the bigger picture and the detail has been the key to his success. He runs a strategic sales consulting and training business in addition to his other responsibilities.
Rex Eagle
Rex has a business development and strategic planning background across a wide variety of industries. Specialising in relationship development, sales initiatives and customer service. He has direct management experience along with business development expertise, having owned and operated wholesale and retail businesses for many years. Rex’s has extensive experience in the Employment Sector having developed and delivered workshops and consultancy services to 100+ providers.
Rex is someone you will enjoy having alongside your business. He has a clear focus on consistent and reliable results and effective relationship management. He brings enthusiasm for problem solving and an abundance of positive energy. His business experience enables clarity and purpose to be bought to management meetings, training programs and coaching sessions.
COST
Date and time
The Employer & Job Seeker Objections Clinic will be held on the last Friday of the month.
All Clinic’s start at 12 noon AEDT, and each session is expected to run for approximately 60 minutes including ample Q&A and discussion time.
CONTACT US
For further information on NESA PD training events please contact Max Croft: +61 3 9624 2311 | EMAIL
NESA online 2 part Coaching Program
Developing Emotional Intelligence
Friday 5 & Monday 8 February 2021
Starts 3.00pm AEDT (2.30pm in SA, 2.00pm in QLD, 1.30pm NT and 12 noon WA)
Target Group
All front line staff
Summary
Emotional intelligence is the capacity to understand and manage your emotions. The skills involved in emotional intelligence are: self-awareness, self-regulation, motivation, empathy and social skills. The training explains what EI is and its role in improving performance in the workplace. Emotional intelligence also strengthens relationships among co-workers, contributing to a stable team in the workplace and to harmonious internal and external relations.
WHAT YOU CAN EXPECT
Our Coaching Program is based on the 5 domains of Emotional Intelligence:
- Self-Awareness – Understanding how self-aware participants are; reviewing the value of self-awareness and providing an opportunity to develop self-awareness skills.
- Self-Management – Appreciating that we manage ourselves based on our values, attitudes and beliefs; looking at methods of improving self-management and overcoming negative ‘self-talk’.
- Self-Motivation – A look at how personal goals drive our self-motivation, how our beliefs, values and attitudes can affect our motivation and some valuable techniques for personal improvement.
- Empathy – Helping participants appreciate the need for empathy and providing the methods for doing it.
- Handling Relationships – Bringing the previous skills together to become ‘socially intelligent’; looking at real life situations and how emotional intelligence plays a part; reviewing ways of further improving relationships using emotional intelligence.
The Coaching Program is delivered in two parts on-line as one hour webinar sessions
Session one: Emotional Intelligence – Understanding EI in Employment Services
Learn about the five domains
How to enhance your EQ
The EI models – Triune Brain Theory – The BRA model – Goleman’s Model
The Mood metre and the Mood Rule
Session two: Emotional Intelligence – Strategies to Boost EI
Putting Emotional Intelligence into your practice
Coaching Program Outcomes:
At the end of this training course, your participants will be able to:
- Be aware of emotions and the impact they have on their performance
- Recognise and understand emotions in others and how to adapt their behaviour to suit
- Regulate their emotions and so enhance performance
- Handle and inspire emotion in others
Environmental Outcomes:
- Managers and supervisors are better able to maintain a positive work environment
- Employment consultants can better manage complex clients and their cases
- Business development staff are better able to influence positive outcomes, particularly when handling difficult prospects, tough negotiations or fall outs, as commonly seen in this industry
- Staff are better equipped to handle conflict and to make all customers feel like they are being listened to and understood – this has a positive effect on customer engagement, branding and retention.
- Staff are better equipped to handle the ever-increasing pressures of a changing business landscape.
Other
Each webinar session is expected to run for approximately 60 minutes including ample Q&A and discussion time.
A PDF copy of the presentation will be distributed to all registrants.
Once the series has been completed, participants will receive a Certificate of Completion.
FACILITATOR
Sharon Mamo
Sharon is a qualified human services program designer and lecturer with many years of experience in Human Resources. For the last 5 years she has focused on researching and working with disengaged job seekers and their complex needs. Sharon combines clinical psychotherapy and professionalism with a natural and down-to-earth approach. Sharon is a qualified Drug and Alcohol Facilitator, Psychotherapist & Social Sciences Professional. She has worked as a psychotherapist in employment services for many years. As an expert in encouraging mandated and resistant clients to change, she keynotes at national conferences on topics of behavioural change, AOD, mental health and neuropsychotherapy.
COST
NESA online 2 part Coaching Program
Motivating Resistant Job Seekers - Conversations About Change in Employment Services Delivery
Friday 12 & 19 February 2021
Starts 3.00pm AEDT (2.30pm in SA, 2.00pm in QLD, 1.30pm NT and 12 noon WA)
Target Group
All front line staff
Summary
Lack of motivation is an increasingly difficult barrier to manage in employment services. The covid-19 pandemic, coupled with existing obstacles is affecting our jobseekers motivation to participate in activities and job search.
Working with resistance can take its toll on staff, it becomes tiresome and frustrating. Resistance can be intermittent or ingrained. This inflexible pattern of relating, perceiving and thinking, requires a different level of investment to get clients engaged, focused and moving into employment.
WHAT YOU CAN EXPECT
This 2 part online coaching program will build a framework to engage and motivate resistant clients. It will provide you with the motivational interviewing skills to engage resistant clients, and to inspire motivation and enthusiasm.
Hear about the framework and tools, in order to achieve outcomes and to retain a positive attitude in an ever changing and demanding industry. Focusing on client accountability, the skills will enable you to encourage clients to take personal responsibility whilst stimulating motivation. Instead of struggling when confronted by resistant, you will be able adapt a more constructive method in achieving outcomes.
The coaching program is a necessity for all front line staff and management.
Expected outcomes
- Understand the reasons for resistance
- Understand the Stages of Change and how they apply to employment Services
- Learn motivational interviewing techniques
- Learn the importance of deliberate and collaborative conversations about change targeted questions to elicit change
- Learn effective ways to resolve discrepancy and ambivalence
- Acquire skills in effective goal setting and change measurement
Other
Each webinar session is expected to run for approximately 60 minutes including ample Q&A and discussion time.
A PDF copy of the presentation will be distributed to all registrants.
Once the series has been completed, participants will receive a Certificate of Completion.
FACILITATOR
Sharon Mamo
Sharon is a qualified human services program designer and lecturer with many years of experience in Human Resources. For the last 5 years she has focused on researching and working with disengaged job seekers and their complex needs. Sharon combines clinical psychotherapy and professionalism with a natural and down-to-earth approach. Sharon is a qualified Drug and Alcohol Facilitator, Psychotherapist & Social Sciences Professional. She has worked as a psychotherapist in employment services for many years. As an expert in encouraging mandated and resistant clients to change, she keynotes at national conferences on topics of behavioural change, AOD, mental health and neuropsychotherapy.
COST
online 5 part NESA Coaching Program
Employer Engagement Master Class
Starts Monday 15 February 2021
12 noon AEDT (11.30am SA, 11.00am QLD, 10.30am NT and 9.00am WA)
Target Group
Frontline staff
Summary
This virtual and interactive, five by one hour modular coaching program equips you and your team with a systematic approach to employer engagement.
You will learn to initiate and maintain stronger relationships with employers that build tenacity and optimism in your business.
We will work through an online, interactive presentation and comprehensive ‘how-to’ manual, including valuable strategies, tools, and exercises. Skills acquired are immediately deployable and regular debriefs on skill attainment occur throughout the modules.
WHAT YOU CAN EXPECT
- Session one: Participant learning objectives, employer engagement prerequisites and introduction to the Seven Step Employment Engagement Framework: Monday 15 February 2021 at 12 noon AEDT
- Session two: Targeting relevant employers and comfortably and effectively approaching them to arrange meetings: Wednesday 17 February 2021 at 12 noon AEDT
- Session three: Engaging employers remotely, building rapport to uncover job opportunities and analysing jobs on offer: Friday 19 February 2021 at 12 noon AEDT
- Session four: Presenting candidates professionally and gaining commitment by confidently handling employer objections: Tuesday 23 February 2021 at 12 noon AEDT
- Session Five: Maintaining and keeping employer relationships in tough times: Thursday 25 February 2021 at 12 noon AEDT
The model of delivery for this coaching program requires learners to ‘learn by doing’ where by participants are expected to contribute to the discussion and complete tasks.
Other
Each webinar session is expected to run for no more than 90 minutes including ample Q&A and discussion time.
Once the series has been completed, participants will receive a Certificate of Completion.
FACILITATOR
Paul Diviny
Paul Diviny is a B2B solution sales expert with over 30 years’ experience in sales, marketing, sales management, and general management roles.
Paul has led large B2B sales teams in employment services, banking, and superannuation.
He consults to ASX200, multinational, Federal and State Government, Not for Profit, and medium to small enterprises. Paul’s business – Prospert – covers includes training, strategic consulting, and coaching and mentoring.
Paul’s Key areas of expertise:
- STRATEGY: identifying organization challenges, solving problems, business cases to justify investment, detailed planning to execute the strategy and achieving desired business outcomes, developing organisational change programs
- PERFORMANCE IMPROVEMENT: lifting customer satisfaction and market share; reducing costs and waste; improving sales effectiveness; increasing employee morale; and improving organizational capability via new operating model designs
- BUSINESS DEVELOPMENT: commercialization of start up businesses and taking fast growing businesses to higher levels through strong sales leadership
- OPERATIONS MANAGEMENT: hands on leadership of large, multi-disciplinary teams, oriented to common goal (customer, staff and shareholder satisfaction); collaborating with front office business units/vendors
- BUSINESS TURNAROUNDS AND REALIGNMENTS: creating a customer focused culture via stakeholder engagement on vision and strategy, executing the transition to a more sustainable model
COST
NESA 2 part Coaching Program
Managing Challenging and Aggressive Client Behaviour
Tuesday 16 & 23 February 2021
Starts at 3.00 pm AEDT (2.30pm SA, 2.00pm QLD, 1.30pm NT and 12 noon WA)
Target Group
All staff
Summary
When working with people from different walks of life on a daily basis, and often requesting them to undertake activities they may not be enthusiastic about, some level of challenging behaviour is inevitable. This is a two session on line coaching program designed to build skills in dealing effectively with challenging behaviour from an employment service industry perspective.
The coaching program aims to provide you with all the skills to help you understand and deal with the challenges of a modern-day client-centred employment service. Participants will acquire knowledge on how to enhance their communication techniques and to avoid conflict in the workplace. The model of delivery for this coaching program requires ‘learning by doing’, an active learning approach, whereby participants are expected to contribute to the discussion of techniques and to consider alternative and innovative approaches.
WHAT YOU CAN EXPECT
Session one: Self-management, resilience, and communication & listening skills: Tuesday 16 February 2021 at 3.00 pm AEDT (2.30pm SA, 2.00pm QLD, 1.30pm NT and 12 noon WA)
- Understand the principles of how to self-manage and remain resilient in confronting situations.
- How to maintain safe limits and set client expectations.
- Understand how good communication can influence people.
- Learn how to develop effective listening skills and assist clients to develop new skills in communication
Session two: Barriers and limiting client behaviour, responding effectively, and maintaining personal and others safety: Tuesday 23 February 2021 at 3.00 pm AEDT (2.30pm SA, 2.00pm QLD, 1.30pm NT and 12 noon WA)
- Understand the barriers to effective communication and how to maintain limits on client behaviour
- How to recognise and deal with clients effectively when you feel like you are being provoked.
- Have opportunities through case examples to link theory to practice and application for a safe environment.
Other
Each webinar session is expected to run for approximately 60 minutes including ample Q&A and discussion time.
A PDF copy of the presentation will be distributed to all registrants.
Once the series has been completed, participants will receive a Certificate of Completion.
FACILITATOR
Matt Luttrell
With many years experience managing hotels in Melbourne and Geelong, and over ten years experience in Employment Services in both front line and management roles, Matt has seen it all. He has worked in priority regions where high levels of anti-social behaviour are prevalent.
Matt is educated and experienced in conflict management believing that the real secret is to be able to identify a challenging situation and effectively communicate with the individual to gain a mutually agreed outcome.
