Jan
16
Wed
Managing Challenging and Aggressive Client Behaviour coaching programme @ National broadcast
Jan 16 @ 3:00 pm – 4:30 pm

NESA Coaching Program

2 PART COACHING PROGRAM

Managing Challenging and Aggressive Client Behaviour

Starts Wednesday 16 January 2019

3pm AEDT (2:30pm in SA, 2pm in QLD, 1:30pm in NT and 12 noon in 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 online coaching program designed to build skills in dealing effectively with challenging behaviour from an employment services 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. Participants are expected to contribute to the discussion of techniques and to consider alternative and innovative approaches. The model of delivery for this coaching program requires “learning by doing”, an active learning approach whereby learners will be given work-based activities to be completed as part of the series

WHAT YOU CAN EXPECT

Session one : Self-management, resilience, and communication & listening skills. Session is being held on Wednesday 16 January 2019 at 3pm AEDT (2:30 pm SA, 2pm 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. Session is being held on Thursday 24 January 2019 at 3pm AEDT (2:30 pm SA, 2pm 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.

Activity after session one

Provide a written example of a time when you were confronted by disruptive behaviour and what you did to de-escalate and minimise the effects.

FACILITATOR

Matt Luttrell (Bounce Australia)

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 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.

Matt Luttrell

COST

NESA Member

$ 120
00
per registrant
  • Prices are inclusive of GST
REGISTER NOW

Non-member

$ 150
00
per registrant
  • Prices are inclusive of GST
REGISTER NOW
Jan
22
Tue
Hidden Job Market- unlocking the secrets to success @ National broadcast
Jan 22 @ 3:00 pm – 4:00 pm

NESA Training Events

WEBINAR

Hidden Job Market- unlocking the secrets to success

Tuesday 22 January 2019    |    3pm AEDT (2:30pm in SA, 2pm in QLD, 1:30pm in NT and 12 noon in WA)

Target Group

All Frontline staff

Summary

In the current competitive job market, there are thousands of unlisted jobs that are out there for your clients. You can learn the secrets to unlocking this market and increasing success. This webinar will explore the various job markets and the best practices to access them. There are hidden markets that need to be unpacked and targeted beyond the traditional methods. Using ongoing and current research and evidence, this webinar will gauge the efficiencies of mainstream job markets compared to the hidden job market to make job search more efficient and practical. If you want your jobseekers to succeed, then this webinar is for you!.

what will be covered

  • Identify the hidden job market and make it work for the client
  • Look and find opportunities in the hidden and mainstream markets
  • Compare the online job market to the traditional market
  • Identify gaps in job search opportunities with job seekers
  • Elevator pitches the 10 Tips and resource

FACILITATOR

Ana Tonkin

Experienced business leader and director of Business Development for the Clariti Group, Ana Tonkin has many years of experience driving improvement, growth and development for businesses across a range of industries from education and training, member services, indigenous organisations, employment services and various customer service industries. Ana’s has expertise in grant researching to capital raising, and unlocking hidden markets.

Ana Rajaeian Clariti Group NESA Industry Partner

COST

NESA Member

$ 60
00
per registrant
  • Prices are inclusive of GST
REGISTER NOW

Non-member

$ 75
00
per registrant
  • Prices are inclusive of GST
REGISTER NOW

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 which can be used as a future resource.

Jan
30
Wed
Planning Pathways to Outcomes @ National broadcast
Jan 30 @ 3:00 pm – 4:00 pm

NESA Training Events

WEBINAR

Planning Pathways to Outcomes

Wednesday 30 January 2019    |    3pm AEDT (2:30pm in SA, 2pm in QLD, 1:30pm in NT and 12 noon in WA)

Target Group

Team Leaders, Employment Consultants and frontline staff

Summary

The webinar is aimed at staff who are meeting with job seekers regularly. Setting goals and strategies for helping job seekers develop their readiness to take up employment is what our sector is all about. In some instances the strategies will be as simple as targeted marketing of employers. However, for those job seekers who have been out of work for some time or who live in recessed labour markets, a longer term approach needs to be taken to helping those job seekers prepare for work.

The webinar will cover the following topics

  • the importance of always having an agenda
  • goal setting with job seekers
  • reverse career planning
  • the action planning process.

FACILITATOR

Rebecca Herbertson

Rebecca holds a Bachelor of Psychology, a Graduate Certificate in Career Development and other qualifications in Training, Management and Human Resources. With over fifteen years’ experience working in Employment Services and nine years delivering industry training, Rebecca is able to relay her knowledge and experience using a common sense approach and an informal manner which is popular with her clients. Her Employment Services work has primarily involved facilitating the Certificate IV in Employment Services throughout Western Australia and assisting organisations with other business needs such as tender writing and policy development. Currently the Director of Training and Compliance at the Betterlink Group, a Western Australian based RTO she is also a professional member of the Career Development Association of Australia, a Member of the Australian Institute of Company Directors and an internationally certified Continuous Improvement Coach, SME Executive Coach and NLP Practitioner.

NESA Training Partner Rebecca Herbertson

COST

NESA Member

$ 60
00
per registrant
  • Prices are inclusive of GST
REGISTER NOW

Non-member

$ 75
00
per registrant
  • Prices are inclusive of GST
REGISTER NOW

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 which can be used as a future resource.

Feb
5
Tue
Assertiveness for Productive Engagement @ National broadcast
Feb 5 @ 3:00 pm – 4:00 pm

NESA Training Events

WEBINAR

Assertiveness for Productive Engagement

Tuesday 5 February 2019    |    3pm AEDT (2:30pm in SA, 2pm in QLD, 1:30pm in NT and 12 noon in WA)

Target Group

All Frontline staff

Summary

How to encourage job seeker compliance, without resorting to demerits ?

The best outcomes for job seekers result from a strong connection with their employment consultant: from mutual respect, honesty and trust. But such relationships can be difficult to establish, unless the consultant knows how to use language to be assertive, rather than aggressive, and supportive rather than passive.

Assertiveness is a skill that comes naturally to only a few people: most of us have to learn it.

Join Dr. Colin Harrison as he explores the high ground between passivity and aggression, and how to get there through attention to crucial communication skills.

FACILITATOR

Dr. Colin Harrison

Colin holds a PhD in Neurocognitive Linguistics, and has 30 years’ experience in the domain of language and communication. He has been a tertiary educator, adult trainer and professional facilitator in Australia, the US and France, and is a Maître de Conférences with the French Éducation Nationale. He has directed academic departments, run cultural adaptation workshops for multinational companies and managed international exchange programmes. He has a particular passion for, and focus on effective interpersonal and cross-cultural communication.

NESA Staff Colin Harrison

COST

NESA Member

$ 60
00
per registrant
  • Prices are inclusive of GST
REGISTER NOW

Non-member

$ 75
00
per registrant
  • Prices are inclusive of GST
REGISTER NOW

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 which can be used as a future resource.

Feb
7
Thu
Post Placement Support webinar: Is it just a contact call or are we gathering real intelligence ? @ National broadcast
Feb 7 @ 3:00 pm – 4:00 pm

NESA Webinar

WEBINAR

Post Placement Support webinar: Is it just a contact call or are we gathering real intelligence ?

Thursday 7 February 2019

3pm AEDT (2:30pm in SA, 2pm in QLD, 1:30pm in NT and 12 noon in 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 component to ensure we are identifying any red flags that exist within early stages of employment and act upon them accordingly. If performed correctly, PPS will be seen as a genuine value add to your employers customer service experience and will provide a support mechanism for the new employee as they enter into a new environment.

What’s being covered

  • 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 for tones and language
  • Action Plans – How to record and escalate information to the appropriate person

FACILITATOR - Matt Luttrell (Bounce Australia)

Matt Luttrell has over 15 years’ management experience that includes 6 years managing hotels in Melbourne and Geelong and a decade 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.

Matt Luttrell

COST

NESA Member

$ 60
00
per registrant
  • Prices are inclusive of GST
REGISTER NOW

Non-member

$ 75
00
per registrant
  • Prices are inclusive of GST
REGISTER NOW

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 which can be used as a future resource.

Feb
13
Wed
Understand How Online Applications and Recruitment Databases are Screening OUT your Job Seekers’ Resumes @ National broadcast
Feb 13 @ 3:00 pm – 4:00 pm
Understand How Online Applications and Recruitment Databases are Screening OUT your Job Seekers' Resumes @ National broadcast

NESA Training Events

WEBINAR

Understand How Online Applications and Recruitment Databases are Screening OUT your Job Seekers' Resumes

Wednesday 13 February 2019    |    3pm AEDT (2:30pm in SA, 2pm in QLD, 1:30pm in NT and 12 noon in WA)

Target Group

Frontline staff

Summary

Have you ever pulled together a great job application, flicked it off, waited, waited and waited, and received no reply ? These days many organisations use HR Software to screen out your documents based on formatting, lack of key words and other things that you may not be aware of.

This topic is particularly relevant to those consultants who are assisting job seekers with online applications. The change from human eyes reviewing the initial application and computer software analysing the application has changed the way successful applications are formatted. This webinar will provide an understanding of those changes and how they are impacting on your job seekers success. It will make you look at your resume templates in a whole new light.

Please note that the content is always being updated and attendees will receive a list of important links.

WHAT YOU CAN EXPECT

  • An understanding of how online applications are processed by screening software – essential to know so your clients aren’t screened out on the first pass
  • The importance of key words in your job seeker’s application – and matching these to the advertisement or industry that they are applying for
  • Formatting and making things pretty – why this doesn’t work with online applications
  • Keeping it simple – how irrelevant or complex information on your online resume or application can be hurting your client’s chances of ending up on the ‘yes’ list

FACILITATOR

Rebecca Herbertson

Rebecca holds a Bachelor of Psychology, a Graduate Certificate in Career Development and other qualifications in Training, Management and Human Resources. With over fifteen years’ experience working in Employment Services and nine years delivering industry training, Rebecca is able to relay her knowledge and experience using a common sense approach and an informal manner which is popular with her clients. Her Employment Services work has primarily involved facilitating the Certificate IV in Employment Services throughout Western Australia and assisting organisations with other business needs such as tender writing and policy development. Currently the Director of Training and Compliance at the Betterlink Group, a Western Australian based RTO she is also a professional member of the Career Development Association of Australia, a Member of the Australian Institute of Company Directors and an internationally certified Continuous Improvement Coach, SME Executive Coach and NLP Practitioner.

COST

NESA Member

$ 60
00
per registrant
  • Prices are inclusive of GST
REGISTER NOW

Non-member

$ 75
00
per registrant
  • Prices are inclusive of GST
REGISTER NOW

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 which can be used as a future resource.

Feb
14
Thu
DES Employment Consultant Induction coaching programme (3 part series) @ National broadcast
Feb 14 @ 3:00 pm – 4:30 pm

NESA Coaching Program

3 PART COACHING PROGRAM

DES Employment Consultant Induction

Starts Thursday 14 February 2019

3pm AEDT (2:30pm in SA, 2pm in QLD, 1:30pm in NT and 12 noon in WA)

Target Group

Frontline staff – New workers in DES

Summary

In a complicated and constantly changing industry, giving the right support to new staff is critical so they can hit the ground running and avoid feeling overwhelmed. Our DES Employment Consultant Induction series can help them feel comfortable and understand the industry context and framework that they are now working with. It will help you to retain staff and avoid having to go through the costly recruitment process again. Our aim is to assist them to settle in quickly and become productive as soon as they can. The series will also be useful for existing staff that need a refresher or are returning to work after a long absence (such as maternity or long service leave).

Our Employment Consultant Induction coaching program has a focus on the DES 2018 core elements and the soft skills required for positive client engagement, job placement and effective post placement support. The sessions are full of observed good practices, tips and advice.

WHAT YOU CAN EXPECT

Over three on-line webinar sessions, Matt Eldridge will comprehensively introduce staff to the components and good practice soft skills that makes an effective and efficient employment services industry. The webinars will take participants through a range of strategies so they can perform effectively with customers, while touching on the KPI measures and compliance requirements. Our training is operational and complimentary to your internal induction programs.
Each session is expected run for approximately an hour and a half. This live broadcast will include ample Q&A time. The model of delivery for this coaching program requires learners to “learn by doing”, which is an active learning approach whereby learners will be given work-based activities to be completed as part of the series. Once the series has been completed you will be forward a Certificate of Completion for your portfolio.

Session content

Session 1 – Introduction, KPI and meeting expectations (Broadcasts on Thursday 14 February 2019 at 3pm AEDT (2:30 pm SA, 2pm QLD, 1:30pm NT and 12 noon WA)

 Brief history of employment services
 Role of the consultant
 Contract and service delivery
 DES 2018 contract KPI’s and remaining compliant
 Managing participant expectations
 Core DES 2018 servicing steps
 Social security law
 Consultant tools of the trade
 Appointment management

Activity: Research and summarise what is a “Client Centred focussed service”

Session 2 – Working with participants (Broadcasts on Thursday 21 February 2019 at 3pm AEDT (2:30 pm SA, 2pm QLD, 1:30pm NT and 12 noon WA)

 Activity discussion
 Case management planning skills to meet KPI
 Participant centred servicing.
 Case note structure and strategies
 Creating effective Job Plans
 Resume building
 Challenges to employment

Activity: Research the Disability Service Standards and Principles – what are they?

Session 3 – Wrap around serving your participants (Broadcasts on Tuesday 5 March 2019 at 3pm AEDT (2:30 pm SA, 2pm QLD, 1:30pm NT and 12 noon WA)

 Activity discussion
 Lifestyle adjustment
 DES Post Placement Support process and strategies for when placements fall over
 Engaging stake holders
 DES Outcome cycle
 Ongoing support
 Work Assist 
 Individual rights

FACILITATOR

Matt Eldridge

With over 20 years practicing and studying leadership and management in a range of community and business settings, Matt is committed to innovation and to motivating teams. A strategic thinker and strong communicator and teacher, Matt’s diverse experience has grown to create very practical approaches to training, management and technology. He has spent many years working for employment services providers over a range of different contracts in the roles of performance management, learning & development, site management and compliance. His focus (and enthusiasm) has always been about providing staff, teams and organisations with the right training and tools to better achieve stronger outcomes.

COST

NESA Member

$ 180
00
per registrant
  • Prices are inclusive of GST
REGISTER NOW

Non-member

$ 225
00
per registrant
  • Prices are inclusive of GST
REGISTER NOW
Feb
15
Fri
Building Rapport In 23 Seconds @ National broadcast
Feb 15 @ 3:00 pm – 4:00 pm
Building Rapport In 23 Seconds @ National broadcast

NESA Training Events

WEBINAR

Building Rapport In 23 Seconds

Friday 15 February 2019    |    3pm AEDT (2:30pm in SA, 2pm in QLD, 1:30pm in NT and 12 noon in WA)

Target Group

All Staff

Summary

We’ve all heard how much first impressions matter and in our industry, positive relationships leading to engagement and retention are absolutely crucial.

Why is it important to build rapport? Because it gets the client’s subconscious mind to accept and begin to process your suggestions. By making them feel comfortable and relaxed, they are open to suggestions.

This webinar will explore how to quickly build rapport with someone.

WHAT YOU CAN EXPECT

  • Why it all starts with mindset
  • Why the first 23 seconds are crucial to creating a good impression
  • Introduction to Emotional Intelligence
  • Understanding the four personality types (DISC)
  • How to captivate your prospect’s attention
  • Timing your pitch perfectly
  • Learn to decrease the amount of rejections
  • Understand the client’s psychology and mindset.

FACILITATOR

Raimond Volpe

Raimond Volpe is an established and experienced Sales Trainer. He has over 25 years of sales experience in the finance, recruitment and pharmaceutical industries. He was the #1 Business Development Manager at Toll People for two years in a row, winning the National Finance Industry’s BDM of the Year Award. Prior to sales, he was the director of Five Finance, a mortgage brokering 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 category with his book “Success1010 For Living”. Shortly after its release, it became an international bestseller in 5 countries. It was #1 in Australia in the Self Help category for 10 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

NESA Member

$ 60
00
per registrant
  • Prices are inclusive of GST
REGISTER NOW

Non-member

$ 75
00
per registrant
  • Prices are inclusive of GST
REGISTER NOW

OTHER

It is expected to run for no more than an hour.

Feb
19
Tue
Reverse Marketing with Intent webinar @ National broadcast
Feb 19 @ 3:00 pm – 4:00 pm

NESA Webinar

WEBINAR

Reverse Marketing with Intent

Tuesday 19 February 2019

3pm AEDT (2:30pm in SA, 2pm in QLD, 1:30pm in NT and 12 noon in WA)

Target Group

Frontline staff

Summary

In this webinar Matt Luttrell will discuss reverse marketing strategies to place priority jobactive and DES job seekers into the hidden job market. The focus is on making contact with specific employers. It will explore getting the job seeker and employment services practitioners ready to make a reverse marketing call, and how to manage the call including handling objections.

The focus of this webinar is not on vacancy development for job matching. So what can you expect? It will cover becoming “one” with the employer so that we understand the fit with the employee and the new opportunity that presents. Reverse marketing isn’t all about providers getting a placement, it’s much bigger than that! The placement is the result – the real key is understanding what the employer is looking for and matching a strong candidate to an opportunity.

What’s being covered:

  • Preparation is key
  • Be in a positive mindset
  • What approaches have the best results
  • What to look for, what to listen for
  • What is the best way to respond to objections

FACILITATOR

Matt Luttrell (Bounce Australia)

Matt Luttrell has over 15 years’ management experience that includes 6 years managing hotels in Melbourne and Geelong and 9 years’ 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.

Matt Luttrell

COST

NESA Member

$ 60
00
per registrant
  • Prices are inclusive of GST
REGISTER NOW

Non-member

$ 75
00
per registrant
  • Prices are inclusive of GST
REGISTER NOW

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 which can be used as a future resource.

Mar
8
Fri
Substance Affected – What You Should Be Aware Of @ National broadcast
Mar 8 @ 3:00 pm – 4:00 pm

NESA Training Events

WEBINAR

Substance Affected – What You Should Be Aware Of

Friday 8 March 2019    |    3pm AEDT (2:30pm in SA, 2pm in QLD, 1:30pm in NT and 12 noon in WA)

Target Group

All Staff

Summary

Listen and interact with Sharon Mamo as she comprehensively discusses and answers your questions on substance abuse. Sharon will discuss the range of and the effects of using illicit drugs and alcohol, and will offer pragmatic tips and advice on how to work with affected clients.

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. She is a qualified Drug and Alcohol Facilitator, Psychotherapist & Social Sciences Professional. She has worked as a psychotherapist in employment services for over 8 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 Member

$ 60
00
per registrant
  • Prices are inclusive of GST
REGISTER NOW

Non-member

$ 75
00
per registrant
  • Prices are inclusive of GST
REGISTER NOW

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 which can be used as a future resource.