NESA one day workshop
Emotional Intelligence Self – Awareness
NESA Sydney office
Thursday 26 September 2019
9am for tea & coffee for a 9:30am start. Usually finished by 4:30pm
Target Group
All staff
Summary
If your emotional abilities aren’t up to scratch; if you lack self-awareness; if you are not able to manage your confronting emotions; if you lack empathy and have difficulty forging effective relationships, then no matter how smart you are, you are not going to get very far. During this one day workshop, participants will learn the attributes of an emotionally intelligent leader. They will leave with knowledge on how to engender and maintain positive relationships, how to foster success and how to remove obstacles to achieving professional and business results. Emotional Intelligence Self – Awareness will help you and your team go to the next performance level.
This workshop will explore
- Understanding Yourself: your strengths and your weaknesses
- Self-perception: identifying your own self-image and perceptions of others, recognising blind spots
- Communication Skills: understanding your communication style and the communication styles of others
- Managing Emotions: understanding how thoughts and emotions drive your behaviour, and learning mindfulness techniques to diffuse negative emotions
- Positive Thinking: gaining clarity on your consistent beliefs and how they impact you every day
- Motivators: discovering the top 5 key motivators in your career
- Developing Empathy: how to recognise people’s emotions and show empathy at work
- Continuous improvement: strategies to increase your self-awareness and advance your career
FACILITATOR
Leonie Lam
Leonie has been recognised as a leader in Career Development, leading and empowering individuals and teams to enhance their performance at work. Leonie is a qualified Trainer, Speaker, HR Consultant and Career Coach. She has previously held Training and HR positions at Westpac, Commonwealth Bank, Veolia Water and Western Sydney University. She is also the Director of a training and coaching business.
In 2017, she was nominated for the Australian Leadership Excellence Awards, out of 42 nominations, she achieved 6th place in the category of Owner/Entrepreneur Leader of the Year.
As a Trainer, she is passionate about delivering training to help individuals and organisations maximise their performance and make an impact at work. As a Career Coach, she has helped more than 200 people secure employment in Australia. She consistently receives outstanding feedback in her training programs.
Leonie has a Bachelor of Arts, Psychology, a Master of Commerce, Human Resources and a Certificate IV in Training and Assessment.
COST
OTHER
All participants will be emailed a Certificate of Attendance after completion. This workshop can be delivered in-house, where it will be contextualised to reflect your organisational procedures and systems.
The Working Communities
Congress
Indigenous Employment Forum
2-3 October, 2019
National Centre of Indigenous Excellence, Sydney
THE FORUM
The National Employment Services Association (NESA) in partnership with the OECD Local Development Forum is proud to host The Working Communities Congress Indigenous Employment Forum bringing together experts from Australia, Canada, New Zealand and the OECD to consider policy and approaches to increasing employment rates among Indigenous people.
The Forum is an opportunity to gather insights into past and current policies aimed at increasing economic participation, to look at innovative practices happening both in Australia and internationally, and to discuss the future of public policy strategies related to Indigenous employment and participation.
The OECD Local Development Forum will release its report Indigenous Employment and Skills Strategies in Australia at the Forum.
NESA CDP Members' Meeting
THURSDAY 3 OCTOBER 2019
Immediately after the Forum, on the afternoon of Thu 3 Oct, NESA will be hosting a half-day NESA CDP Members’ Meeting at the same venue.
All NESA Member CDP providers, managers and operational staff are strongly encouraged to attend to exchange ideas and best practice specific to CDP.
NESA on-line 3 part coaching Program
DES Employment Consultant Induction
Friday 4 October 2019
Starts 2pm AEST (1:30pm SA & NT and 12 noon WA)
Target Group
Frontline staff
Summary
Do you have new staff commencing? Then consider making this part of your internal induction process.
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 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.
Over three webinar sessions, John Francis 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.
WHAT YOU CAN EXPECT
Session 1 – Introduction, KPI and meeting expectations (Broadcasts on Friday 4 October 2019 at 2pm AEST (1:30pm SA & NT and 12noon WA)
- Brief history of employment services
- Role of the consultant
- Contract and service delivery
- DES contract KPI’s and remaining compliant
- Managing participant expectations
- Core servicing steps
- Social security law
- Consultant tools of the trade
- Appointment management
Activity: Segment your caseload into industry and client cohort groups
Session 2 – Working with participants (Broadcasts on Friday 11 October 2019 at 3pm AEDT (2:30pm SA, 2pm QLD, 1:30pm NT and 12noon 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 National Disability Service Standards – what are they?
Session 3 – Wrap around serving your participants (Broadcasts on Thursday 17 October 2019 at 3pm AEDT (2:30pm SA, 2pm QLD, 1:30pm NT and 12noon 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
Other
Each webinar session is expected to run for approximately 90 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
John Francis
Following many years experience in stock broking and funds management in London and Melbourne, John commenced in the Employment Services industry in 2006. He has ten years experience in DEN/DES (and other industry programmes), in the roles of Case Manager, Recruiter and Training and Assessor. John has delivered accredited motivational training to participants centred on addressing vocational and non-vocational barriers on their own pathway to success. John has developed outstanding communication skills and is experienced in mentoring newer members of staff in their ongoing professional development; including delivering the training and assessing for the Certificate III and IV Employment Services internally. John has very strong employment services networks and has a track record in nurturing and maintaining relationships with service participants and colleagues of all backgrounds
COST
NESA Webinar
Hard Conversations and the Relationship-Building Process
Wednesday 9 October 2019
3pm AEDT (2:30pm in SA, 2pm in QLD, 1:30pm in NT and 12 noon in WA)
Target Group
All staff
Summary
Hard or confrontational conversations are an inevitable part of the job of a front line employment services consultant, and are a critical moment in the relationship-building process. Getting these exchanges right is very important. Getting them wrong is unfortunately very easy.
Join NESA’s Stakeholder and Communications Coordinator, Dr. Colin Harrison, as he explores the key issues underlying effective verbal communication in general, and in confrontational situations in particular.
Colin will explore
- How meaning works (you might be surprised!)
- Communicative styles and their utility
- The fight or flight response and how to manage it
- The importance of “altercentrism”
- Speaking with your ears (active listening strategies)
Expected outcomes
Understanding these things will position you better to deal with hard conversations in a way that allows you to remain calm and focussed. You should come away with strategies to put into place to improve your communicative behaviour, which will have a positive effect on your professional environment, your own peace of mind, and your effectiveness as a front line consultant.
FACILITATOR
Colin Harrison
Dr. Colin Harrison 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 programs. He has a particular passion for, and focus on effective interpersonal and cross-cultural communication.
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.
NESA Webinar
Understanding Mental Health on WORLD MENTAL HEALTH DAY
Thursday 10 October 2019
3pm AEDT (2:30pm in SA, 2pm in QLD, 1:30pm in NT and 12 noon in WA)
Target Group
All staff
Summary
Mental health problems are all too common in our communities, so it is important that we seek to avoid language that could trigger episodes or make matters worse. In addition, front line staff will come across situations where a client needs immediate assistance.
The aim of this webinar is to provide you with information so you can feel comfortable about how you respond to a person with a mental health issue. Tune in and listen to Sharon comprehensively discuss and answer your questions on responding to and supporting a person with a mental health condition within the employment services environment.
The Key elements
- How social norms are formed
- How to speak and interact to avoid triggering episodes or making matters worse
- When something is not quite right
- Referral and follow up
- Helping yourself – building an affirming workplace culture
A special day for the world
Thursday 10 October is World Mental Health Day 2019.
1 in 5 Australians are affected by mental illness, yet many don’t seek help.
Beware, become aware
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 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
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 and a certificate of attendance will be distributed to all registrants.
NESA Webinar
Thriving in Change
Tuesday 15 October 2019
3pm AEDT (2:30pm in SA, 2pm in QLD, 1:30pm in NT and 12 noon in WA)
Target Group
All frontline staff. Share what you learn at this session with your clients.
Summary
Change is a necessity. Without change there would be no progress, but the constancy and speed of change today are demanding from us a level of resilience and flexibility greater than ever before.
The more we explore change, the more we realise that the solution lies in understanding how people deal with change and their strategies for building resilience. Front line staff are encouraged to share what they learn here with their clients.
In 'Thriving in Change' we learn:-
- How our brain equips us for survival and what this means when faced with change
- Why everyone’s response to change is different and how to recognise where we are on the change continuum
- What we can predict about how we respond to change and why it’s perfectly normal
- How to overturn our evolutionary reactions and start to see change from a different perspective
- Strategies for building resilience to deal with change to our advantage
FACILITATOR
Clare Edwards
Clare is a change-maker. She helps organisations to tap into the collective potential of their people so that they can master personal leadership, thrive in change and stay fully engaged. A passionate storyteller and inspiring speaker, Clare takes her audiences on an experiential journey, leaving them filled with new insights, keen to know more and motivated to change. Clare’s corporate background spans 2 decades of working in senior management roles with global IT companies, surviving the dot com ‘boom and bust’ of the early millennium and thriving in complex, fast-paced change environments. Clare makes the complex simple. She has studied neuroleadership extensively and brings theory and concepts to life helping people to uncover the full potential of their amazing brain and its ability to change - without the psychobabble.
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 on completion.
Two Part On-Line NESA Coaching Program
Developing Emotional Intelligence
Wednesday 23 & 30 October 2019
Starts 3pm AEDT (2:30pm in SA, 2pm in QLD, 1:30pm in NT and 12 noon in WA)
Target Group
All 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. This 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.
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 – Wednesday 23 October at 3pm AEDT (2:30pm SA, 2pm QLD, 1:30pm NT, and 12 noon in WA)
Session two: Emotional Intelligence – Strategies to Boost EI – Wednesday October at 1pm AEDT (12:30pm SA, 12 noon QLD, 11:30am NT, and 10am in WA)
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 Mamo is a qualified human services program designer and lecturer with many years of experience in Human Resources. For the last 9 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 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 Webinar
Engaging the Reluctant Participant and How To Get Them Moving
Monday 11 November 2019
3pm AEDT (2:30pm in SA, 2pm in QLD, 1:30pm in NT and 12 noon in WA)
Target Group
Frontline staff
Summary
Systematically addressing the reasons that job seekers put forward for not being gainfully employed goes hand in hand with being an Employment Consultant. But what do we do when the problem is much more complex? We need to become more curious about our participants. What are their barriers? How are these barriers affecting the job seeker’s life? How have they tried to address the barriers in the past? To be effective, we must explore, investigate, understand… engage with our participants.
WHAT YOU CAN EXPECT
Our webinar is aimed at front line staff and site managers who are experiencing this issue and would like to explore some workable options. It will discuss “reengagement” strategies that really work.
What will be covered
- Identifying & addressing complex barriers
- Understanding the reluctant participant
- Building harmonious and sustainable relationships
- Moving the reluctant participant towards employment (are we thinking outside of the box?)
- Change Plan Action (what is it? how does it work?)
FACILITATOR
Leonie Lam
Leonie has been recognised as a leader in Career Development, leading and empowering individuals and teams to enhance their performance at work. Leonie is a qualified Trainer, Speaker, HR Consultant and Career Coach. She has previously held Training and HR positions at Westpac, Commonwealth Bank, Veolia Water and Western Sydney University. She is also the Director of a training and coaching business.
In 2017, she was nominated for the Australian Leadership Excellence Awards, where she achieved a place in the category of Owner/Entrepreneur Leader of the Year.
She is passionate about delivering training to help individuals and organisations maximise their performance and make an impact at work. As a Career Coach, she has helped more than 200 people secure employment in Australia. She consistently receives outstanding feedback in her training programs.
Leonie has a Bachelor of Arts, Psychology, a Master of Commerce, Human Resources and a Certificate IV in Training and Assessment
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.
NESA 2 part on-line Coaching Program
Managing Challenging and Aggressive Client Behaviour
Tuesday 12 & 19 November 2019
Starts 3pm AEDT (2:30pm in SA, 2pm in QLD, 1:30pm in NT and 12 noon in WA)
Target Group
Team leaders, managers, all frontline 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.
WHAT YOU CAN EXPECT
Session one: Self-management, resilience, and communication & listening skills: Tuesday 12 November 2019 at 3pm AEDT (2:30pn SA, 2pm QLD, 1:30pm NT and 12 noon in 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 19 November 2019 at 3pm AEDT (2:30pn SA, 2pm QLD, 1:30pm NT and 12 noon in 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
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.
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.
COST
NESA on-line 3 part Coaching Program
jobactive Employment Consultant Induction
Starts Friday 15 November 2019
Starts 3pm AEDT (2:30pm SA, 2pm QLD, 1:30pm NT and 12 noon in WA)
Target Group
Frontline staff
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 Employment Services Industry jobactive Employment Consultant Induction series can help them feel comfortable and understand the industry context and framework that they are now working in. This will help you to retain staff and to 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 jobactive Employment Consultant Induction coaching program has a focus on the jobactive program 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.
Over three webinar sessions, John Francis will comprehensively introduce staff to the good practice soft skills essential to an effective and efficient employment services delivery. The webinars will take participants through a range of strategies, while also touching on KPI measures and compliance requirements. The model of delivery for this coaching program requires learners to “learn by doing”. Our training is operational and complimentary to your internal induction programs.
WHAT YOU CAN EXPECT
WEBINAR 1 – Appointment and Interview Skills (Broadcasts on Friday 15 November 2019 at 3pm AEDT)
- Brief introduction to the industry
- Consultants’ “tools of the trade”
- Negotiation strategies
- Creating behavioural change
- Effective questioning strategies
- Strategies for client cohorts
- Effective interviewing
- Working with resistance
Activity: Segment your caseload into industry and client cohort groups
WEBINAR 2 – Service Delivery (Broadcasts on Tuesday 19 November 2019 at 1pm AEDT)
- Case management strategies to meet KPI’s
- Case noting strategies
- Creating effective Job Plans
- Job seeker compliance and reporting – high level KPI measures and the continuous improvement role of compliance
- Effective diary management
- Activity management
- Client marketing strategies
- Proof of service
- Resume building
Activity: Demonstrate key steps to meeting service delivery commitments and techniques for speed of placement
WEBINAR 3 – Outcomes Requirements (Broadcasts on Tuesday 26 November 2019 at 3pm AEDT)
- Post placement support process
- Outcome cycle
- Evidence collection
- Strategies for when placements fail
- Strategies to ensure clients declare income
- Technology to support the job seeker and employer
- Workplace modification
Other
Each webinar session is expected to run for approximately 90 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
John Francis
Following many years experience in stock broking and funds management in London and Melbourne, John commenced in the Employment Services industry in 2006. He has ten years experience in in the roles of Case Manager, Recruiter and Training and Assessor. John has delivered accredited motivational training to participants centred on addressing vocational and non-vocational barriers on their own pathway to success. John has developed outstanding communication skills and is experienced in mentoring newer members of staff in their ongoing professional development; including delivering the training and assessing for the Certificate III and IV Employment Services internally. John has very strong employment services networks and has a track record in nurturing and maintaining relationships with service participants and colleagues of all backgrounds.
