NESA Webinar
EXCELLENCE IN THE CUSTOMER EXPERIENCE
Tuesday 14 June 2022
2.00pm AEST (1.30pm SA & NT, and 12 noon WA)
TARGET GROUP
All sector staff
SUMMARY
In a competitive market place, the customer experience is vital to the business success of your employment service.
As an individual, if you are friendly and helpful, you are providing an excellent customer experience. But it is often said that we are only as good as our weakest link.
In this session you will be given an insight on what better practice in delivering excellent customer service is all about.
You will discover simple and effective techniques to help you build a stronger connection with your customers and facilitate a 5 star customer service experience. Join Leonie Lam as she explores excellence in serving your customers including both employers and participants.
WHAT YOU CAN EXPECT
- Strategies to build a strong rapport with the customer online and face-to-face
- Creating the best first impression using mindfulness techniques
- Communicating effectively on the phone and / or face-to-face with your customers
- Creating long-term loyal customers for repeat business
- Being remembered for the quality of your 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, and a certificate to participants.
CONTACT US
For further information on NESA PD training events please contact Amanda Owen +61 3 9624 2311 | EMAIL
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NESA Webinar
TELEPHONE COLD CALLING – IS STILL KING
Wednesday 15 June 2022
2.00pm AEST (1.30pm SA & NT, and 12 noon WA)
TARGET GROUP
It is suitable for people that want to learn the current trends with cold calling, increase contact and success rates over the phone, and improve client engagement.
SUMMARY
Telephone cold calling is regarded by many as a sales technique used extensively through the 90’s and beyond by small operators to large global corporations. Learn why it is back, being utilised again and how it is driving incredible results.
The pandemic has accelerated working from home trends and there are more decision-makers than ever sitting in their home office, waiting for your call, with no gatekeepers to stand in your way.
Email, social media, video – these are all great, but the best way to get a prospect’s attention, and hold it, is still through the phone.
This webinar will help you understand when you would utilise cold calling, the current techniques to get results, and the processes to ensure ongoing performance.
WHAT YOU CAN EXPECT
- Why is cold calling back
- Does cold calling generate results?
- Are you calling like it’s 1995
- Body language on the phone
- Using hooks
- The gatekeeper
- Using surprise to initiate connection
- Tone, voice, words matter
- The power of a good phone script
- Know your employer customer
- The best time to call
- Speed to call trumps all
- Managing objections
- Targets get results
- Specialising for B2B
- 2021 cold calling commandments
- Face to Face the human difference
Facilitator
Raimond Volpe
Raimond is the Director and founder of Dynamo Selling, Australia’s leading sales success training organisation. Dynamo selling has won over 7 international and national awards including the prestigious International Gold Stevie award, and Winner of the Sales training company of the year in Australia in 2020 and 2021.
Raimond has over 25 years sales experience across SME and Corporate organisations in many industries including recruitment, pharmaceutical and finance.
Mindset plays a big part in Raimond’s sales training, as he strongly believes the right attitude is an integral part in a successful sales process. Raimond believes that with a solid sales process, a winning attitude and advanced communication skills, excellence can be achieved in any industry.
Raimond is also International Best-Selling Author in the Self‐Help industry, with his book “Success1010 For Living”. Shortly after its release, it became an international bestseller in 5 countries and has won 6 international book awards.
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 to participants.
CONTACT US
For further information on NESA PD training events please contact Amanda Owen +61 3 9624 2311 | EMAIL
NESA PD BOOST SUBSCRIPTION
BOOST YOUR WORKFORCE CAPABILITY
Are you looking for ways for your staff to develop skills on a regular basis?
INTRODUCING NESA’S PD BOOST SUBSCRIPTION OFFER
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NESA TRAINING CATALOGUES
NESA Webinar
CREATIVE PROBLEM SOLVING IN 60 MINUTES!
Thursday 16 June 2022
2.00pm AEST (1.30pm SA & NT, and 12 noon WA)
TARGET GROUP
All staff
SUMMARY
In the past few decades, leading psychologists and business people alike have discovered that successful problem solvers tend to use the same type of process to identify and implement the solutions to their problems.
This process works for any kind of problem, large or small.
In this 60 minute presentation, HPS founder, Peter Holtmann will give an introduction to the science behind creative problem solving and why it can help both in and out of the workplace.
WHAT YOU CAN EXPECT
- How to understand problems and the creative problem solving process
- What types of information you need to gather and the key questions to ask in problem solving
PETER HOLTMANN
Peter is passionate about being a leader of management teams who want to drive innovation and to inspire communities with their own causes, visions and missions. He uses excellent risk management processes to manage programmes from the highest levels of governance to the daily pursuits of individuals.
Peter is very comfortable in the community sector, where he has helped organisations to undergo change, to commercialise their visions and to build government relations. He has ticked all the big boxes including restructuring, rebranding, mergers, acquisitions, and organisational change. He enjoys presenting to audiences on the technological and philosophical requirements of the industry he is engaging in.
His mantra: motivation is everything, passion is essential, commitment is not an option, leadership is an expression of these ingredients.
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 to participants.
CONTACT US
For further information on NESA PD training events please contact Amanda Owen +61 3 9624 2311 | EMAIL
NESA PD BOOST SUBSCRIPTION
BOOST YOUR WORKFORCE CAPABILITY
Are you looking for ways for your staff to develop skills on a regular basis?
INTRODUCING NESA’S PD BOOST SUBSCRIPTION OFFER
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NESA TRAINING CATALOGUES
NESA Coaching Program
MANAGING CHALLENGING AND AGGRESSIVE CLIENT BEHAVIOUR
ONLINE | 2 PARTS
Tuesday 21 & 28 June 2022
2.00pm AEST (130pm SA & 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 21 June 2022 at 2.00pm AEST.
- 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 28 June 2022 at 2.00pm AEST.
- 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.
Facilitator
Linda Pierson
Linda is a highly skilled and well-regarded coach & trainer in the employment services sector. Her coaching, training, management and leadership experience includes seven years as a trainer and ten years in project & senior management roles with Australia Post and Major Change.
Linda’s strengths as a coach come from her diverse lived-experiences and professional qualifications and training. Her passion for helping people and unique skills have seen her deliver the Bounce Program within employment services across the country in face-to-face training rooms and online through virtual classrooms for many years. She is a dynamic change-agent, with a talent for leading people through change with positivity and courage. Her ability to effortlessly and elegantly influence and motivate people to achieve peak performance makes her highly sort-after as a coach. Linda is a member of the International Coaches Guild. She has several qualifications, including Certificate IV in Training and Assessment, NLP, Human Behaviour Profiling (EDISC), and Mental Health First Aid, and she also speaks fluent French.
cost
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.
CONTACT US
For further information on NESA PD training events please contact Amanda Owen +61 3 9624 2311 | EMAIL
NESA PD BOOST SUBSCRIPTION
BOOST YOUR WORKFORCE CAPABILITY
Are you looking for ways for your staff to develop skills on a regular basis?
INTRODUCING NESA’S PD BOOST SUBSCRIPTION OFFER
EXCLUSIVE TO NESA MEMBERS
NESA TRAINING CATALOGUES
NESA Webinar
MANAGING WORKPLACE ANXIETY IN 60 MINUTES!
Thursday 23 June 2022
2.00pm AEST (1.30pm SA & NT, and 12 noon WA)
TARGET GROUP
SUMMARY
Anxiety and stress are unavoidable in the workplace, as we cross paths with some many different behaviours.
What we can do is manage our anxiety with some useful techniques, such as, :
Peter Holtmann will show you how to:
o Deal with uncertainty by knowing how to manage the event and not the emotion of it;
o Balance your workload to allow sufficient time in a day to regain energy and build stamina;
o Manage perfectionism—the biggest enemy of workplace productivity, it’s not realistic to be 100 percent, 100% of the time;
WHAT YOU CAN EXPECT
For leaders it’s important to practice and demonstrate empathy in the workplace; which is different to sympathy and can be practiced. Listen to Peter Holtmann as he discusses the following:
Ensuring staff feel valued and accepted through the use of challenge, support and recognition;
Promote confidence by leading with gratitude;
Build connection between team members and other teams;
Ensuring that everyone understands that its ok to not be “OK” at times and to seek out support; and
To ensure the workplace detracts from value-less opinions and deals with facts.
Given so many workplaces are work in hybrid conditions the ability to keep workers focussed, positive and constructive requires these human-centred skills.
Facilitator
Peter Holtmann
Peter is passionate about being a leader of management teams who want to drive innovation and to inspire communities with their own causes, visions and missions. He uses excellent risk management processes to manage programmes from the highest levels of governance to the daily pursuits of individuals.
Peter is very comfortable in the community sector, where he has helped organisations to undergo change, to commercialise their visions and to build government relations. He has ticked all the big boxes including restructuring, rebranding, mergers, acquisitions, and organisational change. He enjoys presenting to audiences on the technological and philosophical requirements of the industry he is engaging in.
His mantra: motivation is everything, passion is essential, commitment is not an option, leadership is an expression of these ingredients.
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 to participants.
CONTACT US
For further information on NESA PD training events please contact Amanda Owen: +61 409 122 253 | EMAIL
NESA PD BOOST SUBSCRIPTION
BOOST YOUR WORKFORCE CAPABILITY
Are you looking for ways for your staff to develop skills on a regular basis?
INTRODUCING NESA’S PD BOOST SUBSCRIPTION OFFER
EXCLUSIVE TO NESA MEMBERS
NESA TRAINING CATALOGUES
NESA Webinar
NEGOTIATION SKILLS FOR RESOLVING CONFLICT
Wednesday 29th June 2022
2.00PM AEST (1.30PM SA & NT, AND 12 NOON WA)
TARGET GROUP
SUMMARY
WHAT YOU CAN EXPECT
- Life is a series of negotiations
- First negotiate with yourself
- The 6 key negotiation skills
- Negotiation skills for your career
- Use it or lose it – 4 ways to practice your negotiation
- What’s your negotiation strategy?
- Resolving conflicts
- Negotiation traps
- How to avoid negotiation traps?
- Winning with your negotiation style
Facilitator
RAIMOND VOLPE
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 to participants.
CONTACT US
For further information on NESA PD training events please contact Amanda Owen +61 3 9624 2311 | EMAIL
NESA PD BOOST SUBSCRIPTION
BOOST YOUR WORKFORCE CAPABILITY
Are you looking for ways for your staff to develop skills on a regular basis?
INTRODUCING NESA’S PD BOOST SUBSCRIPTION OFFER
EXCLUSIVE TO NESA MEMBERS
NESA TRAINING CATALOGUES
NESA Webinar
THE ART OF A QUALITY REFERRAL – ADDRESSING JOB SEEKER BARRIERS
Friday 1 July 2022
2.00PM AEST (1.30PM SA & NT, AND 12 NOON WA)
TARGET GROUP
SUMMARY
WHAT YOU CAN EXPECT
Facilitator
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 to participants.
CONTACT US
For further information on NESA PD training events please contact Amanda Owen +61 3 9624 2311 | EMAIL
NESA PD BOOST SUBSCRIPTION
BOOST YOUR WORKFORCE CAPABILITY
Are you looking for ways for your staff to develop skills on a regular basis?
INTRODUCING NESA’S PD BOOST SUBSCRIPTION OFFER
EXCLUSIVE TO NESA MEMBERS
NESA TRAINING CATALOGUES
NESA Webinar
Time & Energy Management Strategies For People Working In Employment
MONDAY 4 JULY 2022
2.00PM AEST (1.30PM SA & NT, AND 12 NOON WA)
TARGET GROUP
All Staff
SUMMARY
WHAT YOU CAN EXPECT
- Time management techniques that will help you focus on the key priorities of your meetings and workload.
- Energy management techniques that will help you preserve your energy and have more energy in your day.
- Examples of high performing individuals – How they manage their time and energy.
Facilitator
LEONIE LAM
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 to participants.
CONTACT US
For further information on NESA PD training events please contact Amanda Owen +61 3 9624 2311 | EMAIL
NESA PD BOOST SUBSCRIPTION
BOOST YOUR WORKFORCE CAPABILITY
Are you looking for ways for your staff to develop skills on a regular basis?
INTRODUCING NESA’S PD BOOST SUBSCRIPTION OFFER
EXCLUSIVE TO NESA MEMBERS
NESA TRAINING CATALOGUES
NESA Coaching Program
Increasing Indigenous Participation – Indigenous Cultural Awareness
ONLINE | 2 PARTS
Wednesday 6 & 13 July 2022
2.00PM AEST (1.30PM SA & NT, AND 12 NOON WA)
TARGET GROUP
SUMMARY
WHAT YOU CAN EXPECT
Over this two part series you will hear Jodi Sampson’s personal narrative and insight into people from Aboriginal and Torres Strait Islander background within the workplace, customer base and community.
Session one: Wed 6 July 2022 at 2.00pm AEST
Information required to better support Indigenous clients and community
Knowledge and understanding of the cultural and social history of Aboriginal and Torres Strait Islander people and the issues they face
Session two: Wed 13 July 2022 at 2.00pm AEST
Knowledge, skills and tools required for effective communication and service delivery to Aboriginal and Torres Strait Islander people.
Expected outcomes
- Awareness and knowledge of Aboriginal and Torres Strait Islander cultural issues and how they relate to your business, your job seekers and your employer placement and retention.
- A practical understanding of how culture shapes our values, attitudes and behaviour.
- Tools for staff who mentor, manage and work with Indigenous job seekers.
- Insight into people from Aboriginal and Torres Strait Islander background within the workplace, customer base and community
Facilitator
JODI SAMPSON
cost
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.
CONTACT US
For further information on NESA PD training events please contact Amanda Owen +61 3 9624 2311 | EMAIL
NESA PD BOOST SUBSCRIPTION
BOOST YOUR WORKFORCE CAPABILITY
Are you looking for ways for your staff to develop skills on a regular basis?
INTRODUCING NESA’S PD BOOST SUBSCRIPTION OFFER
EXCLUSIVE TO NESA MEMBERS
NESA TRAINING CATALOGUES
NESA Webinar
BOOST YOUR STAFF WELLBEING
THURSDAY 7 JULY 2022
2.00PM AEST (1.30PM SA & NT, AND 12 NOON WA)
TARGET GROUP
WHAT YOU CAN EXPECT
Facilitator
MIKE SYMONDS
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 to participants.
CONTACT US
For further information on NESA PD training events please contact Amanda Owen +61 3 9624 2311 | EMAIL
NESA PD BOOST SUBSCRIPTION
BOOST YOUR WORKFORCE CAPABILITY
Are you looking for ways for your staff to develop skills on a regular basis?
INTRODUCING NESA’S PD BOOST SUBSCRIPTION OFFER
EXCLUSIVE TO NESA MEMBERS