NESA Training Events
WEBINAR
Hard Conversations and the Relationship-Building Process
Monday 13 August 2018 | 2pm AEST (1:30pm in SA & NT and 12 noon in WA)
Target Group
All frontline staff & site managers
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 Policy and Communications Officer, Dr. Colin Harrison, as he explores the key issues underlying effective verbal communication in general, and in confrontational situations in particular.
we 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)
FACILITATOR
Dr. 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 programmes. He has a particular love 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. After the webinar finishes, registrants will receive a Certificate of Participation as well as a PDF copy of the presentation itself which can be used as a future resource.
CONTACT US
For further information on NESA PD training events please contact Max Croft: +61 3 9624 2311 | EMAIL
NESA Training Events
WEBINAR
Building rapport in 23 seconds
Thursday 23 August 2018 | 2pm AEST (1:30pm in SA & NT and 12 noon in WA)
Target Group
All staff
Summary
We’ve all heard how much first impressions matter, but when you’re in the sales game, it’s absolutely crucial.
It could be the difference between closing a deal or getting hung up on, in the first phone call.
This webinar will explore how to build rapport with someone in the first 23 seconds and how that can increase your performance, leading to better employer relationships and outcomes.
WHAT YOU CAN EXPECT
- Why it all starts with mindset
- Why the first 23 seconds is crucial to creating a good impression
- Introduction to Emotional Intelligence
- Understanding the four personality types (DISC)
- How to captivate your client’s attention
- Timing your pitch perfectly
- Learning to decrease the amount of rejections
- Understanding the client’s psychology and mindset.
FACILITATOR
Raimond Volpe
Raimond Volpe is an established and experienced sales trainer. He has over 25 years sales experience in the 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 of a successful sales process.
Raimond is the International Best Selling Author of “Success1010 For Living”. He 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.
CONTACT US
For further information on NESA PD training events please contact Max Croft: +61 3 9624 2311 | EMAIL
NESA Training Events
WEBINAR
Effective Telephone Techniques to Engage with Job Seekers
Friday 24 August 2018 | 2pm AEST (1:30pm in SA & NT and 12 noon in WA)
Target Group
Contact staff, reception staff and other frontline staff looking for engagement and retention advice
Summary
The webinar has been designed to support staff primarily working with job seekers over the telephone. They may be calling to gather information about job placements or to arrange case management appointments; they may be providing Post Placement Support or chasing up job seekers who have missed appointments; and of course, it is easier for a job seeker not to cooperate with your staff over the phone than it is in person.
Listen to Matt Luttrell’s upbeat and positive approach for staying on topic and getting what you require. Matt will discuss how you can de-escalate difficult conversations in real time and how to increase job seekers’ co-operation while remaining calm.
WHAT YOU CAN EXPECT
- Preparing the call ahead of time to assure the clarity of your message
- Stress management techniques for centralised contact systems staff
- De-escalating conversations with angry/agitated/confused job seekers
- Techniques for sourcing the information from job seekers that providers need
- After the horse has bolted – engaging and supporting job seekers who independently find work
The webinar will provide attendees with practical ideas to build their confidence and skills and to improve their success rates.
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, ending up in 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. Participants will receive as a PDF copy of the presentation itself which can be used as a future resource.
CONTACT US
For further information on NESA PD training events please contact Max Croft: +61 3 9624 2311 | EMAIL
NESA Training Events
WORKSHOP
Motivating Resistant Clients
Melbourne | Thursday 6 September 2018 | Starts 9.30am sharp
Target Group
This workshop suits frontline staff, especially employment consultants, team leaders and executive staff ; working in the employment services sector
About
Resistant clients require a different level of investment to get them motivated and change their mindsets. This workshop takes a close look at why clients may be resistant, reluctant or suspicious. This 1-day workshop provides employment consultants and practitioners with the skills to positively engage mandated clients and develop workable relationships. It will enable practitioners to confidently deliver effective services and achieve outstanding & sustainable results. Focusing on client accountability, the skills learned will enable consultants to encourage clients to take personal responsibility whilst creating motivation. Instead of struggling when confronted by resistant clients, practitioners can adapt a more constructive method to achieving outcomes. Motivational Interviewing (MI) is a communication method intended to move a person toward change, focusing on exploring and resolving ambivalence as a key to eliciting that change. MI facilitates and engages intrinsic motivation within the client to change behaviour. The practitioner seeks to elicit “change talk” (participant initiating discussion about the idea of changing). A client’s readiness for change may be assessed and Motivational Interviewing provided to suit the clients stage of change. This one-day workshop has been designed to build a framework to engage and motivate resistant clients. The aim of the workshop is to provide staff with the skills to engage reluctant clients, utilising the Stages of Change Model and Motivational Interviewing skills to inspire motivation and enthusiasm.
What is being covered
Identify resistant clients
Understand the reasons for reluctance, including complex barriers
Learn the importance of deliberate and collaborative conversations about change using the Stages of Change Model
Learn motivational interviewing techniques for Employment Services
Learn effective ways to resolve discrepancy and ambivalence
Acquire skills in effective goal setting and change measurement
Learn skills to apply a solution focused, problem solving approach
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 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
At the end of the workshop participants will receive a Certificate of Attendance.
NESA Training Events
3 PART COACHING PROGRAMME
DES 2018 Employment Consultant Induction Coaching Programme
Starts Wednesday 12 September 2018 | 2:00pm AEST
Target Group
New frontline staff
Summary
In a complicated and constantly changing sector, giving the right support to new staff is critical so they can hit the ground running and avoid feeling overwhelmed. Our DES 2018 Employment Consultant Induction series can help new staff to feel comfortable and understand the sector 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 new staff 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 programme 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 make an effective and efficient employment services sector. The webinars will take participants through a range of strategies so they can perform effectively with customers, while touching on KPI measures and compliance requirements. Our training is operational and complimentary to your internal induction programmes. Each session is expected to run for approximately an hour and a half. This live broadcast will include ample Q&A time. The model of delivery for this coaching programme requires learners to “learn by doing” - an active learning approach in which learners will be given work-based activities to be completed as part of the series. Once the series has been completed participants will receive a Certificate of Completion.
Expected outcomes
Session 1 – Introduction, KPIs and meeting expectations (Broadcasts on Wednesday 12 September 2018 at 2pm AEST (1:30pm SA and NT and 12noon WA)
- Brief history of employment services
- Role of the consultant
- Contract and service delivery
- DES 2018 contract KPIs and remaining compliant
- Managing participant expectations
- Core DES 2018 servicing steps
- Social security law
- Consultants’ tools of the trade
- Appointment management
Activity: Research and summarise what a “client-centred service” is.
Session 2 – Working with participants (Broadcasts on Wednesday 19 September 2018 at 2pm AEST (1:30pm SA & NT and 12noon WA)
- Activity discussion
- Case management planning skills to meet KPIs
- 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 Wednesday 26 September 2018 at 2pm AEST (1:30pm SA & 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
- Job in jeopardy
- Individual rights
FACILITATOR
Matt Eldridge
With over 20 years practising 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 achieve stronger outcomes.
COST
NESA Training Events
WEBINAR
Emotional Resilience
Thursday 27 September 2018 | 2.00pm AEST (1.30 SA & NT, and 12noon WA)
Target Group
All staff
Summary
In today’s world it is vital that we are able to cope with challenges and ensure that we are responding appropriately to all situations. This webinar will dive into what emotional resilience is, provide techniques to build emotional resilience in challenging times, and discuss ways to respond to situations out of our control. These techniques can be used to appropriately communicate in any workplace, with any clients or in any situation you are faced with. If you’re interested in developing your level of emotional resilience in our forever changing world, then this webinar is for you.
WHAT will be covered
- Emotional resilience
- Coping mechanisms and how best to use them
- Examples of how emotional resilience can benefit your role and workplace
- Identification of personal areas of improvement for dealing with challenges
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 to member services, indigenous organisations, employment services and various customer service industries. Ana has expertise in grant research, capital raising and unlocking hidden markets.
COST
OTHER
This live broadcast will include ample Q&A time and is expected to last approximately an hour. Registrants will receive a PDF copy of the presentation.
NESA Training Events
WEBINAR
6 things to focus on when working with reluctant job seekers
Monday 15 October 2018 | 3pm AEDT (2:30pm in SA, 2pm in QLD, 1:30pm in NT and 12 noon in 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 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
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.
NESA Training Events
3 PART COACHING PROGRAMME
DES 2018: Performance and Leadership for Site Managers (Formerly known as Essential Skills - Site Manager coaching programme for DES 2018)
starts Tuesday 30 October 2018 | 3:00pm AEDT
Target Group
This is suited for site managers or aspiring managers working with the DES contracts.
Summary
Effective frontline managers are key to achieving performance outcomes and retaining staff. Over 3 webinar sessions, Matt Eldridge will provide managers with the tools to improve their leadership skills and understand how to be fully effective as a frontline manager. The series will take participants through a range of strategies so they can perform effectively with their staff and customers. The training will cover key concepts from frontline management models tailored to DES 2018, and aims to develop a positive and resilient approach to achieving management goals; with a particular focus on helping staff to meet contract KPIs. It is expected that at the end of the series participants will be able to provide leadership and guidance to others and take responsibility for the effective functioning and performance of the team and its work outcomes.
WHAT YOU CAN EXPECT
Session 1 – How to get your staff meeting their KPI's (Broadcasts on Tuesday 30 October 2018 at 3pm AEDT (2:30pm SA, 2pm QLD, 1:30pm NT and 12 noon WA)
Tuning into staff motivations
Developing key team and individual expectations
Moving their comfort zone into the learning zone
Developing and monitoring key lead indicators
Training and continuous improvement
Strong staff review process
Working effectively with office politics
Engaging and improving underachieving staff
Changing negative team behaviours
Mixing it up
Session 2 – What is change management? (Broadcasts on Wednesday 7 November 2018 at 3pm AEDT (2:30pm SA, 2pm QLD, 1:30pm NT and 12 noon WA)
Team planning
Implementing change effectively and quickly
Managing change with your team
What is risk?
Types of risk
Processes around risk management
Managing job seeker attendance
Implementing service delivery and contract commitments efficiently
Tracking budgets
Other performance drivers
Work information flows and processes
Session 3 –DES 2018 Performance management drivers (Broadcasts on Wednesday 14 November 2018 at 3pm AEDT (2:30pm SA, 2pm QLD, 1:30pm NT and 12noon WA)
Outcome cycle
Work information flows and processes
Strong process for maximising placement and outcome performance
Tools for monitoring your activity management for performance increase
How to inspect what you expect
How to make great performance ideas accountable
Key “fast meeting ideas” for results
ESCN/Click Reports
Getting the most from your 3rd party software
Each session is expected to run for approximately 1½ hours. This live broadcast will include ample Q&A time. The model of delivery for this coaching programme requires learners to “learn by doing”, which is an active learning approach in which learners will be given work-based activities to be completed as part of the series. Once the series has been completed, participants will receive a Certificate of Completion.
All registrants for the live broadcast will receive a PDF copy of the presentation
FACILITATOR
Matt Eldridge
With over 20 years practising and studying leadership and management in a range of community and business settings, Matt is committed to innovation and 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. Matt 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; and his focus (and enthusiasm) has always been about providing staff, teams and organisations the training and tools to better achieve stronger outcomes.
COST
Wednesday 31 October 2018
NESA MASTERCLASS SERIES
Leadership and Moral Courage
In the face of current challenges and future change how does leadership impact on your success?
WHAT ARE THE CRITICAL ISSUES TO ADDRESS?
WHY YOU SHOULD ATTEND
Diverse forms of leadership are being celebrated rather than suppressed. People from a variety of backgrounds now have a seat at the table and leadership no longer has one voice – it has become a conversation.
Armed with this knowledge, we are in a position to formulate creative ideas and take action for effective future leadership.
Topics to be covered
Knowledge and application of core leadership capacities for leadership, which involve the self, the organisation and the systems in which we work
An understanding of group dynamics and how to navigate them
An understanding of how to ‘read the room’ and how to identify preferred communication styles
Our Presenters
Dr. Alexandra Walker
Lecturer at the Centre for Social Impact, UNSW Sydney
Adam Creighton
Economics Editor - The Australian
EVENT DETAILS
Wednesday 31 October 2018
9.00am - 3.00pm
PARKROYAL Melbourne Airport, Arrival Dr, Tullamarine VIC 3045
EVENT PRICES
REGISTRATION
-
PRICE INCLUDES:
-
Tea and coffee at registration
-
Morning and afternoon tea
-
Lunch
AGENDA
9.00 - 9.30
REGISTRATION
9.30 - 11.00
Dr. Alexandra Walker
How to Read the Room: The stages of group dynamics and identifying connection types
11.00 - 11.15
MORNING TEA
11.15 - 12.30
Dr. Alexandra Walker
Creating, belonging and safety - even during difficult conversations
12.30 - 1.30
LUNCH
1.30 - 3.00
Adam Creighton
3.00
CLOSE
1 NOVEMBER 2018
NESA LEADERSHIP FORUM
Industry Briefing - Employment Policy
What changes are coming for employment services?
WHO SHOULD ATTEND
NESA members only!
This forum is targeted to CEO’s and Senior Industry Executives in the employment services sector.
Topics to be covered...
Targeted jobseeker compliance framework
Online JSCI Trials – what progress has been made
Working with the political landscape – what we need to consider
Presenters
The Hon Kelly O'Dwyer MP
Minister for Jobs, Industrial Relations and Women
Kelly was appointed as the Minister for Jobs and Industrial Relations in the Morrison Government in August 2018 in addition to her role as Minister for Women, which she was appointed to in December 2017.
She is a member of Cabinet and Cabinet’s Expenditure Review Committee (ERC).
In April 2017, Kelly became the first female Cabinet Minister to give birth whilst in office. She was also the first woman to sit in Cabinet in a Treasury portfolio.
Kelly O’Dwyer was elected to represent the people in Higgins in December 2009.
Kelly has held a number of Ministerial positions including Minister for Revenue and Financial Services from July 2016 to August 2018, Minister Assisting the Prime Minister for the Public Service from December 2017 to August 2018, Minister for Small Business and Assistant Treasurer from September 2015 to July 2016 and Parliamentary Secretary to the Treasurer from December 2014 until being appointed to Cabinet in 2015.
The Hon Sarah Henderson, MP
Assistant Minister for Social Services, Housing and Disability Services
Ms Terri Butler MP
Shadow Minister for Young Australians and Youth Affairs and the Shadow Minister for Employment Services, Workforce Participation and Future of Work
Terri is the Shadow Minister for Young Australians and Youth Affairs, the Shadow Minister for Employment Services, Workforce Participation and Future of Work, and the Member for Griffith. She has served in the parliament since 2014, when she was elected in a by-election after former Prime Minister Kevin Rudd left parliament.
As an MP, Terri co-founded the Parliamentary Friends of Innovation and Enterprise, co-chaired parliamentary friends groups for Tourism, the AFLW, and Meals on Wheels. She has previously served as a Shadow Parliamentary Secretary and Shadow Assistant Minister in the fields of domestic violence, universities, and equality. In the latter capacity she worked closely with the LGBTIQ community in relation to attaining marriage equality. Terri has also served on parliamentary committees for employment, education and training, corporations and financial services, social policy, and parliamentary procedure. In 2014, as a new backbencher, she led Labor’s cost of living committee.
Nathan Smyth
Incoming Deputy Secretary Department of Jobs and Small Business
Janine Pitt
Group Manager - Activation & Work for the Dole Group Australian Government Department of Jobs and Small Business
Janine has held senior positions within the Employment, Education and Human Services portfolios with positons involving legislation and policy development, national procurement, national program management and delivery across a broad range of employment, training, skills and Indigenous-specific programs.
Janine was Minister-Counsellor (Employment) to the OECD in Paris and Australia’s representative to the International Labour Organisation. Prior to commencing in that role Janine was the NSW/ACT State Manager for the Commonwealth Department of Education, Employment and Workplace Relations. In this role she delivered programs and services from across the Education and Employment portfolio including employment, disability and remote employment services, early childhood education and care, Indigenous employment and economic development, youth, skills, labour market, industry and regional strategies.
Janine is currently the Group Manager of the Activation and Work for the Dole Group within the Commonwealth Department of Jobs and Small Business. She manages key program elements of the Government’s national employment services program, jobactive, along with job seeker activation, and participation.
AGENDA
9.00 - 9.30
REGISTRATION
9.30 - 10.00
Sally Sinclair welcomes The Hon Kelly O’Dwyer MP
10.00 - 10.30
Industry Update
10.30 - 11.00
Department of Jobs and Small Business - Janine Pitt
11.00 - 11.30
MORNING TEA
11.30 - 12.00
The Hon Sarah Henderson MP
12.00 - 12.15
Introducing Nathan Smyth
12.15 - 1.00
Industry Caucas
1.00 - 2.00
LUNCH
2.00 - 2.30
Ms Terri Butler MP
2.30 - 3.00
Summary of Day
3.00
CLOSE
EVENT PRICES
#1 DELEGATE
-
Tea and coffee at registration
-
Morning and afternoon tea
-
Lunch
#2 DELEGATE
-
Tea and coffee at registration
-
Morning and afternoon tea
-
Lunch
