NESA Webinar
Reverse Marketing with Intent
Monday 20 April 2020
2pm AEST (1:30pm in SA & NT and 12 noon in WA)
Target Group
Frontline staff
Summary
We will discuss reverse marketing strategies to place priority 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 YOU CAN EXPECT
- 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
Matt Luttrell has over 15 years’ management experience that many years managing hotels in Melbourne and Geelong and over 10 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.
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 participants, a certificate of attendance.
NESA Webinar
Effective Telephone Techniques to Engage with Job Seekers
Tuesday 21 April 2020
3pm AEST (2:30pm SA & NT and 1pm 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.
The webinar will provide attendees with practical ideas to build their confidence and skills and to improve their success rates.
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
FACILITATOR
Matt Luttrell
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 and is expected to last approximately an hour. Registrants will receive a PDF copy of the presentation and a certificate on completion.
NESA on line two part Coaching Program
Indigenous Cultural Awareness
Friday 24 April and Tuesday 28 April 2020
Starts 2pm AEAT (1:30pm SA & NT and 12 noon in WA)
Target Group
All industry staff
Summary
Extensive cultural knowledge is not necessary in order to become culturally aware. A capacity to recognise that cultural difference exist, and to be open to learning from these differences is the bases of cultural awareness.
This Coaching program is designed to expand thinking and understanding about the Aboriginal and Torres Strait Islander community, its history and contemporary issues; and to facilitate understanding between staff and the Aboriginal and Torres Strait Islander community.
You will be provided with historical legislative and policy development information, as it pertains to Australian Indigenous peoples, to increase understanding of how history relates to current Indigenous Australian socio economic status and behaviours.
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: Friday 24 April 2020 at 2pm 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: Friday 28 April 2020 at 2pm 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
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
Jodi Sampson
Jodi is a proud Gomeroi Man from North-West NSW. Jodi was raised in “Two-Worlds” in Moree and has an entrepreneurial spirit that runs deep, provides leadership, Coaching & Mentoring and role models the cultural values of his family and ancestors.
Jodi’s career spans across all levels of Government, Non-Government, Peak Bodies and Community-Based Organisations. Jodi’s engagement has seen him hold specialised roles and conducted cutting-edge strategic activities to provide access and participation of First Nation People to programs & opportunities that seemed unreachable.
COST
NESA Webinar
Thriving in Change
Wednesday 29 April 2020
2pm AEST (1:30pm in SA & 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. PDF copy of the presentation will be distributed to all registrants and a certificate on completion.
NESA Webinar
Hard Conversations and the relationship-building process
Wednesday 17 June 2020
12 noon AEST (11:30am in SA & NT and 10am 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 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)
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
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 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. A PDF copy of the presentation will be distributed to all registrants, and a certificate for attendees
NESA 2 part Coaching Program
Managing Challenging and Aggressive Client Behaviour
Thursday 18 & 25 June 2020
2pm AEST (1:30pm in SA & 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 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: Thursday 18 June 2020 at 2pm AEST (1:30pm SA & 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: Thursday 25 June at 2 pm AEST (1:30am SA & NT and 12noon 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
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 Webinar
Post Placement Support webinar: Is it just a contact call or are we gathering real intelligence?
Wednesday 24 June 2020
2pm AEST (1:30pm SA & NT and 12 noon in WA)
Target Group
All staff
Summary
Post Placement Support (PPS) is a great way of gathering intelligence that can drive a strong plan to ensure job seekers maximise their sustainable employment opportunity. This task should not be a “tick a box” exercise. It is a critical step to ensure we are identifying any red flags that exist in the early stages of employment and acting upon them accordingly. If performed correctly, PPS will be seen as a genuine value-add to your employer’s customer service experience and will provide a support mechanism for the new employee as they enter into a new environment.
WHAT YOU CAN EXPECT
• Be Prepared – Go in with a plan that is tailored to the employee
• Transparency and Clarity – Is the Employer / Employee clear on the benefits of spending the time to answer these questions?
• Communication – How to identify concerns by listening to words and intonation
• Action Plans – How to record and escalate information to the appropriate person
FACILITATOR
Matt luttrell
Matt Luttrell has over 15 years’ management experience that includes 6 years managing hotels in Melbourne and Geelong and 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.
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.
NESA Webinar
Effective Telephone Techniques to Engage with Job Seekers
Monday 6 July 2020
2pm AEST (1:30pm SA & NT and 12 noon 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.
The webinar will provide attendees with practical ideas to build their confidence and skills and to improve their success rates.
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
FACILITATOR
Matt Luttrell
Matt Luttrell has over 15 years management experience that includes many 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 and is expected to last approximately an hour. Registrants will receive a PDF copy of the presentation and a certificate on completion.
2 part NESA Coaching Program
Effective Case Management within the Employment Services Sector
Friday 17 & 24 July 2020
12 noon (11:30am in SA & NT and 10am in WA)
Target Group
Fontline staff
Summary
Delivery of effective case management is an essential component of the employment services contract delivery. A successful case management framework requires a comprehensive understanding of employment services practices, job seeker barriers and perceptions coupled with a solution-focused, client-centred approach.
WHAT YOU CAN EXPECT
Session one: Effective Case Management – Friday 17 July 2020 at 12 noon AEST (11:30am SA & NT and 10am WA)
- Work within the Employment Services
- Case Management framework Improving participant engagement
Session two: Working with Clients and their Barriers – Friday 24 July 2020 at 12 noon AEST (11:30am SA & NT and 10am WA)
- Addressing participant barriers and perceptions
- Strategies to enhance performance levels
Further details
The coaching program aims to help you to understand and deal with the challenges of a modern-day client-centred employment service. Participants will acquire knowledge on how to engage with clients and to address their barriers within a pragmatic and easy to apply case management framework. Participants are expected to contribute to the discussion and to consider alternative and innovative approaches. The delivery of this coaching program requires ‘learning by doing’, and participants will be encouraged to offer scenarios for discussion.
Each webinar session is expected to run for approximately 60 minutes including ample Q&A and discussion time.
A PDF copy of the presentation will be distributed to all registrants. Once the series has been completed, participants will receive a Certificate of Completion.
FACILITATOR
Sharon Mamo
Sharon is a qualified human services program designer and lecturer with many years of experience in Human Resources. For the last 5 years, she has focused on researching and working with disengaged job seekers and their complex needs. Sharon combines clinical psychotherapy and professionalism with a natural and down-to-earth approach. She is a qualified Drug and Alcohol Facilitator, Psychotherapist & Social Sciences Professional and 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 Webinar
Making The Most of Your Client Hour
Monday 20 July 2020
2pm AEST (1:30pm SA & NT and 12 noon in WA)
Target Group
Frontline
Summary
Your time with each client is limited and once they leave, you often need to jump to the next task/appointment/urgent message. So it is important that as consultants you get the most out of the time that you do have with your clients.
This session will discuss how you can be effective with your hour, how you and your clients can embrace a “do it now” approach and how your activities can lead to outcomes.
The session will focus on prior preparation, the actual meeting/appointment, action planning and how to follow up effectively. It will look at how you can manage your time during your appointments, and for the rest of your day, to ensure that you are getting the most from your time.
Includes: lots of tips to change how you use your time efficiently.
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 the WA president of the Career Development Association of Australia, an internationally certified Continuous Improvement Coach, SME Executive Coach and NLP Practitioner.
