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
EVENT REGISTRATION
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NESA Community Development
Program Forum
Supporting strong delivery now & stronger design for the future
NESA MEMBERS ONLY EVENT!
It has been over twelve months since Community Development Providers (CDP) providers have had a chance to come together and discuss innovations, opportunities, and challenges within the program.
During that time, we have seen a range of policy and program decisions implemented, and the election of the Albanese Government.
Over the next twelve months, there are opportunities to improve the way we support job seekers and employers in remote communities.
The opportunity also exists to contribute to the design of a new approach to remote employment services.
Providers should attend to:
• Connect and network with other service providers
• Hear from the Department on the current policy and program parameters affecting remote employment services
• Inform and shape NESA’s policy contribution to the redesign process
MORE INFO COMING SOON!!
Event Details
VENUE
CANBERRA SOUTHERN CROSS CLUB
92-96 Corinna St, Phillip ACT 2606
FORUM
2 DAY EVENT
Wednesday 20 & Thursday 21 July 2022
8.30 - 9.00 Registrations
9.00 - 5.00 Forum
PRICE
NESA MEMBERS ONLY
$599.00pp
GST inclusive
CONTACT US
Alicia Weiderman
0432 919 899
aliciaw@nesa.com.au
NESA Webinar
Developing Your Job Seeker’s Confidence And Self-Esteem
WEDNESDAY 20 JULY 2022
2.00PM AEST (1.30PM SA & NT, AND 12 NOON WA)
TARGET GROUP
SUMMARY
WHAT YOU CAN EXPECT
- The best mindset to empower those with low self esteem
- Leadership techniques to bring out the best in your jobseekers
- The value of developing assertiveness skills
- Powerful body language tips and tricks
- Speaking skills to help your clients present themselves with confidence
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
EVENT REGISTRATION
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
Motivating Resistant Job Seekers
ONLINE | 2 PARTS
Tuesday 23 & 30 August
2.00pm AEST
TARGET GROUP
Frontline staff and management
SUMMARY
Lack of motivation is an increasingly difficult barrier to manage in employment services. The recent covid-19 pandemic, lingering rules, coupled with existing obstacles is affecting our job seekers motivation to participate in activities and job search.
Working with resistance can take its toll on staff, it becomes tiresome and frustrating. Resistance can be intermittent or ingrained. This inflexible pattern of relating, perceiving and thinking, requires a different level of investment to get clients engaged, focused and moving into employment.
WHAT YOU CAN EXPECT
This 2 part online coaching program will build a framework to engage and motivate resistant clients. It will provide you with the motivational interviewing skills to engage resistant clients, and to inspire motivation and enthusiasm.
Hear about the framework and tools, in order to achieve outcomes and to retain a positive attitude in an ever changing and demanding industry. Focusing on client accountability, the skills will enable you to encourage clients to take personal responsibility whilst stimulating motivation. Instead of struggling when confronted by resistant, you will be able adapt a more constructive method in achieving outcomes.
The coaching program is a necessity for all frontline staff and management.
Expected outcomes
Understand the reasons for resistance
Understand the Stages of Change and how they apply to employment Services
Learn motivational interviewing techniques
Learn the importance of deliberate and collaborative conversations about change targeted questions to elicit change
Learn effective ways to resolve discrepancy and ambivalence
Acquire skills in effective goal setting and change measurement
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 many 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
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
EVENT REGISTRATION
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
Performance Management for new Leaders
ONLINE | 3 PARTS
WEDNESDAY 7, 14 AND 21 SEPTEMBER 2022
2.00PM - 3.00pm AEST
TARGET GROUP
All managers, team leaders and aspiring mangers
SUMMARY
The mere mention of the term ‘performance management’ is enough to send a shiver up the spine of new managers/team leaders and their staff. Many of us immediately think of nerve-wracking performance appraisals and sleepless nights prior to those underperformance discussions. It doesn’t have to be like this.
This 3-part coaching program introduces new team leaders, and those looking for new ideas or to benchmark, to some of the key elements of performance management. While Most providers will have extensive HR assistance and Performance Management Frameworks, this coaching program focuses on an inclusive outcome centred approach to addressing, rewarding or re-aligning staff performance.
WHAT YOU CAN EXPECT
Session 1 – Performance Management Framework? It’s much more than a Performance Agreement!
In this session we’ll look at performance management and why it’s so important to the success of an organisation. Good performance management is like preventative medicine: people and organisations can thrive, and costs of solving staffing problems are reduced. What does good performance management look like? What does a good Performance Agreement look like? We’ll talk about it today.
We’ll also commence work on our coaching program project – to develop a Performance Agreement template for frontline staff.
Session 2 – Performance Appraisal and Managing Under Performance
A good Performance Management Framework allows people and organisations to flourish. Performance Appraisal is an integral part of the ongoing performance management process. Most of us are good at good news. Sometimes, however, there will be performance issues that we need to address. In a few cases we may need to work through a more formal under performance management process. In today’s session we’ll look at the Performance Appraisal process and managing under performance.
Session 3 – Over to You….
Over the last two weeks participants have been developing a Performance Agreement template for the ‘employment consultant role’. Today is ‘show and tell’ day! What performance indicators did you include in your template? How will you measure performance, and what will your evidence sources be?
Facilitator
Damien Opolski
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
EVENT REGISTRATION
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
CUSTOMER VALUE
ONLINE | 3 PARTS
Friday 9 and Thursday 22 and 29 September 2022
2.00PM AEST (1.30PM SA & NT, AND 12 NOON WA)
TARGET GROUP
All Staff
SUMMARY
FRI 9 SEP 22
Session 1: Improved Performance Through Better Transitioning
“It’s not just what you do – it’s what you do in between what you do – that really matters”
In this webinar, we will explore how we are required to consistently move from one task to another and the impact that a poor ‘transition’ has on both our effectiveness and our wellbeing.
After this webinar, you will be able to embed some simple strategies to effectively manage the multitude of tasks to effectively perform in the Employment Services Sector
What you can expect:
- Understand how our hectic schedules reduce our performance and motivation.
- Understand how this is impacting our working and personal life
- Explore ways to transition from one task to another more effectively
- Apply this approach to the Employment Services sector.
THURS 22 SEPT 2022
Session 2: Ensuring a Positive Customer Experience with Every Engagement
“It can take months to find a customer …. and seconds to lose one!”
Explore how delivering Customer Value drives an excellent Customer Experience and understand ‘what is Customer Value’.
After this webinar you will be able articulate the Value you can deliver to your customers and ensure that the client receives a positive Customer Experience with every engagement.
What you can expect:
- Who are your customers?
- We often here about it – but what is Customer Value?
- Why is delivering Customer Value so important?
- How do we know what a customer actually values?
- What should Customer Value look like in the Employment Services sector
- What should they experience when they walk into your site?
THURS 29 SEPT 2022
Session 3: The Insights Required to Deliver Customer Value
“It can take months to find a customer …. and seconds to lose one!”
In this webinar we will explore what you need to know to ensure that you consistently deliver real Customer Value – ensuring that the Customer Experience is optimised.
After this webinar, you will be able to build a list of the things you need to know to consistently deliver real Customer Value and ensure a positive Customer Experience.
What you can expect:
- Understand the relationship between Insight and Customer Value.
- Explore the Insights that apply to the Employment Services sector.
- Identify ways in which you can gather that Insight.
- Consider the importance of Insightful conversations.
Facilitator
Paul Davenport
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
EVENT REGISTRATION
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 CEO FORUM 2022
TUESDAY 4 OCTOBER | SOFITEL SYDNEY WENTWORTH
EVENT SUMMARY
Our pre-conference CEO Forum is a unique opportunity for CEOs and senior leaders in our sector to consider strategic issues and opportunities facing our industry.
Attendees will:
• Hear from thought leaders on issues impacting our economy and consider the implications for our work
• Get direct feedback from Sally Sinclair on the Jobs Summit and what it means for our sector
• Contribute to building the industry perspective on the Government’s White Paper on Full Employment
• Engage on issues associated with the House Select Committee on Workforce Australia Employment Services
See you at #NESACEOFORUM22 !
Event Details
- NESA CEO Forum - Tues 4 Oct | 1.00pm - 5.00pm
- Welcome Reception - Tues 4 Oct | 5.30pm
- Day 1 & 2 NESA National Conference 2022 - Wed 5 & Thurs 6 Oct | 9.00am
- Gala Awards for Excellence Dinner - Wed 5 Oct | 7.30pm
- VENUE: Sofitel Sydney Wentworth
Visit our conference event page for more information
NESA Webinar
The Accidental Mentor
THURSDAY 13 OCTOBER 2022
2.00pm – 3.00pm AEDT
PLATFORM: GOTO WEBINAR
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
EVENT REGISTRATION
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
Motivating YOUR Sales Team IN 60 MINUTES
MONDAY 31 OCTOBER 2022
12.00pm – 1.00pm AEST
TARGET GROUP
Frontline sales personnel, sales team leaders, customer service representatives
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
EVENT REGISTRATION
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
Managing Challenging & Aggressive Client Behaviours
ONLINE | 2 PARTS
Thursday 3 November at 3.00pm AEDT, and TUESDAY 8 NOVEMBER 2022 at 1.30pm AEDT
PROGRAM: Goto Webinar
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 3 November 2022 at 3.00pm AEDT.
• 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 8 November 2022 at 1.30pm AEDT.
• 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 Pierson 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
EVENT REGISTRATION
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
