NESA Training Events
WEBINAR
How to Build Rapport in 23 Seconds
Thursday 12 April 2018 | 2:00pm AEST (1:30pm SA & NT and 12 noon in WA)
Target Group
Front line staff and Site Managers
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 sales performance.
What’s being covered:
- 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 prospect’s attention
- Timing your pitch perfectly
- Learn to decrease the amount of rejections
- Understand the client’s psychology and mindset.
FACILITATOR
Raimond Volpe
Mindset plays a big part in Raimonds’ sales training, as the right attitude is an integral part in a successful sales process.
Raimond is an International Best Selling Author in the Self‐Help industry, with his book “Success1010 For Living”. Shortly after it’s release, it became an international bestseller in x5 countries. Since then, it has been number #1 in Australia in the Self Help Category for the past 10 months in a row.Raimond 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. 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
6 Things to Focus on when Working with Mandated Job Seekers
Tuesday 24 April 2018 | 2pm AEST (1:30pm in SA, & NT and 12 noon in WA)
REGISTER NOW
NEWSLETTER SUBSCRIPTION
Target Group
Designed for Business Development staff, Managers/team leaders, Employment Consultants and Frontline staff.
Summary
This webinar provides frontline 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
Join Matt Luttrell as he discusses the 6 things to focus on:
- 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 (Bounce Australia)
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
NESA Member
$
60
00
per registrant
- Prices are inclusive of GST
REGISTER NOW
REGISTER NOW
Non-member
$
75
00
per registrant
- Prices are inclusive of GST
REGISTER NOW
REGISTER NOW
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
2 PART COACHING PROGRAMME
Managing Challenging and Aggressive Client Behaviour
Starts Tuesday 15 May 2018 | 2:00pm AEST (1:30pm SA & NT,and 12 noon WA)
Target Group
Team Leaders, Managers, all Frontline staff
Summary
When working with people from different walks of life on a daily basis, and often requesting them to undertake activities they may not be enthusiastic about, some level of challenging behaviour is inevitable. This is a two session coaching programme designed to build skills in dealing effectively with challenging behaviour from an employment service industry perspective.
The coaching programme 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. Participants are expected to contribute to the discussion of techniques and to consider alternative and innovative approaches. The model of delivery for this coaching program requires “learning by doing”, an active learning approach whereby learners will be given work-based activities to be completed as part of the series.
What’s being covered
Session one : Self-management, resilience, and communication & listening skills. Session is being held on Tuesday 15 May 2018 at 2pm 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.
Activity : Provide a written example of a time when you were confronted by disruptive behaviour and what you did to de-escalate and minimise the effects.
Session two : Barriers and limiting client behaviour, responding effectively, and maintaining personal and others’ safety. Session is being held on Tuesday 22 May 2018 at 2pm 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
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.… READ MORE
COST
CONTACT US
For further information on NESA PD training events please contact Max Croft: +61 3 9624 2311 | EMAIL
Why you should attend
DES managers need to understand person centered approaches and adopt new techniques to drive quality services and high performing teams. This interactive workshop will cover practical information and techniques for leading effective service and performance.
Our DES forum is specifically designed to meet the needs of:
Regional Managers
Site Managers
New DES Providers
Topics covered
Making Connections
• Lived experience and why it matters
• Understanding the disability landscape
• Identifying and connecting with key referral partners
Service Management
• DEEDS, guidelines and provider compliance
• Achieving performance through 30 30 30 caseload management
• Engagement - reducing resistance through practical person centered approaches
• Building better practice through leading strategic interventions
Maximising Performance
• Retaining employers
• Collaborating for success
• Outcome sustainability through effective post placement and ongoing support
• Tools and resources
Leading services and performance in a consumer driven market
Meet our presenters
Annette Gill
NESA Principal Policy Advisor
Annette has worked with not for profit, private and local government organisations and has been involved in State and Commonwealth funded employment services since the early 1990’s. Annette was Policy Manager at NESA from 2003 - 2013. Prior to commencing her current consultancy business, Annette held the role of Policy and Research Manager of Karingal a large community and disability services organisation with annual revenue of approximately $100 m and which was part of the NDIS Barwon trial. Annette led the policy and research agenda as well as undertaking bid management contributing to organisational growth, particularly in its aged care and employment services divisions.
Vanessa Puopolo
NESA Policy Advisor
Vanessa has worked in the employment services sector for over 9 years after completing a Bachelor of Applied Science (Disability) in 2007. In 2013 Vanessa joined the NESA policy team engaging with NESA members through outreach to identify operational and policy related issues across the breadth of all employment programmes including jobactive, DES, TTW and WfD, she is focused on being a voice and influence that helps shape employment programme settings to achieve operational efficiencies for staff whilst ensuring programmes tangibly meeting the needs of job seekers through effective and efficient services.
Event Details
Thursday 21 June 2018
Registration 9.00am
Workshop 9.30am - 4.30pm
Mantra Tullamarine Hotel, Melbourne
Cnr Melrose Drive & Trade Park Drive, Tullamarine
Shuttle Bus from/to Airport: Complimentary
Event prices
NESA MEMBER REGISTRATION
.-
PRICE INCLUDES:
-
Tea and coffee at registration
-
Morning and afternoon tea
-
Lunch
NESA MEMBER GROUP REGISTRATION
3 OR MORE PEOPLE-
PRICE INCLUDES:
-
Tea and coffee at registration
-
Morning and afternoon tea
-
Lunch
NON-MEMBER REGISTRATION
.-
PRICE INCLUDES:
-
Tea and coffee at registration
-
Morning and afternoon tea
-
Lunch
NESA Training Events
WORKSHOP
DES 2018 Engagement and Retention Skills
Melbourne | Monday 25 June 2018 | Starts 9.30am sharp
DETAILS
DATE: Monday 25 June 2018
TIME: 9am, for 9:30am start. Finished by 4:30pm
LOCATION: Central location Melbourne
Target Group
Team Leaders, Managers, all frontline staff
Summary
The DES sector is about to experience the biggest shift in service delivery since its inception – the service offered by frontline staff will change from a participation model to a customer-centred model.
To support your staff in the transition to DES 2018 and the new client-focused environment, NESA has engaged with BOUNCE consultancy to develop and deliver this workshop.
This one day workshop will give employment services operational staff and their managers best practice strategies and techniques that they will be able to implement on a daily basis.
Topics being covered
A BOOST TO YOUR CAPABILITY
- The change to the new customer-focussed world
- Practical emotional intelligence tips to engage & retain clients
DEVELOP ATTRACTION & ENGAGEMENT STRATEGIES
- What will attract clients to your service?
- Learn to balance mutual obligation with choice & control – Know what your clients really want
TRANSFORM YOUR SERVICE DELIVERY MODEL
- Refine your service delivery
- Be competitive in the new world
- Change participants’ mindsets without them changing providers
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 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
All participants that complete workshop will receive a Certificate of Completion and leave with a comprehensive Professional Training workbook
CONTACT US
For further information on NESA PD training events please contact Max Croft: +61 3 9624 2311 | EMAIL
NESA Training Events
2 PART COACHING PROGRAMME
Managing Challenging and Aggressive Client Behaviour
Thursday 19 July 2018 | 2:00pm AEST
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 online coaching programme designed to build skills in dealing effectively with challenging behaviour from an employment service industry perspective.
The coaching programme 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. Participants are expected to contribute to the discussion of techniques and to consider alternative and innovative approaches. The model of delivery for this coaching program requires “learning by doing”, an active learning approach in which learners will be given work-based activities to be completed as part of the series.
WHAT YOU CAN EXPECT
Session one : Self-management, resilience, and communication & listening skills. Session is being held on Thursday 19 July 2018 at 2pm AEST (1:30pm SA & NT, and 12 noon 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.
- 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
Extra details
Each webinar session is expected to run for approximately 60 minutes including ample Q&A and discussion time.
A PDF copy of the presentation and a Certificate of Completion will be distributed to all registrants once the series has been completed.
FACILITATOR
Matt Luttrell (BOUNCE Australia)
With over six years’ experience managing hotels in Melbourne and Geelong, and over ten years’ experience in Employment Services in both frontline 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
CONTACT US
For further information on NESA PD training events please contact Max Croft: +61 3 9624 2311 | EMAIL
NESA Training Events
WEBINAR
Engaging the Reluctant Job Seeker
Monday 6 August 2018 | 2pm AEST (1:30pm in SA, & NT and 12 noon in WA)
Target Group
All front line staff
Summary
Are you or your staff struggling with disengaged job seekers?
Our webinar is aimed at front line staff and site managers who are experiencing this issue and would like to explore some workable options. It will discuss “reengagement” strategies that really work.
WHAT Is Being Covered
- WIIFM – Making the benefits clear and relevant for job seekers
- Ensuring that every contact counts and has a purpose
- Putting a value on the service you offer to job seekers
- Using free online tools that can assist with engagement
- How providing group services can assist with motivation
FACILITATOR
Rebecca Herbertson (Betterlink)
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 a professional member of the Career Development Association of Australia, a Member of the Australian Institute of Company Directors and an internationally certified Continuous Improvement Coach, SME Executive Coach and NLP Practitioner.
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 itself which can be used as a future resource, will be sent to registrants
CONTACT US
For further information on NESA PD training events please contact Max Croft: +61 3 9624 2311 | EMAIL
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
