NESA 2 part on line coaching program
Managing Challenging and Aggressive Client Behaviour
Wednesday 22 & Tuesday 28 January 2020
Starts 3pm AEDT (2:30pm in SA, 2pm in QLD, 1:30pm in 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: Wednesday 22 January 2020 at 3pm AEDT (2:30pn SA, 2pm QLD, 1:30pm 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: Tuesday 28 January 2020 at 3pm AEDT (2:30pn SA, 2pm QLD, 1:30pm NT and 12 noon 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 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 Webinar for Site Managers only
Crucial Conversations: Getting Your Message Across
Thursday 23 January 2020
3pm AEDT (2:30pm in SA, 2pm in QLD, 1:30pm in NT and 12 noon in WA)
Target Group
THIS IS SPECIAL EVENT FOR SITE MANAGERS ONLY. If you register and cannot attend on the day, you will be emailed the link to the recording
Summary
In this webinar you will understand the importance of having crucial conversations, the timeliness of the conversations as well as exploring the risk of delaying a conversation.
The process does not have to be stressful or difficult, and in this webinar Dr Colin Harrison will show you how it could be quick and relatively ‘pain free’.
The session will discuss productive communication skills that you can use throughout the year. Colin will discuss strategies on how to make certain that your message has gotten through and share with you communication skills that you can use to deal with poor performance and challenging behaviours.
As a leader one of the most challenging things to do is to have the ‘difficult conversations’ with staff relating to poor performance.
What is being covered in the webinar
• Communication – Understand the utility of “communication styles”
• ‘Above/Below the line’ – Appropriate staff behaviours
• Crucial Conversations – What you should do and avoid doing
Expected outcomes
• Confidence and resilience
• Working with challenging behaviours
• Setting standards
FACILITATOR
Dr. Colin Harrison
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 was a Senior Lecturer at the University of La Rochelle in France. 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.
THIS IS SPECIAL EVENT FOR SITE MANAGERS ONLY, at NO 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 on completion. If you register and cannot attend on the day, you will be emailed the link to the recording.
NESA Webinar
Hard Conversations and the Relationship-Building Process
Wednesday 29 January 2020
3pm AEDT (2:30pm in SA, 2pm in QLD, 1:30pm in NT and 12 noon in WA)
Target Group
All Industry 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 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.
WHAT YOU CAN EXPECT
- 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
Expected outcomes
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. After the session you will receive a Certificate of Participation for your portfolio.
NESA Webinar
Motivating Your Sales Team in 60 Minutes
Tuesday 25 February 2020
3pm AEDT (2:30pm in SA, 2pm in QLD, 1:30pm in NT and 12 noon in WA)
Target Group
Team leaders, program managers and other managers
Summary
Everyone can always use some inspiration and motivation. In this sixty minute online presentation, founder of HPS, Peter Holtmann will explain the key ingredients required to provide that inspiration and motivation.
As a Business Manager / Employer Servicing Manager, how do you create the right motivating environment that will shape and develop your sales team with the right attitude and healthy competition? Instilling that unique seed which grows the motivation in your team will lead to an increase in performance and productivity, ensuring you have the best sales team you can have.
Attending this webinar you will
- Learn how to create a motivational environment
Understand the importance of communication and training in motivating your sales teams
FACILITATOR
Peter Holtmann
Peter is passionate about being a leader of management teams who want to drive innovation and to inspire communities with their own causes, visions and missions. He uses excellent risk management processes to manage programmes from the highest levels of governance to the daily pursuits of individuals.
Peter is very comfortable in the community sector, where he has helped organisations to undergo change, to commercialise their visions and to build government relations. He has ticked all the big boxes including restructuring, rebranding, mergers, acquisitions, and organisational change. He enjoys presenting to audiences on the technological and philosophical requirements of the industry he is engaging in.
His mantra: motivation is everything, passion is essential, commitment is not an option, leadership is an expression of these ingredients.
COST
OTHER
This live broadcast will include ample Q&A time. It is expected to run for no more than an hour. Registrants will receive a PDF copy of the presentation and a certificate on completion.
NESA Webinar
Making The Most Of Your Client Hour
Tuesday 17 March 2020
3pm AEDT (2:30pm in SA, 2pm in QLD, 1:30pm in NT and 12 noon in WA)
Target Group
Frontline staff
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 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 will be distributed to all registrants, and a certificate for participants
NESA 3 part on-line Coaching Program
Introduction to the DES Mutual Obligation, Job Plans and the Targeted Compliance Framework
Starts Wednesday 18 March 2020
Starts 3pm AEDT (2:30pm in SA, 2pm in QLD, 1:30pm in NT and 12 noon in WA)
Target Group
Frontline staff
Summary
Build your DES skills and knowledge. We have it covered from Mutual Obligation, to Job Plans, to the Targeted Compliance Framework.
Mutual Obligation and the Targeted Compliance Framework are two of the more complex aspects of employment services policy. There are 21 modules in the Learning Centre. In this coaching program, you will learn the policy and build the skills to deliver it. This will be an engaging and entertaining learning experience, and you will come away with some great learning aids.
WHAT YOU CAN EXPECT
Session one: Introduction to Mutual Obligation and the Target Compliance Framework: – Wednesday 18 March 2020 at 3pm AEDT (2:30pm SA, 2pm QLD 1:30pm NT and 12noon WA)
- Mutual Obligation and the Targeted Compliance Framework: What is it? Why do we have it? How do we explain it
- Scenarios: Meet Alex, he’s your newest client.
- Assessment is the Key
- Learn by doing work-based activity: Complete a strengths based assessment
Session two: Negotiating the Job Plan and managing risk: – Tuesday 24 March 2020 at 1pm AEDT (12:30pm SA, 12noon QLD 11:30am NT and 10am WA)
- A Job Plan for Alex
- Reducing the Risk of Non-Compliance
- Learn by doing work based-activity: Prepare a Compliance Risk Management Plan for Alex
Session three: Demystifying the Targeted Compliance Framework: – Thursday 2 April 2020 at 3pm AEDT (2:30pm SA, 2pm QLD 1:30pm NT and 12noon WA)
- Setting up Requirements
- Rules for Notification
- “This Says I’ve Been Cut Off!” Investigating Non-Compliance and Demerits – How Does it Work?
o Provider and Third Party Interviews
o Activities
o Job Referrals and Interviews
o Job Search Requirements
o Unemployment and Work Refusal failures - Innovation time: Minister, I Have an Idea!
Other
The model of delivery for this coaching program 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.
Each webinar session is expected to run for approximately 90 minutes including ample Q&A and discussion time.
Handouts will distributed to all registrants.
Once the series has been completed, participants will receive a Certificate of Completion.
FACILITATOR
Damien Opolski
Many of you will know Damien from his time as the director of the Department’s Learning Centre. Over the years he’s played a key role in the delivery of both policy and systems information and training. If you’ve been in the sector for a while you’ve most likely seen him at an information session or heard him via webinar.
Earlier in his career he spent a number of years on the ‘front line; Damien estimates that he has conducted over 10.000 job seeker interviews and worked with hundreds of employers.
Damien is an excellent communicator, who enjoys interacting and sharing his system expertise with his audience.
Damien has a Bachelor of Economics from Adelaide University, as well as Diplomas in Training and Assessment, and Project Management. He’s also a qualified Teacher of English to Speakers of Other Languages.”
COST
NESA 3 part on-line Coaching Program
Introduction to the jobactive Mutual Obligation, Job Plans and the Targeted Compliance Framework
Starts Thursday 19 March 2020
Starts 3pm AEDT (2:30pm in SA, 2pm in QLD, 1:30pm in NT and 12 noon in WA)
Target Group
Frontline staff
Summary
Build your jobactive skills and knowledge. We have it covered from Mutual Obligation, to Job Plans, to the Targeted Compliance Framework.
Mutual Obligation and the Targeted Compliance Framework are two of the more complex aspects of employment services policy. There are 21 modules in the Learning Centre. In this coaching program you will learn the policy and build the skills to deliver it. This will be an engaging and entertaining learning experience, and you will come away with some great pragmatic learning aids.
WHAT YOU CAN EXPECT
Session one: Introduction to Mutual Obligation and the Target Compliance Framework: – Thursday 19 March 2020 at 3pm AEDT (2:30pm SA, 2pm QLD, 1:30pm NT and 12noon WA)
- Mutual Obligation and the Targeted Compliance Framework: What is it? Why do we have it? How do we explain it?
- Scenarios: Meet Alex, he’s your newest client.
- Assessment is the Key
- Learn by doing work-based activity: Complete a strengths based assessment
Session two: Negotiating the Job Plan and managing risk: – Thursday 26 March 2020 at 3pm AEDT (2:30pm SA, 2pm QLD, 1:30pm NT and 12noon WA)
- A Job Plan for Alex
- Reducing the Risk of Non-Compliance
- Learn by doing work based-activity: Prepare a Compliance Risk Management Plan for Alex
Session three: Demystifying the Targeted Compliance Framework: – Monday 6 April 2020 at 2pm AEST (1:30pm SA & NT and 12noon WA)
- Setting up Requirements
- Rules for Notification
- “This Says I’ve Been Cut Off!” Investigating Non-Compliance and Demerits – How Does it Work?
o Provider and Third Party Interviews
o Activities
o Job Referrals and Interviews
o Job Search Requirements
o Unemployment and Work Refusal failures - Innovation time: Minister, I Have an Idea!
Other
Each webinar session is expected to run for approximately 90 minutes including ample Q&A and discussion time.
The model of delivery for this coaching program requires learners to “learn by doing” where participants are expected to contribute to scenarios / solutions and real time discussion.
A PDF copy of handouts will be distributed to all registrants.
Once the series has been completed, participants will receive a Certificate of Completion.
FACILITATOR
Damien Opolski
Many of you will know Damien from his time as the director of the Department’s Learning Centre. Over the years he’s played a key role in the delivery of both policy and systems information and training. If you’ve been in the sector for a while you’ve most likely seen him at an information session or heard him via webinar.
Earlier in his career he spent a number of years on the ‘front line; Damien estimates that he has conducted over 10.000 job seeker interviews and worked with hundreds of employers.
Damien is an excellent communicator, who enjoys interacting and sharing his system expertise with his audience.
Damien has a Bachelor of Economics from Adelaide University, as well as Diplomas in Training and Assessment, and Project Management. He’s also a qualified Teacher of English to Speakers of Other Languages.”
COST
NESA Webinar - A special event
Risk Management Planning for Communicable Diseases - Free event
Tuesday 31 March 2020
3pm AEDT (2:30pm in SA, 2pm in QLD, 1:30pm in NT and 12 noon in WA)
Target Group
Sector Management
Summary
Peter Holtmann, a topic expert on risk, has recently been assisting organisations with their risk management planning for COVID-19. Peter’s consultancy business is focused on ‘socialising’ and documenting the risk appetite of Board members and their businesses. He works with them to implement tools and techniques to identify, analyse and treat risk.
In this webinar session Peter will talk about the key elements necessary for a robust and effective risk management plan for communal diseases.
This is a free webinar session. If you register and cannot attend on the day, you will be emailed the link to the recording. The session is expected to run for 90 minutes.
WHAT YOU CAN EXPECT
Peter will discuss the following:
• Strategic Objective
• Initial Action Plan
• Surveillance
• Risk Assessment
• Targeted and Specific Action
• Coordination, Monitoring and Communication of Response Plans
• Escalation of Targeted Plans
• Stand-down of Targeted Action Plans
• Business continuity practices and monitoring for second-wave
FACILITATOR
Peter Holtmann
Peter has coached internationally, in the US, Brazil, South Korea, and Australia in industries such as conformity assessment, professional service firms and multi-lateral public service organisations. He has worked with well-known international non-profits as well as the private sector. Peter has spent hundreds of hours facilitating the development of senior leaders in organisations helping them build strategy, influence cultural change, and foster an open communication style.
Peter’s successful background and variety of industry experience has earned him the privilege of speaking at many global conferences, as well as the opportunity to write for several professional journals on matters related to personnel competence, career pathways and the science of human potential for development.
Formerly the President and CEO of a global non-profit, Peter has “ticked all the big boxes” that relate to business management, including company restructuring and rebranding, navigating mergers and acquisitions, coaching individuals into leadership roles, and managing organisational change.
By applying risk management principles to business practise, he has been able to assist a wide variety of communities and industry sectors with achieving their goals – from the highest levels of national governance to the daily pursuits of “the individual”.
OTHER
This live broadcast will include ample Q&A time. A PDF copy of the presentation will be distributed to all registrants. This is a free webinar session. If you register and cannot attend on the day, you will be emailed the link to the recording. The session is expected to run for 90 minutes.
NESA 2 part Coaching Program
Developing Emotional Intelligence
Thursday 9 & 16 April 2020
Starts 2pm AEST (1:30pm in SA & NT and 12 noon in WA)
Target Group
All staff
Summary
Emotional intelligence is the capacity to understand and manage your emotions. The skills involved in emotional intelligence are: self-awareness, self-regulation, motivation, empathy and social skills. The training explains what EI is and its role in improving performance in the workplace. Emotional intelligence also strengthens relationships among co-workers, contributing to a stable team in the workplace and to harmonious internal and external relations.
WHAT YOU CAN EXPECT
Our Coaching Program is based on the 5 domains of Emotional Intelligence:
- Self-Awareness – Understanding how self-aware participants are; reviewing the value of self-awareness and providing an opportunity to develop self-awareness skills.
- Self-Management – Appreciating that we manage ourselves based on our values, attitudes and beliefs; looking at methods of improving self-management and overcoming negative ‘self-talk’.
- Self-Motivation – A look at how personal goals drive our self-motivation, how our beliefs, values and attitudes can affect our motivation and some valuable techniques for personal improvement.
- Empathy – Helping participants appreciate the need for empathy and providing the methods for doing it.
- Handling Relationships – Bringing the previous skills together to become ‘socially intelligent’; looking at real life situations and how emotional intelligence plays a part; reviewing ways of further improving relationships using emotional intelligence.
The Coaching Program is delivered in two parts on-line as one hour webinar sessions
Session one: Emotional Intelligence – Understanding EI in Employment Services – Thursday 9 April 2020 at 2pm AEST (1:30pm SA & NT, and 12 noon in WA)
Learn about the five domains
How to enhance your EQ
The EI models – Triune Brain Theory – The BRA model – Goleman’s Model
The Mood metre and the Mood Rule
Session two: Emotional Intelligence – Strategies to Boost EI – Thursday 16 April 2020 at 2pm AEST (1:30pm SA & NT, and 12 noon in WA)
Putting Emotional Intelligence into your practice
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
Sharon Mamo
Sharon Mamo is a qualified human services program designer and lecturer with many years of experience in Human Resources. For the last 9 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
NESA Webinar
Excellence in the Customer Experience
Thursday 23 April 2020
2pm AEST (1:30pm SA & NT and 12 noon WA)
Target Group
All staff
Summary
Now that the focus is on engagement, retention and placement through to outcomes; providing exceptional customer service is vital to the business success of employment services. In this session you will be given an insight on what better practice in delivering excellent customer service is all about. Join Leonie Lam as she explores excellence in serving your customers: employers and participants.
WHAT YOU CAN EXPECT
- Building rapport with the customer
- Creating long-term loyal customers for repeat business
- Communicating effectively on the phone and / or face-to-face with your customers
- Being remembered for the quality of your work
FACILITATOR
Leonie Lam
Leonie has been recognised as a leader in Career Development, leading and empowering individuals and teams to enhance their performance at work. Leonie is a qualified Trainer, Speaker, HR Consultant and Career Coach. She has previously held Training and HR positions at Westpac, Commonwealth Bank, Veolia Water and Western Sydney University. She is also the Director of a training and coaching business.
In 2017, she was nominated for the Australian Leadership Excellence Awards, where she achieved a place in the category of Owner/Entrepreneur Leader of the Year.
She is passionate about delivering training to help individuals and organisations maximise their performance and make an impact at work. As a Career Coach, she has helped more than 200 people secure employment in Australia. She consistently receives outstanding feedback in her training programs.
Leonie has a Bachelor of Arts, Psychology, a Master of Commerce, Human Resources and a Certificate IV in Training and Assessment
