NESA Webinar
Emotional Intelligence, Building Rapport and Resilience
Wednesday 15 January 2020
3pm AEDT (2:30pm SA, 2pm QLD, 1:30pm NT and 12 noon WA)
Target Group
All staff
Summary
When working with people from different walks of life on a daily basis communication is extremely important, it is how we effectively manage our interactions that can make profound changes in your relationships.
This workshop will provide tools on how to develop emotional intelligence, rapport and resilience when dealing with jobseekers, employers, staff and colleagues. It will explore the concept of understanding others and communicating clearly as well as setting high standards of interaction.
It will demonstrate how doing these simple things can create positive change and achieve the desired outcomes in every situation.
Learning Outcomes
- Emotional Intelligence Tips
- Greater Insight Into Understanding Others
- Strategies of Building Rapport
- Developing Resilience
- Influencing Power.
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.
NESA Webinar
Excellence in the Customer Experience
Friday 17 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
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
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. A certificate of attendance will be provided to all participants.
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
Engaging the Reluctant Participant and How To Get Them Moving
Thursday 6 February 2020
3pm AEDT (2:30pm in SA, 2pm in QLD, 1:30pm in NT and 12 noon in WA)
Target Group
All staff
Summary
Systematically addressing the reasons that job seekers put forward for not being gainfully employed goes hand in hand with being an Employment Consultant. But what do we do when the problem is much more complex? We need to become more curious about our participants. What are their barriers? How are these barriers affecting the job seeker’s life? How have they tried to address the barriers in the past? To be effective, we must explore, investigate, understand… engage with our participants.
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 YOU CAN EXPECT
- Identifying & addressing complex barriers
- Understanding the reluctant participant
- Building harmonious and sustainable relationships
- Moving the reluctant participant towards employment (are we thinking outside of the box?)
- Change Plan Action (what is it? how does it 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
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 of attendance to all participants
NESA Webinar
Post Placement Support: Is it just a contact call or are we gathering real intelligence?
Friday 7 February 2020
3pm AEDT (2:30pm in SA, 2pm in QLD, 1:30pm in NT and 12 noon in WA)
Target Group
Front line 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’s being covered:
- 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.
NESA Webinar
Reverse Marketing with Intent
Monday 10 February 2020
3pm AEDT (2:30pm in SA, 2pm in QLD, 1:30pm in NT and 12 noon in WA)
Target Group
Frontline staff
Summary
In this webinar Matt Luttrell will discuss reverse marketing strategies to place priority jobactive and DES 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.
Tune in and listen to
- 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
Getting Past the Fear of Employer Objections
Thursday 5 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
Join Peter Holtmann as he discusses what you need to do to make an impact with employers. Hear about what employers think, and how value adding and educating employers will get your job seekers / participants to the front of the queue.
WHAT YOU CAN EXPECT
- Why it is a must to prepare the job seeker before the contact
- Researching employer needs
- Develop a tailored offer for employers
- Making the initial phone contact with employers
- Sell the benefits of job seekers to employers
- Respond to frequently stated objections
- Working in with the employer
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. A PDF copy of the presentation will be distributed to all registrants, and participants, a certificate
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.”
