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 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 on line two part Coaching Program
Indigenous Cultural Awareness
Friday 24 April and Tuesday 28 April 2020
Starts 2pm AEAT (1:30pm SA & NT and 12 noon in WA)
Target Group
All industry staff
Summary
Extensive cultural knowledge is not necessary in order to become culturally aware. A capacity to recognise that cultural difference exist, and to be open to learning from these differences is the bases of cultural awareness.
This Coaching program is designed to expand thinking and understanding about the Aboriginal and Torres Strait Islander community, its history and contemporary issues; and to facilitate understanding between staff and the Aboriginal and Torres Strait Islander community.
You will be provided with historical legislative and policy development information, as it pertains to Australian Indigenous peoples, to increase understanding of how history relates to current Indigenous Australian socio economic status and behaviours.
WHAT YOU CAN EXPECT
Over this two part series you will hear Jodi Sampson’s personal narrative and insight into people from Aboriginal and Torres Strait Islander background within the workplace, customer base and community.
Session one: Friday 24 April 2020 at 2pm AEST
- Information required to better support Indigenous clients and community
- Knowledge and understanding of the cultural and social history of Aboriginal and Torres Strait Islander people and the issues they face
Session two: Friday 28 April 2020 at 2pm AEST
- Knowledge, skills and tools required for effective communication and service delivery to Aboriginal and Torres Strait Islander people.
Expected outcomes
- Awareness and knowledge of Aboriginal and Torres Strait Islander cultural issues and how they relate to your business, your job seekers and your employer placement and retention.
- A practical understanding of how culture shapes our values, attitudes and behaviour.
- Tools for staff who mentor, manage and work with Indigenous job seekers.
- Insight into people from Aboriginal and Torres Strait Islander background within the workplace, customer base and community
Other
Each webinar session is expected to run for approximately 60 minutes including ample Q&A and discussion time.
A PDF copy of the presentation will be distributed to all registrants.
Once the series has been completed, participants will receive a Certificate of Completion.
FACILITATOR
Jodi Sampson
Jodi is a proud Gomeroi Man from North-West NSW. Jodi was raised in “Two-Worlds” in Moree and has an entrepreneurial spirit that runs deep, provides leadership, Coaching & Mentoring and role models the cultural values of his family and ancestors.
Jodi’s career spans across all levels of Government, Non-Government, Peak Bodies and Community-Based Organisations. Jodi’s engagement has seen him hold specialised roles and conducted cutting-edge strategic activities to provide access and participation of First Nation People to programs & opportunities that seemed unreachable.
COST
NESA 2 part Coaching Program
Managing Challenging and Aggressive Client Behaviour
Thursday 18 & 25 June 2020
2pm AEST (1:30pm in SA & NT and 12 noon in WA)
Target Group
All staff
Summary
When working with people from different walks of life on a daily basis, and often requesting them to undertake activities they may not be enthusiastic about, some level of challenging behaviour is inevitable. This is a two session on line coaching program designed to build skills in dealing effectively with challenging behaviour from an employment service industry perspective.
The coaching program aims to provide you with all the skills to help you understand and deal with the challenges of a modern-day client-centred employment service. Participants will acquire knowledge on how to enhance their communication techniques and to avoid conflict in the workplace. The model of delivery for this coaching program requires “learning by doing”, an active learning approach, whereby participants are expected to contribute to the discussion of techniques and to consider alternative and innovative approaches.
WHAT YOU CAN EXPECT
Session one: Self-management, resilience, and communication & listening skills: Thursday 18 June 2020 at 2pm AEST (1:30pm SA & NT and 12 noon in WA)
- Understand the principles of how to self-manage and remain resilient in confronting situations.
- How to maintain safe limits and set client expectations.
- Understand how good communication can influence people.
- Learn how to develop effective listening skills and assist clients to develop new skills in communication
Session two: Barriers and limiting client behaviour, responding effectively, and maintaining personal and others’ safety: Thursday 25 June at 2 pm AEST (1:30am SA & NT and 12noon in WA)
- Understand the barriers to effective communication and how to maintain limits on client behaviour
- How to recognise and deal with clients effectively when you feel like you are being provoked.
- Have opportunities through case examples to link theory to practice and application for a safe environment.
Other
Each webinar session is expected to run for approximately 60 minutes including ample Q&A and discussion time.
A PDF copy of the presentation will be distributed to all registrants.
Once the series has been completed, participants will receive a Certificate of Completion.
FACILITATOR
Matt Luttrell
With many years’ experience managing hotels in Melbourne and Geelong, and over ten years’ experience in Employment Services in both front line and management roles, Matt has seen it all. He has worked in priority regions where high levels of anti-social behaviour are prevalent. Matt is educated and experienced in conflict management believing that the real secret is to be able to identify a challenging situation and effectively communicate with the individual to gain a mutually agreed outcome.
COST
2 part NESA Coaching Program
Effective Case Management within the Employment Services Sector
Friday 17 & 24 July 2020
12 noon (11:30am in SA & NT and 10am in WA)
Target Group
Fontline staff
Summary
Delivery of effective case management is an essential component of the employment services contract delivery. A successful case management framework requires a comprehensive understanding of employment services practices, job seeker barriers and perceptions coupled with a solution-focused, client-centred approach.
WHAT YOU CAN EXPECT
Session one: Effective Case Management – Friday 17 July 2020 at 12 noon AEST (11:30am SA & NT and 10am WA)
- Work within the Employment Services
- Case Management framework Improving participant engagement
Session two: Working with Clients and their Barriers – Friday 24 July 2020 at 12 noon AEST (11:30am SA & NT and 10am WA)
- Addressing participant barriers and perceptions
- Strategies to enhance performance levels
Further details
The coaching program aims to help you to understand and deal with the challenges of a modern-day client-centred employment service. Participants will acquire knowledge on how to engage with clients and to address their barriers within a pragmatic and easy to apply case management framework. Participants are expected to contribute to the discussion and to consider alternative and innovative approaches. The delivery of this coaching program requires ‘learning by doing’, and participants will be encouraged to offer scenarios for discussion.
Each webinar session is expected to run for approximately 60 minutes including ample Q&A and discussion time.
A PDF copy of the presentation will be distributed to all registrants. Once the series has been completed, participants will receive a Certificate of Completion.
FACILITATOR
Sharon Mamo
Sharon is a qualified human services program designer and lecturer with many years of experience in Human Resources. For the last 5 years, she has focused on researching and working with disengaged job seekers and their complex needs. Sharon combines clinical psychotherapy and professionalism with a natural and down-to-earth approach. She is a qualified Drug and Alcohol Facilitator, Psychotherapist & Social Sciences Professional and has worked as a psychotherapist in employment services for over 8 years. As an expert in encouraging mandated and resistant clients to change, she keynotes at national conferences on topics of behavioural change, AOD, mental health and neuropsychotherapy.
COST
NESA Coaching Program
CDP Frontline Staff Coaching Program
Starts live online on Monday 20 July 2020
3:30pm AEST, 3pm SA & NT, 1:30pm WA
If you would like to register 7 or more people, please contact Max Croft at [email protected]
Summary
In a complicated and constantly changing industry, giving the right support to staff is critical. Our comprehensive nine session CDP Frontline Staff coaching program will help staff understand the industry context and framework that they are working with. The coaching program will comprehensively introduce staff to the programme components, good practice soft skills and a range of strategies so they can work effectively with participants. It will also explore the KPI measures and compliance requirements. In this coaching program you will learn the background 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.
Each session is expected run for approximately an hour and a half. Each live broadcast will include ample Q&A time. The model of delivery for this coaching program requires learners to “learn by doing”, which is an active learning approach, where learners are expected to contribute to discussions. Once the coaching program has been completed learners will be forward a Certificate of Completion.
DETAILS
The CDP Frontline Staff Coaching Program will be delivered as nine sessions in three modules. You can choose to register for one or two modules, or register for the total coaching program.
Module One: People and Their Environment
Session 1: Introduction to CDP – Brings together frontline CDP staff from around Australia
Live online Monday 20 July 2020
Session 2: Community Engagement – Will look at different approaches of community engagement
Live online Thursday 23 July 2020
Session 3: Initial Interview – We’ll give you plenty of tips and hints for Building Relationships with your participants
Live online Tuesday 28 July 2020
Session 4: Working With Employers and Marketing Your Participants
Live online Thursday 30 July 2020
Module Two: Overcoming Barriers and Staying Safe
Session 1: Introduction to CDP – Brings together frontline CDP staff from around Australia
Live online Monday 20 July 2020
Session 5: Working with Challenging Behaviours – Explores some best practice models for working with agitated participants
Live online Tuesday 4 August 2020
Session 6: Mental Health Awareness – Hear about different types of mental illness and how, as a ‘first responder’, you can help people who might be struggling
Live online Thursday 6 August 2020
Module Three: The Nuts & Bolts, Reporting and Compliance
Session 1: Introduction to CDP – Brings together frontline CDP staff from around Australia
Live online Monday 20 July 2020
Session 7: JSCI and the Job Plan – Includes getting into sensitive areas around health and other personal circumstances, and best ways to handle those questions
Live online Tuesday 11 August 2020
Session 8: Mutual Obligation and the Compliance Framework – A work through the details
Live online Thursday 13 August 2020
Session 9: Delivering High Quality Activities – It will look at approaches to developing and designing activities
Live online Tuesday 18 August 2020
All sessions broadcast live at 3:30pm AEST, 3pm SA & NT, 1:30pm WA
COST
Module One: People and Their Environment:
One payment for the four part module
NESA members $240pp
Non-members $300pp
Module Two: Overcoming Barriers and Staying Safe:
One payment for the three part module
NESA members $180pp
Non-members $225pp
Module Three: The Nuts & Bolts, Reporting and Compliance:
One payment for the four part module
NESA members $240pp
Non-members $300pp
The total CDP Frontline Staff coaching program (all 9 sessions):
One payment for all 9 sessions
NESA members $500pp
Non-members $600pp
All prices are inclusive of GST
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.”
If you would like to register 7 or more people, please contact Max Croft at [email protected]
NESA 2 part Coaching Program
Developing Emotional Intelligence
Friday 31 July & Friday 7 August 2020
Starts 12 noon AEST (11:30am in SA & NT and 10 am 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 – Friday 31 July 2020 at 12 noon AEST (11:30am SA & NT, and 10 am 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 – Friday 7 August 2020 at 12 noon AEST (11:30am SA & NT, and 10 am 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.
TESTIMONIALS
“Sharon presented very well and gave me a deeper understanding of how to develop my emotional intelligence using the tools that she elaborated on throughout the sessions.”
“Very interesting and very easy to see how this relates to our industry and our everyday lives when communicating with others.”
COST
3 part online Coaching Program
New Starters- Introduction to Australia’s Employment Services Sector
Tuesday 8 September 2020
Starts 2.00pm AEST (1:30pm in SA & NT and 12 noon in WA)
Target Group
New Starters in the Employment Services Sector
Summary
The coaching program is designed to assist your new starters (regardless of which program) to quickly gain an understanding of our employment services sector, and to gain skills and knowledge to help them work with the big numbers of participants entering into the programs.
Over 3 webinar sessions, Damien Opolski will comprehensively introduce staff to the programs and components that make up today’s employment services industry. We’ll look at how employment services have evolved, and see what’s required to achieve results in a rapidly changing labour market. We’ll look at the role of Services Australia in assessing and referring job seekers to programs, and the role of providers in developing the Job/Participation Plans that underpin services and ensure job seekers can meet their mutual obligation requirements.
Regardless of which program you’re recruiting for, our New Starters- Introduction to Australia’s Employment Services Sector series will perfectly complement your own induction programs.
WHAT YOU CAN EXPECT
Session one: An overview of today’s employment services programs – Tuesday 8 September 2020 at 2.00pm AEST
Session two: The Australian labour market – yesterday, today and tomorrow – Thursday 10 September 2020 at 2.00pm AEST
Session three: Mutual Obligation Requirements and the Job Seeker and Targeted Compliance Frameworks – Tuesday 15 September at 2.00pm AEST
Other
The live sessions will include ample Q&A time, and each will run for no longer than 90 minutes. The model of delivery for this coaching program requires learners to “learn by doing” where by participants are expected to contribute to the discussion. 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 has played a key role in the delivery of both policy and systems information, training and performance management. If you have been in the sector for a while you would most likely seen him at an information session or heard him via webinar.
In this role he was responsible for the performance of up to 150 staff.
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 is also a qualified Teacher of English to Speakers of Other Languages.
COST
NESA 2 part Coaching Program
Managing Challenging and Aggressive Client Behaviour
Tuesday 22 & 29 September 2020
Starts at 11.00 AEST (10.30am in SA & NT and 9.00am 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: Tuesday 22 September 2020 at 11.00am AEST (10.30am SA & NT and 9.00 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 29 September 2020 at 2.00 pm AEST (1.30pm SA & 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 many years experience managing hotels in Melbourne and Geelong, and over ten years experience in Employment Services in both front line and management roles, Matt has seen it all. He has worked in priority regions where high levels of anti-social behaviour are prevalent.
Matt is educated and experienced in conflict management believing that the real secret is to be able to identify a challenging situation and effectively communicate with the individual to gain a mutually agreed outcome.
