NESA Webinar
How to Engage, Sell & Communicate over the Phone
Wednesday 27 January 2021
3.00pm AEDT (2.30pm SA, 2.00pm QLD, 1.30pm NT and 12 noon WA)
EVENT REGISTRATION
NESA MEMBERS AND NON MEMBERS
WISE STAFF
CVGT STAFF
GLOBAL SKILLS STAFF
TARGET GROUP
All Staff.
SUMMARY
The phone is a powerful business weapon. Whether it’s for contacting clients or making cold calls to potential employers/ customers, the phone is still the most effective selling tool. Like face-to-face selling, phone conversations allow you to build a connection, answer questions and solve problems instantly. Unlike face-to-face meetings it is harder to establish body language or tone and without those visual cues detrimental mistakes can easily be made.
The great news is with a little practice and the right techniques you can learn all the skills, tips and tricks you need to communicate effectively over the phone and make your calls successful. Raimond Volpe has created a roadmap to help you master the phone and gain a competitive edge.
WHAT YOU CAN EXPECT TO HEAR ABOUT
- How to be confident and professional in all your phone calls and voicemail messages
- How to build trust and a rapport over the phone
- How to communicate a message that others will clearly understand and remember
- How to make your prospect or client feel important over the phone
- How to sell products and services over the phone
- Tips, tricks and tools for cold calling
- How to create a framework for your phone sales
- How to handle confrontation and objections
- Body language over the phone
Facilitator
RAIMOND VOLPE
Raimond Volpe is an established and experienced Sales Trainer. He has over 25 years sales experience in 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 in a successful sales process.
Raimond is an International Best Selling Author in the Self-Help industry, with his book ‘Success For Living’ . Shortly after it’s release, it became an international bestseller in 5 countries. Since then, it has been number #1 in Australia in the Self Help Category for many 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.
A PDF copy of the presentation will be distributed to all registrants, and a certificate of attendance for all participants
CONTACT US
For further information on NESA PD training events please contact Max Croft: +61 3 9624 2311 | EMAIL
NESA Webinar
Post Placement Support -Is it just a contact call or are we gathering real intelligence ?
Thursday 28 January 2021
12 noon AEDT (11.30am SA, 11.00am QLD, 10.30am NT and 9.00am WA)
Target Group
Frontline 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 YOU CAN EXPECT
- 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 10 year 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 a certificate for participants.
NESA Webinar
Thursday 28 January 2021
The Change Enabler – Tools for Overcoming Job Seeker Resistance
3.00pm AEDT (2.30pm SA, 2.00pm QLD, 1.30pm NT and 12 noon in WA)
Summary
We all experience resistance to change. It is our internal psychological reaction to change; and it occurs at a subconscious level. The good news is, we can modify how we respond to resistance, and this can lead to break throughs, like eliminating procrastination, being conscious of avoidance and most importantly, increasing your job seeker cooperation and enthusiasm.
Clare will show you how.
WHAT YOU CAN EXPECT to hear about
- The nature and influences of change
- Our brains and change and why our communication approach means everything
- A framework for consistently crafting your change message and communicating with an individual
FACILITATOR
Clare Edwards
Clare is a change-maker. She helps organisations to tap into the collective potential of their people so that they can master personal leadership, thrive in change and stay fully engaged.
A passionate storyteller and inspiring speaker, Clare takes her audiences on an experiential journey, leaving them filled with new insights, keen to know more and motivated to change.
Clare’s corporate background spans 2 decades of working in senior management roles with global IT companies, surviving the dot com ‘boom and bust’ of the early millennium and thriving in complex, fast-paced change environments.
Clare makes the complex simple. She has studied neuroleadership extensively and brings theory and concepts to life helping people to uncover the full potential of their amazing brain and its ability to change – without the psychobabble.
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.
A NESA 3 part Coaching Program
Performance Management for New Leaders and Other Beginners
Thursday 4, 11 and 18 February 2021
Starts 12 noon AEDT (11.30am SA, 11.00am QLD, 10.30am NT and 9.00am WA)
Target Group
New site, team and program leaders, other people management beginners, and people wanting to benchmark
Summary
The mere mention of the term ‘performance management’ is enough to send a shiver up the spine of new managers/team leaders and their staff. Many of us immediately think of nerve-wracking performance appraisals and sleepless nights prior to those under performance discussions. It doesn’t have to be like this.
This 3-part coaching program introduces new team leaders, and those looking for new ideas or to benchmark, to some of the key elements of performance management. While Most providers will have extensive HR assistance and Performance Management Frameworks, this coaching program focuses on an inclusive outcome centred approach to addressing, rewarding or re-aligning staff performance.
WHAT YOU CAN EXPECT
Session 1: Performance Management Framework? It is much more than a Performance Agreement! – Thursday 4 February 2021 at 12 noon AEDT
In this session we will look at performance management and why it is so important to the success of an organisation. Good performance management is like preventative medicine: people and organisations can thrive, and costs of solving staffing problems are reduced. What does good performance management look like? What does a good Performance Agreement look like? We will talk about it today.
We will also commence work on our coaching program project – to develop a Performance Agreement template for frontline staff.
Session 2: Performance Appraisal – The Rules of Evidence – Thursday 11 February 2021 at 12 noon AEDT
A good Performance Management Framework allows people and organisations to flourish. Performance Appraisal is an integral part of the ongoing performance management process. Most of us are good at good news. Sometimes, however, there will be performance issues that we need to address. In today’s session we will look at the Performance Appraisal process.
Session 3: Managing Under Performance – Thursday 18 February 2021 at 12 noon AEDT
Over the last two weeks participants have been developing a Performance Agreement template for the employment consultant role. What performance indicators did you include in your template? How will you measure performance, and what will your evidence sources be? How do we manage under performance?
Other
The model of delivery for this coaching program requires learners to ‘learn by doing’ where by participants are expected to contribute to the discussion.
Each webinar session is expected to run for approximately 90 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
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 will 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, where 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 Webinar
Building Better Connections
Tuesday 9 February 2021
3.00pm AEDT (2.30pm SA, 2.00pm QLD, 1.30pm NT and 12 noon in WA)
Target Group
All staff
Summary
The Building Better Connections webinar is fun, simple and a highly effective tool designed to help all staff build stronger, more meaningful connections FASTER!
Whether it’s front line staff building trusting connections with clients, business development consultants working with employers, Leaders interacting with teams or ALL STAFF dealing with each other.
WHAT YOU CAN EXPECT
- Identify each behaviour type – there are 4
- Understand and respect the value each type brings to the team and workplace
- Motivate and engage each behaviour type based on their deeply rooted ‘needs’
- Appreciate each types area of weakness and ways to address these
- Adapt your behaviour when interacting with each type to build higher levels of trust and connection
FACILITATOR
Mike Symonds
With over 15 years experience in ‘Building Stronger Teams, Boosting Staff Engagement and Creating Positive Workplace Cultures’, Mike has worked with some of Australia’s leading businesses. His highly interactive and practical approach is guaranteed to leave you INSPIRED, ENERGIZED and MOTIVATED to implement key learnings straight away!
COST
OTHER
This live broadcast will include ample Q&A time and is expected to last no more than an hour (if we do go over time and you must leave, then you will be sent a link to the recording). Registrants will receive a PDF copy of the presentation and a certificate on completion.
NESA Webinar
Building Stronger Teamwork
Monday 15 February 2021
3.00pm AEDT (2.30pm SA, 2.00pm QLD, 1.30pm NT and 12 noon in WA)
Target Group
All staff
Summary
The Building Stronger Teamwork webinar is an interactive and highly practical session designed to provide your leaders with a range of simple and effective tools and methods they can use for creating strong teams, improving teamwork, and improving performance.
Mike will fill your toolbox with a range of resources you can easily pull out during daily huddles, team meetings, group discussions, one on one’s and any other time you interact with your team.
WHAT YOU CAN EXPECT
- Creating stronger team connections
- Improving the way staff work together
- Boosting team performance
FACILITATOR
Mike Symonds
With over 15 years experience in ‘Building Stronger Teams, Boosting Staff Engagement and Creating Positive Workplace Cultures’, Mike has worked with some of Australia’s leading businesses. His highly interactive and practical approach is guaranteed to leave you INSPIRED, ENERGIZED and MOTIVATED to implement key learnings straight away!
COST
OTHER
This live broadcast will include ample Q&A time and is expected to last no more than an hour (if we do go over time and you must leave, then you will be sent a link to the recording). Registrants will receive a PDF copy of the presentation and a certificate on completion.
NESA 2 part Coaching Program
Managing Challenging and Aggressive Client Behaviour
Tuesday 16 February and Wednesday 3 March 2021
Starts at 3.00 pm AEDT (2.30pm SA, 2.00pm 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, 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 23 February 2021 at 3.00 pm AEDT (2.30pm SA, 2.00pm QLD, 1.30pm 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
Session two: Barriers and limiting client behaviour, responding effectively, and maintaining personal and others safety: Wednesday 3 March 2021 at 3.00 pm AEDT (2.30pm SA, 2.00pm QLD, 1.30pm NT and 12 noon 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
NESA Webinar
Getting Past the Fear of Employer Objections
Wednesday 24 February 2021
12 noon AEDT (11.30am SA, 11.00 QLD, 10.30am NT and 9.00am WA)
Target Group
All 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 a certificate to attendees.
NESA Webinar
Thursday 25 February 2021
Change Your Brain for Habits of Excellence
3.00pm AEDT (2.30pm SA, 2.00pm QLD, 1.30pm NT and 12 noon in WA)
Summary
Habits are necessary – they help us to function effectively in an increasingly fast-paced and complex world. But are our habits helping or hindering our effectiveness and productivity?
This highly practical and enlightening webinar has a powerful message for anyone who wants better results from their time. It will leave participants feeling empowered to make changes in those areas that have been keeping them stuck in ineffective habits and routines.
WHAT YOU CAN EXPECT
- Understand why habits are hard, but not impossible, to break and change for good
- Explore how our brains create and embed habits
- Identify the 3 critical elements of a habit and which one to change for success
- Identify those killer habits that are robbing you of your productivity
- Learn practical, workable strategies for developing and maintaining your focus and attention
- Come away feeling inspired to action by applying the H.A.B.I.T. formula for greater productivity, a healthier lifestyle and a real sense of achievement
FACILITATOR
Clare Edwards
Clare is a change-maker. She helps organisations to tap into the collective potential of their people so that they can master personal leadership, thrive in change and stay fully engaged.
A passionate storyteller and inspiring speaker, Clare takes her audiences on an experiential journey, leaving them filled with new insights, keen to know more and motivated to change.
Clare’s corporate background spans 2 decades of working in senior management roles with global IT companies, surviving the dot com ‘boom and bust’ of the early millennium and thriving in complex, fast-paced change environments.
Clare makes the complex simple. She has studied neuroleadership extensively and brings theory and concepts to life helping people to uncover the full potential of their amazing brain and its ability to change – without the psychobabble.
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 Webinar
Substance Affected - What You Should Be Aware Of
Friday 26 February 2021
3.00pm AEDT (2.30pm SA, 2.00pm QLD, 1.30pm NT and 12 noon WA)
Target Group
All staff
Summary
Listen and interact with Sharon Mamo as she comprehensively discuss and answer your questions on substance abuse. Sharon will discuss the range of and the effects of using current day illicit drugs and alcohol. Sharon will offer pragmatic tips and advice on how to work with affected clients.
WHAT YOU CAN EXPECT
- Case Study and the Solution
- The effect on the brain
- Comparison of drugs
- Types of drugs
- The signs
- Addiction, what is it?
- The effects on health
- Your values and attitudes
FACILITATOR
Sharon Mamo
Sharon is a qualified human services program designer and lecturer with many years of experience in Human Resources. For the last 5 years she has focused on researching and working with disengaged job seekers and their complex needs. Sharon combines clinical psychotherapy and professionalism with a natural and down-to-earth approach. Sharon is a qualified Drug and Alcohol Facilitator, Psychotherapist & Social Sciences Professional. She has worked as a psychotherapist in employment services for 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.
Psychotherapist and Social Sciences & Trauma Professional, Counselling & AOD Specialist.
