ALGRNZ Members Capability Uplift Program 

Collect the cash, keep ratepayers satisfied and protect staff wellbeing – have your cake and eat it!

Wouldn't you love staff driving their own development, getting better at their job along with this being super low effort your you?

  • Share the cost with other councils so you get maximum bang for buck
  • eMatrix facilitate an online kickoff where we get your staff excited about what's in it for them and how to get the most out of this content
  • eMatrix follow up every two months with your staff to reflect on application and highlights to ensure key concepts are understood
  • 12 short courses (30-45 mins) to help staff more smoothly navigate their role, get better outcomes and protect their wellbeing at work
  • 6 webinars: One run every second month to drive further engagement

What You Get

The best training at a fraction of the cost with access to subject matter experts.

THE SHORT COURSES

Access to 12 short courses on the topics that matter most to your organisation.

  • Highly engaging video-based content
  • 4 videos per topic
  • Duration - 30-45 minutes per topic.
  • One topic can be completed per month.
  • Supported with reference guides.
  • Online access for flexibility - complete anytime and from anywhere.
  • We support you with a kickoff session with staff and a follow up every two months.

THE WEBINARS

Access to 6 x 60 minute webinars, one run every second month, featuring subject matter experts.

Topics include:
1. Building Trust & Conversation Control.
2. Leadership & Coaching - Build accountability & action.
3. AI workshop - live case examples on what you can do in the workplace.
4. Engaging Through Your Keyboard - Business writing on a whole other level.
5. Controlling Your Time - Time management tips.
6. Complaint Handling - Dealing with emotion, blame and aggression.

Check out the trailers for the short course!

Topic 1

Topic 2

Topic 3

Topic 4

Topic 5

Topic 6

Managing Your Mindset

Understand how ego impacts your ability to think logically and implement strategies for dealing with emotionally charged customers.
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1.  Ego, Judgement and Frustration - mindsets that get in the way 

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2.  The Cobra customer - How to deal with an angry customer

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3.   Internal Curiosity - how to sidestep your ego, judgement & frustration

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4.  Dumping your potatoes - how complaining becomes part of team culture

Build Trust & Likeability

Build trust through acknowledgement, moving away from robotic conversations to ease a customers concern.

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1.   Connect With Your Customer – How to build trust and likeability

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2.   Acknowledging Customer Effort – Know how to say thank you


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3.   Pre-judging the Customer – The psychology behind why we do it


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4.   Stranger Danger – Customers are ready for battle

Empathy

Learn how to use empathy to restore calm with both your customers and your staff.
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1. Strategic Empathy – The centrepiece for managing conflict and emotion

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2.  Sympathy Rabbit Hole – Why you’re drowning in customer problems

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3.  Intent Statements – Why they build trust

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4.   Building an Empathy Statement – The formula to acknowledging customer emotion

Connect With Your Customer 

Learn how to actively listen, reduce overtalking and paraphrase using the ‘yes ladder
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1. Verbal nods and paraphrasing - the bread and butter of customer communication

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2.  The Yes Ladder - A strategy for building trust

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3.   Social Norms - How to normalise things for a customer

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4.   Overtalking - Don’t steamroll your customers

Customer Vulnerability

Increase awareness to reduce the judgement. Understand what vulnerability means for your customer.

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1.   What is Vulnerability? – To be human is to be vulnerable

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2. The Customer’s Backpack – What can impact a conversation

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3.  Customers with Poor Mental Health – How can we adapt 

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5.  Low Literacy Levels – How to adjust your conversation

Language Carries Energy 

Language matters! Explore language that disconnects with customers and adjust to your audience.

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1.   Dirty Words – Using words customers don’t understand

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2. Impact of Dirty Words – How it can make someone feel stupid

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3.  Internal Language – How it creates a power imbalance 

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4.   Negative Language – Put it in the bin

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Complaint Handling

Handle complaints effectively with these communication techniques to respond with empathy.
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1. The Merry Go Round Effect - Why the customer repeats themselves 

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2. Handling the Emotional Customer - Which spices are best to use?

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3.  Handling the Customer Who Blames - Which spices are best to use?

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4.  Complaint Fighter - How the wrong language inflames things

Strategies For Workplace Wellbeing

Practical tools for when things are getting challenging that the team can use on an ongoing basis for dealing with stress.

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1.  Circle of Control - Where to focus your energy

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2.  Flipping your lid - How to stay in control


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3.  Creating Good Habits - Support worklife balance and wellbeing


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4. The Stress Bucket – How to stop it from overflowing

Conflict Resolution

Learn how to manage your own fight and flight response when customers are emotional and/or becoming agitated.
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1.  Fight and Flight - The customer may react to the imbalance of power and control

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2. 7 Spices of Complaint Handling – Steps to handle customer complaints

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3. If You Continue the Language - There are better strategies than terminating the call

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4.   The Reset Technique – Managing the conversation that escalates

Collections Questioning Techniques

Learn the different questioning styles and techniques which enable greater discovery of your customer’s situation.
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1.  Collections - Why we need the diagnostic process

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2. Willingness vs Capacity - Why does it matter

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3. Collections Conversations - The art of questioning techniques

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4. Collections Questions Menu - Choosing the questions that best fit the scenario

Collections Concepts & Coversations

The philosophies and personal traits that work well in collections and hardship roles.

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1. The Ideal Collector - 6 proven traits

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2. Collections and Negotiations - Kick starting the process

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3.  Confident Collections - Opening call killers that are a give away

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4. Asking for the Money - Use the power of the pause

Maximising Payments

Learn techniques to enhance negotiation and the outcome

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1. Maximising Payment - Using Timelines
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2 . We Rely on Customers - A strategy for telling without telling

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3. Benefits vs Consequences - Balancing them out

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4. The Payment Default - How to handle multiple unpaid arrangements

Authors

Jodie Bedoya

DIRECTOR

Jodie Bedoya is the Founder and director of the Melbourne based training company, eMatrix, which she began after identifying a gap in practical training and guidance for frontline staff, team leaders and managers in the art of communication.


Alex Daniel

OPERATIONS MANAGER

Alex's expertise within dispute resolution, call quality, hardship and process improvement has enabled him to find a unique balance in facilitation customer engagement, eliminating conflict and debt collection.


Kaelia Cockington

TRAINING CONSULTANT

With a background in psychology, developmental trauma and homelessness, Kaelia brings awareness to organisations about vulnerability and how best to navigate conversations for people with complexity.