Sensitive Convos training


Sensitive Conversation Videos  - Clean Up

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1.  S&SH How to Respond

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2.  DFV Empathy Part 2

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3.   DFV Sympathy

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4.  AD Cut - DFV Myth 2

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5.  DFV Myth 3

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6.  DFV Coaching Lounge

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7.  DFV Myth 1

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8. S&SH Our Role in Supporting Distressed Customers

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9. DFV Questioning

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10. DFV How to Identify

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11. DFV Myth 5

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12. DFV Myth 4

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13. Paul Intro Suicide Self Harm

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14. Paul Intro FDV

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15. S&SH Myth 1

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16. S&SH Myth 2

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17. S&SH Myth 3

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18. S&SH Myth 4

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19. S&SH Myth 5

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20. S&SH Myth 6

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21. DFV How To Offer Support Service

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22. DFV Lived Experience Vicky

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23. DFV Lived Experience Paul

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24. DFV First Nations Perspective

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25. S&SH The next call after disclosure

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26. S&SH Coaching Lounge



Created By

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.

Jodie is one of Australia's leading collections, vulnerability and customer engagement specialists, who has trained best practice in the energy sector and held key executive, operational and training management roles, including as CEO of one of Australia's largest collection agencies.

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.

Alex has a background leading Complaints and Ombudsman teams for the energy sector, specialising in managing complex cases and assisting customers experiencing financial hardship. Alex's specialty is the art of communication, in particular understanding and applying strategic empathy, coaching programs for leaders, call calibration and business writing for the digital world we live in.

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.

Having managed teams in South Australian Housing responsible for managing both risk and vulnerability, including debt collection, Kaelia helps staff by creating context and understanding about what is happening for a customer, whilst teaching staff how to manage their own headspace and wellbeing.

Dr Paul Harrison

Consultant
Dr Paul Harrison is a Senior Lecturer and the Unit Chair of Consumer Behaviour in the Department of Marketing in Deakin Business School. Paul's research is focused on emotional and rational behaviour, and how our biology and the environment interact to influence the way we make decisions. His work has been published in a wide range of international journals and conference proceedings and has informed policy and business practice in Australia and internationally.