COBA PROFESSIONAL DEVELOPMENT PROGRAM

SOFT SKILLS FOR BETTER ENGAGEMENT WITH YOUR MEMBERS

Customer Engagement | Mindset & Wellbeing | Conflict Resolution | Collections

  WHAT YOU GET

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

Short Courses

12 short courses on Customer Engagement, Mindset & Wellbeing, and Debt Collection & Hardship.

Webinars

12 webinars and access to recorded webinars for the duration of your subscription.

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 - 30-60 minutes per topic.
• One topic can be completed per month.
• Supported with reference guides.
• Online access for flexibility - complete anytime and from anywhere.

THE WEBINARS

Access to 12 x 30-60 minute webinars, one per 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. The Confidence Code - tips for building confidence for women.
5. The Small Business Workshop - understanding your customer’s challenges.
6. Building Your Internal Brand - how to build your profile.

Check out the trailers for the short course!

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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

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

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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4.   Low Literacy in Australia – How it can impact our customer
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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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Small Business Vulnerability

Spot the pressure points for small business owners and know how to support them through financial stress.
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1. Small business - knowing their pressures

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2. Small Business Collections - Positioning your questions

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3.  Small Business Conference Talk

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

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

Asking For The Money

Learn how to confidently, assertively and respectfully ask for the money.
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1.  Collections and Negotiations – Kick-starting the process.

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2. Confident collections – Opening call killers that are a giveaway.

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3. Asking for the money – Use the power of the pause.

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4. Dumb and dumber of collections – Questions that don’t work.

How To Have Uncomfortable Conversations

Strategies for challenging conversations with your colleague, boss and internal stakeholders. 

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1.Strategies for Challenging Convos - With my colleague

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2. Strategies for Challenging Convos - With my boss

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3.  Strategies for challenging convos- with internal stakeholders

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4. Managing Negative Conversations – Focus on the small positives

Occupational Violence

Learn what you can say and do to de-escalate customer behaviour 

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1. Calming the situation
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2 . De-esclating a Swearer

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3. Early Warning Signs

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4. What If They Come At You

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.