LANGUAGE Lab
Empathy
Empathy is one most powerful communication tools we have. But what is it and can we use it strategically? Many of us find customers, who may be angry, emotional or heightened difficult to handle. And how do we assist those Who are in vulnerable states? Are we sympathetic or empathetic and what’s the difference anyway? Empathy and sympathy are often grouped together, but they’re very different.
Come along to this workshop to learn how to use empathy to restore calm with both your customers and your staff.
Format
Online
Content
Videos & Workbook
Course Duration
2 Hours
Online Subscription
12 Months Unlimited Access
Write your awesome label here.
Learning Outcomes
LANGUAGE Lab
Empathy
Empathy is one most powerful communication tools we have. But what is it and can we use it strategically? Many of us find customers, who may be angry, emotional or heightened difficult to handle. And how do we assist those Who are in vulnerable states? Are we sympathetic or empathetic and what’s the difference anyway? Empathy and sympathy are often grouped together, but they’re very different.
Come along to this workshop to learn how to use empathy to restore calm with both your customers and your staff.
Write your awesome label here.
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.
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.
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.
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.
