Scams Awareness and Navigating Sensitive Conversation

This three-part course is designed to equip you with the knowledge, communication skills, and confidence to have supportive conversations with customers who have experienced a scam

Across the program, you will develop an understanding of how scams affect customers emotionally, financially, and psychologically, helping you build the right mindset for providing empathetic, customer-centred support.

You will learn practical communication techniques that enable you to manage difficult conversations effectively while protecting your own energy and wellbeing.

Format

Online

Content 

Videos & Workbook

Course Duration 

2 Hours

Online Subscription

12 Months Unlimited Access

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Learning Outcomes

  • To develop an awareness of the ever-evolving world of scams

  • To develop the correct mindset when working with scam victims and understand why it is critical to apply when working supportively with customers

  • Use purposeful language to build trust, reduce customer anxiety, and create more effective conversations.

  • Apply strategic empathy and clear intent statements to help customers feel heard, understood, and supported from the beginning of an interaction.

  • Understand the grief curve and how customers may respond emotionally after experiencing a scam and recognise how this can influence conversations.

  • Use practical communication techniques to reduce shame, build trust, and help customers feel supported.


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.

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.