IMA MEMBERS PROFESSIONAL DEVELOPMENT PROGRAM

SOFT SKILLS FOR BETTER ENGAGEMENT WITH YOUR CUSTOMERS

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!

Topic 1

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Topic 3

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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

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

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.

www.ematrixtraining.com.au
jodieb@ematrixtraining.com.au
61 438 391 500

eMatrix is a specialist provider of communication and soft skills training for teams working in credit, collections, hardship, complaints and customer vulnerability. We have modernised the way frontline staff are trained through short-form videos, interactive workshops, and practical discussions providing them with essential skills in empathy, communication, leadership, and resilience.

We help organisations strike the right balance between organisational performance, regulatory obligations, and human connection.

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Content Styles

Call Analysis & Breakdown

Perfect for call centre & support departments that are looking to improve customer service. Typical format is a call is analysed & broken down by a panel of 2 or 3.

Informational Content

Suitable for educating, informing and engaging by providing knowledge & facts. Examples, background information on a department, information of a business service

Training & Education

Small text.

Explainer & How To

Suitable for communicating the value & benefits and is the best way to showcase your product or service. Perfect for making complex information easier to understand.

Shorts

Short & sweet videos that are perfect for TikTok, Instagram

Orientation

Suitable for staff, program or product orientation

Interview

Interview of a single subject matter expert in Teams video conference call.

Discussion Panel

Subject matter (up to 3) experts in a Teams video conference discussion.

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8 COURSES

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Debt Collection & Hardship

Master the mindset and mechanics of confident, respectful collections and hardship conversations.

COURSES IN THIS MODULE

01 Collections Concepts

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

02 Asking for the Money

Confidently, assertively and respectfully ask for the money.

03 The Art of Questioning

Questioning styles and techniques that enable greater discovery of a customer's situation.

04 Maximising Payments

Techniques to enhance negotiation and the outcome.

05 Benefits & Seasoned Language

Lock in a solution by tailoring the benefit or the consequences.

06 Willingness v Capacity

Tell the difference between won't-pay and can't-pay, and adapt your approach.

07 Small Business Vulnerability

Spot the pressure points for small business owners and support them through stress.

08 Collections Concepts & Conversations Playlist

What it takes to succeed in collections and how to kick-start the conversation.

6 COURSES

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Family & Domestic Violence

Recognise the signs, respond with care, and support customers and colleagues affected by family and domestic violence.

COURSES IN THIS MODULE

01 Family Violence Awareness

Recognise signs, risk factors and vulnerable groups and know why privacy matters.

02 Family Violence Customer Conversations

Listen for triggers, respond with empathy, ask respectful questions and transfer with care.

03 Family Violence Training for Leaders

Recognise impacts, respect privacy, and support employees safely and effectively.

04 Cultural Awareness: India

Understand family and domestic violence in India, its challenges, and support in Australia.

05 Cultural Awareness: Philippines

Get to know domestic violence in the Philippines, its impact, and how support works here.

06 Bystander Training

Learn how to spot, speak up and safely step in to help prevent violence against women.

7 COURSES

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Vulnerability

Identify the signs of vulnerability and adjust your approach to support the customer.

COURSES IN THIS MODULE

01 Vulnerability Awareness

Recognise the signs of vulnerability and confidently adjust your approach.

02 Trauma Aware Conversations

Learn what trauma is, its impact, and how to communicate more effectively.

03 Customers Experiencing Homelessness

Challenge assumptions and respond with awareness and care.

04 Disability & Carers

Understand disability and caring challenges and adjust your approach to support better.

05 Incarceration

Explore how incarceration affects lives and communicate more thoughtfully.

06 Scams

Spot scams, use empathy, manage emotions, and guide customers through tough conversations.

07 Vulnerability Playlist

Recognise and support vulnerable customers with the right tools and boundaries.

3 COURSES

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Compliance

Stay ethical, fair and compliant with ACCC and ASIC-aligned programs.

COURSES IN THIS MODULE

01 ACCC Guidelines in Collections

Remain compliant, ethical and fair when debt collecting per the ACCC guidelines.

02 Changing Gears

Aligned with ASIC Report 806 — build communication and complaint-resolution skills for vulnerable super members.

03 Closing the Gap

Identify vulnerability and provide empathetic, tailored support to customers in hardship.

1 COURSE

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Masterclasses

Short, practical masterclasses that build skills teams can apply immediately.

COURSES IN THIS MODULE

01 Express Upskill Masterclass

Bite-size sessions equipping customer-facing teams with practical, immediate skills.

9 COURSES

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Customer Engagement

Build trust and likeability through the language, listening and accountability that connect.

COURSES IN THIS MODULE

01 Active Listening

Build trust by listening to understand, not just to reply.

02 Connect With Your Customer

How to build trust and likeability.

03 Dirty Words

Replace contractual English with plain English, verbal and written.

04 Language Carries Energy

Stay positive — negative language is an endorphin killer for you and your customer.

05 Neutral Language

Remove pointed language and neutralise it, particularly when delivering bad news.

06 Taking Accountability

No more hiding behind policy — take accountability in your role.

07 Build Trust & Likeability Playlist

Skills and techniques for building trust and likeability with your customer.

08 Connect With Your Customer Playlist

The psychology of connection: the yes-ladder, options, and managing behaviour.

09 Language Carries Energy Playlist

Language that disconnects — and how to adjust to your audience.

5 COURSES

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Wellbeing & Mindset

Practical tools to manage stress, mindset and negativity for a healthier working day.

COURSES IN THIS MODULE

01 Mindset & the Cobra

Understand how ego impacts logical thinking and handle emotionally charged customers.

02 Dumping Your Potatoes

The science of negativity and why 'dumping potatoes' on others isn't constructive.

03 Workplace Wellbeing and Resilience

Practical tools the team can use on an ongoing basis for dealing with stress.

04 Managing Tricky Conversations

Manage stressful conversations with your colleagues.

05 Strategies for Workplace Wellbeing Playlist

Rumination, cortisol, your stress bucket, circle of control, and more.

9 COURSES

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Conflict Resolution

De-escalate with confidence using empathy, neutral language and proven techniques.

COURSES IN THIS MODULE

01 The Cobra

Stay calm by tackling the mindsets that mess up a productive conversation.

02 Social Norms

Influence a customer's behaviour by applying norms.

03 Empathy

Use empathy to restore calm with both customers and staff.

04 Objection Handling Techniques

Handle tricky escalations with confidence.

05 Privacy & Verification Frustration

Handle tricky ID and privacy chats smoothly without losing the human touch.

06 Occupational Violence

Stay safe in the field by spotting risks and handling tough situations.

07 Mindset Playlist

Awareness of your own mindset — ego, judgement, negativity — and how to shift it.

08 Objection Handling & Complaints Playlist

Adapt to fight-or-flight triggers and apply empathy without sympathy spirals.

09 Questioning Techniques Playlist

The art of discovery and negotiation to reach the best solution.

3 COURSES

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Other Training Courses

Specialist programs spanning train-the-trainer, cultural awareness and inclusion.

COURSES IN THIS MODULE

01 Train the Trainer

Build the confidence and skills to deliver engaging training, virtual or in person.

02 First Nations: Awareness & Money Talk

Cultural awareness and practical skills to engage respectfully with First Nations customers.

03 Suicide & the Customer Conversation

Break the stigma and build the confidence to navigate sensitive conversations about suicide.

18 COURSES

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Leadership & Coaching

Lead by example and coach in the flow of work with real-world, practical strategies.

COURSES IN THIS MODULE

01 Learn From Your Mistakes

Build confidence and a strong leadership mindset while staying connected with your team.

02 Set Your Team Up for Success

Guide your team, improve onboarding, set goals, and focus on what drives success.

03 Lead By Example & Set the Standard

Set the behaviours and standards you want to see in others.

04 Give Feedback That Will Stick

Encourage self-discovery and accountability, and give balanced feedback.

05 Hold Boundaries

Set professional boundaries while offering appropriate support.

06 Hold People Accountable

Maintain clear expectations in a productive, supportive environment.

07 Manage Workplace Negativity

Transform negativity into constructive communication.

08 Handle a Team Meeting

Run productive meetings and navigate difficult participants.

09 Have Uncomfortable Conversations

Navigate tough discussions with confidence and clarity.

10 Deliver Bad News

Practical techniques to improve communication when the news is hard.

11 Manage Tricky Participants in a Meeting

Identify personalities and handle them professionally.

12 Identify Coaching Style

Understand your style and three common coaching personas.

13 Leading on the Fly

Eight real-world scenarios for walk-up traffic challenges.

14 Preparing for the Coaching Conversation

Handle resistance, identify opportunities and drive improvement.

15 Frame and Set Boundaries

Set professional boundaries while offering appropriate support.

16 Bringing It All Together

Real-world strategies for the most challenging people-management conversations.

17 Engaging Through Your Keyboard

Craft sharp, professional messages with clarity, confidence and the right tone.

18 Coaching Foundation

Coach confidently in the flow of work and build an empowered culture.