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

Topic 2

Topic 3

Topic 4

Topic 5

Topic 6

Managing Your Mindset

Understand how ego impacts your ability to think logically and implement strategies for dealing with emotionally charged customers.
Write your awesome label here.

1.  Ego, Judgement and Frustration - mindsets that get in the way 

Write your awesome label here.

2.  The Cobra customer - How to deal with an angry customer

Write your awesome label here.

3.   Internal Curiosity - how to sidestep your ego, judgement & frustration

Write your awesome label here.

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.

Write your awesome label here.

1.   Connect With Your Customer – How to build trust and likeability

Write your awesome label here.

2.   Acknowledging Customer Effort – Know how to say thank you


Write your awesome label here.

3.   Pre-judging the Customer – The psychology behind why we do it


Write your awesome label here.

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.
Write your awesome label here.

1.  Fight and Flight - The customer may react to the imbalance of power and control

Write your awesome label here.

2. 7 Spices of Complaint Handling – Steps to handle customer complaints

Write your awesome label here.

3. If You Continue the Language - There are better strategies than terminating the call

Write your awesome label here.

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
Write your awesome label here.

1. Verbal nods and paraphrasing - the bread and butter of customer communication

Write your awesome label here.

2.  The Yes Ladder - A strategy for building trust

Write your awesome label here.

3.   Social Norms - How to normalise things for a customer

Write your awesome label here.

4.   Overtalking - Don’t steamroll your customers

Customer Vulnerability

Increase awareness to reduce the judgement. Understand what vulnerability means for your customer.

Write your awesome label here.

1.   What is Vulnerability? – To be human is to be vulnerable

Write your awesome label here.

2. The Customer’s Backpack – What can impact a conversation

Write your awesome label here.

3.  Customers with Poor Mental Health – How can we adapt 

Write your awesome label here.

4.   Low Literacy in Australia – How it can impact our customer
Write your awesome label here.

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.

Write your awesome label here.

1.   Dirty Words – Using words customers don’t understand

Write your awesome label here.

2. Impact of Dirty Words – How it can make someone feel stupid

Write your awesome label here.

3.  Internal Language – How it creates a power imbalance 

Write your awesome label here.

4.   Negative Language – Put it in the bin

Topic 7

Topic 8

Topic 9

Topic 10

Topic 11

Topic 12

Small Business Vulnerability

Spot the pressure points for small business owners and know how to support them through financial stress.
Write your awesome label here.

1. Small business - knowing their pressures

Write your awesome label here.

2. Small Business Collections - Positioning your questions

Write your awesome label here.

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.

Write your awesome label here.

1.  Circle of Control - Where to focus your energy

Write your awesome label here.

2.  Flipping your lid - How to stay in control


Write your awesome label here.

3.  Creating Good Habits - Support worklife balance and wellbeing


Write your awesome label here.

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.
Write your awesome label here.

1. Strategic Empathy – The centrepiece for managing conflict and emotion

Write your awesome label here.

2.  Sympathy Rabbit Hole – Why you’re drowning in customer problems

Write your awesome label here.

3.  Intent Statements – Why they build trust

Write your awesome label here.

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.
Write your awesome label here.

1.  Collections - Why we need the diagnostic process

Write your awesome label here.

2. Willingness vs Capacity - Why does it matter

Write your awesome label here.

3. Collections Conversations - The art of questioning techniques

Write your awesome label here.

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.

Write your awesome label here.

1. The Ideal Collector - 6 proven traits

Write your awesome label here.

2. Collections and Negotiations - Kick starting the process

Write your awesome label here.

3.  Confident Collections - Opening call killers that are a give away

Write your awesome label here.

4. Asking for the Money - Use the power of the pause

Maximising Payments

Learn techniques to enhance negotiation and the outcome

Write your awesome label here.
1. Maximising Payment - Using Timelines
Write your awesome label here.

2 . We Rely on Customers - A strategy for telling without telling

Write your awesome label here.

3. Benefits vs Consequences - Balancing them out

Write your awesome label here.

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.