LANGUAGE LAB
Short Courses Designed for Frontline Staff
Engaging, video-based training modules with the language and techniques to improve customer engagement, maximise collections, and handle conflict, featuring expert-led videos, role plays, and comprehensive facilitator guides.
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Video-based modules running 1.5 to 2 hours each
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No boring PowerPoint - includes calls, role plays, and examples
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Facilitator guides and participant workbooks provided for in-house delivery
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Suitable for induction training and ongoing upskilling
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Train-the-trainer support for seamless program rollout
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Courses for Frontline Staff
Customer Engagement
Collections & Hardship
Complaint Handling
Active Listening
Learn From Your Mistakes
Build trust by listening to understand, not just to reply.
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Why we overtalk, rather than listen: learn how to change that dynamic.
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Actively listen through verbal nods and reflective listening.
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Learn to paraphrase and adopt the 'Yes Ladder'.
Duration: 1.5 hours
$2750 .inc GST
12 Months: Up to 100 Users
Connect With Your Customer
Learn From Your Mistakes
Build trust and likeability with your customers in a short period of time.
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Why connecting with your customer is important.
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Humanise the ID process.
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Corporate stranger danger and how to ease a customer’s concern.
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Build trust through acknowledgement.
Duration: 1.5 hours
$2750 .inc GST
12 Months: Up to 100 Users
Dirty Words
Learn From Your Mistakes
Replace contractual English with plain English, both verbal and written.
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Simplify language and avoid ‘dirty’ words when connecting with customers.
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The customer’s headspace coming into a call.
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Illiteracy rates and why they matter.
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Dirty words, what are they and how to avoid them.
Duration: 1.5 hours
$2750 .inc GST
12 Months: Up to 100 Users
Language Carries Energy
Learn From Your Mistakes
Learn how to stay positive - negative language is an endorphin killer.
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Formal vs informal language – where is the balance?
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Common go-to language that gets us in trouble.
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How negative language impacts us and the customer.
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How to convert to productive alternatives.
Duration: 1.5 hours
$2750 .inc GST
12 Months: Up to 100 Users
Neutral Language
Learn From Your Mistakes
Remove pointed language and neutralise it when delivering bad news.
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The reasons we blame others.
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What are the blamey words we use?
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Neutralise language as a pro-active approach to avoid customers escalating.
Duration: 1.5 hours
$2750 .inc GST
12 Months: Up to 100 Users
Taking Accountability
Learn From Your Mistakes
No more hiding behind policy and procedures.
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Why we tend to avoid accountability.
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What avoiding accountability looks and sounds like.
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Language we can use to take accountability within our roles.
Duration: 1.5 hours
$2750 .inc GST
12 Months: Up to 100 Users
Engaging Through Your Keyboard
Learn From Your Mistakes
Humanising your language, removing blame and keeping it simple.
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Plan and structure an email to a customer, stakeholder and manager.
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Use plain English and make your email more personable when responding to ‘challenging’ emails.
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Work through our top 10 email clangers.
Duration: 1.5 hours
$2750 .inc GST
12 Months: Up to 100 Users
Collection Concepts
Learn From Your Mistakes
The philosophies and personal traits that work well in collection and hardship roles.
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Debt collectors and people's perceptions
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Great collectors - the mindset and skills that works.
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Collections vs hardship, is there a difference is skillset?
Duration: 1.5 hours
$2750 .inc GST
12 Months: Up to 100 Users
Asking For The Money
Learn From Your Mistakes
Kick start the process and confidently ask for the money.
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Collections and negotiations – Kick-starting the process.
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Confident collections – Opening call killers that are a giveaway.
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Asking for the money – Use the power of the pause.
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Dumb and dumber of collections – Questions that don’t work.
Duration: 1.5 hours
$2750 .inc GST
12 Months: Up to 100 Users
The Art Of Questioning
Learn From Your Mistakes
Techniques to enable greater discovery of your customer’s situation.
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Confidently ask for the money and know how to respond when a customer says “I can’t pay”.
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The art of discovery, know what questions to ask and how to ask them – listen for the act on triggers.
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Maximise your payments using timelines.
Duration: 1.5 hours
$2750 .inc GST
12 Months: Up to 100 Users
Maximising Payments
Learn From Your Mistakes
Learn techniques to enhance negotiation and the outcome.
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Use positive and negative timelines to maximise your repayments.
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Manage habitual defaulters vs first time defaulters.
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Learn how to say no and provide alternative options.
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Set your customer up for success.
Duration: 1.5 hours
$1650 .inc GST
12 Months: Up to 100 Users
Benefits & Seasoned Language
Learn From Your Mistakes
Lock in a solution based on tailoring the benefit or consequences.
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Use ‘seasoned’ language to influence the customer to maximise repayment.
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Weave in benefits, impact words, action and purpose statements to maximise your repayments.
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Explain the consequences of non-payment in a meaningful way.
Duration: 1.5 hours
$2750 .inc GST
12 Months: Up to 100 Users
Willingness Capacity
Learn From Your Mistakes
Why is your customer not paying? Is it willingness, capacity or both? Know how to tell the difference.
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Understand why people avoid paying and the emotions people attach to debt
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Identify the difference between a customer’s willingness and capacity to pay
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Learn the best approach to adopt for each
Duration: 1.5 hours
$2750 .inc GST
12 Months: Up to 100 Users
Mindset & The Cobra
Learn From Your Mistakes
Tackle common mindsets for a productive conversation.
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Ego, Judgement, and Frustration – Mindsets that get in the way.
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The Cobra Customer – How to deal with an angry customer.
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Internal Curiosity – How to sidestep your ego, judgement & frustration.
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Dumping Your Potatoes – How complaining becomes part of team culture.
Duration: 1.5 hours
$2750 .inc GST
12 Months: Up to 100 Users
Social Norms
Learn From Your Mistakes
Influence a customer’s behaviour by applying “norms”.
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Learn what social norms are as part of behavioural economics.
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Know that we are influenced by others’ behaviours.
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Learn how to ‘nudge’ customers using social norms.
Duration: 1.5 hours
$2750 .inc GST
12 Months: Up to 100 Users
Empathy
Learn From Your Mistakes
Use empathy to restore calm with your customers.
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Understand the difference between sympathy, empathy and apathy.
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Learn how to apply using the empathy toolkit.
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Learn how to use an intent statement to short cut the trust building process.
Duration: 1.5 hours
$2750 .inc GST
12 Months: Up to 100 Users
Objection Handling Techniques
Learn From Your Mistakes
Handle tricky escalations from customers with confidence.
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The 7 spices of objection handling.
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Bring together empathy, action and purpose statements to deal with challenging customer conversations.
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Workshop your top objections and ways to navigate them.
Duration: 1.5 hours
$2750 .inc GST
12 Months: Up to 100 Users
Privacy & Verification Frustration
Learn From Your Mistakes
Designed to assist front line staff navigate verification and ID blocks from customer
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Manage customer frustration.
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Humanise the ID process.
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Identify ways people weaponise personal information.
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Overcome the most common breaches around non authorised disclosure.
Duration: 1.5 hours
$2750 .inc GST
12 Months: Up to 100 Users
Course Content
Each course contains videos and a workbook to support learning
Self-paced Online Access
Staff can access the content and progress at their own pace during the 6 months subscription
Instructor Led Option
A choice to facilitate these courses in-house using eMatrix Resource Guide. We will support you with a Train the Trainer session.
Have Questions?
Created By
Jodie Bedoya
Credit & DEBT resolution specialist
A leading expert with 25+ years' experience, Jodie builds organisational capability in credit, debt resolution, hardship, and family violence. Founder of eMatrix, she delivers practical training for frontline success.
Alex Daniel
performance & coaching specialist
Alex delivers transformative training in collections, hardship, and complex complaints by integrating coaching and QA. He helps organisations shift staff mindsets, providing insights and resolution strategies for better customer engagement and staff wellbeing.
Kaelia Cockington
vulnerable customer specialist
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.
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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.
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
The philosophies and personal traits that work well in collections and hardship roles.
Confidently, assertively and respectfully ask for the money.
Questioning styles and techniques that enable greater discovery of a customer's situation.
Techniques to enhance negotiation and the outcome.
Lock in a solution by tailoring the benefit or the consequences.
Tell the difference between won't-pay and can't-pay, and adapt your approach.
Spot the pressure points for small business owners and support them through stress.
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
Recognise signs, risk factors and vulnerable groups and know why privacy matters.
Listen for triggers, respond with empathy, ask respectful questions and transfer with care.
Recognise impacts, respect privacy, and support employees safely and effectively.
Understand family and domestic violence in India, its challenges, and support in Australia.
Get to know domestic violence in the Philippines, its impact, and how support works here.
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
Recognise the signs of vulnerability and confidently adjust your approach.
Learn what trauma is, its impact, and how to communicate more effectively.
Challenge assumptions and respond with awareness and care.
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.
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
Remain compliant, ethical and fair when debt collecting per the ACCC guidelines.
Aligned with ASIC Report 806 — build communication and complaint-resolution skills for vulnerable super members.
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
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.
How to build trust and likeability.
03 Dirty Words
Replace contractual English with plain English, verbal and written.
Stay positive — negative language is an endorphin killer for you and your customer.
Remove pointed language and neutralise it, particularly when delivering bad news.
No more hiding behind policy — take accountability in your role.
Skills and techniques for building trust and likeability with your customer.
The psychology of connection: the yes-ladder, options, and managing behaviour.
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
Understand how ego impacts logical thinking and handle emotionally charged customers.
The science of negativity and why 'dumping potatoes' on others isn't constructive.
Practical tools the team can use on an ongoing basis for dealing with stress.
Manage stressful conversations with your colleagues.
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.
Handle tricky escalations with confidence.
Handle tricky ID and privacy chats smoothly without losing the human touch.
Stay safe in the field by spotting risks and handling tough situations.
Awareness of your own mindset — ego, judgement, negativity — and how to shift it.
Adapt to fight-or-flight triggers and apply empathy without sympathy spirals.
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
Build the confidence and skills to deliver engaging training, virtual or in person.
Cultural awareness and practical skills to engage respectfully with First Nations customers.
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
Build confidence and a strong leadership mindset while staying connected with your team.
Guide your team, improve onboarding, set goals, and focus on what drives success.
Set the behaviours and standards you want to see in others.
Encourage self-discovery and accountability, and give balanced feedback.
Set professional boundaries while offering appropriate support.
Maintain clear expectations in a productive, supportive environment.
Transform negativity into constructive communication.
Run productive meetings and navigate difficult participants.
Navigate tough discussions with confidence and clarity.
Practical techniques to improve communication when the news is hard.
Identify personalities and handle them professionally.
Understand your style and three common coaching personas.
Eight real-world scenarios for walk-up traffic challenges.
Handle resistance, identify opportunities and drive improvement.
Set professional boundaries while offering appropriate support.
Real-world strategies for the most challenging people-management conversations.
Craft sharp, professional messages with clarity, confidence and the right tone.
Coach confidently in the flow of work and build an empowered culture.