LANGUAGE LAB

Short Courses Designed for Frontline Staff

A training program designed to give you the language to engage customers, maximise collections and handle complaints.

Incorporating key principles, with hundreds of examples, scenarios and role plays, our program is designed to provide you with the skills, insights and mindset needed to navigate the landscape of leadership in managing your practice.
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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. 

  • Why we overtalk, rather than listen: learn how to change that dynamic.

  • Actively listen through verbal nods and reflective listening.
  • 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.

  • Why connecting with your customer is important.

  • Humanise the ID process.
  • Corporate stranger danger and how to ease a customer’s concern.
  • 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.

  • Simplify language and avoid ‘dirty’ words when connecting with customers.

  • The customer’s headspace coming into a call.
  • Illiteracy rates and why they matter.
  • 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.

  • Formal vs informal language – where is the balance?

  • Common go-to language that gets us in trouble.
  • How negative language impacts us and the customer.
  • 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.

  • The reasons we blame others.

  • What are the blamey words we use?
  • 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.

  • Why we tend to avoid accountability.

  • What avoiding accountability looks and sounds like.
  • 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.

  • Plan and structure an email to a customer, stakeholder and manager.

  • Use plain English and make your email more personable when responding to ‘challenging’ emails.
  • 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.

  • Debt collectors and people's perceptions

  • Great collectors - the mindset and skills that works.
  • 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.

  • Collections and negotiations – Kick-starting the process.

  • Confident collections – Opening call killers that are a giveaway.
  • Asking for the money – Use the power of the pause.
  • 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.

  • Confidently ask for the money and know how to respond when a customer says “I can’t pay”.

  • The art of discovery, know what questions to ask and how to ask them – listen for the act on triggers.
  • 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.

  • Use positive and negative timelines to maximise your repayments.

  • Manage habitual defaulters vs first time defaulters.
  • Learn how to say no and provide alternative options.
  • 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.

  • Use ‘seasoned’ language to influence the customer to maximise repayment.

  • Weave in benefits, impact words, action and purpose statements to maximise your repayments.
  • 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. 

  • Understand why people avoid paying and the emotions people attach to debt
  • Identify the difference between a customer’s willingness and capacity to pay
  • 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.

  • Ego, Judgement, and Frustration – Mindsets that get in the way.

  • The Cobra Customer – How to deal with an angry customer.
  • Internal Curiosity – How to sidestep your ego, judgement & frustration.
  • 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”.

  • Learn what social norms are as part of behavioural economics.

  • Know that we are influenced by others’ behaviours.
  • 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.

  • Understand the difference between sympathy, empathy and apathy.

  • Learn how to apply using the empathy toolkit.
  • 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.

  • The 7 spices of objection handling.

  • Bring together empathy, action and purpose statements to deal with challenging customer conversations.
  • 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

  • Manage customer frustration.

  • Humanise the ID process.
  • Identify ways people weaponise personal information.
  • 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.