LEADERSHIP LAB
The 'How To' Leadership Series
This practical, in-house training uses short video courses and guided discussions to develop practical communication skills for addressing performance, behaviour, attendance, and wellbeing. Also ideal for aspiring leaders and staff professional development.
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Short courses with 4-5 engaging videos per topic
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Train-the-trainer support for seamless program rollout
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Facilitator guides included for you to lead 1.5-hour discussion sessions
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Helps identify team gaps and set clear expectations
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The 'How To' Leadership Courses
Learn From Your Mistakes
Learn From Your Mistakes
Leadership
is a continuous journey of growth
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Understand that leadership challenges are a normal part of growth.
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See how keeping struggles to yourself can affect your work and well-being.
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Learn that sharing challenges is a strength, not a weakness.
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Feel more confident talking about leadership struggles.
Duration: 1.5 hours
$1650 .inc GST
12 Months: Up to 100 Users
Set Your Team Up For Success
Learn From Your Mistakes
Great
teams don’t just happen
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Understand the key skills your team needs and how to develop them.
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Make onboarding smoother and faster so new employees feel confident and ready.
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Learn how to set goals that motivate your team instead of creating stress.
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Focus on skill-building rather than just chasing numbers to drive long-term success.
Duration: 1.5 hours
$1650 .inc GST
12 Months: Up to 100 Users
Lead By Example & Set The Standard
Learn From Your Mistakes
Set the behaviours and standards you want to see in others.
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Steer clear of common mistakes that leaders make that can harm trust, motivation, and team participation.
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Model the behaviours you want to see in your team for greater accountability and performance.
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Create better ways to communicate that focus on direct conversations rather than relying too much on emails.
Duration: 2 hours
$1650 .inc GST
12 Months: Up to 100 Users
Spot Check Performance
Learn From Your Mistakes
Learn how to coach on the fly and lead with confidence.
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Give clear feedback that encourages positive behaviour.
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Observe team members, gain insights, and provide productive coaching tips
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Follow up on coaching discussions, making sure agreed actions are taken, and progress is happening.
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Address and correct behaviours that don't match the team culture.
Duration: 1.5 hours
$1650 .inc GST
12 Months: Up to 100 Users
Give Feedback That Will Stick
Learn From Your Mistakes
Learn how to provide balanced feedback both positive and constructive.
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Ask strategic questions that lead to "lightbulb moments" instead of simply telling.
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Have curious conversations that create accountability and lasting change.
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Discover how silence encourages deeper reflection and more meaningful responses.
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Master the art of delivering honest feedback
Duration: 1.5 hours
$1650 .inc GST
12 Months: Up to 100 Users
Hold Boundaries
Learn From Your Mistakes
Set professional boundaries while offering appropriate support.
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Understand how to support team members without taking on their responsibilities or becoming overly familiar.
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Recognise how mixing friendship with leadership can create challenges and perceptions of favoritism.
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Avoid becoming a "fixer" and encourage staff to take responsibility for their own challenges.
Duration: 1.5 hours
$1650 .inc GST
12 Months: Up to 100 Users
Hold People Accountable
Learn From Your Mistakes
Build a productive environment with clear expectations.
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Learn to face difficult conversations rather than avoiding them.
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Understand the importance of addressing issues as they arise.
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Develop strategies to respond effectively to unexpected workplace challenges.
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Balance empathy with accountability to maintain trust and drive results.
Duration: 1.5 hours
$1650 .inc GST
12 Months: Up to 100 Users
Manage Workplace Negativity
Learn From Your Mistakes
Workplace
negativity can spread quickly
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Reduce unconstructive complaining to prevent negative impacts on colleagues.
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Understand how gossip creates a toxic work environment: learn ways to discourage it.
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Apply constructive debriefing techniques to process difficult interactions effectively.
Duration: 1.5 hours
$1650 .inc GST
12 Months: Up to 100 Users
Handle A Team Meeting
Learn From Your Mistakes
Team meetings don't always go to plan
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Acknowledge strong opinions while steering discussions toward positive outcomes.
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Address offensive comments professionally, creating accountability and inclusivity.
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Master techniques to acknowledge oversharing while smoothly redirecting the conversation.
Duration: 1.5 hours
$1650 .inc GST
12 Months: Up to 100 Users
Have Uncomfortable Conversations
Learn From Your Mistakes
Build strategies to navigate tough discussions
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Discomfort can drive meaningful change and why allowing space for reflection is key.
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Coach others through difficult but necessary conversations, such as personal hygiene.
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Develop techniques for addressing concerns directly and constructively with coworkers.
Duration: 1.5 hours
$1650 .inc GST
12 Months: Up to 100 Users
Deliver Bad News
Learn From Your Mistakes
Practical techniques for having tough conversations.
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Learn why a direct and professional approach builds respect and credibility.
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Respond calmly and constructively to resignation 'threats'.
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Navigate personal disagreements with company policies while maintaining leadership integrity.
Duration: 1.5 hours
$1650 .inc GST
12 Months: Up to 100 Users
Identify Your Coaching Style
Learn From Your Mistakes
Build awareness of your own coaching style
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Identity how your personality impacts coaching.
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Recognise the downsides of over-nurturing: balance support with accountability.
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Understand how being overly passive causes confusion
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Avoid an overly dismissive coaching style
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Use guided discovery questions to engage your staff
Duration: 1.5 hours
$1650 .inc GST
12 Months: Up to 100 Users
Prepare For The Coaching Conversation
Learn From Your Mistakes
Most of our coaching is in the preparation
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Preparation increases the success rate of coaching conversations.
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Develop strategies to handle resistance with well-prepared examples.
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Diagnosing the root cause rather than reacting to symptoms.
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Analyse performance data to identify coaching opportunities and drive improvements.
Duration: 1.5 hours
$1650 .inc GST
12 Months: Up to 100 Users
Manage Attendance Conversations
Learn From Your Mistakes
Support your staff while holding them accountable
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Understand how to open the conversation.
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Respond to a staff member with poor mental health.
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Develop strategies to handle minimal action or unwillingness to change.
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Develop strategies when staff start using you as a counsellor or therapist.
Duration: 1.5 hours
$1650 .inc GST
12 Months: Up to 100 Users
Have Respectful Conversations
Learn From Your Mistakes
How to manage diversity and inclusion in the workplace.
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Common terms we use in the workplace that can trip us up.
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How to challenge offensive comments in a productive way.
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Connect with your colleagues - think about it from their perspective.
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Diverse and respectful conversations - what is above and below the line?
Duration: 1.5 hours
$1650 .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.