Leadership Lab

To address the current need to balance performance, behaviours and workplace wellbeing, this leadership and coaching program has been designed to do just that.

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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The program is categorised into short courses, to guide you through the day-to-day practicalities of managing your team.

Course 1

Course 2

Course 3

Course 4

Course 5

Course 6
Course 7

How To Learn From Your Mistakes

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1.  You are not alone - An intro

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2.  Becoming a leader - you are no longer part of the gang

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3.   Coaching capability - what happens when you've had no driving lessons

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4.  Sink or swim - Never assume knowledge or awareness

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5.  Open questions - Make sure you don’t set someone up for failure

How To Lead By Example So You Can Set The Standard

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1.   Leadership nuggets -  what are yours?

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2.  Workplace Scar Tissue - Leadership lessons through our anti-role models

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3.   Practice what you want to see - Do your own Backyard Blitz


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4.   Disconnect by email - why hiding behind teh keyboard works against you

How To Set Your Team Up For Success

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1.The Art of Coaching - Get the foundations right

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2.  Induction - How to accelerate your new staff

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3.  KPI's - Are they working for you or against you

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4.   Compliance Process - Star of the Show

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5.  The Art of Coaching - Coach to inputs not outputs

How To Spot Check Performance - Coaching On The Fly

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1.   Catch people doing the right thing - The power of giving positive feedback

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2.   Observation - The fuel for coaching

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3.   Close your coaching loop - Check in to maintain motivation

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4.   What you are willing to walk past you are prepared to accept


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5.   Driving lessons with your kids - Takeaway tips for coaching

How To Give Feedback That’ll Stick - the keys to great coaching

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1.   Curiosity is key - Get them to their own lightbulb moment

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2. Curious coaching conversations - Great coaching means understanding the mechanics to

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3.  Power of the pause - Silence invites sharing

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4.  Balance positive and constructive, but not the sandwich

How To Hold Boundaries - You Are Not Here To Fix Everyone's Problems

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1.   Becoming a leader - you are no longer part of the gang

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2. What is and isn't your role - boundaries when support staff

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3.  Impact of overstepping boundaries - blurring the lines of friend and manager

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4.   Taking on too much - staff personal problems are not yours to fix

How To Hold People Accountable

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1. Why conversations are hard - it is better to have the conversation than not at all

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2. What you walk past you are willing to accept - Make sure you call it out as you see it

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3.  Curve balls - How to respond to those tricky encounters

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4. Empathy plus accountability combo - Maintain likeability whilst 'amping up' accountability

Course 8

Course 9

Course 10

Course 11

Course 12

Course 13

Course 14

How to identify your caoching style

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1.  Your communication style - Which approach suits you (DISC)

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2.  Coaching Persona - Mother Hen

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3. Coaching Persona - Mother Hen - Reflection

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4. Coaching Persona - The Fluffer

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5.  Coaching Persona - The Fluffer - Reflection
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6. Coaching Persona - The Bulldozer

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7. Coaching Persona - The Bulldozer - Reflection

How To Manage Tricky Participants In A Meeting

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1.  Participant Personalities

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2. The Know It all

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3.  The Distracted Person


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4. The Dominator

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5. Too Busy To Be Here

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6. The Conversationalist

How To Manage Workplace Negativity

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1.  Dumping your potatoes - how complaining becomes part of team culture

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2.  Gossip culture - why it is about power

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3. Debriefing after a tough call - Why talking actually helps

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4. Toxic positivity - Minimising how others feel through unrealistic positivity

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5.  Managing negative conversations - focus on the small positives

How To Handle A Team Meeting When Things Are Challenging

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1.  Running a meeting – The challenges for new leaders

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2. Training Pro Tip - Controlling Engagement

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3. Managing Tricky participants - The Opinionator

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4. How to Handle Disrespectful Comments - When and how to pull people up

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5. Training Pro-Tip - Handling someone who overshares

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6. Training Pro-Tip - Managing an inappropriate response

How To Have Uncomfortable Conversations

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1. It’s ok to create discomfort - Disruption equals change

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2. The art of coaching - How to coach to bad body odour

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3.  The art of coaching - How to coach to stop eye rolling in meetings

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4. Strategies for challenging convos with a colleague
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5. Strategies for challenging convos with a stakeholder

How To Deliver Bad News- Contractor or Staff

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1. Avoiding a diffiuclt convo - 7 common missteps

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2. Delivering bad news - It is best to be straightforward

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3. Challenging staff conversations - How to move away from avoiding and burying them

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4. Leading People - Our role in managing staff stating : "I am going to quit"
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5. Leading people - what if I don’t agree with company view

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6. Letting someone go - Sometimes it is the best outcome

How to prepare for the coaching conversation

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1. Planned coaching - the trigger may not be the root cause

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2. Prep, prep and prep - Increase the probability for a successful

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3. Coaching preparation - how many examples should I have ready?

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4. Coaching preparation Framing is key - so choose your level of spice

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5. Average Handling time - check what inputs get to the outputs

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7. KPI Review - check what inputs get to the outputs

Course 15

Course 16

Course 17

Course 18

Course 19

Course 20

Course 21

How to manage diversity and inclusion in your team

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1. Diversity - What does it mean?

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2. Diversity and your business - It's not about ticking a box

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3.  Observation days on the calendar - what are we meant to do

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4.Observation days on the calendar - what if I say the wrong thing?

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5. Social Disparity - How differences impact individual from being

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6. Intersectionality - Understanding what's beneath the surface

Coaching in action - How to manage the new generation of thinking

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1.  xxx

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2. xxx

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3.  xxx


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4. xxx

Coaching in action - How to manage attendance

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1.  xxx

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2.  xxx

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3. xxx

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4. xxx

Coaching in action - the tricky conversations

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1.  xxx

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2. xxx

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3. xxx

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4. xxx

How to create Psychological safety for your team

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1. Psychological safety - an eMatrix overview

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2.Psychological safety - what does it mean?

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3.  How to handle disrespectful comments - when and how to pull

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4.Disrespectful comments - how to move on
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5. Creating a safe space - tips for people leaders

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6. Leaders and Mental Health support - know your boundaries

How to have Respectful conversations

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1.Where are you from - is it ok to ask?

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2. The Banter - It cannot cross the line

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3. Calling it out - Making people accountable for what they say

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4. Common terms we use in the work place - things that trip us up
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5. Can I say this? - Or is there a better alternative?

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6. Letting someone go - Sometimes it is the best outcome

The Four Cornerstone of Managing Diversity in the workplace

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1. The First Cornerstone and Humour in the Workplace

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2. The Second Cornerstone

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3.  The Third Cornerstone

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4. The Fourth Cornerstone

Created By

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.

Jodie is one of Australia's leading collections, vulnerability and customer engagement specialists, who has trained best practice in the energy sector and held key executive, operational and training management roles, including as CEO of one of Australia's largest collection agencies.

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.

Alex has a background leading Complaints and Ombudsman teams for the energy sector, specialising in managing complex cases and assisting customers experiencing financial hardship. Alex's specialty is the art of communication, in particular understanding and applying strategic empathy, coaching programs for leaders, call calibration and business writing for the digital world we live in.

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.

Having managed teams in South Australian Housing responsible for managing both risk and vulnerability, including debt collection, Kaelia helps staff by creating context and understanding about what is happening for a customer, whilst teaching staff how to manage their own headspace and wellbeing.

Dr Paul Harrison

Consultant
Dr Paul Harrison is a Senior Lecturer and the Unit Chair of Consumer Behaviour in the Department of Marketing in Deakin Business School. Paul's research is focused on emotional and rational behaviour, and how our biology and the environment interact to influence the way we make decisions. His work has been published in a wide range of international journals and conference proceedings and has informed policy and business practice in Australia and internationally.