Objection Handling Masterclass Series
- A four-part series to explore objection handling
- Improve performance, productivity, emotional intelligence and
conversational mastery - Engaging sessions - it's like having your own expert working through
the content with you!
Part 1
Mastering Mindset
Part 2
Language Carries Energy
Part 3
Things that work against you
Part 4
The Empathy Formula
Mastering Mindset
Mindset is the single most important factor to keep in check when dealing with complaints, blame, refusal from heightened emotional or disengaged customers
6 months access for $xxx
Free with your ACA membership
Click on an image to view our trailers
1. Dumping Your Potatoes - How complaining becomes part of team culture
2. Ego, Judgement and Frustration - Mindsets that get in the way
3. Internal Curiosity - How to sidestep your ego, judgement & frustration
4. Circle of Control - Where to focus your energy
Language Carries Energy
6 months of access for $xxx
Click on an image to start the video
1. Dirty Words - using words customers don't understand
2. Negative Language - put it in the bin
3. Neutral language -You, me and blame
4. Language thermometer - finding the balance with customers
The Empathy Formula
Click on an image to start the video
1. Strategic Empathy- the centrepiece for managing conflict and emotion
2. Building an empathy statement - The formula to acknowledging customer emotion
3. Sympathy rabbit hole - why you're drowning in customer problems
4. Intent statements - why they build trust
Things that work against you
6 months of access for $xxx
Click on an image to start the video
1. Our Go-To’s - Language that gets us in trouble
2. T’s and C’s - Why no-one reads them
3. Blaming Others - Why it is a problem
4. The Reset Technique - Managing the conversation that escalates
Authors
Jodie Bedoya
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
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
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.
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.

-
61 438 391 500
We help organisations strike the right balance between organisational performance, regulatory obligations, and human connection.