Discover Our Courses

Increase awareness about the different types of family violence, common myths and the social impacts in Australia. Gain an understanding of the statistics, causes and contributing factors.

Understand what triggers and signs to look out for when interacting with customers. Learn how to best have manage the customer conversation to assist the customer and to maintain your own wellbeing.

Raise your awareness of family violence, its social impacts and impacts on the workplace. Learn through this course how to identify family violence when it presents in the workplace & understand the steps to best support your staff.

An introduction to family violence and its impacts in both Indian and in Australian culture. This is to assist Indian staff understand Australian law, protections and the language customers use to describe their experiences and/or challenges when experiencing family violence.

An introduction to family violence and its impacts in both the Philippines and in Australian culture. This is to assist Filipino staff understand Australian law, protections and the language customers use to describe their experiences and/or challenges when experiencing family violence.

When witnessing another person being harassed, discriminated against, or treated unfairly but isn’t directly involved, challenging harmful behaviours by stepping up is one of the most powerful ways to create safer, more respectful space.​Learn how to do this in a safe and respectful way.

Suicide awareness is vital for breaking stigma and supporting those at risk. This program helps customer-facing staff recognise warning signs, respond with care, and understand their role and limits. With practical tools and skills, participants gain confidence to engage safely while protecting their own wellbeing.

Suicide disclosure is a sensitive and complex issue that requires awareness, compassion, and clear boundaries. This module explores warning signs, why open conversations matter, and how to respond when someone expresses suicidal thoughts. The focus is on recognising your role, supporting safely, and protecting both the customer and yourself.

Suicide disclosure is a sensitive and complex issue that requires awareness, compassion, and clear boundaries. This module explores understanding the warning signs and preparing for a conversation

Focusing on recognising that it isn't our role to diagnose someone as 'vulnerable'. Rather it is to learn to identify common indicators of vulnerability (especially the more hidden & subtle cues) and then how to shift and adjust to needs of the customer.

Approach conversations with sensitivity for customers who have experienced trauma. Understand how trauma can affect their behaviour, thinking, and emotions. Use practical strategies to communicate respectfully and empathetically, build positive interactions, and maintain professional boundaries, creating a supportive and safe experience for both the customer and yourself.

Build your awareness around Australians and potentially your customers who are impacted by homelessness along with challenging the assumptions we may have. Learn how to adapt your approach based on this to best support your customers in a respectful way.

Challenge our assumptions related to disability to broaden our understanding of how this impacts customers along with learning more about the challenges in being a full or part time carer. Learn about how to adjust our conversation based on this to better support customers impacted by disability and caring roles.

Designed to help you understand the financial challenges faced by incarcerated individuals to help tailor your approach and take away our assumptions and potential judgement.

A three-part course designed to provide frontline staff with the skills to have supportiveconversations with customers who have experienced a scam. Gain insights and tips to help frontline staff understand what scams are, their impacts on customers, communication techniques that are critical to their role, how to deliver bad news well, overcoming objections and how to empower a customer.

This course explores how financial abuse can affect anyone - but especially older customers. You'll learn what elder abuse looks like, the different forms it can take, and how essential services can sometimes be used to cause harm. We’ll also cover how to spot the signs and respond in a way that protects and supports older customers who may be at risk.

Discover all the tips and tricks in identifying and supporting vulnerable customers. Have the right tools and mindset to provide a safe work boundaries and give the customer what they need.

A program designed to better identify the signs of Vulnerability and how to step in these conversations, including how to handle these situations with empathy and respect, and how to connect customers with the right resources and support.

Learn how to remain compliant, ethical and fair when debt collecting based on the ACCC Debt Collection Guidelines.

Aligned with ASIC Report 806, 'Superannuation Complaints: Resolving issues for members', this 12 month training program has been designed to upskill superannuation teams to support vulnerable members - especially around communication, empathy, and fair complaint resolution. This structured, plug-and-play program addresses every soft skill gap raised in the report. 

This 12 month training program has been designed to address the ASIC report, Managing Debt Collection and Hardship Practices, for banks and finance companies to improve their approaches to customers in hardship. This includes prioritising empathetic and respectful communication and offering tailored solutions that reflect individual circumstances.  Included is how to identify subtle signs of customer vulnerability and address them effectively. 

Learn what is takes to succeed in a collections and hardship role and kick start your collections conversation by confidently asking for the money.

Asking for money isn’t something that comes naturally to people - it’s awkward and often tricky. This course breaks it down and makes collections a lot simpler. You’ll learn how to kick-start the process with savvy negotiation tips, dodge common traps that stop us from reaching success, and use the power of the pause to confidently ask for the cash. 

Effective questioning is key to understanding customer needs and achieving positive outcomes. This course teaches how to avoid unhelpful tug-a-war situation, frame questions strategically, uncover underlying issues, and ask intentional questions that guide conversations constructively towards the most balanced outcome.

Learn how to collect the largest amount, in the shortest time with the customer's capacity. Customers are often cautious with initial offers, may try to delay payment, and may not fully understand the impact of non-payment or only making minimal payments. You’ll gain practical strategies to maximise payments while keeping conversations respectful, neutral, and focused on positive outcomes.

Learn how to effectively lock in a solution based on tailoring the benefit or consequences.

A core concept within debt collection and hardship conversations is the level of willingness versus capacity. Understand how this guides our conversation and the techniques to apply within these different conversations.

A common response from small business owners is simple: “A bit of empathy and some knowledge, so I don’t feel like I am talking to a brick wall.” Learn about the challenges of running a small business in Australia, with a view to help you with awareness, language and approach to best assist your customer.

Learn what it takes to succeed in a collections and hardship role and kick start your collections conversation by confidently asking for the money.

Build trust by listening to understand, not just to reply. Active listening engages fully with the customer, reducing miscommunication, rework, and stress. This course explores practical techniques to truly hear what customers are saying, respond appropriately, and create smoother, more productive conversations.

Strong connections make customer conversations easier, less stressful, and more productive. This course gives you simple, practical techniques to build trust, reduce conflict, and ease tough interactions. By connecting well, you’ll protect your own wellbeing, gain permission to truly work with customers, and make difficult conversations smoother for everyone.

Learn about how our use of internal jargon, technical terms and overly formal language disengages our customer which can increase the chance of friction, tension and misunderstanding. Add to this the impact of low literacy levels within customer conversations.

The words we use shape the energy of every conversation and truly influence the mood of a customer for better or worse. By choosing language carefully, we can influence a customer’s perception, reduce friction, and create more sustainable outcomes. This course explores practical ways to adjust our words for connection, trust, and smoother interactions.

Learn about our human default of reverting to blame in a reactive way which influences our approach in a negative way. Understand how to convert blamey and pointed language into neutral language which reduces the chance of tension and conflict.

Learn how to proactively show the customer you are taking accountability rather than leaving it open to them to interpret this. Understand the risks of avoiding accountability along with the language needed to build trust through displaying ownership.

Discover skills and techniques in how you build trust and likability with your customer. Connection, judgement and accountability – discussion of all the things that work for and against you!

Learn techniques and psychology behind how to connect, including slow-playing it, our ‘yes-ladder’ strategy, providing options and managing passive-aggressive behaviour.

Understand the psychology behind how to influence a customer’s decision, including providing time context for customers to prioritise paying your account.

Language matters! Explore language that disconnects with customers and learn how to adjust to your audience in today’s world of information overload.

Soft Skills For Better Engagement With Your Customers 

Mindset shapes every customer interaction—it can make the conversation smooth or create unnecessary conflict. When judgement takes over, empathy disappears, and stress rises. By becoming more aware of our mindset, we gain control, reduce friction, and bring more energy to our day, making each interaction more effective.

Understand the science of negativity and know the risk of 'dumping potatoes' (unproductive negativity) on others. Learn how to constructively debrief which protects you and your colleagues.

Workplace wellbeing is shaped by understanding stress, energy, and focus. This session explores practical strategies to take charge of your wellbeing, manage stress, and create positive habits. Using six key opportunities, participants learn to boost energy, reduce negative thinking, navigate transitions, and handle tough conversations effectively

Workplace wellbeing is shaped by understanding stress, energy, and focus. This session explores practical strategies to take charge of your wellbeing, manage stress, and create positive habits. Using six key opportunities, participants learn to boost energy, reduce negative thinking, navigate transitions, and handle tough conversations effectively

Wellbeing within work – identify what your work stressors may be or what you may be bringing to work. Learn how to shift those by learning about rumination, cortisol, your stress bucket, circle of control and how to take the stress out of a conversation with your boss!

This course helps you manage stress and handle tricky conversations at work. You’ll learn how to reduce cortisol through self-care, recognise unhelpful thinking patterns, and approach conflict or feedback with confidence and respect.

Each video gives you practical tools to feel calmer, clearer, and more in control at work.

Dealing with customer blame, objections and conflict can be really difficult without the right tools or mechanics to de-escalate the conversation. Understand what is needed in this moment versus what doesn’t help. Learn how to combine several powerful techniques like strategic empathy, intent statements, neutral language and the gateway question to confidently navigate conflict.

Learn about one very powerful technique in influencing human behaviour, the use of social norms with practical examples you can begin to use within your role.

Strategic empathy is the key communication tool for managing customer emotions in any conversation. Many people, especially new staff, find customers who may be angry, emotional or heightened, difficult to handle and ultimately cannot control the conversation efficiently or towards the right outcome.

Dealing with customer objections, negative emotion, blame and frustration is one of the most challenging parts of a front-line role. By understanding the mechanics of how to de-escalate a conversations that is on its way to boiling point you can turn that conversation around while protecting staff wellbeing.

Occasionally you’ll have customers who do not want to provide you with ID and they might even get frustrated that you’re asking. Learn how to navigate this smoothly to reduce friction and retain the call.

Occupational violence can arise when customers act aggressively, verbally or physically, creating stress, fear, and risk on the job. Understanding how to read situations, manage interactions, and protect yourself is critical—so every site visit ends with you getting home safely.

Everything starts from mindset. Build awareness around your own mindset and how it may project onto those around you, including ego, judgement, negativity, gossip and tips for shifting that into something more productive

Whether it’s a customer question layered with emotion or an objection, learn how to adapt based on your own fight and flight triggers. Understand empathy, how to apply it and avoid going down sympathy rabbit holes.

Learn the art of discovery and negotiations to help work towards the best solution for you and the customer. Learn what action to take if they can’t and/or won’t pay.

Welcome to our new Train-the-Trainer course! This program is here to help you become an even better trainer, both virtually and face-to-face. Whether you're experienced or just starting out, you'll learn practical tips and techniques to engage your audience by creating a fun and interactive learning experience. Get ready to boost your training skills and help others succeed!

Whether you're navigating the transition from teammate to leader or refining your coaching approach, leadership is a continuous journey of growth. This course will help you build confidence, strengthen your leadership mindset, and develop the skills needed to lead effectively while staying connected with your team.

Great teams don’t just happen—they are built through strong coaching and support. As a leader, you play a key role in helping your team grow, develop skills, and perform at their best. This course gives you practical ways to guide your team, improve onboarding, set the right goals, balance compliance with good conversations, and focus on what really drives success.

As a leader, your actions speak louder than words. Every day, you set the tone for your team through the way you work, communicate, and handle challenges. This course is all about leading by example - showing the behaviors and standards you want to see in others.

Effective coaching is about asking the right questions, creating accountability, and balancing feedback. This course explores the key skills that make feedback stick - using curiosity, strategic questioning, and the power of silence. You'll learn how to encourage self-discovery, encourage accountability, and provide balanced feedback that drives growth without relying on outdated techniques like the "feedback sandwich."

As leaders, it’s easy to feel responsible for solving the personal and professional challenges of our team members. However, taking on too much can lead to burnout, blurred boundaries, and ineffective leadership. This course will help you understand the importance of setting professional boundaries while offering appropriate support.

Holding people accountable is a crucial skill for leaders, but it often comes with challenges. This course explores how to navigate difficult conversations, address problematic behaviors, handle unexpected situations, and balance empathy with accountability. By mastering these skills, leaders can foster a productive and supportive work environment while maintaining clear expectations.

Workplace negativity can spread quickly, affecting team morale, productivity, and overall workplace culture. This course explores different aspects of negativity in the workplace and provides strategies to manage and transform it into constructive communication.

Handling a team meeting when things are challenging requires preparation, engagement strategies, and the ability to manage tricky situations. This course equips leaders with essential skills to run productive meetings, control engagement, handle difficult participants, and navigate sensitive or inappropriate responses.

Learn how to navigate tough discussions with confidence and clarity. From addressing sensitive topics to coaching for change, you’ll learn how to create productive dialogue, manage emotions, and encourage reflection.

Delivering bad news in the workplace is challenging but avoiding it or handling it poorly can create bigger issues. This course explores key strategies for navigating tough conversations, providing direct and professional feedback, and maintaining leadership credibility. Each topic focuses on common pitfalls and practical techniques to improve communication within a respectful and productive work environment.

Managing different personalities in a meeting can be challenging, especially when dealing with tricky participants. This course will help you identify various participant personalities and provide effective strategies to handle them professionally. 

Understanding your coaching style is key to effective leadership and communication. This course explores different approaches, helping you identify strengths and areas for growth. You'll start by understanding your communication style using the DiSC model. Then, you'll dive into three common coaching personas - analysing their strengths and weaknesses to refine your coaching approach.

Transform your leadership style with our workshops designed to tackle walk-up traffic challenges.

Through eight real-world scenarios, you’ll shift from quick fixes to guided coaching and learn how to create those breakthroughs "aha" moments empowering your team to think critically, solve problems, and take ownership

Preparation is the key to successful coaching where we are creating the conversation strategy along with curious questions to guide the coachee to their own realisation or light bulb moment. By taking this approach, you can influence meaning change where the coachee owns this and has additional accountability to ensure this is sustainable.

As leaders, it’s easy to feel responsible for solving the personal and professional challenges of our team members. However, taking on too much can lead to burnout, blurred boundaries, and ineffective leadership. This course will help you understand the importance of setting professional boundaries while offering appropriate support.

Welcome to Bringing It Together- a course for managers and team leaders ready to tackle the everyday realities of people management with skill and confidence. Unlike generic training, this program gives you practical, real-world strategies for some of the most challenging conversations you're likely to face at work.

By the end of Bringing It Together, you’ll have the confidence and know-how to handle tough moments, support your people when it really matters, and turn even the hardest conversations into opportunities for growth and positive chang

Welcome to Coaching Foundation - a course designed for anyone ready to make a real impact through everyday coaching. This program breaks away from dry theories by giving you practical, proven tools to tackle the real coaching moments you face on the job. Here, you’ll discover what works when coaching needs to happen in the moment, not just in formal sessions. By the end of Coaching Foundation, you’ll be able to coach confidently in the flow of work, support your team’s growth, and build a positive, empowered culture - one conversation at a time. 

This series is designed to increase your awareness and understanding of indigenous culture and provide you with practical tips when talking with First Nations customers in everyday conversations.

The course also focuses on exploring the cultural perspective, challenges and unique scenarios when is comes to money, finances and obligations. It’s about taking what you know and applying it in a real, respectful and engaging way that enhances our cultural sensitivity.

Psychological safety and DEI sit at the heart of how leaders shape culture every day, often through small moments and conversations that either open people up or shut them down.

Psychological safety is about people feeling safe to speak up, make mistakes, and share concerns without fear of blame or humiliation.

Diversity, equity and inclusion (DEI) is about who is in the room, how they are treated, and whether different people have the support they need to succeed and do the role Together, they ask leaders to notice power, difference, and risk, and to create team habits where people feel valued, heard, and protected.