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The
eMatrix Training Hub
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1. Custom Content
How we work with our clients
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2. Induction Training
Sample self paced training program
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3. Client Testimonials
Hear what our clients have to say
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4. Dress Code Policy
Custom Content with ARMA
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5. Customer with a Disability
How can we adapt?
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6. Circle of Control
Where to focus your energy
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7. Leadership in Medical with Dr Dan
Simplicity for Patients and Getting Consent
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8. Negative Lanugage
Put it in the bin
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9. Intent Statement in Action
How to build trust and likability through the keyboard
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10. Dumping Your Potatoes
How complaining becomes part of team culture
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11. Breaking It Down with eMatrix
Suicide call breakdown
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12. Engaged Coaching
Managing staff conversations with the ‘new’ way of thinking
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.
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.
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.
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.
We are a training organisation specialising in collections, hardship, vulnerability, family violence, well-being & resilience programs. We help organisations balance their commercial outcomes with the social needs of the customer and the well-being of their staff.