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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.

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.