The Small Business Owner's Perspective
Understanding the Basics To Have A Meaningful Collections Conversation
Imagine being a struggling business owner who owes money & reaches out to your organisation for assistance. What would you hope for?
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.” Jodie will talk you through 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.
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Date: 27th September 2024
Time:
1:00pm – 4:30pm AEST
12:30pm – 4:00pm ACST
11:00am – 2:30pm AWST
Note: Training is delivered online with Microsoft Teams
THIS SESSION WILL FOCUS ON:
- What a small business and the accidental business owner?
- Understand business failure rates and the reasons
- Learn the reality of small business owner pressures and how juggle the day-to-day
- Learn the complexity of business taxes and why this is one for the leading causes of stress
- Learn how cash flow works and know questions to ask when business owners say ‘Cash flow is poor or I will pay you when I get paid’
- Know what support options are available
Facilitator
Jodie Bedoya
Director
Jodie is the founder and director of eMatrix, a Melbourne-based
training and consulting company established in 2012. She is a
leading credit and debt resolution collections expert with over 25
years of experience.
Being passionate about both small business and collections,
Jodie has combined these into this course to help credit and
collections specialists who have never worked in or had much
exposure to small business understand enough to feel confident
having a conversation with business owners and not feel overwhelmed.
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61 438 391 500
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.
We help organisations strike the right balance between organisational performance, regulatory obligations, and human connection.
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Content Styles
Call Analysis & Breakdown
Perfect for call centre & support departments that are looking to improve customer service. Typical format is a call is analysed & broken down by a panel of 2 or 3.
Informational Content
Suitable
for educating, informing and engaging by providing knowledge & facts. Examples, background information on a
department, information of a business service
Training & Education
Small text.
Explainer & How To
Suitable for communicating the value & benefits and is the best way to showcase your product or service. Perfect for making complex information easier to understand.
Shorts
Short & sweet videos that are perfect for TikTok, Instagram
Orientation
Suitable for staff, program or product orientation
Interview
Interview of a single subject matter expert in Teams video conference call.
Discussion Panel
Subject matter (up to 3) experts in a Teams video conference discussion.
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8 COURSES
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Debt Collection & Hardship
Master the mindset and mechanics of confident, respectful collections and hardship conversations.
COURSES IN THIS MODULE
The philosophies and personal traits that work well in collections and hardship roles.
Confidently, assertively and respectfully ask for the money.
Questioning styles and techniques that enable greater discovery of a customer's situation.
Techniques to enhance negotiation and the outcome.
Lock in a solution by tailoring the benefit or the consequences.
Tell the difference between won't-pay and can't-pay, and adapt your approach.
Spot the pressure points for small business owners and support them through stress.
What it takes to succeed in collections and how to kick-start the conversation.
6 COURSES
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Family & Domestic Violence
Recognise the signs, respond with care, and support customers and colleagues affected by family and domestic violence.
COURSES IN THIS MODULE
Recognise signs, risk factors and vulnerable groups and know why privacy matters.
Listen for triggers, respond with empathy, ask respectful questions and transfer with care.
Recognise impacts, respect privacy, and support employees safely and effectively.
Understand family and domestic violence in India, its challenges, and support in Australia.
Get to know domestic violence in the Philippines, its impact, and how support works here.
Learn how to spot, speak up and safely step in to help prevent violence against women.
7 COURSES
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Vulnerability
Identify the signs of vulnerability and adjust your approach to support the customer.
COURSES IN THIS MODULE
Recognise the signs of vulnerability and confidently adjust your approach.
Learn what trauma is, its impact, and how to communicate more effectively.
Challenge assumptions and respond with awareness and care.
Understand disability and caring challenges and adjust your approach to support better.
05 Incarceration
Explore how incarceration affects lives and communicate more thoughtfully.
06 Scams
Spot scams, use empathy, manage emotions, and guide customers through tough conversations.
Recognise and support vulnerable customers with the right tools and boundaries.
3 COURSES
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Compliance
Stay ethical, fair and compliant with ACCC and ASIC-aligned programs.
COURSES IN THIS MODULE
Remain compliant, ethical and fair when debt collecting per the ACCC guidelines.
Aligned with ASIC Report 806 — build communication and complaint-resolution skills for vulnerable super members.
Identify vulnerability and provide empathetic, tailored support to customers in hardship.
1 COURSE
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Masterclasses
Short, practical masterclasses that build skills teams can apply immediately.
COURSES IN THIS MODULE
Bite-size sessions equipping customer-facing teams with practical, immediate skills.
9 COURSES
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Customer Engagement
Build trust and likeability through the language, listening and accountability that connect.
How to build trust and likeability.
03 Dirty Words
Replace contractual English with plain English, verbal and written.
Stay positive — negative language is an endorphin killer for you and your customer.
Remove pointed language and neutralise it, particularly when delivering bad news.
No more hiding behind policy — take accountability in your role.
Skills and techniques for building trust and likeability with your customer.
The psychology of connection: the yes-ladder, options, and managing behaviour.
Language that disconnects — and how to adjust to your audience.
5 COURSES
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Wellbeing & Mindset
Practical tools to manage stress, mindset and negativity for a healthier working day.
COURSES IN THIS MODULE
Understand how ego impacts logical thinking and handle emotionally charged customers.
The science of negativity and why 'dumping potatoes' on others isn't constructive.
Practical tools the team can use on an ongoing basis for dealing with stress.
Manage stressful conversations with your colleagues.
Rumination, cortisol, your stress bucket, circle of control, and more.
9 COURSES
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Conflict Resolution
De-escalate with confidence using empathy, neutral language and proven techniques.
COURSES IN THIS MODULE
01 The Cobra
Stay calm by tackling the mindsets that mess up a productive conversation.
02 Social Norms
Influence a customer's behaviour by applying norms.
03 Empathy
Use empathy to restore calm with both customers and staff.
Handle tricky escalations with confidence.
Handle tricky ID and privacy chats smoothly without losing the human touch.
Stay safe in the field by spotting risks and handling tough situations.
Awareness of your own mindset — ego, judgement, negativity — and how to shift it.
Adapt to fight-or-flight triggers and apply empathy without sympathy spirals.
The art of discovery and negotiation to reach the best solution.
3 COURSES
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Other Training Courses
Specialist programs spanning train-the-trainer, cultural awareness and inclusion.
COURSES IN THIS MODULE
Build the confidence and skills to deliver engaging training, virtual or in person.
Cultural awareness and practical skills to engage respectfully with First Nations customers.
Break the stigma and build the confidence to navigate sensitive conversations about suicide.
18 COURSES
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Leadership & Coaching
Lead by example and coach in the flow of work with real-world, practical strategies.
COURSES IN THIS MODULE
Build confidence and a strong leadership mindset while staying connected with your team.
Guide your team, improve onboarding, set goals, and focus on what drives success.
Set the behaviours and standards you want to see in others.
Encourage self-discovery and accountability, and give balanced feedback.
Set professional boundaries while offering appropriate support.
Maintain clear expectations in a productive, supportive environment.
Transform negativity into constructive communication.
Run productive meetings and navigate difficult participants.
Navigate tough discussions with confidence and clarity.
Practical techniques to improve communication when the news is hard.
Identify personalities and handle them professionally.
Understand your style and three common coaching personas.
Eight real-world scenarios for walk-up traffic challenges.
Handle resistance, identify opportunities and drive improvement.
Set professional boundaries while offering appropriate support.
Real-world strategies for the most challenging people-management conversations.
Craft sharp, professional messages with clarity, confidence and the right tone.
Coach confidently in the flow of work and build an empowered culture.