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TRAINING THAT WORKS FOR YOU

The Playlists

  • 12 videos per playlist - 3-5 minute videos created with subject matter experts.
  • Flexible delivery - use in inductions, kick off your team meetings or deliver at regular intervals either workshop style or self paced.
  • Multiple playlists available to suit your needs with a resource guide if you are facilitating the learning within a video.
  • $5,000 + GST per playlist per annum with unlimited access (no cap on users).

How to order - simply choose the playlist/s you would like. You will receive an email with an invoice and once paid, we will contact you with the login/s and passwords and you are good to go!

The eMatrix Playlists

Here are your perfectly curated playlists for ongoing learning! Each Playlist contains 12 x 3-5 minute videos. Watch an overview and preview the contents of The Playlists in the tabs below.

Build Trust & Likeability 

Language Carries Energy

Connect With Your Customer

Collections Concepts & Conversations

Questioning Techniques

Maximising Payments

Manage your mindset

Objection handling, de-escalation and customer complaints

Strategies for workplace wellbeing

Vulnerability

customer engagement

Build Trust & Likeability Early

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!
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1. Connect With Your Customer - Why it’s important 

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2. Acknowledging Customer Effort - Know how to say thank you

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3. Pre-judging the customer - the psychology behind why we do it

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4. Stranger Danger - Customers are ready for battle

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5. Customers Who Call Us- Getting worked up prior to the conversation

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6. Humanising the ID process - How to appeal to customers

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7. Building an empathy statement - The formula to acknowledging customer emotion

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8. Intent Statements - Why they build trust

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9. Diverse and Respectful conversations - what is above and below the line

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10. A Customer’s Emotional Backpack - The baggage a customer brings to the conversation

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11. Top tips – when working with vulnerable customers

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12. Your communication stylewhich approach suits you?

customer engagement

Connect With Your Customer

Learn techniques and psychology behind how to connect, including slow-playing it, our ‘yes-ladder’ strategy, providing options and managing passive-aggressive behaviour.
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1. Active Listening - The bread and butter of customer communications

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2. The Yes Ladder - A strategy for building trust



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3. Saying Sorry - To apologise or not to apologise?



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4. Passive Aggressive - Why it’s the worst approach

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5. Social Norms - How to normalise things for a customer

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6. Low Literacy in Australia - How it can impact our customer

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7. Low Literacy Levels - How to adjust your conversation

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8. The Solution- why to slow play it

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9. Options - Give the customer a sense of choice

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10. The Decoy Effect -How to influence customer decisions

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11. The Iceberg Theory - What's beneath the surface

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12. Diversity and inclusion – connect with your colleagues

customer engagement

Language Carries Energy

Language matters! Explore language that disconnects with customers and learn how to adjust to your audience in today’s world of information overload.
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1. Dirty Words - Using words customers don’t understand

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2. Impact of Dirty Words - How it can make someone feel stupid

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3. Internal Language - How it creates a power imbalance

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4. Negative Language - Put it in the bin

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5. Language Thermometer - Finding the balance with customers

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6. Our Go-To’s - Language that gets us in trouble

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7. Avoiding accountability - Passively and Actively

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8. T’s and C’s - Why no-one reads them

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9. Blaming Others - Why it is a problem

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10. Neutral Language - You, me and blame

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11. Overtalking - Don’t steamroll your customers 

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12. Chicken Salt - Season your language

COLLECTIONS & HARDSHIP

Collections Concepts & How to Kickstart the Collections Conversation

Learn what is takes to succeed in a collections and hardship role and kick start your collections conversation by confidently asking for the money.
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1. Great Collectors - The mindset and skills that work

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2. Lived Experience Lounge - Dealing with collectors

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3. Debt Collectors - People's perceptions

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4. The Ideal Collector - 6 proven traits

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5. Hardship and Collections - Are they different hats?

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6. A Call Example - What guidelines are being breached

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7. Judgment in Collections - Why assumptions don’t work

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8. Collections and Negotiations - Kick starting the process

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9. Confident Collections - Opening call killers that are a give away

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10. Asking for the Money - Role playing the power of the pause

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11. Dumb and Dumber of Collections - Questions that don’t work

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12. The Tug of War - Trying to win the battle wins nothing

COLLECTIONS & HARDSHIP

Questioning Techniques to Uncover Capacity & Willingness to Pay

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.
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1. Boundaries - Over-connection can impact you and the customer

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2. Collections and Negotiations - Don’t show your hand

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3. Collections - Why we need the diagnostic process
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4. Uncovering the Issue – Why framing is important
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5. Collections Conversations - The art of questioning techniques

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6. Negotiations - Understanding the payment hierarchy

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7. Collections Questions Menu - Choosing the questions that best fit the scenario

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8. Willingness vs Capacity - Why does it matter

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9. Willingness or Capacity - Questions you can use to filter this out

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10. Willing to Pay or Not - What if they are just annoyed?

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11.Small business - knowing their pressures

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12. Small Business Collections - Positioning your questions

COLLECTIONS & HARDSHIP

Maximising Payments

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

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2. The Payment Default - How to handle multiple unpaid arrangements

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3. Benefits vs Consequences - Balancing them out

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4. Make the Customer Care - Your legislation doesn’t matter to them

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5. We Rely on Customers - A strategy for telling without telling

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6. Explaining Consequences - Why using truthful language is the best strategy

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7. How Humans are Incentivised - By a sense of loss or gain?

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8. Creating a Sense of Urgency - Managing the call when a customer is on holidays

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9. Breaking it down with eMatrix - A collections call

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10. No Capacity to Pay - Where to take the conversation from here?

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11.  The world of a Financial Counsellor - How to best work with them

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12. Payment support and toolkits - Tips and tricks by the experts

mindset, objection handling & wellbeing

Manage your mindset

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.
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1. Ego, Judgement and Frustration - Mindsets that get in the way


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2. The Cobra customer - How to deal with an angry customer

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3. Internal Curiosity - How to sidestep your ego, judgement & frustration

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4. Dumping Your Potatoes - How complaining becomes part of team culture

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5. Debriefing After a Tough Call - Why talking actually helps

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6. Managing Negative Conversations – Focus on the small positives

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7. The Catastrophe Scale - how I would rate my problem?

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8. Gossip Culture - why it is about power

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9. Toxic Positivity - Minimising how others feel through unrealistic positivity

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10. Resilience & what it means –  a practical exercise for helping bounce back

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11.Diversity and inclusion – think about it from the other person’s perspective

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12. The Window of Tolerance - know when you are outside your green zone

MINDSET, OBJECTION HANDLING & WELLBEING

Strategies for workplace wellbeing

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!
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1. Workplace wellbeing - influences and impacts

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2. Circle of Control - Where to focus your energy


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3.  Flipping your lid - How to stay in control

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4. Creating Good Habits - Support worklife balance and wellbeing

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5. Self Care Strategies and Cortisol - Getting your body back into balance

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6. Ruminating – How this can impact you

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7. The Stress Bucket – How to stop it from overflowing

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8. Common thinking distortions - strategies to de-stress

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9. Strategies for Challenging Convos - With my colleague

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10. Strategies for Challenging Convos - With my boss

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11. Strategies for challenging convos- with internal stakeholders

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12. Psychological safety – how to support staff in the workplace

MINDSET, OBJECTION HANDLING & WELLBEING

Objection handling, de-escalation and customer complaints

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.
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1. Strategic Empathy- the centrepiece for managing conflict and emotion


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2. Sympathy Rabbit Hole - Why you’re drowning in customer problems

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3. Intent Statements - Why they build trust

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4. Building an empathy statement - The formula to acknowledging customer emotion

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5. Complaint Fighter - How the wrong language inflames things

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6. Fight and Flight - The customer may react to the imbalance of power and control

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7. 7 spices of complaint handling- Steps to Handle Customer Complaints 

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8. Handling the Emotional Customer - Which spices are best to use?

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9. Handling the Customer Who Blames - Which spices are best to use?

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10. The Merry Go Round Effect - Why the customer repeats themselves 

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11. If You Continue the Language - There are better strategies than terminating the call

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12. The Reset Technique - Managing the conversation that escalates

Vulnerability

Build your awareness of customer vulnerability to both reduce judgement and to identify the cues that customers are struggling.
Learn the tools and mindset to support vulnerable customers whilst providing a safe work boundary to maintain your workplace wellbeing.

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1. What is vulnerability - To be human is to be vulnerable

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2. The customer's backpack - what can impact a conversations

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3. Customer with poor mental health - How can we adapt?

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4. Customers with a disability - How can we adapt?

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5. Financial abuse - How to respond to a customer who shares

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6. Carers in Australia - What life might look like for a carer

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7. Homelessness - How it can impact our customers

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8. Scams - We can all be vulnerable

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9. Vulnerability call breakdown - Spot the triggers

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10. Flipping your lid - How to stay in control

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11. Top tips - when working with vulnerable customers

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12. Ask Izzy - A support tool for your customers

Resource Guides

A Resource Guide is supplied with each Playlist.

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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.

Dr Paul Harrison

Consultant
Dr Paul Harrison is a Senior Lecturer and the Unit Chair of Consumer Behaviour in the Department of Marketing in Deakin Business School. Paul's research is focused on emotional and rational behaviour, and how our biology and the environment interact to influence the way we make decisions. His work has been published in a wide range of international journals and conference proceedings and has informed policy and business practice in Australia and internationally.