Train the Trainer Program
Advanced Facilitation Skills
Learn from the eMatrix team of training experts. Having facilitated thousands of hours of on-line and face to face training sessions across a vast range of topics. Come along and pick up tips for training and facilitation in the hybrid world. We have recorded content or you to watch us in action.
Learn from the eMatrix team of training experts
Mastering the world
of virtual facilitation
Building credibility, warm up the room and get buy-in – even strategies for managing ‘cameras-on’!
Creating the 50/50 Principle
As the facilitator, you do 50% of the work; participants the other 50%.
Navigation tricky participants
We have over 10 to work through –including the dominator, the over-sharer, negative Nelly, the challenger and more.
Advanced Facilitating
Adding context to responses, whilst not ‘taking away’ from the participant.
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Date: 19th 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:
- Mastering the world of virtual facilitation
- Building credibility, warm up the room and get buy-in – even strategies for managing ‘cameras-on’!
- Creating the 50/50 principle – as the facilitator, you do 50% of the work; participants the other 50%
- Adding context to responses, whilst not ‘taking away’ from the participant.
- Navigating tricky participants – we have over 10 to work through –including the dominator, the over-sharer, negative Nelly, the challenger and more.
- Most of all – how to make it fun
Facilitator
Jodie Bedoya
Director
Jodie is the founder and director of eMatrix, a Melbourne-based training and consulting company established
in 2012. In that time, from sitting in her lounge room designing collections training 101, Jodie and the
eMatrix team have designed and delivered a multitude of programs ranging from short courses to 12 month
sustainability programs, from compliance, soft skills, time management, leadership, business writing and
sensitive topics such as family violence and suicide awareness
Out of client frustration of not being able to find train the trainer programs, through numerous requests and
having delivered for Learning and Developments teams including Commonweath Bank, Alinta Energy, the
NGM group and Super SA, Jodie will share tips of the trade to help, no matter how long you have been doing
this role
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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.