E.I, MENTAL HEALTH & WELLBEING
FOR TODAY'S WORKPLACE NEEDS.
Designed and facilitated by an experienced VET qualified Trainer /Assessor who is also a workplace behavioural and subconscious-mind therapist. Combining the best of neuroscience, N.L.P, communication and critical thinking these workshops provide you with a unique experience that transforms mind-sets, shifts culture and develops high skilled service teams to meet the demands of the current and new direction of how we work.
Workshops and coaching sessions are customised to organisational objectives and KPIs, with a focus on increasing productivity, quality, employee retention and job satisfaction to ensure the ROI is outstanding.
ESSENTIAL EMOTIONAL INTELLIGENCE SKILLS FOR TODAY'S WORKPLACES
Service and self-management focussed workshop to improve quality and productivity whilst meeting the unique needs of today's customers and workplaces.
PRACTICAL MINDFULNESS & MEDITATION FOR THE WORKPLACE
Employee and Team Meditation and Mindfulness for mental health tailored for our current environment where stress and uncertainty dominate our emotional states.
TRANSFORMATIONAL
SELF-LEADERSHIP
An innovative workshop that transforms and empowers the employee, shifts team dynamics, builds workplace relationships, increases emotional intelligence, and improves stress-management skills.
Workshop Facilitation and Coaching in:
Emotional Intelligence
Behavioural Change
Stress management
Mindfulness in the workplace
Transformational leadership
Cultural change management
Customer service
Complaint handling
Problem-solving
Conflict resolution
Communication skills
Teamwork
Partnering with you as a:
Consultant and Trainer to facilitate workshops and Coaching (TAE40116 Qualified Trainer and Assessor)
contracted member of your HR department to develop training and facilitate training and coaching
contractor to an RTO or organisation to deliver specific nationally recognised units of competency
Consultant to integrate recruitment, induction, training and performance management strategies
one-on-one Coach to Leaders and Team Members
Working with you to:
Consult and work with internal and external teams to conduct needs analysis and deliver training and coaching.
Tailor workshops to QA frameworks and KPIs
Facilitate and assess to RTO standards
Contextualise existing in-house induction and SME training to incorporate advanced emotional intelligence skills.
Map and contextualise workshops to multiple Units of Competency from the BSB-Business Services Training Package.
WHAT CORPORATE CLIENTS
ARE SAYING......
Helen was outsourced to redesign our recruitment and induction process to match new KPIs. The way she psychologically assessed candidates through conversation to ensure they were the right cultural fit as well as have the skills and knowledge they need for the job was fascinating to observe. As a manager I learnt more participating in the process than I learnt in my formal training. Helen is very generous with her knowledge and has a very 'teach them to fish' approach.
Helen trained our existing teams in conflict resolution, complaint handling and service. Our teams were empowered to respond to customers with confidence and struck the ideal balance between customer needs and adhering to company policy. Job satisfaction increased as our team's stress reduced significantly and productivity spiked as calls were managed faster and more effectively. Win/win for all.
Training a technical I.T team in customer service was expected to be a challenge, however Helen had buy-in within the first hour and had everybody engaged for every day of the training. Her knack to make service about them and not the customer makes her workshops very different to anything we have ever had delivered.
Having you on the team in our RTO gave our organisation a professional and specialised edge. Rare to find a Trainer and Facilitator with that much knowledge and experience in business as well as emotional intelligence.
Workplaces think hiring the big-name consultancy firms will give them better results. This is a very inaccurate perception and Helen proved this. We were lucky to have Helen assigned to our workforce management and service quality control project by the RTO she works with. She ran the project with professionalism and attention to detail and did not lean on a brand for credibility. The work and the results spoke for themselves. With her smarts we ironed out problems and implemented measurable solutions fast and accurately. The customer service call quality monitoring system they designed was trained to all our managers and teams in a hands-on and high engagement approach.
You had me at your opening statement: 'The customer is NOT always right, they rarely are, but they think they are. Your job is to find out why they think they are right first and then to find out the facts. Only after you have done that can you help them find a solution that meets their needs and at the same time the company's policies and procedures and maintaining your own self-care'. I remember that statement because I have a post-it note on my desk. What a change to have customer service training that is about real communication and problem-solving, not scripts and self-sacrificing strategies to keep a customer superficially happy.
Bringing you in to train our new customer service team was the right decision. The way complaint handling and problem solving was trained could only be done by someone qualified in psychology and with a lot of experience in having worked in business. Your knowledge on consumer behaviour, employee behaviour, business and psychology all combined impressed me beyond belief. The way the workshop was customised felt like you have worked here and understood our customer base in detail. Thank you.
Every small business owner would be wise to invest in consultation sessions with you. We were able to streamline our recruitment processes and induction training effortlessly. You were worth every penny in helping us find the right fit and we learnt how to run interviews for future staff. I especially like the attitude of 'I'm here for the first time, not a long time'. You focus on imparting knowledge and skills and not making people dependent on you. Thank you!
Finally 'stress-management training that is practical and not about 'what to do' but 'how to do it'. The skills you taught us about interval stress management strategies between calls really work and they are different from the common stuff we are told. I also found it very valuable that you explained why they work and what happens in your body to make them work.
Tailored mindfulness to our specific roles was key. Your hands-on experience in contact centres shines through all your training because you understand the roles extremely well. Your very honest and forthright approach built our trust in you immediately because we could see that you weren't a trainer hired to make us work harder/smarter but someone that understood the stress that working in a call centre role can have on people's mental health.
This was the most eye-opening customer service training I have ever done. My attitude to customers changed but this also changed how I see myself and everyone in my personal life.
When I learnt how easy it is to work out my patterns and what needs I was trying to meet (so happy it was NOT Maslows again), I then was able to not react and also to make better choices for myself.
I thought I knew everything about sales and service because we have had so much training before. This was different. I can calm a customer's anger within a few seconds and stay calm without reacting. I used to get flustered and defensive before. Now and I'm happy to answer any call and cross sell because I now know how to do it honestly.
A trainer that doesn't need a PowerPoint to do the training for her! Professional, approachable, entertaining, witty, and competent. Helen had the teams focussed and applying new skills in real scenarios within an hour. Her feedback was on the money and the training was corporate bootcamp. Every employee came out with new skills that could be applied and they got immediate results as soon as they were back on the phones.
In my 25 years of management and having done so many professional development workshops, I have never been as impressed as I am with the workshops you ran with my teams. You were able to take them from resisting change to welcoming it with open arms by the way you address every detail and concern. Not an easy feat to train State Managers who all have different ideas and get them to all agree unanimously. Your integrity, knowledge and skills in doing this kind of work has been unmatched.
Thank you for helping me with communication strategies and problem solving with people I work with. I learnt how to manage my responses and you gave me perspectives from the company's needs that I hadn't considered before.
