23rd May 2012

09:00 - 11:00 Workshop A The psychology of absenteeism - techniques and strategies essential to effective absence management Lucy Rowlands, Chief Trainer and Lead Consultant, Direct Health Solutions

About the workshop:

This workshop will provide practical strategies and insight into how to tackle absence in your contact centre. This workshop will cover:

Agenda:

• Absenteeism behaviour models
• Conducting formal and informal return to work interviews
• Managing the most difficult cases
• A model for managing triggers in developing action plans for improved attendance

About your workshop leader:

Lucy Rowlands is the Head of Learning & Consulting at DHS. Lucy is perhaps Australia's leading expert in the delivery of Absence Management Capability Development Programs to a wide range of organisations. Lucy played a key role in the initial start up of DHS and consults to organisations to assist in the design and delivery of world class absence management programs.

 

11:30 - 13:30 Workshop B Supporting your agents in a high volume, high stress environment John Littleton, Senior Consultant Psychologist

About the workshop:

The call centre environment more often than not is a very busy and stressful environment, where agents often have to deal with difficult calls. As such, it is important for managers to be able to provide support to their agents in order to maintain wellness and productivity in their call centres. This workshop session will provide managers with the tools needed to manage staff mental wellness through the development of support mechanisms, rosters and debrief structures.

Agenda:

• Practical, time efficient strategies to manage your teams’ mental wellness
• Importance of in-call and peer support
• Rostering rules
• Immediate debrief to reduce stress

12:00 - 13:00 Networking Lunch

14:30 - 16:00 Workshop C Everyday essentials: simple strategies for living life to the full Jessica Evans, Health and Wellbeing Consultant, Cultivate Sanitarium

About the workshop:

Most of us don’t have the time, energy or the resources to embark on a super-charged, structured, expensive personal improvement program. The reality is that many of us are struggling with the day-to-day challenges of being healthy and happy. Discover five ‘everyday’ strategies that are sure to make a big difference. Be empowered and feel confident to coach yourself to health and happiness.

Agenda:

The everyday essentials workshop cuts through the confusion and shares five essential tips for maximising health and wellbeing. Our workshop guru uses a unique coaching approach to help people develop their own strategies for living life to the full. Key features include:

• Positive mindset: Switch your mind to a positive mindset, our first ‘everyday essential’ that can make a significant difference to your life.Consider what motivates you and gives your purpose.Think about your health and wellbeing and areas that you would like to improve.
• Food + drink: So what is the secret to healthy eating? The answer, portion size! The quantity and quality of our food and drink choices has a significant impact on our overall health and body weight.
• Movement matters: Did you know that sedentary behaviour or sitting down for prolonged periods, is an additional health risk to a lack of exercise. Discover practical exercises and tips to help you implement your own ‘move more’ strategy.
• Sleep smarter: A good nights’ sleep energizes our bodies for the day ahead and is also good for our overall health. Learn more about the top two sleep inhibitors; caffeine and alcohol to maximise the quality of your sleep.
• Time savvy: How many times have you wished for an extra hour in the day or and extra day in the week? Be more time savvy - discover the key to performing at your best by understanding where you sit on the 'stress curve'.

About your workshop leader:

Jessica Evans is an accredited Physiotherapist with a passion for taking the message of wholistic health to the general public. With a natural flair for writing and communications, Jessica has written a range of published articles and has diverse experience in public speaking. Tertiary experience has taught her the value of illness prevention and rehabilitation of the body as the cornerstones of health. Jessica’s fascination with how the body works and how to keep it healthy is evident in her love for kayaking, running and a diet based on fresh, natural foods. Jessica’s avid research and varied experiences drive her to impart her knowledge while utilising her passion to motivate people.