LASA’s Online Professional Development Program has been designed to meet the shifting needs of the age services industry and we are continually adding new education and programs to our schedule. The online delivery model presents a simulated classroom experience through the use of live video functionality. A virtual meeting room enables you to interact in real time with the facilitator and other participants providing valuable peer to peer learning and a fully supported experience. We have broken our courses down into short sessions to enable minimal interruption to your working day and make attendance easily accessible from any location in Australia. All participants are issued a certificate of attendance with CPD points upon completion. So, jump online and register now to expand your knowledge!

This workshop teaches skills and tools for Managers and Team Leaders to build strong, resilient teams and techniques to create a resilient work environment. Participants will learn how to become more proactive about consumer focus, covering key values for aged care: customer satisfaction, maintaining the spirit, team effectiveness and effective communication.

This workshop delivers the tools for Managers to monitor team performance, review goals and assist teams to match their behaviour to the goals and vision of their facility.

This is an interactive workshop which has a strong peer-to-peer learning component. Participants will walk away with a comprehensive action plan for implementing these skills and tools with their teams.

Participants will bring enhanced skills back into their workforce which will equip them to achieve better outcomes for both their facility and their residents through better equipped, more effective and accountable teams.


Outcomes of this course:

  • Each participant will walk away with a personalised action plan for building a resilient team, covering next-level skills in consumer service, maintaining the spirit, building effective teams and communicating effectively.
  • Participants will have completed a set of goals and action plans both for themselves and their teams for continuous improvement


Who should attend:

Current and emerging leaders, senior managers and team leaders.


About the facilitator:

Trainer, keynote speaker, consultant, mentor, author of 30 books including The Effective Leader and The Book of Hope – Antidote for Anxiety. For over three decades Vicki Bennett has been providing programs about leadership, consumer focus, effective communication, achieving outcomes and building effective teams.

Key Values

  • Consumer Satisfaction
    Participants will learn the key values of engaging, listening and seeking the highest good for the consumer, becoming more proactive and customer focused. This includes the value of delivering consumer dignity and choice. Tools participants will walk away with include: Proactive Feedback. Effective Listening. Consumer Focus. Handling Complaints.

  • Maintaining the Spirit
    This workshop delivers skills and tools to monitor team performance, review goals and assist teams to match their behaviour to the goals and vision of their facility. Participants will learn how to sustain positive energy levels through monitoring performance and strengthen trust and loyalty within their teams.
    Tools participants will walk away with include: 1 on 1 Communication. Linking Behaviour to Match Goals. Encouraging Culture and Values.

  • Team Effectiveness
    This key value is supported with tools to ensure teams match their behaviour to team and organisation goals. Participants will learn how to take personal responsibility for their teams and create healthy, motivated, energetic work environments.
    Tools participants will walk away with include: Team Behaviour Key Performance Indicators and Action. Personal Responsibility and Accountability

  • Communication Effectiveness
    Communication and listening skills are a key value in creating a resilient and responsive team environment. Skills presented in this workshop include: giving and receive effective feedback, speaking your truth and setting boundaries. These are essential to create an accountability team.
    Tools participants will walk away with include: Effective Feedback. Setting Boundaries. Speaking your Truth.

These programs have been adopted by many companies in Australia and overseas, among them: PowerLink Qld, BHP, Brisbane City Council, St Andrews Hospital, Adecco, BP Oil Australia, SEPR, QAD, Westpac, Education Department, Raine & Horne, LASA, Southern Cross Care. Vicki is also an experienced trainer in the aged care sector, having implemented change management, leadership and team training programs over two decades.


The sessions are interactive, utilising zoom and involving breakout sessions, as such participants must to be logged in 1-person per device and be able to use the camera and microphone.

The interactivity provides participants with ample opportunities for questions and answers and will ensure you leave the course equipped with advanced knowledge and skills, which you can immediately apply in the workplace.

If you have any questions about this workshop or cannot meet the above requirements, please contact LASA Events before purchasing. 

Participants who join on the day that cannot meet these requirements will not be able to participate in the session and refunds cannot be guaranteed.


LASA Members: $275 Inc. GST
Non-Members: $440 Inc. GST

Dates & Times:

There are currently no upcoming available dates.
Please email to be added to our waitlist

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