Quality service orientation is imperative moving into the future, to ensure service delivery providers are fundamentally trusted to enable business areas in their work to defend Australia and its national interests. Through a service oriented approach Defence aims to meet the needs of its customers through a capable, agile and responsive workforce.

Learning objectives

  • Understand the customer experience journey and develop strategies to improve customer centric series and products
  • Develop skills like persuasive speaking, empathy, adaptability, communication, effective listening, attentiveness and strategic thinking

Stream topics

Customer Centricity as Strategy

Professor Geoff Martin

Acquire the tools for analysing your customers’ needs. Professor of Strategy Geoff Martin will help participants build the link between customer needs and strategic objectives of your organisations. Upon completion you will develop an awareness of how your action plan will flow from your customers needs.

Customer Focus

Lisa Gorman


This module will encompass how to identify, understand and examine customer focus. Specifically you will identify any personal or organisational barriers that keep your customers outside of your central focus and create an action plan that strengthens your skill or delivers improved outcomes. You will understand the benefits and impacts of keeping your customers’ needs central to your approach and examine your ability to empathise with your customers and deliver on their requirements.

Transforming 21st Century Workplaces

Julian Waters-Lynch

The modern workplace is evolving. In this module we examine the evidence around the benefits of flexible and remote work arrangements for both organisations and their employees. Learn about practices that help support employees working in flexible and distributed work arrangements, as well as practices that help balance strategic learning and experimentation with safe cyber security practices.

Behavioural Economics

Ben Richardson


Identify the cognitive shortcuts impacting your own and others’ behaviour and practically apply behavioural economic concepts to improve your own and others’ decision making. You will emerge being able to employ behavioural economic principles to increase effectiveness of written and verbal communications.

Creating a service orientated culture

Richard Kelly


Understand how our culture facilitates or hinders service - and customer – orientation through this module. You will be able to identify how to incorporate stakeholder input and feedback to our own processes and KPIs. Lastly, explore individual and organisational changes that can move us closer to a service-oriented culture.

Conflict Resolution

Julian Tatton


What causes most conflict? How do we prevent and manage that? What are the default conflict styles and what’s mine? Learn all of this and more as we dive into conflict resolution. You will learn the best conflict styles for different situations, as well as how to manage others’ conflict styles through emotional and logical interaction management.

Effective Negotiation Skills

Margo Lockhart


Improve your confidence and skills in negotiation through this module that asks ‘what is negotiation?’ and runs through the process of negotiating and the required interpersonal skills necessary for effective negotiation.

Lean Processes


Coming soon

Innovation & Continuous Improvement

Adrian Medhurst


In this module you will understand how to adopt a systematic approach to innovation and development for self, team, and organisation. You will be able to apply the 3-phase development model to an individual growth opportunity and create a plan to apply the 3-phase development model for a team growth opportunity.

Leading a Service-Oriented Team

Jaquie Scammell


A service-orientated team relies on connecting a “service” strategy to your culture, values and purpose. In this module you will understand the “service” value chain and importantly how to drive and sustain a “service-orientated” culture.