Customer Service in Aged Care – ‘It’s not what you say, it’s not what you do, but it’s how you make people feel…’

Mr Paul Stevens1, Mr Mark Emmett1

1Masonic Care Tasmania

Outline of Presentation: It’s not what you say, it’s not what you do, but it’s how you make people feel…’

That is the theme of this interactive presentation which focuses on the role that staff play in portraying the culture and atmosphere of the aged care organisation they represent.

Against a background of rapid change in the sector, and a competitive environment made more complex by expanding consumer expectations, staff are the ‘shopfront’ of their particular service.

Through role play, workshop and discussion the presenters will demonstrate the effect that body language, tone of voice, demeanour and physical setting can have in providing a positive or negative experience of ‘customer service’.

By understanding themselves and how they react when interacting with others in a range of situations, participants are able to present themselves and an image of their work which enhances the reputation of their organisation.

Why presentation/ topic of interest to participants: This presentation will be of interest to a wide range of people, from those in management to those providing direct services to clients and to the public. Participants are promised an engaging session, and maybe even a little bit of fun!

Mr Paul Stevens, Executive Director Operations, BA, Dip Ed, M Ed (Leadership):
Paul began his professional career as a secondary school teacher in the Tasmanian Education Department in 1974. In 1981 he became Principal of a regional Catholic primary and secondary college, a position he held until 1987. From 1988 he moved into central administration in the Catholic school sector and became Director of Catholic Education for Tasmania for eight years – 1994 to 2002.
In a career change Paul became involved in aged care at Huon Eldercare in 2003. From there he joined the Aged care Quality Agency as an assessor from 2004 to 2007 when he joined the management team at Freemasons Homes. Initially he had primary responsibility for quality and compliance with the accreditation regime. In 2009 he accepted the broader role of Deputy CEO, a position he held until appointment as Executive Director Operations for Masonic Care Tasmania in 2017.
From 2003 to 2014 Paul was also a Board member of Multiple Sclerosis Tasmania, six of these years as Deputy Chair, and the final year as Chair.
He remains committed to involvement in the not for profit, community based sector, actively supporting agencies which provide services those with particular needs within society.

Mark Emmett (Dip Teach (TAFE  & Voc  Ed), Cert IV Trng Assmnt, Cert IV Bus Mgmt  | Linport Consulting – specialising in leadership training to industry:
Mark has 25 years experience at senior management level in a large industrial organisation with primary responsibility for leadership development, safety and quality systems. For the past 7 years he has been a training consultant with a national company. He travels extensively within Australia and overseas delivering training.
He specialises in leadership training and team improvement. He works in a variety of contexts: industrial, infrastructure, education and aged care.


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