What will I learn?
By the end of this Debt Recovery Training and Communication Skills course, you will be able to:
- Demonstrate practical negotiation and influencing techniques for debt recovery conversations.
- Outline the common causes of conflict, and the different communication models to manage difficult conversations.
- Demonstrate the principles of effective communication, and how these can be used in a debt recovery environment.
- Explain how a call-handler can adapt, based on customer vulnerability factors.
- Demonstrate call-handling confidence, through help of demonstrations, role play and practical application.
Who should take this course?
This Debt Recovery Training and Communication Skills course is ideal for local authority staff who deal with Financial Assessment debt.
There are no formal prerequisites for this training; it is suitable for anyone who wants to broaden their customer approach in relation to debt recovery situations.
How it's delivered:
This course is delivered ‘live on-line’ with a trainer and can be accessed via a PC, Mac or Tablet. With live online, you can interact, ask questions and practice new skills – all without leaving your desk! Perfect for dispersed teams working from home.
Pricing:
The cost of this 1-day course is £1295 plus VAT for up to 12 people.
Course Content
- Listening and questioning
- Building rapport
- Emotions and empathy
- Understanding conflict and common causes
- Social styles and factors contributing to communication breakdown
- Conflict resolution models and PACER
- Demonstrations and practice
- What is said and unsaid in negotiation?
- Tools to use before negotiation
- Tips of what to do and how to manage negotiation
- Use assertive behaviour effectively
- Distinguish between passive and aggressive approaches
- Developing empathy
- Telephone etiquette
- Questioning techniques
‘The debt recovery training was very valuable and provided us with lots of relevant and practical skills that we can take back into the workplace and use straight away. The course was very thought provoking and I particularly liked the exercises and techniques around influencing people. The trainer was first class.’
Senior Debt Recovery Officer
Newcastle City Council
