Debt Recovery Training and Communication Skills

Delivered Live Online

Course dates



One day course


Delivered live online by a trainer


£195 plus VAT per person or £1,295 for a private course for up to 12 delegates

Communication Skills for Recovering Debt

Improve your debt recovery skills and collect more council tax, social care, business rates, benefit overpayments and sundry debt.

This debt recovery training course looks at the key communication skills to improve call handling and debt recovery conversations.

This live online course is available as a scheduled course or on demand for your organisation only. Each course will be delivered with a maximum of 12 delegates. It has been developed to improve the performance of debt recovery staff by building confidence and focusing on key communication skills.

Using demonstrations, role-play and practical application, learners will enjoy a range of practical debt recovery training to become skilled in negotiation techniques, influencing others, assertiveness, questioning, listening, building rapport and resolving conflict.

This Debt Recovery Training and Communication Skills course can be tailored to meet your specific requirements.

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's it for?

This Debt Recovery Training and Communication Skills course is ideal for local authority debt recovery officers who deal with members of the public.

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. 


The cost of this 1 day scheduled course is £195 plus VAT per delegate. Please get in touch for a quote if you'd like to book a live online course date for your organisation only.


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