Course: Debt Recovery Training and Communication Skills

Learn the key communication skills to improve debt recovery

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.

Delivered as a one-day foundation, or two-day advanced course, 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 should take this course?

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.


  • One-day course - from
  • £1195
    per course, delivered on site for up to 12 delegates. Please note that the price can vary depending on your location.

Request a Quotation

t: 0203 941 4100 | e: [email protected]

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