Dealing With Difficult Debtors

NEW FOR 2009!

This one day interactive workshop will provide valuable insight and practical guidance for dealing with 'difficult' situations and debtor behaviour effectively, productively and professionally.

Core course elements:

  1. Dealing with anger and negative behaviour: Exploring the different behaviour types and how our instinctive reaction to a difficult call may make a challenging situation even worse. Exploring the different types of aggression and learning to reverse the trend.
  2. Adopting assertive behaviour: Discussing practical hints and tips on maximising the chance of a positive outcome. Learning to react effectively to the debtor's difficult behaviour rather than playing straight into the hands of the perpetrator.
  3. Bad behaviour or a challenging situation? Identifying whether a debtor is being unintentionally or deliberately difficult, and avoiding the temptation to 'punish' the debtor for a difficult situation or behaviour. Learning how to adopt different approaches to each scenario to move things forward and increase the chance of resolution.
  4. Understanding our legal obligations: Increasing confidence on what the laws and regulations say in relation to disputes and queries. Helping to stay in control when dealing with 'know-it-all' debtors.
  5. Difficult Debtor Case Studies: Taking a look at some common difficult situations to ensure we remain effective and in control. Acknowledging the 'games' debtors can play, and understanding how to adopt a winning strategy. E.G. habitual debors, abusive callers, customers threatening suicide, CREDIT CRUNCH excuses
  6. Listen to REAL LIFE CALLS: Throughout the day, we will analyse the 'winners' and 'losers' from a variety of real life difficult debt collection calls. NO ROLE PLAY