Psychology of Collection - Two day workshop Who will benefit Objective


The secret of successful collections lies in understanding and controlling the dynamics of human interaction. This two day workshop is aimed at


building the relevant skills and does not follow the normal ‘lecture and role play’ format used for giving knowledge. It is assumed that participants have the surface level knowledge of collection techniques. Dealt with in this workshop are the deeper, more advanced interpersonal and intrapersonal issues. The training method used makes the difference between participants leaving with knowledge of what needs to be done and leaving with the skills to do it.


Course content


■ Creating instant rapport regardless of resistance


■ Handling awkward people and situations


■ Understanding and controlling emotional reactions under stress


■ Self confidence on the telephone


■ Controlling aggression and passiveness to achieve assertiveness in all situations


■ Understanding the dynamics of guiding conversation


■ Understanding and stopping the psychological games that people play


■ Reading and using the subconscious signals sent out by others


■ Choosing the right approach at an early stage


■ The gentle art of letting other people use their strength against themselves


“I felt the whole course would benefit me not only in my work place but in life”


Date Wednesday 6 and Thursday 7 October Venue Grand Connaught Rooms, London WC2 Trainer David Law FICM


Fee: £660.00 + VAT Non-Members, £560.00 + VAT Members (Fee excludes accommodation)


Where next?


• Building Customer Relationships in Credit Management


• Negotiating and Influencing Skills


• People, Process and Performance Management


BOOK and PAY online and get a £10 discount 9


Code S325 B2B+C


Level 2 3 4 5


Experienced collections staff, supervisors and managers who wish to develop powerful techniques from the leading edge of applied psychology.


Credit Control & Collections


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