Aligned to Unit Standard - 116606 

The following course has been designed specifically for delegates who are required to collect outstanding debt telephonically. 

This workshop covers the following: 

  • The process and back ground of communication 
  • Barriers to communication – their telephonic impact 
  • Status
  • Intercultural and intergender communication 
  • Voice and voice production 
  • Tone, pitch, pace
  • Listening skills 
  • Body language – the importance of body language over the phone 
  • Assertive expression 
  • Assertive goals
  • “I” messages 
  • Telephone techniques for: 
  • Problem calls/anger management
  • Passive & passive/resistance
  • Avoiders
  • Gatekeepers
  • Responding to criticism
  • Acknowledgement
  • Clouding
  • Getting the commitment 
  • Stress facts