Psychology of a Debtor
A one day training course for anyone dealing with Consumer Credit
Debtors are human beings. Human beings adopt patterns of behaviour according to the part they are currently playing. Being a debtor is but one of very many and varied parts. This course looks closely at how and why debtors behave the way they do.
The objectives are to help you understand debtors better; to make it easier for you to be you and allow you to assume greater control of your communications with debtors. The net result should be an improvement in performance - however that's measured.
Debtors Day
- Get to know and understand the mindset and mood swings of the debtor
- Recognise the events that can at critical times of the day have a profound effect on the debtor's behaviour and response
Perceptions
Everyone has opinions. They are our starting point on any given subject.
Answers to these questions determine the position taken by the debtor and shape his/her response!
- How do you see the debtor?
- How does the debtor see you?
- How do you think the debtor sees you?
- How do you think the debtor thinks you see him/her?
Sensory Perception
- The five senses
- Adding INSTINCT
- Harmonising with the debtor
- Improving your chances of a meaningful and productive conversation
Ego
- The three stages of development
- Parent - Child - Adult
- How communication can dramatically change
- Where are you and the debtor coming from?
- Recognising causes and breakdowns in communication
- Harmonising with the debtor
Communication
The meaning of communication is the response you get!
- The critical stages
- Thought processes
- Translation into words
- Delivery
- Reception
- Interpretation
- Response
- Do you say what you mean or mean what you say?
- Why does it go wrong?
Roles
Who are we? The answer is neither obvious nor profound as it might appear!
People fulfil many roles in a typical day. Their behaviour and communication style is adjusted accordingly.
Being a debtor is a role and so is being a debt collector.
We should not treat everyone the same and we should not speak to everyone in the same way.
Top Marks for Top Students
What others say...
"Your style was welcoming and refreshing. So many times in a training environment I feel the trainer has read up on what needs to be said and doesn't really put 100% into it. You, however, admittedly love your job and the industry and it shows. I hope I am fortunate enough to be included in any of your visits and would be honoured to be one your contacts within O2."
Chris Kirman - O2.