Dialogue & Debt: Persuasive Negotiation for Professional Collectors Training Course

Introduction

Successful debt collection is no longer a matter of simply demanding payment; it is a sophisticated process that requires a strong foundation in human psychology and persuasive communication. This training course moves beyond the traditional, confrontational approach to collections and focuses on the art and science of negotiation. Participants will learn to build rapport, understand debtor motivations, and craft win-win solutions that secure repayment while preserving the dignity and relationship with the member.

This comprehensive, five-day program is designed to transform collections staff into skilled negotiators. The modules cover everything from the psychological triggers of debt avoidance to advanced techniques for overcoming objections and structuring payment plans. By the end of this course, your team will be equipped with the empathy and tactical knowledge needed to improve recovery rates and foster a more positive and collaborative collections environment.

Duration 5 days

Target Audience This course is ideal for debt collectors, collections managers, loan officers, and any staff member responsible for communicating with delinquent members and negotiating payment solutions.

Objectives

  1. To understand the psychological dynamics of debt and negotiation.
  2. To master active listening and empathetic communication.
  3. To develop powerful questioning techniques to uncover the root cause of delinquency.
  4. To build rapport and trust with members in difficult situations.
  5. To learn how to structure effective and enforceable payment plans.
  6. To practice overcoming common objections and excuses.
  7. To manage stress and emotional reactions during confrontational calls.
  8. To understand the principles of ethical and compliant negotiation.
  9. To use data and information to inform negotiation strategy.
  10. To measure the success of negotiations and continuously improve.

Course Modules

Module 1: The Psychology of Debt and Communication

  • Understanding the emotional and psychological barriers to repayment.
  • The importance of empathy in building a collaborative relationship.
  • Non-verbal communication cues and how to interpret them.
  • Moving from a mindset of "taking" to a mindset of "problem-solving."
  • The impact of tone, pace, and language on a collections call.

Module 2: Advanced Listening Skills

  • The difference between hearing and active listening.
  • Techniques for listening for clues and hidden information.
  • Reflective listening and paraphrasing to confirm understanding.
  • The power of silence and when to use it effectively.
  • Listening to understand the member's perspective and needs.

Module 3: Probing and Questioning Techniques

  • How to ask open-ended questions to gather critical information.
  • Using probing questions to get to the root of the issue.
  • The art of asking "what if" and hypothetical questions.
  • Identifying what motivates the member to repay.
  • Asking questions that lead to a collaborative solution.

Module 4: Building Trust and Rapport

  • The importance of a friendly and non-judgmental opening.
  • Using mirroring and matching techniques to build a connection.
  • Finding common ground to reduce tension.
  • Communicating respect for the member's situation.
  • The role of honesty and transparency in building trust.

Module 5: Overcoming Objections

  • Categorizing common member objections.
  • A step-by-step framework for handling objections.
  • Using the "feel, felt, found" technique.
  • Turning a negative response into an opportunity for negotiation.
  • The importance of not taking objections personally.

Module 6: Negotiating for a Favorable Outcome

  • The goal of a win-win negotiation.
  • Negotiating a realistic payment plan.
  • Offering incentives for early payment or lump sum payments.
  • Handling negotiations with third parties, such as family members.
  • When to walk away from a negotiation and escalate the case.

Module 7: Handling Difficult Conversations

  • Techniques for de-escalating anger and frustration.
  • Maintaining composure and professionalism under pressure.
  • Dealing with threats or verbal abuse.
  • Setting clear boundaries and expectations.
  • The importance of professional debriefing after a difficult call.

Module 8: Ethical and Legal Considerations

  • A review of the collections code of conduct.
  • Understanding what is considered harassment or an unethical practice.
  • Documenting all communication and negotiation steps.
  • The legal limits of what can be said or promised.
  • Adherence to the SACCO's internal policies and procedures.

Module 9: The Role of Information and Data

  • Using a member's loan history to inform negotiation strategy.
  • Accessing relevant information during a call.
  • Using data to predict the member's ability to pay.
  • The importance of accurate and timely updates to the system.
  • The role of technology in automating reminders and notifications.

Module 10: Performance and Continuous Improvement

  • Measuring negotiation success beyond just recovery rates.
  • Using call recordings for training and coaching.
  • Peer-to-peer feedback sessions and role-playing exercises.
  • Developing a personal improvement plan for negotiation skills.
  • Creating a culture of continuous learning within the collections team.

CERTIFICATION

  • Upon successful completion of this training, participants will be issued with Macskills Training and Development Institute Certificate

TRAINING VENUE

  • Training will be held at Macskills Training Centre. We also tailor make the training upon request at different locations across the world.

AIRPORT PICK UP AND ACCOMMODATION

  • Airport Pick Up is provided by the institute. Accommodation is arranged upon request

TERMS OF PAYMENT

Payment should be made to Macskills Development Institute bank account before the start of the training and receipts sent to info@macskillsdevelopment.com

For More Details call: +254-114-087-180

 

Dialogue & Debt: Persuasive Negotiation For Professional Collectors Training Course in Marshall Islands
Dates Fees Location Action
13/10/2025 - 17/10/2025 $1,750 Mombasa
Physical Class Online Class
20/10/2025 - 24/10/2025 $1,500 Nairobi
Physical Class Online Class
27/10/2025 - 31/10/2025 $1,500 Nairobi
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03/11/2025 - 07/11/2025 $2,900 Kigali
Physical Class Online Class
10/11/2025 - 14/11/2025 $1,500 Nairobi
Physical Class Online Class
24/11/2025 - 28/11/2025 $1,500 Nairobi
Physical Class Online Class
01/12/2025 - 05/12/2025 $1,750 Nairobi
Physical Class Online Class
08/12/2025 - 12/12/2025 $1,750 Mombasa
Physical Class Online Class
05/01/2026 - 09/01/2026 $1,750 Mombasa
Physical Class Online Class
12/01/2026 - 16/01/2026 $1,500 Nairobi
Physical Class Online Class
26/01/2026 - 30/01/2026 $1,500 Nairobi
Physical Class Online Class
02/02/2026 - 06/02/2026 $4,000 Pretoria
Physical Class Online Class
09/02/2026 - 13/02/2026 $1,500 Nairobi
Physical Class Online Class
23/02/2026 - 27/02/2026 $1,500 Nairobi
Physical Class Online Class
02/03/2026 - 06/03/2026 $1,750 Mombasa
Physical Class Online Class
16/03/2026 - 20/03/2026 $1,500 Nairobi
Physical Class Online Class
06/04/2026 - 10/04/2026 $4,950 Dubai
Physical Class Online Class
13/04/2026 - 17/04/2026 $1,500 Nairobi
Physical Class Online Class
20/04/2026 - 24/04/2026 $1,500 Nairobi
Physical Class Online Class
04/05/2026 - 08/05/2026 $1,750 Mombasa
Physical Class Online Class
11/05/2026 - 15/05/2026 $1,500 Nairobi
Physical Class Online Class
25/05/2026 - 29/05/2026 $1,500 Nairobi
Physical Class Online Class
01/06/2026 - 05/06/2026 $2,900 Kigali
Physical Class Online Class
08/06/2026 - 12/06/2026 $1,500 Nairobi
Physical Class Online Class
22/06/2026 - 26/06/2026 $1,500 Nairobi
Physical Class Online Class