Beyond the Courts: Alternative Dispute Resolution in Loan Recovery Training Course

Introduction

In the intricate world of loan recovery, a confrontational, legalistic approach can often be counterproductive, leading to strained member relationships and prolonged, costly disputes. Alternative Dispute Resolution (ADR) provides a powerful, human-centered alternative. By focusing on collaborative problem-solving, methods such as mediation and negotiation help to bridge communication gaps, find common ground, and create sustainable repayment solutions that benefit both the SACCO and its members.

This five-day course will equip your team with the essential skills to effectively apply ADR principles to loan recovery. Participants will learn how to de-escalate conflicts, facilitate open dialogue, and guide members toward mutually agreeable outcomes without resorting to litigation. The curriculum is designed to transform collections from a rigid, adversarial process into a flexible, cooperative effort, enhancing member loyalty and protecting the SACCO’s financial health in the long term.

Duration 5 days

Target Audience This course is intended for collections officers, credit managers, legal department staff, and customer relationship managers.

Objectives

  1. To understand the principles and benefits of Alternative Dispute Resolution (ADR) in loan recovery.
  2. To differentiate between various ADR methods, including negotiation, mediation, and arbitration.
  3. To develop strong communication and active listening skills.
  4. To learn conflict de-escalation techniques for difficult conversations.
  5. To master the process of preparing for and facilitating a mediation session.
  6. To draft fair and legally sound settlement agreements.
  7. To understand the legal framework and ethical considerations of ADR.
  8. To build a culture of cooperative problem-solving within the collections team.
  9. To measure the success and return on investment of an ADR program.
  10. To create a clear policy for integrating ADR into the collections process.

Course Modules

Module 1: The Foundations of ADR

  • Introduction to Alternative Dispute Resolution.
  • Why ADR is a preferred method for loan recovery.
  • The benefits for the SACCO and for the member.
  • Distinguishing ADR from traditional legal action.
  • The role of trust and confidentiality in ADR.

Module 2: Negotiation Skills for Loan Officers

  • The principles of effective negotiation.
  • Preparing for a negotiation session.
  • Identifying interests versus positions.
  • Building rapport and managing expectations.
  • Reaching a win-win outcome.

Module 3: The Art of Mediation

  • The role of a neutral mediator.
  • The steps of the mediation process.
  • How to facilitate a productive discussion between parties.
  • Identifying underlying issues and emotional triggers.
  • The power of joint problem-solving.

Module 4: De-escalation and Conflict Resolution

  • Recognizing and responding to anger and frustration.
  • Techniques for calming tense situations.
  • Using "I" statements and non-confrontational language.
  • The importance of staying calm under pressure.
  • Turning a conflict into a collaborative effort.

Module 5: Legal and Ethical Considerations

  • The legal standing of a mediated agreement.
  • Ensuring the enforceability of a settlement.
  • The ethical obligations of all parties involved.
  • Confidentiality agreements and their importance.
  • Compliance with data privacy and consumer protection laws.

Module 6: Documentation and Agreements

  • The components of a comprehensive settlement agreement.
  • Using clear and unambiguous language.
  • The role of legal counsel in reviewing agreements.
  • Documenting the terms of a new repayment plan.
  • Ensuring all parties sign and understand the agreement.

Module 7: Implementing ADR in the SACCO

  • Creating an internal ADR policy.
  • Developing a referral system for suitable cases.
  • Training the entire collections team on the new process.
  • Communicating the new approach to members.
  • Integrating ADR outcomes into the loan management system.

Module 8: Practical Application and Role-Playing

  • Simulating a negotiation with a delinquent member.
  • A guided mediation session role-play.
  • Analyzing real-world case studies of successful ADR.
  • Group exercises on drafting a mediation brief.
  • A feedback session to refine skills and techniques.

Module 9: Measuring ADR Success

  • Key performance indicators (KPIs) for ADR.
  • Tracking the number of cases resolved without litigation.
  • Measuring the cost savings from avoiding legal fees.
  • Assessing member satisfaction and loyalty.
  • Reporting on the impact of ADR on the loan portfolio.

Module 10: Building a Culture of Collaboration

  • The leadership role in promoting ADR.
  • The importance of continuous training and development.
  • Empowering loan officers as problem-solvers.
  • Celebrating successful ADR outcomes.
  • Fostering a member-centric approach to collections.

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

 

Beyond The Courts: Alternative Dispute Resolution In Loan Recovery Training Course in Zimbabwe
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