CICM Training Directory

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The cash chasing plan Pre-call preparation Reaching the debtor Developing the dialogue Reaching a commitment Closing the call Telephone interpersonal soft skills Questioning techniques, listening skills, counselling skills Negotiation techniques 2 nd Role play telephone call Practicing interpersonal skills on the telephone Feedback and critique. Lessons learned Being and staying assertive Standing up for your rights without infringing the rights of others How to behave – what to say How to recognise typical behaviours Using influencing factors What are they? When and how to use them? Other collection tools Handling disputes and conflict Overcoming resistance The behaviour to adopt Dealing with verbal abuse Using influencing factors Collection Tips Tried and tested tips and techniques that will improve collections Recognising how to and when to use them Putting the whole theory into practice A role play workshop on different types of telephone calls Acting out typical scenarios Analysing and critiquing calls Lessons Learned A summary of the learning Key messages to take back © Chartered Institute of Credit Management 2017
Collections Identifying and Signposting Vulnerable Customers This practical programme has been developed by the CICM Vulnerability Group, experts who have met to discuss and share best practice. The programme focuses on helping collectors identify customers in vulnerable circumstances and find the best ways to encourage them to take up more money and debt advice. What will you gain? Practical skills to identify and effectively interact with customers in vulnerable circumstances. An interactive training session with various opportunities to put new skills into practice. Who is it for? The training is designed for managers and staff involved in handling potential calls with people in vulnerable circumstances. Duration 1 day Code S1110W9 Recommended next course: General money and debt advice Consumer collections Training options Open training In-company ‘An informative, great day! The CICM trainer is very good, with an easy manner which helps embed the principles of the course effectively.’ What will it cover? Defining vulnerability Personal circumstances which can lead to vulnerability, such as income shocks, environmental factors, victim of crime, family breakdown or bereavement, disability or low financial capability. How to identify Techniques to identify the issue. Warning signs from the customer. Personal skills to take the conversation forward Data protection issues – authority to deal with third parties, power of attorney & recording sensitive personal data. How to comply with organisational and regulatory requirements - existing vulnerable customer’s policy, data protection policy, ethic for treating customers fairly, and priority register. Understanding the limits of your role, and how to effectively end the call – including process for customer to return to you (negotiation skills). How and where to signpost your customer Identify organisations you already partner with and processes in place. Review a selection of common support organisations available to your customer. Techniques to promote the benefits of using that service. Bringing it together © Chartered Institute of Credit Management 2017
Page 1 and 2: The Recognised Standard Training di
Page 3 and 4: Welcome to CICM Training The recogn
Page 5 and 6: Your learning partner Our training
Page 7 and 8: CICM training courses index Credit
Page 9 and 10: Credit control and collections Coll
Page 11 and 12: Credit control and collections Esse
Page 13 and 14: Credit control and collections Nego
Page 15 and 16: Credit Control and Collections Trac
Page 17: Programme Telephone Collections - C
Page 21 and 22: Finance & accounts Introduction to
Page 23 and 24: Finance and accounts Introduction t
Page 25 and 26: Finance & accounts Advanced Credit
Page 27 and 28: Litigation Litigation - Effective E
Page 29 and 30: Litigation Handling Your Own Small
Page 31 and 32: Litigation Advanced debt recovery t
Page 33 and 34: Litigation Scottish Legal Debt Reco
Page 35 and 36: Management Essential Management Ski
Page 37 and 38: Management Credit Team Leadership T
Page 39 and 40: Management Credit Policy Workshop D
Page 41 and 42: Management Understanding business s
Page 43 and 44: Industry specific Taking the Risk o
Page 45 and 46: Webinar Credit Management in a Nuts
Page 47 and 48: Webinar Telephone Collections Learn
Page 49: © Chartered Institute of Credit Ma

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