Enhancing Your Team’s Debt Recovery Skills

28-29 Jun, 2018, Kuala Lumpur

FOCUSING ON
  • The Importance Of Positive Work Attitude
  • Mindset Change To Gear Up Performance
  • Analysing Yourself – Reshaping Personalities
  • Analysing Your Debtors
  • The Successful Collector
  • Effective Interpersonal Communication In Collection
  • Dealing With Excuses For Collectors
  • Using The Telephone As An Effective Tool For Collection
  • Negotiating Effectively For A Settlement
  • Problem Solving For Effective Debt Recovery
OBJECTIVE

As you make collection calls each day, it can be easy to forget that you are negotiating with people and not just talking to them about debts.

 

A collection call is not just an ordinary conversation in which your attention can move in and out without affecting the outcome of the call. It is an active negotiation that requires full attention in order to do the best job for both your company and your customer.

 

In this course, you will be equipped with the tools, techniques and professional skills needed to collect commercial accounts more effectively and by design, rather than by default without losing the customer or client while building a lasting customer relationship and opportunity for future sales.

AFTER ATTENDING THIS COURSE YOU WILL RETURN TO YOUR JOB…
  1. Understanding what it takes to be an efficient and productive collector.
  2. Understanding debtors and communicate with them effectively.
  3. Improving telephone skills for collection.
  4. Handling excuses effectively and enhancing collections.
  5. Mastering negotiation skills and handling any type of customers and in any kind of a situations.
  6. Learning workable collection techniques to maximize debt recovery.
  7. Having a positive mindset towards the job.
  8. Making the collection process less stressful.
  9. Being able to solve problems for effective collection.
  10. Improving their collection rates.
  11. Working effectively as a team to be extremely productive in the collection process.
WHO SHOULD ATTEND
  • Managers
  • Executives
  • Heads of Units
  • Team Leads
  • Supervisors
  • Collectors
  • Anyone who is in the business of collection


METHODOLOGY

Interactive Lectures / Activities / Group Presentations / Videos Notes / Workshops / Post-Course Assessment

  • This training sessions will be fully accompanied by activities and workshops, so as to plan and put into practise what is learnt and discussed during the trainings. This will ensure maximum results from the training.


DAY 1
9:00 THE IMPORTANCE OF POSITIVE WORK ATTITUDE
  • Identifying Positive Work Habits and Work Culture
  • Process of Building Positive Work Attitude
  • Key Roles of Leaders in Building Positive Work Culture
10.45 MINDSET CHANGE TO GEAR UP PERFORMANCE
  • Managing Change
  • Leading the Team in the Right Direction
  • Strategising
  • Working in different environments
  • Changing strategies and work styles
  • Adapting to changes
1:00 Lunch

2:00

ANALYSING YOURSELF – RESHAPING PERSONALITIES

  • Appearance & Attitude
  • The Importance of making the right first impression
  • Professionalism
  • Assessing your communication style
3:45 ANALYSING YOUR DEBTORS
  • The different types of Debtors
  • How to deal with each type
  THE SUCCESSFUL COLLECTOR
  • The characteristics of a successful collector
  • Moulding your collector to outdo the debtor
5:00 End of Day 1
DAY 2
9:00 EFFECTIVE INTERPERSONAL COMMUNICATION IN COLLECTION
  • Communication and You
  • Effective Communication
  • 7 Common Communication Breakdowns
  • You and your voice
10.45 DEALING WITH EXCUSES FOR COLLECTORS
  • Dealing with excuses
  • How not to accept excuses
  • Less excuses = Higher collection
12.00 USING THE TELEPHONE AS AN EFFECTIVE TOOL FOR COLLECTION
  • Use POWER when using the phone
  • The 8 Step Collection Process
  • Eliminate common mistakes
1:00 Lunch

2:00

NEGOTIATING EFFECTIVELY FOR A SETTLEMENT

  • What is Effective Negotiation?
  • What is Effective Negotiation?
  • How to open your negotiation process – Break the Ice
  • Negotiation techniques that can help you gather the information you need to move toward a commitment to pay
  • Adopting a Win-Win approach
3:45 ANALYSING YOUR DEBTORS
  • Teamwork and Problem Solving
  • Problem Recognition
  • Resolving the Problem
  • Problem Solving Methodology
5:00 End of Course

 

LEARN FROM THE BEST

Mr. K.Pathmanathan, who holds an LL.B (Hons) London, CLP – Malaysia, has been actively involved in the field of education, management and training. He has more than twenty-five years of professional experience as a trainer and principal consultant in organizing and managing various organizations.

 

INDUSTRIAL EXPERIENCE

Industrial experience includes Petrochemical industries, Manufacturing sectors, Banking, Telecommunications, Consumer products, Utilities, Healthcare, Education, Hospitality, Services industries and the Government.

 

  • Trained and lectured for private companies and government entities. Participants made up of managers, CEOs, CFOs, corporate and government support staff and executives.
  • Conducted legal and management seminars for organizations which included providing consultation. Some of the common programs conducted are: Contract Management, Effective Debt Recovery, Right & Liabilities of Vendors and Purchasers, Sexual Harassment at the Workplace, Management & Leadership Skills, Negotiation
  • Skills, Change Management, Creativity & Innovation, Team Building, Communication Skills, Problem Solving & Decision Making and other related areas.

 

Mr. Pathmanathan is able to combine the elements taught in a specific program both legal and management with real life requirements for those on the job.

 

  • Mr. Pathmanathan is a hands-on, bilingual trainer who graduated with LL.B (Hons) from the University of London in 1986 and post graduate Certificate In Legal Practice (Mal) in 1987.
  • He has excellent classroom management skills and is able to bring out the extrovert in participants resulting in in-depth lasting results.
  • K. Pathmanathan has been conducting the Debt Recovery training program for the last 15 years. He is extremely proficient in his subject matter and well sought after by the corporate sector.
  • He also manages Debt Recovery projects for organizations, which includes training and consultancy for a duration. His last project was with AmBank Malaysia in 2017, where was in charge of training the entire Retail Collections Department staff of 400, which included training the Section Heads, Unit Heads, Team Leads and Collectors. This was followed by a consultancy period to ensure targets are achieved. He has trained various organizations in Malaysia on this subject matter, including: Petronas, PSMB, Tenaga Nasional, Jabatan Air, Telekom, AmBank, BSN, Bank Rakyat, TM Touch, Hitachi, Tioxide (M) Sdn. Bhd., Nippon Oil Exploration, PLUS, Hewlett Packard, Penang Port, Penang Bridge Sdn Bhd, Measat Broadcasting Network Systems, Sony, Toray Group Malaysia, Silterra, Various Private Medical Centres, Various Universities, Teknik Janakuasa, Harbour Board – Sarawak, Circle Freight, Kintetsu Air Services, Petronas Fertilizer (Kedah) and its subsidiaries, Fed Ex, GD Express, H. K. Lamtech, Advance Sound Products, Paramount Engineering, Motosikal & Enjin Nasional Berhad (Modenas), Suzuki, Yamaha and Sime Tyres International to name a few.

 

Participation from the Government sectors include those from the Land Department, Risda, Felda, Lembaga Hasil Dalam Negeri, Tentera Laut Diraja Malaysia, Jabatan Kesihatan PP, Mara, Customs Department, Local Councils and other government.

 

  • Debt Recovery skills and knowledge is Mr. K.Pathma’s forte.

 

VENUE DETAILS

Dorsett Kuala Lumpur
172 Jalan Imbi
55100 Kuala Lumpur

Phone :03 2716 1000

 

IPA TRAINING IS REGISTERED WITH

 

CONTACT US

Juliany, 
O - 03 2283 6109,
M - 019 3134436
juliany@ipa.com.my 

Michelle, 
O - 03 2283 6100, 
M - 019 363 7822
michelle@ipa.com.my 

For Customised In-House Training
Yvonne,
O - 03 2283 6101, 
M - 012 2011247,

F - 03 2283 6108
 
yvonne@ipa.com.my
 

ADDRESS 

A-28-5, 28th Floor, 
Menara UOA Bangsar, 
No.5, Jalan Bangsar Utama 1, 
59000 Kuala Lumpur
www.ipa.com.my