Debt Collection with Assertiveness & Conflict Management

Debt Collecting: Assertiveness and Conflict Management


Prompt collection of slow paying and overdue accounts is the heart of every business survival. Debt Collectors have the difficult task of handling customers, coping with conflict, confrontation, negativity and rudeness.

Introducing the Role

  • Job description
  • Understanding the importance, role function and purpose of the debt collector
  • How the debt collector fits into the company’s life cycle
  • Noting personal attributes and aligning them with the position
  • Positive attitude within self and toward others
  • Ability to deal with stress and conflict

Procedural Skills

  • Starting the debt recovery process early
  • Preparing for each case prior to calling
  • Conducting a telephone debt recovery professionally
  • Positive approach towards customers
  • Understanding the cost implication of outstanding debt
  • Dealing with difficult non-committal customers, objections and negativity
  • The importance of not mixing emotion with business
  • Turning promises into commitments to pay
  • Use agreed payment dates and reminders to follow through payment recoveries


  • Effective listening
  • Remaining focused with the call on hand
  • The ability to think logically
  • Communicating assertively
  • Closing calls amicable and professionally
  • Email communication – do’s and don’ts
  • Relationship building with customers

Benefits of Attending:

This practical workshop will highlight the importance of debt collecting and why retaining customers is so crucial to the business.

Delegate Feedback

Quality was of high standards Pumptec

The workshop was very informative. Doesn’t need any improvement Non-Ferrous Metal Works