COLLECTIONS

MODULES

  1. ACCC Guidelines in Collections
  2. Collection Concepts
  3. Willingness vs Capacity
  4. Asking for the Money
  5. Questioning Techniques
  6. Maximising Payment
  7. Navigating Common Objections to Paying
  8. Selling Benefits

IDEAL FOR

  • Setting a strong foundation within any collections and hardship team
  • Awareness of the do’s and don’t’s within a collections environment – communication and regulatory
  • Mastering the art of questioning to understand a customer’s situation and finding the best solution
  • Identifying a customer’s willingness versus capacity and navigating this with the right approach
  • Understanding the mechanics to effective negotiation to get the largest amount, in the shortest time within a customer’s budget
  • Communicating repercussions in a meaningful and engaging way

VULNERABILITY

MODULES

  1. What is vulnerability?
  2. Money and hardship
  3. Trauma
  4. Mental Health
  5. Drugs and Alcohol
  6. Gambling
  7. Disability
  8. Carers
  9. Small Business vulnerability
  10. Elder Age problem debt & financial abuse

SPECIALIST COURSES

  1. Family Violence
  2. Hardship
  3. Suicide

IDEAL FOR

  • Foundational content for awareness across all front line and specialist teams
  • Specialised content for Collections, hardship and complaints teams
  • Understanding the many layers of vulnerability
  • Reducing judgement associated with labelling customer groups
  • Building curiosity and empathy rather than judgement
  • A compassionate approach towards vulnerable customers
  • Remaining in the right headspace when dealing with challenging customer scenarios and conversations
  • Better identification, decision making and outcomes
  • Providing the Right Solution for the Right Customer

CUSTOMER ENGAGEMENT & CONFLICT

MODULES

  1. Brand
  2. Slang and Jargon
  3. Connect with Your Customer
  4. Yes Ladder
  5. Language Carries Energy
  6. Dirty Words
  7. Take accountability
  8. Your personality traits
  9. Fight or Flight
  10. The Cobra
  11. The Apology
  12. Empathy
  13. Neutral Language
  14. The ‘NORMS’
  15. The Decoy Effect
  16. Objection Handling Toolkit

IDEAL FOR

  • Understanding the basic and advanced mechanics to communication
  • Awareness of what creates conflict and what to avoid using in conversation
  • Mastering objection handling to proactively reduce conflict
  • Building consistency and setting expectations across teams and departments
  • Remaining authentically you in a technical industry/environment
  • Reducing escalated calls, ministerial complaints and ombudsman complaints

MINDFIT – WELLBEING & RESILIENCE

MODULES

  1. Growth Mindset
  2. Fight, flight or go with the flow
  3. Embracing change
  4. Home and work balance
  5. Mental Health explained
  6. Manage your headspace
  7. Mindfulness
  8. Positive mental health for the future

IDEAL FOR

  • All front line and specialist teams
  • Managing your own headspace
  • Reducing ego, judgement and frustration
  • Difficulty with Conflict & Bouncing Back
  • Staff Burnout, compassion fatigue and sick leave
  • Navigating through change with optimism
  • Enhancing the positivity within teams and departments through better and more positive mindsets

LEADERSHIP CAPABILITY

MODULES

ASPIRING LEADERS

  1. Provide Personal Leadership
  2. Communicate Effectively by Email
  3. Professional Business Writing
  4. Interview Techniques
  5. Deliver a Winning Presentation
  6. Time Management

LEADERS

  1. Run a Productive Meeting
  2. Coaching for peak performance
  3. Tough Conversations in the Workplace
  4. Continuous Improvement
  5. Develop a Business Case
  6. Implement an Operational Plan
  7. Promote an Innovation in the Workplace

IDEAL FOR

  • Building capability across a leadership team and aspiring leader group
  • Leadership Expectations Setting & Reset
  • Creating a culture of coaching
  • How to have tough conversations in a respectful way
  • Influencing Culture Change through a leadership team
  • Aspiring & New Leader Development
  • Existing & Experienced Leader Development
  • Sustainability and enhancement of Performance & Attitude
  • Ongoing Leadership Development i.e. 12-24 month program