Objective
This workshop aims to be a performance enhancer for new joiners and enable them to take on challenging roles with ease. Will equip participants with skills and competencies required in the new normal to engage with clients with conviction and build their confidence throughout the journey of the Collection & Recovery Process
Topics Covered
➱ Build a Growth Mindset while dealing with NPA clients
➱ Maximize Communication Impact
➱ Working with Emotional Intelligence
➱ Develop Conflict Resolution
➱ Understand and Deal with Different Stakeholders, Situations, and Personality Types
➱ Negotiation Fundamentals- 5W 1H, Principles, Techniques, and Gambits, Styles and Approaches
Target Audience
➱ Budding Collection & Recovery managers
➱ Lateral Job Seekers from other verticals in BFSI/NBFCs/MFIs-L1
➱ Professionals aspiring to shift to Collections & recovery Management - L1
What will I learn?
- Adopt the growth mindset of learning new skills, tabling concerns and building new competencies.Foster an environment where customer can trust and foster openness.
- Apply 8Cs of effective communication for result-oriented engagement. Implement Variation in Communication Styles based on customer types.3. Communicate Assertively with NPA customers who lack willingness to repay.
- Practice higher levels of EI and apply its components in managing self and various customers towards a result-oriented outcome.
- Orient self with the various conflict management styles and use them as situation demands.
- Understand why people may react differently, behave differently, and see things differently from others in the same situation. Handle different and difficult situations in collections and recovery with mindfulness of personality types.
- Be aware of and differentiate between three basic styles: Assertive (aggressive), Accommodator (relationship oriented) and Analyst (conflict avoidant).
- Discussion
- Live lecture by subject expert
- Participants join from their location
- Real-time Q&A session
- Live Chat facility for having individual /group conversations
- Graphs and charts explained by the expert on the whiteboard
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