Enhancing Arrears Management: Optimizing Communication for Effective Debt Collection

In the dynamic landscape of debt recovery, mastering the art of arrears management is essential for achieving optimal collection outcomes. This is a comprehensive 2-day program designed to empower professionals with the necessary communication, negotiation, and customer profiling skills.

This workshop delves into the intricacies of understanding customer behaviour, crafting strategic communication, and implementing effective negotiation strategies. Over the course of two days, participants will engage in practical sessions, case studies, and simulations to be equipped with a refined toolkit for navigating diverse customer interactions, ensuring a professional yet assertive approach to debt recovery.

As we navigate the complexities of arrears management together, this workshop promises not only to enhance the collection capabilities of professionals but to transform challenges into opportunities for growth and success.

At the end of this interactive and impactful workshop, learners will be able to:

·      Acquire advanced communication skills, negotiation techniques, and effective written communication strategies to excel in debt collection.

·      Develop the skills to gather, analyse, and leverage customer information for tailored negotiation strategies in debt collection.

·      Learn professional email etiquette to enhance assertive yet diplomatic written communication.

·  Understand customer psychology in debt negotiation, practice negotiation skills to build rapport, and maintain professionalism during challenging conversations, and create a structured follow-up process for successful debt collection.

1. Arrears Management Teams: Professionals directly involved in managing and collecting outstanding payments, debts, or arrears.
2. Collections Specialists: Individuals responsible for negotiating with customers, facilitating payments, and implementing strategies for debt recovery.
3. Customer Communication Teams: Professionals engaged in written and verbal communication with customers regarding outstanding payments.
4. Customer Relationship Managers: Individuals tasked with understanding customer profiles, identifying negotiation points, and maintaining positive customer relationships.
5. Finance and Accounting Professionals: Team members from finance and accounting departments who contribute to arrears management processes.

Personal Development and Wellness Coach - Diana Rahman

Diana Rahman is an ICF ACC trained coach and a successful Image Consultant & Style Coach having spent 10 years with Jill Lowe International. She has since been a corporate trainer for 23 years. After 6 years as a former professional in the banking industry, Diana made a vital switch and pursued her passion in helping others in Soft skills Development. Diana has done countless corporate programs, training executive officers and uniformed staffs on the importance of Professional Image Presentation, Business Writing, Business & Social Etiquette, Verbal & Non-Verbal Communication, Leadership Skills, Stress Management and Customer Management Skills.

One of her key achievements is a 10-day Bootcamp, where she conducted Team building, Customer Service Excellence and Motivation project for all the staffs of La Digue Lodge in Seychelles. In 2012, she was awarded the Promising Star Trainer award by Celebrate Life Holdings Pte Ltd. She gained her experience as a recognized consultant and public speaker from various major events, managing large groups of audience. Her very engaging style of presentations and 'live' demonstrations reach out and connect to audiences of various backgrounds, from financial, hospitality and creative industries to healthcare professionals and students.

Diana is also a Memory Trainer, since 2012, and was trained by Alan Yip - founder of Mind Edge and Chief Trainer of the Singapore Memory Team. Under his wing, she teaches participants of various proficiencies in study skills, memory techniques, Goal setting, Note-Taking, Study Personality, amongst others.

She is also the co-founder of an IT company that specialises in web development, mobile applications and corporate branding.

In 2021, her co-authored the book Venus Rising: The Phoenix Awakens, where she talks about her trials and tribulations, and the rise of women in entrepreneurship. In 2022, the book became an Amazon #1 bestseller.