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'Excellence is not a matter of chance but of choice'

Managing, Motivating and Inspiring your Credit Control Team

Day One

Introduction and Objectives

  • Introductions & 'icebreaker'

  • An opportunity to share your current level of experience and knowledge and to look at key individual objectives from the course

3 Keys to Success

  • What you need to be successful. The three key areas that must be in place for you to be able to succeed in what you do. Attendees to give consideration to the key elements of how to achieve success at Credit Control

Leadership Skills

  • Establishing the essential qualities and skills of an ideal and effective Supervisor. Leadership styles - Strengths and Weaknesses

  • Understanding the part you play - identifying YOUR leadership strengths and weaknesses - ‘Belbin’s Self Analysis’

  • Getting the best out of your people. Understanding what 'Managing' people means

  • How would you like to be managed?

  • The Zip Game

  • Group Dynamics - Forming, Storming, Norming and Performing - THE GROUP AT WORK

Identifying the Barriers to Success

  • What gets in the way to success? and, what stops collection teams from performing? - What Barriers?

  • Dealing with negatives - barriers can be overcome! Visualising your goals in order to begin the positive process toward superior achievement

Overcoming the Barriers to Success

  • Setting objectives using the 'SMART' approach - for individuals and the team

  • Credit Control - a service role to the business. The importance of, and necessity for, superior Debt Management


Credit Measures

  • Understanding credit measures, cash goals, targets, service quality. Team work standards. Discussion on goals and goal setting including deciding on key objectives together with relevant performance parameters

  • Brief awareness and understanding regarding the calculation methods for establishing DSO (Debtor Days) - linking DSO with cash and ageing parameters - in order to monitor both individual and team performance.

  • Prioritising your Credit Measures (goals/targets) strategy in order to maximise performance
Customer Care
  • How can you achieve better Customer Care? and How can Customer Care benefit your organisation? - first impressions - knowledge - assistance

  • Reflecting on the effect of good, bad and indifferent levels of Customer Service to your organisation? - first impressions - knowledge - assistance

Day Two

Communication
  • What is effective communication and how do we communicate?

  • Two way communication - asking the right questions

  • Levels of Communication - the emotion triangle between 'high risk' and 'low risk' relationships

  • Body language and non-verbal means of communicating – mannerisms. Being aware that actions can sometimes speak louder than words

  • Handling conflict through effective communication. Considering your own emotions. Informing and involving staff
Motivation and Incentives
  • First, what motivates you?

  • How you can motivate others - sharing, listening, involving, giving recognition Motivating the team

  • Challenge and Reward Systems - to get the best from your team

Managing Constant Change

  • First principles - any/all change? - what changes are we going to need to manage, what change can we expect and what will be our likely reactions i.e. ‘how do we deal with it’

  • Encountering and experiencing resistance to change - analysis, recognition, what, why and the emotions of change

  • Identifying the skills required in the management of change - analysis, survival, creativity, growth, people, tasks and stress management

  • Organisational change strategies - turning the situation around. Positive and effective change outcomes. The way forward identified

Managing Difficult People

  • Controlling the discussion - handling conflict, arguments and aggression- dealing with difficult people

  • Logic, Emotion, Power

  • Setting criteria in advance - deciding on an 'empowerment' framework. Controls and standards - avoiding pitfalls

Monitoring Performance and Delivering

  • Winning the team

  • Challenging the team

  • Keeping the team on track and performing

  • Motivational ‘express’ - the stepping stones to success for team players

  • Delivering on a constant basis - performance consistency - enjoyable, challenging, doable, motivational

Closing Session

  • Candidates are asked to give feedback on course and content

  • Completion of individual action plans

  • Mentor agreements

  • Recap over individual hopes and expectations of the course

  • Final analysis