Assertive Communication for Debt Collection

07/07/2015 08:30 to 07/07/2015 16:30

Cape Town Chamber of Commerce
Cape Town, South Africa

Ticket Type Sales End Price Quantity
2250.00 2250.0 ZAR

This course is aligned to Unit Standard 11606

The following course has been designed specifically for delegates who are required to collect outstanding debt telephonically. 

The underlying fundamental skill facilitated through the material is assertive communication and this is aligned to two unit standards:address defaulting customers and control bad debt(NQF level 4) and apply outbound call centre operations(NQF level 3) 

The workshop covers the following:

The process and back ground of communication

Barriers to communication – their telephonic impact

  • Status
  • Intercultural and inter gender communication

Voice and voice production

  • Tone, pitch, pace
  • Listening Skills
  • Body language - the importance of body language over the phone 

Assertive expression

  • Assertive goals
  • "I" messages

Telephone Techniques For:

  • Problem calls/anger management 
  • Passive & passive/resistance
  • Avoiders 
  • Gatekeepers
  • Responding to criticism 
  • Acknowledgment 
  • Clouding 
  • Getting the commitment
  • Stress Facts 


Cape Town Chamber of Commerce
Louis Gardner Street
    Cape Town WC 8000
    South Africa


From 07/07/2015 08:30 (
To 07/07/2015 16:30 (


021 685 0146

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