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CICM Training - Credit Management and Collections Training

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Advanced collections in a social care setting

With emphasis on practical application of theory in an adult social care sector setting, this highly engaging, active two-part training session develops your collections skills. You will learn how to use advanced collections and communication techniques in a productive yet sensitive way, to aid both the vulnerable customer and your organisation. You will build confidence and results by practising these new skills in a safe and positive environment.


What will you gain?

· Tools to identify and support vulnerability

· Stronger communication skills to help with your more challenging collections cases

· Increased cash collection results

· Improved customer relationships

· Greater confidence in collecting difficult debt


Who is it for?

This training is suitable for anyone in a collections role and is particularly useful to those working with customers in vulnerable circumstances


What will it cover?

Building on existing techniques, attendees will learn and apply advanced skills in the following topics:

Part one:

1. Know your customer – KYC in a social care setting

2. Vulnerability – Identification and support of vulnerability

3. Removing barriers to communication – Recognising and reducing noise


Part two:

4. Collections Practice I – Powering up a range of techniques in different situations

5. Preparing for difficult calls – Focus, compromise and feedback

6. Collections Practice II – Putting new techniques into practice using case study scenarios


This training session is aligned to the following CICM Professional Standards:

BS 3 Know your customer/client

BS 4 Financial and data interpretation

PS 1 Communication and relationship-building

PS 2 Problem-solving and decision-making

PS 3 Support and influencing

B1 Inquiring; B3 Resolute; B4 Resilient; B5 Ethical