Advanced Business Communications and Personal Skills

The unit develops the advanced business communications and personal skills required for advanced credit controller, debt collection specialist and enforcement work.

Syllabus topics

1. Development of customer relationships (22%)

Meaning of excellent customer service
Internal and external stakeholders.

2. Range of communication and negotiation skills (22%)

Effective negotiation with customers/colleagues at all levels
Sensitive negotiations
Effective communication skills using a range of media

3. Working relationships (14%)

Build and maintenance of good working relationships
Effective working with other business areas

4. Meeting commitments/targets and improvement to working practices (21%)

Organisation of work
Improvement to working practices
Ownership of specific changes through to implementation

5. Reflective practice (21%)

Evaluation of credit risk performance
Assessment of changes in approach and outcome
Action planning to improve performance