Founder member of FECMA

Advancing the credit profession

Credit Control and Collections

Psychology of Telephone Collections


Gain an insight into psychology of collections. Develop skills to deal more effectively with customers. Learn about the latest communication techniques for influencing and achieving a result.

What will you gain?

  • A basic understanding of communications
  • Understanding the psychological games and how to deal with them
  • Useful advice on how to manage conversations with debtors

Who is it for?

Credit controllers and team leaders who are dealing with customers and need more advanced skills to overcome difficult and challenging non- payment situations

What will it cover?

  • Introduction to psychology – the basics of communication
  • Handling awkward people and situations
  • Stopping the psychological games that people play
  • Dealing with resistance
  • Handling non-payment excuses
  • How to influence payment

Training Options


Duration: One day

Delivery: At your offices

Timing: At your convenience

Tailored: Programme delivery can be tailored to meet your particular requirements

Recommended next courses:

Negotiating and Influencing Skills
People, process and performance management

“Developed understanding on how to approach different situations and improving skills to gain what I want. Excellent trainer, well presented.”

Interested to find out more:

T: +44 (0)1780 722907