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Upskilling Sessions


Conferences and Meetings:

Telephone Debt Collection

  • Friday 31 January 2025
    Half Day Workshop

    As local authorities and other organisations continue to refine their recovery procedures, a key objective will be to make payment arrangements based on debtors' ability to pay whilst helping those facing cost of living challenges.  To achieve this, direct verbal contact with debtors will be critical. Staff will, therefore, need to be equipped with the necessary communication and negotiation skills. 

    Meaningful payment arrangements can only be made once the debtor’s financial circumstances are understood. This requires a structured approach to conversations, not only asking the right questions but doing so in the right order thus ensuring the necessary information is obtained, not just the details the debtor might want to provide. 

    This course will cover the interpersonal skills and behaviours required to maintain control of conversations and negotiate effectively including managing confrontation. 

    The course is relevant to managers involved in the development of collection strategies as well as all those who deal directly with debtors on the telephone or face to face. 

     

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    The course leader for the workshop is Allan Traynor. Allan is a past national President of the IRRV and has extensive experience of revenues administration and collection in local government. Allan has delivered many collections and recovery related courses.

    The course will be delivered through Teams. 

     

  • BOOK NOW !

    Please book online using the Book Now Icon above (right hand corner of screen)

    Enquiries can be made by email to conference@irrv.org.uk or by telephone 020 7691 8987.

    Please note in order for your booking to be processed you must have a purchase order number.

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    £95 plus VAT IRRV Personal Member Rate (valid for Individual Members only)
    £125 plus VAT Forum/Organisational Rate
    £155 plus VAT Non- Member Rate

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    This offer is available to organisations sending 3 or more delegates and attending from the same organisation. Bookings must be made at the same time. It will be applied to the cheapest rate. At least one of the delegates must be a member of the Institute in order to receive this discount or alternatively, the organisation must subscribe to either the Forum Service or Organisational Membership Service.

    • For details on how to become a member click here.
    • To subscribe to the Forum Service, please click here.
    • For Organisational membership please click here.
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    The Institute will make every effort to give delegates as much notice as possible of any programme changes or the cancellation / re-scheduling of an event. However, it does reserve the right to make changes to advertised programmes and to cancel / re-schedule events. In the unlikely event of an event being cancelled / re-scheduled, either a full refund will be made or alternatively, any fee paid will be credited against a future booking. The Institute will not be liable for any travel and / or accommodation costs incurred by the attendee should an event be cancelled / re-scheduled.

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    VAT will be applied at the current rate. Cancellations two weeks before course date will be charged at 50%. Cancellations after this date will be charged at 100%. A substitute attendee is allowed at any time at no extra cost.

    For more information please call 020 7691 8974/8987 or email conference@irrv.org.uk