This one day course looks at the techniques needed to deal with a wide range of emotions displayed by individuals in financial difficulty. It covers the regulations you should apply as an advisor.
This training will give you the knowledge and skills to
- explain strategies to deal with angry, abusive and suicidal calls
- demonstrate the strategies used for building rapport and empathy
- identify effective questioning techniques
- describe the role of negotiation in money and debt advice
- identify techniques for dealing with customer complaints
- List the data protection guidelines when delivering money and debt advice, and
- describe how to apply the Proceeds of Crime Act when delivering money and debt advice.
You will receive
- comprehensive course material
- a highly interactive training session, and
- training from qualified trainers with a debt counselling background.