Telephone Debt Collection

A Virtual In-House Workshop           


To provide an understanding of the key features and skills required to achieve successful payment negotiation with debtors using the telephone.

Who should attend
All staff involved in the negotiation of payment arrangements with debtors including managers responsible for revenue collection.

Course Content
Module 1: Telephone call structure and etiquette
Power of the telephone, communication skills, call structure for both inbound and outbound calls
Module 2: Negotiation skills and behaviours
Features of assertive, aggressive and submissive behaviours, debt negotiation strategies
Module 3: Obtaining information
Questioning techniques, establishing debtor ability to pay
Module 4: Controlling calls and managing confrontation
Techniques to maintain control, dealing with difficult debtor behaviour

 Learning Outcomes

  • Personal development of communication, negotiation and listening skills
  • How to maximise debtor contact using the telephone
  • How to manage different debtor behaviours                         

Allan Traynor IRRV (Hons), Consultant
Allan Traynor retired from local government in October 2008 after 39 years of service and now provides training and consultancy for public sector organisations.

Fee: £1500 plus VAT
The half day workshop is delivered virtually from 9.30am – 1.00pm. 
The course is limited to 16 people to ensure a thorough understanding and increased knowledge of each topic.

For further information, please contact the IRRV Conference Team on or 0207 691 8974.


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. 

VAT will be applied at the current rate. Cancellations will be charged at 100%. A substitute attendee is allowed at any time at no extra cost.