Date: November 30 - December 1, 2011
Time: 09: 00am EST -- What time is this for me?
Negotiating payment can be an everyday occurrence in today’s tough business environment. Negotiations happen all the time, in social interactions and in business, with both customers and colleagues in the workplace. But are you or your team equipped with the skills needed to successfully achieve the ‘win-win’ outcomes for the business and your customers?
Webinar at a glance:
The course will specifically focus on applying different approaches to situations requiring credit staff to influence and negotiate with their business partners and customers. Find out how to negotiate and influence payment, face-to-face, by telephone and email for simple and complex situations.
Topics to be covered:
Day 1 – Principles of Negotiation
- Insight into the top skills of practised negotiators
- Your style and how to adapt to each situation
- Understand the importance of setting objectives and preparation
- Identify the stages of payment negotiation
- Recognise the difference between influencing and negotiation
- What is negotiable in the payment deal? - successful use of options and concessions
- Identify when to close the payment arrangement
Day 2 – Dealing with Difficult Negotiations
- Understand how to minimize negotiation conflicts both internally and externally
- Negotiate face-to-face, on the phone, and through e-mail
- What’s in it for the customer and why should they pay you?
- Using influencing techniques to become a more persuasive negotiator
- Being flexible without giving away too much
- Getting commitment from the customer to keep to their side of the bargain
- Working towards the best outcome and meeting business objectives
Pamela J Thomas PGCE, MITOL, MICM, NLP pr
Pamela J Thomas has extensive training and management experience gained through a variety of roles in banking and corporate finance sectors. She holds a post graduate degree in education and training, (PGCE) is a member of the Institute of Training and Occupational Learning (ITOL), the Institute of Credit Management (ICM) and is a NLP Practitioner.
Pam has worked as a Credit Manager for a number of Global Companies in the UK and has also undertaken consultancy work to design and implement educational programmes, including a BA Hons degree in credit management. She lectures in Credit Management for Thames Valley University.
Pam’s areas of specialisation include delivering credit management and finance orientated programmes, interpersonal and communication skills. She has a good understanding of international business processes and cultural diversity within the marketplace with the ability to respond to the pressures and issues facing teams and management.
In addition to working as an independent trainer Pam has worked as an associate trainer for Dun & Bradstreet, The Institute of Credit Management, The Chartered Institute of Management Accountants, Credit Services Association and Hemsley Fraser Group, London.
TRAINING EXPERIENCE AND SECTORS
- Banking, Finance & Insurance
- Oil & Chemical
- Professional Services
- Telecoms (Billing Teams)
- Local Government Finance Departments
TRAINING PROGRAMMES (examples)
Effective Telephone Collection skills
Credit Policy implementation
Introduction to Credit Control
Psychology of collection
Negotiation and Influencing skills
Credit Management Strategy
Essential Management skills
(total for all sessions)
(total for all sessions)
Registration Fees Include:
- One telephone and web connection at one physical location
Cancellation and Refund Policy
Registration fees, less a $50 processing fee will be refunded for written cancellations received 7 days before the program start date. No refunds for cancellations within 7 days of the program start date. Substitutions are permitted.
Certificate of Attendance
Participants who attend both sessions will receive a Certificate of Attendance. For additional participants from the same company as the main registrant, please use this form.
*All additional participants must be received before the start of the webinar to receive the Certificate.
Instructions to join the Webinar will be sent to the main registrant's email address the day before.
Remember! please log-in at least 15 minutes prior to the webinar commencing to ensure ample time for technical assistance if needed.
Participants earn 6 Education and 6 Participation Points towards the International Certified Credit Executive (ICCE) certification/recertification.