News & Tips
Training Bytes – Episode 72
What should a representative say when a consumer says, “This debt isn’t going to show up on my credit report so I’m not going to pay it.” LaDonna Bohling and Mike Gibb discuss how to respond if this happens. Source: AccountsRecovery.net
The Forgetting Curve – What is it?
For many years, training professionals have faced the challenge of improving learners’ retention after they leave the classroom or through online training. The problem is often observed due to the phenomenon of learners forgetting information they have been exposed to during the training...
Training Bytes – Episode 71
It is not unusual for a representative to attempt to engage in conversation with a consumer who has become emotional. In a discussion with Mike Gibb, LaDonna Bohling shares her insights on how collectors should calm someone who is upset or angry. Source: AccountsRecovery.net
Help Employees Create Knowledge — Not Just Share It
Organizations today need to go beyond finding ways to more efficiently share existing knowledge. In a world that’s less predictable, they need to figure out how to create new knowledge. To do so, managers should understand five essential distinctions: explicit versus tacit knowledge; learning...
Training Bytes – Episode 70
When speaking with someone in person, only 7% of meaning is communicated by the spoken word. 38% comes from tone-of-voice and 55% through body language. When communicating on the phone, 70% of meaning comes from tone and 30% from the words used. In a conversation with Mike Gibb, LaDonna Bohling...
The Knowledge and Learning Transfer Problem
During a meeting at Cambridge University around 30 years ago I was thoroughly chastised by a Cambridge academic. I’d used the phrase “learning delivery” when describing computer-supported collaborative learning (CSCL) approaches. CSCL was one of the hot pedagogical approaches of the day – when...
Training Bytes – Episode 69
One form of dispute that representatives encounter is when consumers tell them the account isn't theirs. LaDonna Bohling and Mike Gibb discuss how collectors should respond when a consumer says, "This debt isn't mine." Source: AccountsRecovery.net
The Influence of Employee Training Programs on Retention and Recruitment
Investing in employee training creates a culture of learning, leading to a happy, loyal team and organizational success. This article discusses how training programs impact employee retention and recruitment. Enhancing Retention and Recruitment Through Training In today’s fast-paced business...
Training Bytes – Episode 68
Sometimes a consumer wants to use a method other than the phone to communicate about their account. Mara Morgan from Account Recovery Specialist Inc. and Mike Gibb discuss how to handle situations where consumers ask if they can send an email or communicate via text message instead of having a...