News & Tips
Training Bytes – Episode 74
If a representative is communicating with a consumer who rambles and keeps going off on tangents, what is the best way to bring the consumer back to the conversation and move the discussion forward? Larry Baker from RGS Financial and Mike Gibb discuss what to do if this happens. Source:...
Training Bytes – Episode 73
Without reasonable confidence, one cannot be successful. So, how does a representative develop confidence? Larry Baker from RGS Financial and Mike Gibb discuss how to help a collector be confident when communicating with consumers. Source: AccountsRecovery.net
Improving Retention with Continuous Learning Journeys
The world has witnessed unprecedented changes due to the pandemic. Businesses have been affected globally. Those previously operating in what was then the normal manner, now embrace a way of life defined by remote working, hybrid work, and more. Learning and development (L&D) professionals...
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...