2011 Conference Session

Unlocking the Hidden Power of Your Negotiating Style

Negotiating is a skill that all collectors use. One of the challenges, though, is that not everyone negotiates in the same way. Each collector has a personal negotiating style that influences how he or she approaches and engages the collection process, and ultimately, the outcome of the call. By being aware of personal negotiating style, collectors will be in a better position to acquire good negotiating skills and produce better results.

This two-part class is designed to help collectors gain a greater understanding of the five negotiating styles and how those styles affect the collection process. Understanding the five styles will help collectors determine whether changes in their style could increase their negotiating effectiveness, and ultimately, their collection success.

LEARNING OBJECTIVES:

• Understand 5 styles of negotiating and the impact those styles have on the collection process
• Identify personal negotiating strengths and weaknesses
• Learn why a win-win approach to negotiations is most effective
• Become familiar with critical negotiation pitfalls

Speaker: Gary Jensen

Gary Jensen is the founder and chief learning officer of Skills World, and editor of collector mentor. He has 12 years of credit and collection industry experience and specializes in organizational leadership and development.

Previously, Gary has worked for companies ranging from “mom and pop” to Fortune 100. His collection experience includes time spent in both first and third party environments collecting credit cards, utilities, medical accounts, student loans, and mortgages. He is a former ACA Certified Instructor and National Director, and also served on ACA’s esteemed Education Council and Creditors International committee.

Gary’s articles and advice have been featured in Collector Magazine, Collection Advisor, Southwest Collector Connector, insideARM.com, Consumer Trends, Management Trends, Collect! Magazine, and see} Magazine. He has appeared as a guest speaker at ACA’s Annual Convention, ACA’s Fall Forum, Credit and Collection Business Academy, ACA of Texas Annual Conference, and NCHELP’s Debt Management Conference.