| Our Address: |
| EMEA Credit Forum |
| P & A Receivable Services |
| 41 Scotland Street |
| Sheffield |
| S3 7BS |
| Tel: +44 (0)114 278 8868 | | Fax: +44 (0)114 278 8824 |
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Training |
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Our consulting activities and close working relationship with clients often reveal a training need that will improve performance in business credit departments.
Our Attitude Training Programme has been developed by senior EMEA credit professionals and has been successfully delivered to major organisations across EMEA.
Its purpose is to address the professions' expressed need for an operational programme and is built around real case scenarios. Whilst comprehensive the programme is designed to be flexible so as to meet individual company needs.
We believe in highly interactive learning and that the programme is relevant and continually refreshed.
For more information, please speak to Bill Dunlop, Training Consultant, on 0114 278 8868 or scroll below for details of courses offered.
Collections 1 - Telephonic techniques
The Course:
One day duration
One trainer
Highly interactive
Includes lecture, work-shop and role-play
Suitable for new and inexperienced credit and collection staff
Enables more confident, professional and productive telephone handling
The Content:
Customer service on the telephone
Projecting a professional image
Setting the style
Verbal skills to project a professional image
Handling difficult calls
Using assertive behaviour
Structuring a call
Negotiating agreements through effective questioning and listening skills; & applying commercial judgement
Collections 2 - Collections techniques
The Course:
One day duration
One trainer
Highly interactive;
Includes, lecture, work-shop, video and role-play
Suitable for all credit and collection staff
Covers the logistics and psychology of collection
Empowers individuals to enhance cash collection improvements
Content:
Objectives & purpose of business
Purpose of receivables management
Reasons for non payment
Handling reasons for non-payment
Appropriate collection tools
Effective calls
Controlling confrontation
Methodologies of collection
Process escalation
Collections 3 - Advanced collections
The Course:
Two day duration
Two trainers
Highly interactive;
Includes, lecture, workshop and extensive role-play
Suitable for experienced and senior credit and collection staff
Enables more effective recovery of potential bad debts
Handling accounts in serious difficulty
Content:
What's the problem (role plays to encourage analytical questioning)
Crisis planning
Real life scenarios (review and detailed analysis of four real life accounts in crisis and how they were handled)
Negotiation
Argument control
Handling conflict
Personal positioning
What's the solution (intensive role play, post learning, to demonstrate skills acquired
Risk 1 - Finance for non-finance professionals
The Course:
One day duration
One trainer
Highly interactive;
Includes, lecture, workshop, video and presentation
Suitable for all non specialist finance staff
Takes the "mystique" out of business finance
Understanding finance in everyday language
Content:
Purpose of business
Sources of information
3 Key financial documents
The profit & loss account
The balance sheet
Balance sheet construction exercise
Cash flow forecast
Key ratio analysis and meaning
Other financial instruments and terms
Risk 2 - Risk analysis
The Course:
Three day duration
One trainer
Highly Interactive;
Includes, lecture, work-shop and hands-on analysis
Suitable for established credit and collection staff
Provides candidates with an ability to recommend or place credit lines
Reviews P&L, balance sheet analysis, key ratio calculation & meaning, internal/trend analysis & application of findings
Content:
Criticality of granting credit
P&L and its' construction
Balance sheet and its' construction
Other aspects of financial reports
Key ratios analysis/interpretation
Internal analysis
Trend analysis
Work-shops with "real live" accounts
Alternatives to credit lines
Risk 3 - Business management workshop
The Course:
Three and a half day duration
Two trainers
Highly interactive;
Includes lecture, workshop, business simulation and presentation
Suitable for experienced senior credit analyst staff
Enables greater business understanding, awareness and a professional approach
Content:
Understanding business;
marketing, sales, production, finance
Team selection
Planning
Business game - The Marketing Round;
Create year one trading position;
Produce and present strategic reports;
Analyse 5 to 7 years of simulated trading
Credit Management 1 - Receivables philosophy
The Course:
One day duration
One trainer
Highly interactive;
Includes, lecture, work-shop and Role-Play
Suitable for all credit and collection staff
Provides an initial foundation and basic understanding of the credit role, its purpose and functionality
Content:
Credit policy
Operational procedures
Documentation
Understanding the customer;
internal & external
Meaningful reporting
Credit measurements
Forecasting
Getting the right systems support
Credit Management 2 - Management skills
The Course:
Becoming more effective as a Manager
Two Day Duration
Two Trainers
Highly Interactive
Includes Lecture and Workshop Modules
Suitable for Supervisors, Managers & those aspiring to these Positions
Provides and Basic Understanding of Essential Management Skills
Content:
Planning & Organisation
Reporting and Report Writing
Forecasting
Time Management
Effective Structures
Effective Systems
Goal Setting
Process Management
Motivating a Team
Credit Management 3 - Advanced management skills
The Course:
Developing Management Skills to an Advanced Level
Three Day Duration
Two Trainers
Highly Interactive
Includes Lecture and Workshop Modules
Suitable for Managers & those aspiring to be Managers
Provides an Opportunity to enhance Key Skills in Challenging Environments
Content:
May vary according to Customer Requirements
Strategic Planning
Understanding Your Market Place
Budgeting and Control
Selection & Hiring
Building a Team
Coaching & Mentoring
Leadership
Communication
People Skills 1 - 'Understanding me and my potential'
The Course:
Understanding Me and My Potential
One Day Duration
Two Trainers
Highly Interactive
Includes Lecture, Workshop and Reviews
Suitable for all Credit and Collection Staff
Gives an Opportunity to Give and Receive Feedback on How Effective You Are
Content:
Aims & Objectives
Graphic Introductions
Inclusive Communication
Value of Effective feedback
Construction of Personal Feedback Grids
Effective Listening
Communication Blocks
Creative Reviews
People Skills 2 - 'Becoming more effective as an individual'
The Course:
Becoming More Effective as an Individual
Two Day Duration
Two Trainers
Highly Interactive
Includes Lecture, Workshop and Reviews
Suitable for all Credit and Collection Staff
Understanding Your Strengths and Weakness' and those of Others
Content:
Aims & Objectives
Graphic Updates
Inclusive Communication
Communication and Teamwork Exercises
Survival Exercise
Exercise Reviews
One to One Communication and Feedback
Creative Reviews
People Skills 3 - 'Becoming more effective as a team'
The Course:
Becoming More Effective as a Team
Three Day Duration
Two Trainers
Highly Interactive
Includes Lecture, Workshop and Reviews
Suitable for all Credit and Collection Staff
Understanding Team Dynamics, Roles and Construction
Content:
Aims & Objectives
Graphic Updates
Inclusive Communication
Team Roles
Team Dynamics
Team Strategy Exercise
Outdoor Team Exercise
Leadership and Influences
Personal Future Planning
Support & Challenge
Creative Reviews
High Performance Workgroups - 'Becoming a Best in Class Organisation'
The Course:
Two day duration plus one day follow-up
One trainer
Totally Interactive
Suitable for all credit and collection groups
Creates a credible structure for teams
to operate within a highly defined operational map
Reviews and analyses procedures and working document production
Assists groups to understand and buy in to corporate vision
Content:
Purpose statement
Mission statement
Listing of charters
Listing of stakeholders
Short & medium term objectives
Creation of fit model;
people, systems, structure,
rewards & awards, analysis of work
Quality of working life
Organisational Development Workshops - 'Managing Skills'
As organisations grow they need to change and which can be painful and unproductive if it is not properly structured and managed.
Organisational Development Workshops provide a tested platform and methodology which fully engages the management and staff in the execution of the change and ensures the methodology becomes part of the future running of the enterprise
Credit Policy Development Workshops - 'Dangers of writing a credit policy in isolation'
Course content:
Organisations often make the mistake of writing a credit policy in isolation or having one written for them.
In these workshops we encourage the participants to understand the enterprise wide Philosophy of Credit and Collection (simply how it feels about its' customers and how it wants them to be treated) then applies that Philosophy in the writing of the Policy.
Thus the Policy becomes the execution of Philosophy and is embraced across the enterprise because of the inclusive nature of it's development.
Operational Reviews - 'Efficiency of Operational Reviews'
Course content:
These reviews are two parts, firstly looking at the efficiency of the operational credit group and secondly at the O.T.C. (Order to Cash) elements that result in poor A/R management.
They can also be tailored to focus on any particular element of the order cycle as required.
Effective Engagement Workshops - 'Best in Class engagement'
Course content:
When different organisations are contracted to work together, for example in a B.P.O environment the strength of the contract and the technical skills of both parties will be key to success.
However, it is equally key that the people involved have effective engagement with each other. This workshop is a platform for exploring the differences and working towards "Best in Class Engagement"
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