Course Outline
Introduction to Soft Skills in Collections
- Importance of soft skills in the collections environment
- Building trust and rapport with team members and clients
- Linking motivation with performance outcomes
Benefits and Incentives: Foundations
- Types of employee benefits in Mexico
- Designing fair and competitive incentive plans
- Equity and transparency in compensation
Mexican Labor Law and Compliance
- Overview of key labor laws affecting compensation and benefits
- Legal considerations for incentive structures
- Ensuring compliance and avoiding disputes
Effective Communication and Negotiation
- Assertive and empathetic communication techniques
- Handling difficult conversations with fairness and respect
- Negotiating incentives and benefits with transparency
Motivation and Engagement Strategies
- Understanding intrinsic vs extrinsic motivation
- Designing incentive programs that drive engagement
- Case studies on motivating collections teams
Strategic Planning for Collections Teams
- Aligning incentives with organizational goals
- Balancing performance, equity, and compliance
- Creating measurable and adaptable plans
Workshops and Practical Exercises
- Group activity: Designing a compliant incentive program
- Role-play: Handling staff concerns on compensation fairness
- Simulation: Evaluating impact of incentives on team performance
Summary and Next Steps
Requirements
- Basic understanding of team operations in collections
- Interest in employee motivation and compensation practices
- Familiarity with workplace dynamics
Audience
- Collections team members
- Supervisors and team leaders in collections
- HR and compensation specialists working with collections staff
Testimonials (3)
Provided and explained very clearly a lot of foundational concepts, which fit well with the team's level of learning. The exercises were very engaging and I believe my team were comfortable and participated very well. Coordinating with the trainer as well was very seamless.
Christlan Tolentino - Canadian Blood Services
Course - Critical Thinking
the exercises and the way the trainer was explaining
Sorana Haiduc - Ness
Course - Stress Management and Prevention
1. Methodology 2. Its structure and usability 3. Real, practical examples and excercises