Method of Debt Collection. English version

That’s why all means of conviction should be related to the current situation or problem, but shouldn’t touch the interlocutor’s personality.

Permissible characteristics of speech

Volume. A speech of an employee must be clearly heard by the client, it must not deafen, but it must not be too quiet. Also an employee speech shouldn’t be monotonic, unemotional, boring. During the call the volume of the voice can be changed in accordance with the technical features of each individual telephone contact and with the peculiarities of the methods of emotional influence on the interlocutor. Volume and emotions of an employee speech must not get to scream. Irritability is embedded in scream, negative emotions in relation to the opponent, his actions or statements – this statement will be the measure of separating the loud, emotional conversation from screaming.

Speed (rhythm) of the speech. Speed of speech must conform to the speed of perception of a particular interlocutor. It is better avoiding fast tongue twisters. Slow, weighted speech is usually perceived more impressively. Breaks in speech must be used to highlight the most important moments of the conversation.

Intonation. A speech of employee must be filled with the intonations that separate the main thing in the conversation from the secondary, help to focus the interlocutor to certain arguments and reasons. Voice of employee may be strict, demanding, considerate, thoughtful, surprised, incredulous, enthusiastic, encouraging, chagrined, supporting, and other, according the situation. Do not use only those inflections that insult the identity of the interlocutor: sneering, gloating, accusing, etc…

Logicality, clarity, coherence. The employee should pronounce well thought precise short sentences (averaging 7—12 words), understandable for interlocutor. It is unacceptable to use confusing, incoherent speech or using of too long, recondite reasoning. Used bank (and other) terms must be understandable for interlocutor or be accompanied by explanations, synonyms.

All characteristics of the speech of the employee should be selected based on the individual situation of each communication with a particular interlocutor. Also the employee must take into consideration client’s wishes about their interaction style and adjust your speech to achieve the main goal – to persuade the interlocutor to fulfill the requirements of the Bank.

Psychophysiological characteristics of perception:

News, received first, is more trusted than all subsequent.

The first 7—20 seconds of conversation a person doesn’t go into the meaning of your speech, he decides whether to continue to contact or not.

By the first contact people trust 55% nonverbal signs (appearance, posture, gestures, facial expressions), 38% – paralinguistic (intonation, rhythm, tone and accents of speech), and only 7% – the content of your speech.

The phrase, uttered without waiting more than 5—6 seconds, stops being identified.

Slightly enlarged pupils show interest in the interlocutor or the transmitted information.

Memory works between 8—12 a.m., and after 9 p.m. best of all, worst of all – just after lunch.

Elderly people think better in the morning, younger – at night.

By 7 p.m. the neuropsychological condition of people is relatively unstable, which can manifest in excessive irritability.

Interrupted by one reason or another, actions are remembered in two times better than complete.

If you want your partner to be able to perceive transmitted information, it’s necessary to repeat him main thoughts and positions constantly.

Men are usually more concerned in personal status about the opinion of the others and regard any communication as an opportunity to exchange information, but not emotions.

Women are generally oriented to the internal content of the conversation (thoughts, intentions, feelings and attitudes), observing all kinds of hints in quite harmless replicas. They usually believe things that have been said more than actions.

The rules of conviction:

Respect your interlocutor. Refute in the strongest possible way, but without offending other’s beliefs by mocking, harsh words, “labeling”.

You should be able to define your position in the dialogue clearly. Conversation becomes more productive if the participants of discussion have common starting points and understanding.

Be consecutive: when the participants debate and at the same time talk about the first thesis, go to the second, third, etc., that isn’t good, because they can’t solve any problem.

You should learn to operate with concepts. It is important: the polemicists must invest in used words (terms) the same content. Otherwise, it could lead to lack of understanding, ambiguity and disputes, where an agreement has been already presented in fact.

You must listen to your opponent; you shouldn’t try to interrupt him. It is necessary for correct understanding of his position and demonstrates your respect for his or her choice.

Don’t get excited, try to talk calmly. Among the two opponents, who are equal to each other in all respects, the winner of the conversation is the one who has more restraint and composure, because his mind works quietly.

Make sure that there aren’t any conflicts in your arguments.

Observe speech culture.

Learn to identify dishonest techniques (tricks and manipulation) and don’t fall for them.

Do not be afraid of criticism. Critique often helps you to see the weakness from which it is necessary to get rid of.

If you realize that you’ve done something wrong, don’t persevere, saving “honor of the uniform”. Timely apology for the mistake can transform some big mistake in a little misunderstanding.

Illegal forms of communication

Respect yourself if you want to be respected.

B. Grassian

In conversations with clients and related persons employees are prohibited to use any forms of speech and phrases that contain disrespect to someone identity, especially: obscene language (swear words), insulting words (rude, obscene), boorishness, mocking (accusation), and threats.

Insult— humiliation of honor and dignity of another person, expressed in indecent form (punishable under article 130 of the Criminal Code (Repealed). When you insult somebody you do not reveal any defaming facts about a victim, you give a negative assessment of his personality in a rude manner.

We can distinguish 8 types of invective (insulting) vocabulary:

Words and combination of words, that from the start, which denote an antisocial, socially condemned activity: a gangster, a crook, a fraudster, a marginal.

Words with negative connotation, meaning the main component of their use: a double-dealer, a racist, an enemy of the people, a fascist, a Nazi.

Euphemisms (softening) for the words of the previous section, including their estimative (extremely negative) character: a lady of easy virtue, an intergirl, a streetwalker.

Names of professions that are used in a figurative sense: a hangman, a butcher.

Semantic metaphors that refer to the names of animals: a dog male, a mare, a pig, a dog, a goat, etc.

Verbs with “condemning” semantics or direct negative assessment: to steal, to snatch.

Words that contain negative meaning (very expressive) of assessment of someone’s personality: a reptile.

Occasional (specially created) punning formation of directed on humiliation or insult to the recipient.

Boorishness – a type of human behavior which is characterized as a sharp, rude and non-cooperative way of communicating; rudeness, insolence, cheekiness, which are put together and coupled with impunity. At the same time we must understand whether you’ve been rude or not will be decided by your boss, because concept of “rudeness” isn’t under legal regulations.

Threat – an intention pronounced in any form, causing any physical, material or any harm to public or private interest. The most dangerous threats, such as murders, grievous bodily harm or destruction of property, constitute specific offenses and are punishable under criminal procedure.

All information about the consequences of client’s actions, any analysis of options to solve his problem the staff must not inform the client in an abusive form, tone, and also the form of threats. During every conversation with the client an employee should emphasize his respect to the identity of the interlocutor on their part and on the part of the Bank.