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Refresher training for existing staff


I have been asked to design a series of modules to use in refresher training of existing staff. The company is a debt recovery agency and so far ideas are: Listening skills, questioning techniques, dealing with irate people, letter writing, negotiation, assertiveness. Does anyone have any further ideas or have experience in this area that they would be happy to share with me?

katy seigel

8 Responses

  1. Refresher training
    I am sorry to disappoint you but I don’t think you will get many suggestions as to what you might cover.
    The only proper way to tackle this is with a needs analysis. This will give you a more valuable insight into what is required, which may prove to be very different to what other people do in other oganisations.
    But whatever you do, please, please don’t just go with a wish list. It gives T&D such a bad name.

  2. Refresher training or TNA
    Katy, I agree a training needs analysis is the best way forward.

    I prsume that you have some sort of sompetency or skills framework for these roles – this would be a good starting point.
    Do you have CPD or learning logs within your organisation as this in association with personal development discussions with their line manager is a powerful process.

    You are right to look at continued updating & training – just find a vehicle that will add value to your organisation.


  3. look at something on POSITIVE MENTAL is good to deli
    sometimes we forget that there are some topics that will also help the core areas we need to cover.DEVELOPING A POSITIVE MENTAL ATTITUDE is one.

  4. Happy to help
    Hi Katy,

    I have training material on questioning, negotiations,etc I would be happy to send you details, please contact me at – [email protected] or call me on 0121-568-1704
    Also have you looked at trainers library they have fantastic training material

  5. Why why why?!
    Hi Katy

    Why is refresher training needed? Is it a nice to have or is there cause to have these refresher sessions? You really need to question whether its needed or whether someone high up thinks it would be fun to do some training, you could end up saving yourself a lot of time, resource and heartache!



  6. Refresher training
    A full tna will identify needs however you may wish to consider running a module on understanding behaviour. We use Transactional Analysis which will enable your people to understand their own preferred way of communication and how they can adapt their style.It works well with this type of development.

  7. Motivation skills
    I spent 18 years in the debt counseling industry with an agency belonging the the National Foundation for Credit Counseling. From my experience as a counselor and as director of an agency, I found that one skill that helps counselors in changing unhealthy money behavior is the ability to motivate clients to do what it takes to become competent and confident money managers….and to continue that behavior. In addition to the other suggestions, I would suggest adding this to your list of training objectives.

    Having spent so many years in this type of work, I firmly believe that all the the suggestions for training are important…including refreshers on these skills.

    Good luck, Katy!

  8. A suggestion in relation to cultural diversity
    I have no experience in this field but I wonder if cultural competence and diversity is relevant to your staff? Also, have the debt recovery staff been asked for their perceived training needs?

    You could also consider allocating some time for the trainees to share their experiences of success, and to produce scenarios of problem cases that could be used in a group problem-solving activity.

    It sounds like stressful work to me, therefore is managing own stress relevant?


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