Workshop overview

The Kenyan banking sector faces a pressing issue concerning Non-Performing Loans (NPLs), with recent data from the Monetary Policy Committee (MPC) indicating an increase of NPLs to 15% as of August 2023. This trend can be attributed to various factors, including a slow economic growth rate and persistent high inflationary pressures. These challenges have created a significant burden on the assets of financial institutions, exacerbated by a decline in consumer purchasing power. The erosion of consumer purchasing power results from both the enduring effects of the pandemic and the implementation of new fiscal measures in accordance with the Finance Act 2023. By integrating negotiation and mediation techniques for collections, credit providers will engage customers in a holistic approach to addressing NPLs while preserving customer relationships and minimizing legal disputes. These skills will enable them to navigate the challenges posed by the NPL crisis in the Kenyan credit market.

Who should attend?

This two-day workshop is intended for management and officers of the Credit, Legal, Debt Collection, Credit Administration, Remedial, and Customer Service departments. These skills are also extremely necessary in the value chain and supply departments.

Workshop Objectives

The two-day workshop will assist participants in the following;

1) Improving essential communication skills and decision-making abilities

2) Identifying barriers to effective communication and how to overcome them

3) Learning the fundamentals of conflict resolution and negotiation, including interest-based, mutual gains negotiation

4) Identifying positive gestures in negotiations and hearing the unspoken

5) Developing a negotiation strategy and managing conflict

6) Exploring conflict resolution from the perspective of the mediator

7) Resolving conflicts from a point of neutrality

8) Identifying hidden interests in a dispute

Workshop Outcomes

By the end of the workshop, participants will;

1) Apply more effective communication in debt collection

2) Respond better to conflict situations

3) Exercise broader approaches to negotiations

4) Apply steps that are critical to successful mediation and conflict resolution

Training Cost

Training cost and materials KES 30,000 PP for 2 days (VAT exclusive)