Bank loan defaults have, for the first time, crossed the half a trillion-shilling mark. According to the Central Bank of Kenya (CBK), default loans rose by KES 30.6 billion in June 2022 to KES 514.4 billion the sharpest monthly increase. The mounting defaults are a reflection of the struggles of workers and businesses in an economy that is yet to fully recover from the COVID-19 pandemic. The skills applied by staff charged with following up on defaulting borrowers are a key factor in determining success in debt collection.

This training will equip staff with effective communication, negotiation, and mediation skills. It will also include a fundamental introduction to dispute prevention, management, and resolution. The general focus is to improve on processes already established within the financial institution and introduce new elements and tactics for greater effectiveness.

Who should attend?

This two-day workshop is intended for management and officers of the Credit, Legal, Debt Collection, and Customer Service departments.

Workshop Objectives

The two-day workshop will assist the participant in;

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) Developing a negotiation strategy and managing conflict

5) Exploring conflict resolution from the perspective of the mediator

6) Resolving conflicts from a point of neutrality

7) Identifying hidden interests in a dispute

Workshop Outcomes

By the end of the workshop, the participants will;

1) Apply more effective communication in debt collection

2) Respond better to conflict situations

3) Exercise broader approaches to negotiating debts

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

About Tatua Center

Tatua Center is an Alternative Dispute Resolution (ADR) Center established in November 2014 to resolve all CRB-related disputes between consumers, lenders, and CRBs. Until 2020, the Center operated as a department within CIS Kenya and its services were only available to members and their customers at no cost. Tatua executed this mandate with significant success resolving an average of 200 disputes per year, some having been filed in court. Given its extensive experience and persistent demand from the industry, the Center was registered as an independent legal entity in 2021 and expanded the scope of its services to include the resolution of all credit-related disputes and training that is based on real and practical issues that it has observed over time. These experiences will be shared in this training, in the form of real case studies. This training is offered in partnership with CIS Kenya and Collectr to ensure that participants derive maximum value.


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