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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. It 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 TalentRecruit to ensure that participants derive maximum value.


Bank loan defaults have, for the first time, crossed the half 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.

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 (Tax inclusive)


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