From Collector: What’s Your EQ?

Don’t let your emotions get the best of you during a call.

10/9/2018 8:00 AM

NewsCollector Magazine
From Collector: What’s Your EQ?

Debt is not just about money. For many consumers, debt is often accompanied by a cocktail of strong emotions, including embarrassment, frustration, anger and confusion.

Understanding your own feelings and how you can control them can help you have more productive conversations when consumers are agitated or stressed.

This ability to recognize and manage your emotions is called emotional intelligence.

People with high emotional intelligence are often better able to reason with others and handle challenging interactions. Collector magazine editor Anne Rosso May provides three ways you can use emotional intelligence principles in your collection work in the October issue.

Show Empathy

When a consumer explains the origin of his debt—he lost his job or a loved one was sick —express empathy for his situation before you resume discussing the debt. That doesn’t mean feeling pity for the person, but rather reserving judgment on his choices or circumstances and responding compassionately. Phrases like “That sounds so hard” or “I’m so sorry for your loss” can help strengthen your connection with the consumer.

Use Active Listening

Good listening skills can help you stay engaged in the conversation so you can resolve emotional situations and help consumers figure out how to pay their debts. Don’t just listen for keywords—pay attention to everything the consumer is saying.

Embrace Conflict Management

Tuning in to consumers’ emotions can help you interpret what they mean so your reaction can be helpful and persuasive. Conflict management is about teamwork, so make sure you and the consumer are on the same page.

Read more examples and tips for using emotional intelligence principles in Rosso May’s report in Collector magazine.

Subscriptions to the Collector magazine digital edition and email notifications for each new issue are available for ACA International members by logging in to ACA International’s website here. Members and nonmembers can also purchase a print subscription. Nonmembers can create a guest profile on ACA’s website to subscribe to available publications.

Follow ACA International on Twitter @ACAIntl and @acacollector, Facebook and request to join our LinkedIn group for news and event updates. ACA International members are welcome to submit news items for possible publication to comm@acainternational.org. Visit our publications page for news submission guidelines and subscriptions to ACA Daily, Collector magazine and Pulse. Advertising is available for companies wishing to promote their products or services. Be sure to visit the ACA Events Calendar on the Education and Training website to view our listing of upcoming CORE Curriculum and Hot Topic seminars featuring critical educational opportunities for your company.

Subscribe to ACA Daily NEWSROOM

Loading...

Loading...


.