Dani Brownlee, collections trainer for Trellis Company, has new ideas you can use to improve your company’s employee training sessions.
7/29/2019 11:30
Training sessions on prevalent topics in the accounts receivable management industry, such as the Fair Debt Collection Practices Act, can get repetitive—especially for experienced collectors.
At Trellis Company, FDCPA training is an annual event and it’s hard on a trainer when the audience isn’t engaged and learning something new every time, Dani Brownlee, collections trainer, told Collector magazine Managing Editor Anne Rosso May in a recent interview for the July issue.
To help re-engage employees, Brownlee created a board game based on the FDCPA with questions about the law and how it applies to collectors’ phone conversations with consumers.
Creating a game and encouraging a little friendly competition among employees while they’re learning increases engagement and presents the material in a new way.
To try this at your company, keep it simple. Brownlee said she focuses the game more on the FDCPA questions than the strategy to win. She groups players into teams and requires them to answer a question about the FDCPA before advancing their game piece.
Read more of Brownlee’s training ideas in this month’s Collector magazine.
Check ACA International’s online events calendar for upcoming CORE Curriculum and Hot Topic webinars to stay up-to-date on industry topics. ACA also recently released the All Access Training Zone to give users full access to all of ACA’s webinars and webinar recordings.
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.