Greetings, my name is Tony Pinelle, I am a Master Instructor/Senior Consultant for Verbal Defense and Influence.
On May 22, 2013, I had the pleasure of presenting at the Integrated Banking Systems Conference in Manchester, New Hampshire. The conference was attended by banking professionals from across the United States, most of them involved in collections of past due accounts. Not having much contact with “bill collectors” the focus of my presentation was on Overcoming Natural Adversarial Relationships (ONAR).
Like cops, correctional officers, and other enforcement personnel, banking professionals are faced with terrific challenges to get their jobs done. I learned that the banks aren’t in the business of owning cars or houses! They do not like to repossess and would rather work out acceptable terms of payment whenever possible. The attendees found the Five Universal Truths to be a very valuable and useful tool. They understood and many commented that empathy is important when dealing with their clients. They found that “Showtime – stacking their blocks” before the contact, even on the telephone, would be something they would practice in the future.
Finally, they learned that pre-planned, practiced responses and preparation is everything. Know your weaknesses and anticipate verbal resistance and abuse; use the greed principle – if a man or woman has something to gain or lose, you have something to use to generate voluntary compliance, cooperation, and collaboration.
What a great, friendly, audience! I hope to spend more time with them in the future.
Tony Pinelle, Master Instructor/Senior Consultant for Verbal Defense and Influence