Collection Conversations: Turning Difficult Discussions into Positive Outcomes
Effective collection conversations are about more than just requesting payment - they are opportunities to strengthen relationships, uncover issues, and drive successful resolutions. This session will explore practical communication strategies that help credit professionals navigate challenging discussions with confidence and professionalism.
Participants will learn how to prepare for collection calls, ask the right questions, handle objections, negotiate payment arrangements, and de-escalate tense situations while maintaining customer goodwill. Through real-world examples and proven techniques, attendees will gain tools to improve collection results, reduce disputes, and foster productive customer relationships.
Date & Time
10/21/2026
Start Time: 8:30 AM PT
End Time: 9:30 AM PT
Location
Webinar
Sponsor
NACM Commercial Services
Instructor:
D’Ann Johnson, CCE
D’Ann Johnson, CCE, Corporate Credit & Contracts Manager with A-Core Concrete Cutting
A seasoned credit professional and CCE-designated leader, D’Ann brings practical, real-world experience to every topic she teaches. She’s passionate about helping credit teams strengthen their processes, protect their companies, and feel more confident in the decisions they make every day.
Course Level
I - Intermediate
Credits
CEU:
0.100
CCE:
0.100
Audience
Admissions
Members:
$49.00
Non-Members:
$79.00
*Price is for admission only. Some events, especially college credit classes, have additional costs associated with materials, such as text books. See the event comments above for more details. Membership discount eligibility is at the discretion of the event sponsor.
Cancellations will be accepted for full refund no later than five working days prior to event — substitute attendees accepted up to day of event.
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