TRACK 4: Communication Communication and Collections Targeted to all staff members of the collection department including collectors, administrative assistants, skiptracers, managers, and supervisors. A broad spectrum of communication techniques are highlighted to improve communication processes both internally and externally.  A hands-on seminar covering topics like: • What is communication • The communication process • Successful communication strategies • Barriers to effective communication • Conflict in communication • Four flaws in collecting • Attitude as the basis of successful communication • Motivation and communication • Effective listening • Non-verbal communication • Negotiation skills Improving Interpersonal Communication Skills A generalized approach to improving basic interpersonal communication skills for all members of the working community. Basic techniques are highlighted, theories of interaction reviewed, and many hands-on exercises provided in a "learn by doing” environment. Some of the topics covered are as follows: • What is communication • Levels of communication • Communication styles • Positive self-talk • Effective self-disclosure • Emotion Expression • Understanding nonverbal communication • Choosing positive verbal response styles • Effective listening techniques • Perception • Communication environments Intercultural Communication and Diversity The modern work environment provides employees and management with increasing opportunities to interact with individuals of varying races, religions, and international origins.  The fallacy that "we are all the same" becomes apparent as we discover the differences among those with whom we communicate. This seminar offers the participants the opportunity to experience the emotions and conflicts that arise in intercultural relations through an intercultural simulation experience entitled, Bafa Bafa.  The training group is divided into two cultures, educated on the norms and values of their home culture, and provided with opportunities to visit and interact with the "other" culture. At the conclusion of the session trainees express their thoughts and concerns in a processing environment. Everyone will conclude this day with heightened awareness.