Technology soft-collection 
In the practice of remote communication with the debtor in the collector activity often formed some stable set of speech acts that in their formalization and optimization techniques can be turned into soft-collection. Transformation spontaneously formed effective tactics impact technology can teach these techniques, to improve them, including using special software settings, etc. Here are some of the techniques that have appeared on the Lessons Learned Center YUSB Collecting Agency: 
"Favor"; 
"Phone investigation"; 
"Collecting history. Metaphor for recovery "; 
"Working with aggression and the debtor's objections. 
Before we begin consideration of the contents of these techniques, some introductory warning: 
1) The effectiveness of a technique depends on the specific situation and type of debtor. In some situations, some techniques just do not apply, while others may work. 
2) The successful application of this technique is often associated with psycho, his manner of communication of the specialist recovery. Accordingly, it is important to find equipment suitable for a specific person. 
3) Be sure to follow the flexible use of techniques. Unfortunately, in practice very often happens when a "favorite" technique is applied consistently regardless of whether it is appropriate for this case or not. Sometimes it is a change of basic equipment, ie first one is used, then only the other. Therefore, it is important to remember that there are various techniques that must be flexible and constantly used by choosing one or another based on the situation. One successful technique for all situations does not exist. 

We begin by considering the technology "favor". 
Contents: 
Technique "favor" is from the introductory part in which the debtor reported that his case is transferred to the court (the bailiff service, the department of personal interaction, back to the bank of choice for more stringent measures of influence, etc.), ie . the debtor's situation is somehow worse than the current situation. It is emphasized that the task simply inform the collector about it because decision on the basis of a strictly defined order has already been taken and the change it is virtually impossible. 
Further, if the debtor himself is not asking for a favor, then a specialist in the recovery may deplore the fact that it passed on, because He saw possibilities for resolving the situation with the debt without large losses at the stage of "soft" penalty. 
Go to the next, the main part of the equipment to better when the debtor himself, directly or indirectly asks for a favor from the collector, but, in principle, can offer the most favor. The essence of favor - the case of the debtor to clear a certain time (this term, of course, must be within the existing procedure, or separately agreed) collector at your own risk (as reported to the debtor) is not passed on, respectively, and the debtor promises to use this time to pay.Naturally, the collector must determine whether the promise of the debtor executable (questions where will the money, exactly how and when payment will be made and so the standard techniques of obtaining the executable promises). At the completion of the call can be passed into the hands of the debtor's initiative, saying that he should call when payment will be made to employee debt collection agency could no longer "no risk". 
In practice, if this technique was applied in an appropriate situation, the debtor himself, fulfill the promise rings a collection agency wants to hear it has made him a favor specialist and tells him about the payment. 

"According to sociologists and anthropologists, one of the main, the most common standards of human culture is embodied in the rule of mutual exchange. In accordance with this rule, a person tries some way to retaliate for what he gave the other person. Viewing the "beneficiary's" commitment to make a retaliatory act in the future, the rule of mutual exchange allows one individual to give something to another with confidence that it will not be completely lost. This belief makes it possible to develop different types of long-term relationships, interactions and exchanges that are beneficial to society. Consequently, all members of society from childhood "trained" to follow this rule. Those who ignore this rule, feel a clear disapproval of the society "/ / Cialdini, R." Psychology of influence " 

Situations for use: 
Technique "favor" the most successfully applied to accommodating the debtors, which can be attributed to type: "forgetful," "victim of circumstance", "naive". With difficulty, this technique is used in conflict situations, especially with the debtors such as "dissatisfied customers", "fraudster". It should be noted that this technique is related to the possible position of the main collector to the debtor, ie, collector - is the one who helps the person who did not return the debt to avoid even more problems (as the director of the Center YUSB NorthWest "arrival ushers in muddy boots," the visit of third persons "). 

Notes: 
Effective application of this technology facilitates the use of techniques to build trust, may also be told a story about how the debtors, and even their relatives were able to successfully use a favor collector. 

The technique "phone investigation. 
Contents: 
Technique "phone investigation" is realized in two ways: 1) searching for information about the debtor, on which little data are either unreliable or changed; 
2) providing a possible indirect impact on the debtor by those with whom the collector talked about receiving information about the debtor. 
In a telephone inquiry collector is at least one contact pertaining to the debtor: the former place of work, residence, communication, etc. Further, despite the fact that a person who communicates with the recovery specialist, does not know how to find the debtor, he still turns out at least one contact (preferably more knowledgeable than the current interlocutor). This contact may be, in the case of a call to work, the head of the department, where he worked as a debtor, and then employee of this department, who spoke with the debtor. In fact, builds up the chain, for example: head of the organization or a member of Accounting / HR - Head of Department - Officer of each of the debtor - ... 
To obtain the necessary information to the collector, in most cases it is expedient to stress that it works in order to help the debtor to solve his problem, but in the absence of cooperation from the interviewees, the information can be obtained from them through the courts. Description of the debt situation can help to ensure that persons with whom in the investigation were interviewed, notify the debtor that his systematic and purposeful look. 

Situations for use: 
Technique "phone investigation" is applicable in cases where the debtor can not be contacted directly. However, it also can be used for additional exposure, even in cases where the debtor can be reached, because conduct a telephone investigation demonstrates the seriousness of the debtor to recover the debt and the possible scope of the negative consequences of a failure of information obligations to repay the debt. This technique is suitable for all types of debtors, but with care it should be applied to the type of "dissatisfied customers", becausedissemination of information about the debt situation may further adjust the debtor against the debtors. 
Notes: 

Technique "phone investigation" can be applied using a "legend", ie messages specifically devised not actually cause the appropriate call and find the debtor. This possibility can be eliminated with the adoption of the law of collector activity (in the U.S. in a similar law legendirovanny poll for collectors is not allowed). 

Turn to the technique of "Collecting history. Metaphor for recovery. 
Contents: 
On the one hand, the content of this technique is quite simple - to tell the story as a debtor in a similar situation, like with people solved the problem of payment arrears, but on the other hand, the many nuances associated with both the choice and formulation of history and its narration,make the contents of this technique is very complicated. We analyze the foundations of this technology. 
Telling stories - this is an excellent method of indirect effects, which may be conveyed to the listener and the threat (and here one debtor, with whom we worked in the end, got confused and ended up in a very difficult situation, because the wife found out, that loan, he bought a fur coat, which she had never seen "), and advice. To have stories acted show the similarity of the situation and who it was with the debtor. This similarity may be associated with a variety of things: work, hobbies, place of residence, marital status, etc. The more points of contact, so to some extent better, but in some cases it is sufficient simply to say that the situation in which there is your companion, very similar to others that you actually tell us. Finding similarities and selection of stories can happen intuitively, but the more you practice, ie trying to pick up the story for a specific case, the more effective you will use this technique. From personal experience, I note that as a way of training you can use contests jokes, when storytellers just similar to each other tell stories about similar situations. 
With respect to the filing history of a very important moment for giving credibility and establish contact - it is telling stories about themselves, their relatives and friends. This approach allows you a natural way to demonstrate the sincerity and truthfulness of history. This aspect of storytelling had emphasized the well-known trainer of NLP, Richard Valterovich Conner, who in his workshop clearly demonstrated that, when you tell even very good specially designed therapeutic history of metaphor, you can not talk as earnestly as if talking to himself. For collectors, one of the most effective ways of recruiting stories - it is the memory of themselves or their colleagues made penalties. In this respect, very useful exchange of history with colleagues with an analysis of why a story worked or not worked. 

"According to the principle of social proof, the people to decide what to believe and how to act in this situation, are oriented at what they believe and what they do in similar situations by other people. The tendency to imitate observed in both children and adults. This tendency manifests itself in the commission of various actions, such as the decision to buy something, a donation of money to charitable causes and even exemption from phobias. The principle of social proof can be used to encourage people to submit to a particular demand, with this man reported that many people (the more the better) agree or agree with this requirement, "/ / Cialdini, R." Psychology of influence " 
"The factor that affects our relationship to the person and the degree of our concessions, is the similarity. We like people like us, and we are more inclined to agree with the requirements of just such people, often unconsciously, "/ / Cialdini, R." Psychology of influence " 

Situations for use: 
Telling stories of collector can go for almost any situation and any type of debtor, the main thing that you had the opportunity to tell the story. Particularly effective storytelling in situations where a direct appeal to the debtor or his family for some reason impossible. For example, if a person has taken credit for the death and you're talking to his relatives (author for such a case of the mother dying men told a story that he had two years ago my grandmother died and before her death in her garden with her grandfather, they pulled down the floor, to have it repaired. However, after the death of long time have not done so because of what was always concerned because she had not done a case involving a deceased dear one). 

Notes: 
This technique is based on an extensive base of practical psychology. Impact of stories, metaphors actively studied and used in ericson hypnosis, neuro-linguistic programming (NLP), existential therapy, etc. If you look deeper, then with the help of stories, parables, transmits religious beliefs (it is enough to recall the parable of Christ and deployed Sufi tradition). 

The latter technique is now before us "Working with aggression and the debtor's objections. 
Contents: 
Working with aggression and objections may be presented in the form shreh steps: 
1 step: interrupt the interlocutor, and seized the initiative with the help of speech acts that he did not expect. 
2 step: a description of what negative consequences of aggression led by the interlocutor and his objections. 
3 step: offer of cooperation to achieve common goals. 
The first step is often one of the most difficult and important. Case in that the usual reaction to aggression is a response verbal attack or the accumulation of stress, but this does not lead to the solution of the problem. Debtors often as if preparing to call a collector, "wound" himself, inventing threats that are beginning to utter a continuous flow of not allowing himself to be interrupted. Conventional methods of interruption (the word "wait", "wait", etc.) usually do not give. In such cases, the need to do something unusual, in NLP it is called "break pattern", ieYou attempt to interrupt the natural instead doing what is clearly not expected. Unusual can be either words or inappropriate silence or even the sudden termination of a telephone conversation.Unusual words - for example, "I agree with you, 'Well, then the bank forgives your debt," etc., options can be very much and they needed to invent their own, and receive in the exchange of information with colleagues . Not the fact that the first attempt to break the template will result, will interrupt the interlocutor, so you have in reserve should be several different options. 
The second step - a description of the order as to where the aggression and resistance of the debtor. A story about such consequences as the coming "Police muddy boots", increasing the amount of debt in court, etc. better to a third person, that the debtor did not take you as someone who will do it all. These effects are described as a logical outcome of behavior of the person does not return a loan. The description of the consequences is to make sure that they were visual (again "dirty boots" Bailiffs, etc.). 
Third final step - the offer of cooperation, ie way to avoid all that is described in the second step is to interact with you, follow advice, etc. Offer cooperation may be in the same form as described for the technique "a favor". 

Situations for use: 
This technique is used in case of overt or covert aggression, when the debtor is, in fact, does not listen to the collector. 
Notes: 
In this technique can be successfully used, and other items discussed technique, ie can be done a favor, tells the story, etc. 
Dmitry Zhdanuhin General Director of the Center of collector, Ph.D.