Be honest. If you are like most people you will probably admit that it is possibly more negative than positive. If you are filling your own head with negative self talk all the time, how do you expect to be positive with your interactions with others?
So I know you are saying, I thought this piece is supposed to be about collections. It is! Before you are let loose on an unsuspecting public, you have to spend some time getting your head in the right place.
The great Usain Bolt would not just walk onto the track in a pair of jeans and run 100 meters in less than 9.6 seconds. He would arrive at the track in plenty of time; he would make sure he had all the best equipment, all the best coaches. He would stretch and warm up to make sure he is in peak condition before the race even starts. He would prepare himself mentally and physically for the task in hand.
In the same way, if you want to perform at a high level, you have to prepare for the day ahead. You have to create a spark of positivity that you can share with all the customers you are going to talk to throughout the day. This all happens with self talk. Before you can learn to interact with others in a positive way, you have to first learn to talk to yourself in a positive way. This is a key part of the new Resilience Training we have developed, at the moment it is only available for Credit Unions, although if enough people enquire, we could be forced to extend our offering!
Now you are in a more positive frame of mind, you have to watch the words you use throughout the day. Become conscious of what you are saying. When someone asks you “How are you?” do you respond “Not too bad” without even thinking? Not too bad – three negative syllables in just two seconds.
Using the right words and asking the right questions is all you have to do to be successful in Credit, and everything else for that matter. I hope as a result of reading this you will begin to think before you speak, and listen to the words you are saying and correct yourself by replacing the negative behavior with a positive one – not by beating yourself up.