One of the features I am finding more and more as I go around the country is the increased stress levels among Credit Controllers who are dealing directly with consumers. Some are finding the going tough and even the hardest are affected by the response they are getting on the phone from the downright uncooperative, to the aggressive and rude. In between you find depression, despair, worry and fear.
Every day Credit Controllers are exposed to more negativity than most and if you are working in Credit you have to ask yourself honestly – is this getting to me?
There is still a stigma attached to stress and admitting it is affecting you, can be viewed by some as a sign of weakness. I firmly believe the weakness comes as a result of NOT dealing with it. Stress manifests itself differently depending on the severity, can begin as a lack of energy, lost motivation, in irritability, short temperedness all the way to depression.
Without turning your office into a psychiatrist’s waiting room, your staff need a way to express their frustrations and have an opportunity of sharing experiences with other staff members, without letting it become a moaning session or an excuse for non performance. It would work better for a credit team, where there is a set time each day or week, depending on the severity of the problem where Credit Controllers can come together and relate the stories of the day or the week and you can discuss the best way to deal with it.
The simple message should be that stress only becomes a factor where people feel powerless, or overwhelmed. As long as they feel they are in control at all times, they will be able to cope with anything that happens. Although remember: It is not what happens to you that matters, it is how you react to what happens. That is why you need to create a supportive environment for your staff – particularly in such a difficult environment.
This section on stress management is becoming a very important part of all our training programmes. The role of a consumer credit controller has to be examined more thoroughly by senior management and they need to build in safety zones to protect their staff. This can be achieved through training, empowerment, and giving them the authority and the knowledge to negotiate payment plans in line with laid down policies.
If the right working environment is created, if people can see the results of their efforts. If they have clear objectives and see the progress that is being made rather than a never ending conveyor belt of problems after problems after problems.
Every day Credit Controllers are exposed to more negativity than most and if you are working in Credit you have to ask yourself honestly – is this getting to me?
There is still a stigma attached to stress and admitting it is affecting you, can be viewed by some as a sign of weakness. I firmly believe the weakness comes as a result of NOT dealing with it. Stress manifests itself differently depending on the severity, can begin as a lack of energy, lost motivation, in irritability, short temperedness all the way to depression.
Without turning your office into a psychiatrist’s waiting room, your staff need a way to express their frustrations and have an opportunity of sharing experiences with other staff members, without letting it become a moaning session or an excuse for non performance. It would work better for a credit team, where there is a set time each day or week, depending on the severity of the problem where Credit Controllers can come together and relate the stories of the day or the week and you can discuss the best way to deal with it.
The simple message should be that stress only becomes a factor where people feel powerless, or overwhelmed. As long as they feel they are in control at all times, they will be able to cope with anything that happens. Although remember: It is not what happens to you that matters, it is how you react to what happens. That is why you need to create a supportive environment for your staff – particularly in such a difficult environment.
This section on stress management is becoming a very important part of all our training programmes. The role of a consumer credit controller has to be examined more thoroughly by senior management and they need to build in safety zones to protect their staff. This can be achieved through training, empowerment, and giving them the authority and the knowledge to negotiate payment plans in line with laid down policies.
If the right working environment is created, if people can see the results of their efforts. If they have clear objectives and see the progress that is being made rather than a never ending conveyor belt of problems after problems after problems.