Maricopa Community Colleges  MGT217   19886-19942 
Official Course Description: MCCCD Approval: 11/23/93
MGT217 19886-19942 LEC 3 Credit(s) 3 Period(s)
Credit Management Administration I
Management theory and practices for credit managers. Staff selection, training and review, negotiation strategies and collection techniques. Prerequisites: MGT178.
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MCCCD Official Course Competencies:
 
MGT217   19886-19942 Credit Management Administration I
1. Develop job descriptions for credit department positions. (I)
2. Review the steps in interviewing, screening, and staff selections. (I)
3. Describe the most important elements in training new employees. (I)
4. Formulate an M.B.O. (Management by Objective) Plan for a credit department. (I)
5. Outline the effects positioning can have on negotiations. (II)
6. Demonstrate various strategies for successful negotiating. (II)
7. Analyze the elements involved in understanding the debtor which may enhance collection efforts. (III)
8. List the problem-solving techniques you might use to arrange payments with a past due account. (III)
9. Review the ways to negotiate satisfactory payment and settlement arrangements. (III)
10. Apply skip tracing skills on debtors for which you have lost track. (III)
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MCCCD Official Course Outline:
 
MGT217   19886-19942 Credit Management Administration I
    I. Management of the Credit Department
        A. Staff Selection
          1. Develop Job Descriptions
          2. Qualification for Various Levels
          3. Compensation
          4. Interviewing-Legal Requirements and E.E.O.C.
            a. Screening
            b. Testing
          5. Selection
            a. Checking References
            b. Evaluation
            c. Rejecting Applicants
        B. Training
          1. Communication
          2. Motivation
        C. Review and Performance Standards
          1. M.B.O. (Management by Objective)
            a. Preplanning
            b. Discussion and Agreement
            c. Follow-up
          2. Employee Discipline
          3. Termination
      II. Negotiation Skills
          A. Successful Preparation
            1. Identify Needs of Both Sides
            2. Sensitivity to Attitudes
            3. Positioning: Location, Seating, Dress, Body Language, Attitude
          B. Strategies
            1. Establish Win/Win Atmosphere
            2. Soft vs. Hard Strategies
            3. Types of Power from which to Draw
            4. Use of Questioning
          C. Documentation and Follow-up
        III. Collection Techniques
            A. Understanding Debtor
              1. Ego
              2. Empathy
              3. Sympathy
            B. Problem Solving Attitude
              1. Flexibility
              2. Persistence and Enthusiasm
              3. Motivate
              4. Fact Finding - Ask Right Questions
              5. Sources of Funds for Debtor
            C. Dealing with Broken Promises and Partial Payments
            D. Dealing with Hostile Debtors
            E. Effective Payment Arrangements and Settlements
            F. Skip Tracing
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