The 5 Most Powerful Words In The English Language & How They Are Used In a Collection Call Prepared For: Combined Council of America’s Credit Unions Presented By: Ron L. Brown, IFCCE, MCE,CARS, CCCO, MPRS EAGLE GROUP XX Anything, Anytime, Anyplace… Professionally

Ron L. Brown Director, President and CEO of CSI Group Oklahoma City, Oklahoma Ron Brown is a state licensed Private Investigator and member of the National Association of Fraud Investigators with over 30 years experience in the field of locating lost and missing people and assets. He has assisted many law enforcement agencies including the U.S. Marshall’s Service, Federal Bureau of Investigation and the Texas Rangers. Having authored numerous articles and books on the subject of tracing and the psychology of motivation in the collection of debt, his latest endeavor has been to co- author the best seller, “MANHUNT: The Book.”

LEGAL DISCLAIMER This information is not intended to be legal advice and may not be used as legal advice. Legal advice must be tailored to the specific circumstances of each case. Every effort has been made to assure this information is up-to-date as of the date of publication. It is not intended to be a full and exhaustive explanation of the law in any area, nor should it be used to replace the advice of your own legal counsel.

NEUROLINGUISTICS The Language of the Human Mind NLP “Neuro Linguistic Programming”

ANSWER QUESTIONS AND LEARN HOW TO MOTIVATE MINDS… NEUROLINGUISTICS The proper understanding and use of neuro linguistic programming can aid the professional collector and tracer to achieve greater recovery percentages, de-escalate confrontations and reduce job stress. Who are you? What is this about? Where are you calling from? Is this about a money? ANSWER QUESTIONS AND LEARN HOW TO MOTIVATE MINDS… THEIRS and YOURS

WHY? The “NAME GAME” Mr. Brown Ron Ronnie How NEURO LINGUISTICS effects YOU… ONE SIMPLE QUESTION… WHO WOULD YOU GIVE THE MOST INFORMATION TO? Mr. Brown Ron Ronnie WHY?

WORDS CREATE WORD PICTURES Mr. Brown 1. 2. 3.

WORDS CREATE WORD PICTURES Ron 1. 2. 3.

WORDS CREATE WORD PICTURES Ronnie 1. 2. 3.

WHO OFFERS THE LEAST THREAT Mr. Brown Ron Ronnie

HOW WORDS AFFECT THE HUMAN MIND What affects the human mind? Senses: sight, smell, touch, sound Word that YOU like Word that YOU dislike Trigger Words Word that motivate YOU Word that makes YOU feel uncomfortable Word that makes YOU feel comfortable

SOUND THE WORDS Loud and harsh Soft and low Tone Inflections How does sound affect YOU? Loud and harsh Soft and low Tone Inflections Many times it is not what we say but how we say it… THE WORDS

Controls all automatic reflexes THANK YOUR MONKEY BRAIN THE MONKEY BRAIN… Controls all automatic reflexes Have you ever said yes and wondered a few minutes later “why did I say yes?” Have you ever driven from point “A” to point “B” and not remembered driving there? Do you think… got to breathe in,,, got to breathe out… or I die. THANK YOUR MONKEY BRAIN

NO ! “No” is the first word that a child hears and understands it’s meaning. “No” is shouted at a child in a loud and harsh tone and in sets of “three”. NO! NO! NO! We develop a fear of the word “NO” which reaches a point where we do not want to hear “NO” and we do not want to say “NO”.

WHY ? Why is a question and we are taught from an early age that we are supposed to answer questions. From the time our parents ask “What are you doing?” to the “final test” in our educational endeavors we are rewarded for answering questions and penalized for not answering. We develop a natural response pattern to answer any question asked.

BECAUSE. Webster defines “BECAUSE” as, “for the reason that”… not a clear definition Imbedded in our brains by our parents, “Because I said so and that is all you need to know” Stand alone “BECAUSE” has no clear meaning but the brain interprets it as “what is coming is a good reason”. You stand a 30to 35 per cent better chance of getting what you ask for if you start the sentence with the word “BECAUSE”

HELP… Based on the Freudian “Pleasure Principle” theory that YOU do things because they make YOU feel good. Everyone feels good when they can “HELP” another person. Appeals to the ego and allows a person to feel important. Very important word to have in our vocabulary when utilized properly.

REALLY. ?... The word “REALLY” has no clear meaning and therefore the interpretation is totally based on the hearers understanding at any given moment. “REALLY” is a great de-escalation word and can be used to diffuse many potential volatile situations. “REALLY” causes the hearer to pause and digest the direction of the conversation based on how the word is being used.

THE 5 MOST POWERFUL WORDS NO, I will not do that! WHY not? BECAUSE. Then you will not HELP me… NO! REALLY! REALLY? REALLY…

NOW LET’S USE OUR KNOWLEDGE… 8 Basic Steps of a Collection Call

The 8 Steps Identify The Consumer Identify Yourself State The Purpose And Ask for Payment Pause Discover The Problem Solve The Problem Close The Call Update Your File

1. Identify The Consumer

2. Identify Yourself

3. State The Purpose and Ask For Payment

4. Pause

5. Discover The Problem

6. Solve The Problem

7. Close The Call

8. Update Your File

Q & A

Ron L. Brown Rbrown@CSI-ARM.com 800-411-1844