1. 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

2. 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.”

3. 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.

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

5. 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

6. 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?

7. WORDS CREATE WORD PICTURES
Mr. Brown

8. WORDS CREATE WORD PICTURES
Ron

9. WORDS CREATE WORD PICTURES
Ronnie

10. WHO OFFERS THE LEAST THREAT Mr. Brown Ron Ronnie

11. 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

12. 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

13. 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

14. 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”.

15. 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.

16. 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”

17. 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.

18. 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.

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

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

21. 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

22. 1. Identify The Consumer

23. 2. Identify Yourself

24. 3. State The Purpose and Ask For Payment

25. 4. Pause

26. 5. Discover The Problem

27. 6. Solve The Problem

28. 7. Close The Call

29. 8. Update Your File

30. Q & A

31. Ron L. Brown