Collector - October 2016 - 23

clients and consumers. Ideally, you want someone who balances analytical aptitude with social aptitude, someone who can connect with people and build rapport while keeping interactions moving towards a repayment solution." Pace and reliance on structure are also important traits to consider. A collector who thrives on working through a variety of situations and multi-tasking may not like having to go through a lot of formal steps and processes to complete collection calls. However, a collector with a strong preference for a structured environment and finishing one activity thoroughly before moving on to the next may not process change, manage interruptions or deal well with unexpected consumer responses. "Understanding your culture will help you identify the best personality types for your office," Clyatt said. She stressed that while it's best for collectors to have a combination of traits that fit in naturally to the demands of the role and culture, it's also important to adapt. "You can't change who you are, you can't change your traits, but there are things you can do to be more effective and to compensate for traits that do not naturally align with the job," she said. ADAPTING LEADERSHIP STYLES "A big reason for turnover is mismanagement," Clyatt said. "We often say people leave managers, not jobs. And it doesn't necessarily mean the manager is bad at what they do; it just means their management style doesn't meet the needs of the employee." Training and coaching can teach employees to understand their challenges (i.e. listening or conflict resolution) and implement techniques for modifying their behavior to overcome those challenges. "The goal is to help [collectors] make positive changes that work for, not against, their natural behavioral tendencies," Clyatt said. The same is true for your personal leadership style. To be more effective with collectors who might have different motivational needs than COLLECTOR 10.16 you do, carefully evaluate each individual on your team and create a plan that works for each individual. For example, if you have collectors who like public attention and being in the spotlight, communicate with them verbally and in person. Create connections by asking them about their weekend or family-a little interest can go a long way. You can also modify your leadership style to be more effective with collectors who have different traits and facilitate an individual or peer review for employees to evaluate their work. But keep in mind that collectors who are less attention-seeking prefer one-on-one feedback and do not like being called out in meetings or other group settings. Think about how you perceive collectors' personality traits in connection with their worth ethic. Take time to get to know your collectors so there aren't misperceptions about the meaning of their behavior. For example, if a manager thrives more on social engagement in meetings while her employee is shy and doesn't speak out, she could think that the collector is not invested when really that person is just not comfortable speaking in groups. There are always going to be differences among collectors and managers, and changes over time as an employee grows with your company and adapts to the environment. Make sure your new hire is a good fit from the start and put in a position and work environment she will thrive in. At the same time, you'll need to stay in regular communication with all employees and observe their work habits and interactions with clients, coworkers, management and consumers. "Communication is huge," Clyatt said. "That's where the breakdown often happens and morale goes down. You can't change who you are, but understanding who you are, what you need and why you need it, is the first step in being an extraordinary leader." Katy Zillmer is ACA International's communications specialist. KEYNOTES 1 Evaluate an applicant's personality traits against the job requirements and your management style. 2 Remember that certain skill sets can be taught on the job, but finding the right mix of personality traits in collectors can't always be modified. 3 Focus on communication. Even if a new hire seems to be a good fit, it's important to stay in contact, observe how the person is doing and provide additional training or mentoring. 23

Table of Contents for the Digital Edition of Collector - October 2016

President’s Page
Industry News
Best Practices
FYI
Collection Tips
Connect the Dots
Looking Deeper
Head of the Class
Calendar
Honor Roll
The Formula of Five
How to Create Winning Bids and Proposals
A Running Start
ACPAC Election Watch
ACA’s Industry Advancement Program Aids Eleventh Circuit Win for Member Company
Compliance
ACA SearchPoint
Last Word
Collector - October 2016 - Cover1
Collector - October 2016 - Cover2
Collector - October 2016 - 1
Collector - October 2016 - 2
Collector - October 2016 - President’s Page
Collector - October 2016 - Industry News
Collector - October 2016 - 5
Collector - October 2016 - 6
Collector - October 2016 - 7
Collector - October 2016 - Best Practices
Collector - October 2016 - 9
Collector - October 2016 - FYI
Collector - October 2016 - 11
Collector - October 2016 - Collection Tips
Collector - October 2016 - 13
Collector - October 2016 - Connect the Dots
Collector - October 2016 - 15
Collector - October 2016 - 16
Collector - October 2016 - 17
Collector - October 2016 - 18
Collector - October 2016 - 19
Collector - October 2016 - Looking Deeper
Collector - October 2016 - 21
Collector - October 2016 - 22
Collector - October 2016 - 23
Collector - October 2016 - Head of the Class
Collector - October 2016 - 25
Collector - October 2016 - 26
Collector - October 2016 - 27
Collector - October 2016 - Calendar
Collector - October 2016 - Honor Roll
Collector - October 2016 - The Formula of Five
Collector - October 2016 - 31
Collector - October 2016 - How to Create Winning Bids and Proposals
Collector - October 2016 - 33
Collector - October 2016 - 34
Collector - October 2016 - 35
Collector - October 2016 - A Running Start
Collector - October 2016 - 37
Collector - October 2016 - 38
Collector - October 2016 - 39
Collector - October 2016 - ACPAC Election Watch
Collector - October 2016 - 41
Collector - October 2016 - ACA’s Industry Advancement Program Aids Eleventh Circuit Win for Member Company
Collector - October 2016 - 43
Collector - October 2016 - Compliance
Collector - October 2016 - 45
Collector - October 2016 - ACA SearchPoint
Collector - October 2016 - 47
Collector - October 2016 - Last Word
Collector - October 2016 - Cover3
Collector - October 2016 - Cover4
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