Collector – May 2019 - 38

EDUCATIONSPOTLIGHT

Meet Your Certified Instructor
WHY DID YOU DECIDE TO
BECOME A CERTIFIED
INSTRUCTOR?
In the early 1990s, I happened to meet John
Johnson, ACA's CEO at the time. I was
working at Credit Service and teaching at
a local community college. John asked why
I wasn't teaching for ACA! Back then you
had to have someone sponsor you as an
instructor; John wrote a letter on my behalf
and that's how I got started.
The first ACA class I ever attended was in
Tulsa, Oklahoma, and it was taught by Jay
Rickman. He was ex-military-strict and
stern but a very good instructor. You could
tell he wanted to convey his knowledge to
the attendees. Jay was an inspiration to me; I
wanted to be like him.

WHAT'S UNIQUE ABOUT YOUR
TEACHING STYLE?
I teach from life experience. I had the
privilege of working the collection desk
for seven years before moving into
management. I continue to work collection
accounts today, in fact. I think that book
learning is good, but instructors who can
speak from experience are able to clearly

explain what works and what doesn't.
Collections is not an easy job. It can be
mentally and physically tiring, and having
done it I know what's going through the
collector's mind.
One of the things I introduced to ACA
years ago was a science I learned from my
work with the government: neurolinguistics,
or NLP. I started integrating NLP and the
five most powerful words in the English
language into the classes I taught, training
people on the how and why of this
technique.

WHAT KIND OF FEEDBACK DO
YOU HEAR FROM PARTICIPANTS
THAT MAKES YOU FEEL YOUR
CLASS WAS A SUCCESS?
A lot of people who take my classes say what
they heard in the class reinforced what they
were already doing. They'll say, "I thought
I was doing it right, and now I know I am."
Or they'll tell me they learned a new way to
do something. I love hearing that.
I use the "Three Es" in my classes. First,
the seminar needs to be Educational. That's
what we're there for. Second, it needs to be
Enlightening. People need to walk out of that
class knowing something they didn't know
when they came in. And third it has to be
Entertaining. It can't be a dull lecture; there
has to be interaction.

WHAT DO YOU THINK PEOPLE IN
OUR INDUSTRY NEED TO LEARN
TO KEEP MOVING IN THE RIGHT
DIRECTION?
The ability to motivate while staying in
compliance with state and federal laws is
very important today. So education has
become very important. We not only want
to collect the money, but we also want to do
it the right way.
I think all of our Certified Instructors
need to remind attendees that people
who have accounts in collections are
not bad people. More often than
not, they are good people going
through a hard time. We have
to remember that and treat
them fair. In fact, we have a
saying at my agency: Firm,
but fair. We have to represent
our clients but must be fair
in all aspects of the debt
collection process. Right is
right but wrong is wrong, and
there's no in between.

Number of
Seminars Taught:

250+

Company:
CSI Group
Title:
President-CEO

Name:

Ron Brown, IFCCE,
MCE, CCCO
38

Years as
a Certified
Instructor:

26



Collector – May 2019

Table of Contents for the Digital Edition of Collector – May 2019

Upfront
Industry News
Best Practices
FYI
Collection Tips
The Robot Revolution
ACA International’s 2019 Convention & Expo
Number Crunching
Calendar
Honor Roll
Education Spotlight
Regulators Should Be In The Business Of Helping The Regulated Comply
ACA SearchPoint
Ad Index
Membership
Last Word
Collector – May 2019 - Cover1
Collector – May 2019 - Cover2
Collector – May 2019 - 1
Collector – May 2019 - 2
Collector – May 2019 - 3
Collector – May 2019 - Upfront
Collector – May 2019 - 5
Collector – May 2019 - Industry News
Collector – May 2019 - 7
Collector – May 2019 - 8
Collector – May 2019 - 9
Collector – May 2019 - 10
Collector – May 2019 - 11
Collector – May 2019 - Best Practices
Collector – May 2019 - 13
Collector – May 2019 - FYI
Collector – May 2019 - 15
Collector – May 2019 - Collection Tips
Collector – May 2019 - 17
Collector – May 2019 - The Robot Revolution
Collector – May 2019 - 19
Collector – May 2019 - 20
Collector – May 2019 - 21
Collector – May 2019 - ACA International’s 2019 Convention & Expo
Collector – May 2019 - 23
Collector – May 2019 - 24
Collector – May 2019 - 25
Collector – May 2019 - 26
Collector – May 2019 - 27
Collector – May 2019 - 28
Collector – May 2019 - 29
Collector – May 2019 - 30
Collector – May 2019 - 31
Collector – May 2019 - 32
Collector – May 2019 - Number Crunching
Collector – May 2019 - 34
Collector – May 2019 - 35
Collector – May 2019 - Calendar
Collector – May 2019 - Honor Roll
Collector – May 2019 - Education Spotlight
Collector – May 2019 - 39
Collector – May 2019 - 40
Collector – May 2019 - 41
Collector – May 2019 - 42
Collector – May 2019 - 43
Collector – May 2019 - 44
Collector – May 2019 - 45
Collector – May 2019 - 46
Collector – May 2019 - 47
Collector – May 2019 - 48
Collector – May 2019 - Regulators Should Be In The Business Of Helping The Regulated Comply
Collector – May 2019 - 50
Collector – May 2019 - 51
Collector – May 2019 - ACA SearchPoint
Collector – May 2019 - Ad Index
Collector – May 2019 - Membership
Collector – May 2019 - 55
Collector – May 2019 - Last Word
Collector – May 2019 - Cover3
Collector – May 2019 - Cover4
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