​Mediation Skills Every Credit Professional Needs

​Resolve the Conflict. Collect the Cash. Keep the Customer.

​Featuring Anne Scarcella, CCE

​Thursday, January 7, 2027
1:00 PM Central Time
Live BuildingBlocks Webinar
Complimentary for Credit, Finance & Accounting Professionals

​What if resolving conflict could actually strengthen your customer relationships?

​In credit and collections, difficult conversations are part of the job. Whether you're navigating a past-due account, handling a customer dispute, or negotiating a payment arrangement, how you communicate can make all the difference between escalating a conflict and finding a solution.

​Join Anne Scarcella, CCE, for an insightful and practical BuildingBlocks webinar focused on the mediation, communication, and negotiation skills every credit professional needs to succeed.

​Drawing from her professional experience and lessons learned along the way, Anne will share how becoming a better listener, maintaining neutrality, and approaching challenging conversations with the right mindset can help credit professionals resolve disputes, recover outstanding balances, and preserve valuable business relationships.

​Because successful collections aren't just about getting paid. They're about finding solutions that work while keeping relationships intact.

​What You'll Learn

​Resolve the Conflict

• ​Recognize the underlying issues behind customer disputes and difficult conversations.

• ​Learn how active listening can help de-escalate tense situations.

• ​Understand the importance of remaining neutral, even when emotions run high.

• ​Turn disagreements into productive conversations focused on solutions.

​Collect the Cash

• ​Apply effective communication and negotiation techniques to collection conversations.

• ​Ask better questions, uncover obstacles, and work toward mutually acceptable payment solutions.

• ​Navigate difficult conversations with confidence while keeping the ultimate goal in mind: getting paid.

​Keep the Customer

• ​Balance protecting your company's financial interests with maintaining positive customer relationships.

• ​Build trust through empathy, professionalism, and clear communication.

• ​Learn why listening to understand, rather than simply responding, can change the outcome of a conversation.

• ​Resolve today's challenges without jeopardizing tomorrow's business.

​Why Attend?

​Credit professionals are often expected to be problem-solvers, negotiators, relationship managers, and collectors all at once.

​But sometimes, the most powerful tool we have isn't a collection letter, a demand for payment, or even a perfectly crafted argument.

​It's the ability to listen, remain neutral, and guide a difficult conversation toward a resolution.

​Whether you're new to credit management or have decades of experience, this session will offer practical takeaways you can put to work immediately.

​Meet Your Presenter

​Anne Scarcella, CCE with Crawford Electric Supply

​Anne brings her professional experience, industry knowledge, and personal lessons in communication, negotiation, and conflict resolution to this engaging session. She'll share practical insights into becoming a more effective listener, approaching disputes with neutrality, and finding solutions that protect both cash flow and customer relationships.

​Join Us!

​Great credit professionals know how to collect. Exceptional credit professionals know how to resolve conflict, collect the cash, AND keep the customer.

​Register today and let's keep BuildingBlocks together!