Law, Military Science and Security Sovereignty of the State

Feedback Process Management For Operations And Collections Training

SAQA US 117383 | NQF 6 | Credits 35 | Duration 32 Days
From $4,979 per delegate

Description

This course equips operations and collections professionals with the skills to design, implement, and manage effective feedback processes. Participants will learn to analyze feedback data, drive continuous improvement, and enhance team performance through structured feedback mechanisms.

Learning Outcomes

  • Apply feedback process management principles to operations and collections environments.
  • Analyze feedback data to identify trends and areas for improvement.
  • Evaluate the effectiveness of existing feedback processes and recommend enhancements.
  • Design feedback collection methods that align with organizational goals.
  • Implement structured feedback mechanisms to improve team performance.
  • Demonstrate the ability to facilitate constructive feedback sessions.

Target Audience

Operations managers, collections team leaders, and supervisors responsible for managing feedback processes within their teams. This course is also suitable for quality assurance personnel and process improvement specialists.

Prerequisites

None — open enrollment

Course Outline

Day 1: Introduction to Feedback Process Management

Objectives:
• Define feedback process management and its importance in operations and collections.
• Identify the key components of an effective feedback system.
• Understand the role of feedback in improving performance and customer satisfaction.
• Recognise the legal and regulatory context (e.g., SAQA, NQF).

Topics:
• Overview of feedback process management
• The feedback loop: input, process, output, outcome
• Benefits of structured feedback in operations and collections
• Introduction to relevant legislation and standards
• Case study: Impact of poor feedback management

Day 2: Communication Principles for Feedback

Objectives:
• Describe effective communication techniques for giving and receiving feedback.
• Differentiate between constructive and destructive feedback.
• Apply active listening skills in feedback conversations.
• Understand non-verbal communication cues.

Topics:
• Verbal and non-verbal communication
• Active listening techniques
• Constructive vs. destructive feedback
• Barriers to effective communication
• Role-play: Giving clear feedback

Day 3: Feedback Models and Frameworks

Objectives:
• Explain popular feedback models (e.g., SBI, COIN, Pendleton).
• Select appropriate models for different operational contexts.
• Analyse the strengths and limitations of each model.
• Apply a chosen model to a simulated scenario.

Topics:
• SBI (Situation-Behaviour-Impact) model
• COIN (Context-Observation-Impact-Next steps) model
• Pendleton's rules for feedback
• Choosing the right model for collections
• Practice session: Using feedback models

Day 4: Feedback in Operations Management

Objectives:
• Identify how feedback processes improve operational efficiency.
• Integrate feedback into standard operating procedures (SOPs).
• Use feedback to identify process gaps and bottlenecks.
• Monitor and measure the impact of feedback on operations.

Topics:
• Role of feedback in continuous improvement
• Linking feedback to SOPs
• Feedback-driven process optimisation
• Key performance indicators (KPIs) for feedback
• Workshop: Mapping feedback in an operational workflow

Day 5: Feedback in Collections Management

Objectives:
• Understand the unique challenges of feedback in debt collection.
• Apply feedback techniques to improve collector performance.
• Use feedback to enhance customer payment behaviour.
• Balance assertiveness with empathy in collections feedback.

Topics:
• Collections-specific feedback challenges
• Coaching collectors using feedback
• Customer feedback for payment plan adherence
• Emotional intelligence in collections
• Case study: Feedback turnaround in a collections team

Day 6: Data-Driven Feedback

Objectives:
• Collect and analyse quantitative data to inform feedback.
• Use dashboards and reports to identify performance trends.
• Translate data insights into actionable feedback.
• Avoid common data misinterpretation pitfalls.

Topics:
• Sources of feedback data (CRM, call logs, surveys)
• Data analysis basics for feedback
• Visualising data for feedback discussions
• Data-driven vs. intuition-based feedback
• Exercise: Analysing a performance report

Day 7: Qualitative Feedback Collection Methods

Objectives:
• Design effective surveys and questionnaires.
• Conduct feedback interviews and focus groups.
• Analyse qualitative feedback for themes.
• Ensure anonymity and confidentiality where needed.

Topics:
• Survey design principles
• Interview techniques for feedback
• Focus group facilitation
• Thematic analysis of qualitative data
• Practical: Creating a feedback survey

Day 8: Feedback Documentation and Record Keeping

Objectives:
• Develop templates for documenting feedback.
• Maintain accurate records for compliance and improvement.
• Use documentation to track progress over time.
• Apply POPIA requirements to feedback records.

Topics:
• Feedback documentation standards
• Template design for feedback forms
• Record-keeping systems (electronic and paper)
• Compliance with POPIA and data protection
• Workshop: Creating a feedback log

Day 9: Giving Difficult Feedback

Objectives:
• Prepare for delivering negative or sensitive feedback.
• Manage emotional reactions during feedback sessions.
• Use de-escalation techniques in collections contexts.
• Maintain professionalism and respect.

Topics:
• Preparing for difficult conversations
• Emotional intelligence in tense feedback
• De-escalation strategies
• Maintaining respect and dignity
• Role-play: Delivering tough feedback

Day 10: Receiving Feedback Effectively

Objectives:
• Cultivate a growth mindset towards receiving feedback.
• Manage defensive reactions and biases.
• Ask clarifying questions to understand feedback.
• Create personal action plans based on feedback.

Topics:
• Growth mindset and feedback
• Overcoming defensiveness
• Active reception techniques
• Feedback analysis and action planning
• Self-assessment exercise

Day 11: Feedback and Performance Management

Objectives:
• Link feedback to performance appraisals and reviews.
• Use feedback for goal setting and development plans.
• Differentiate between feedback and performance evaluation.
• Ensure fairness and consistency in feedback-driven assessments.

Topics:
• Integrating feedback into performance management
• SMART goals from feedback
• Continuous feedback vs. annual reviews
• Bias mitigation in performance feedback
• Case study: Feedback in a performance improvement plan

Day 12: Coaching and Mentoring through Feedback

Objectives:
• Apply feedback as a coaching tool for skill development.
• Structure coaching sessions around feedback.
• Mentor junior staff using constructive feedback.
• Evaluate coaching outcomes.

Topics:
• Coaching vs. mentoring vs. feedback
• The GROW model in feedback coaching
• Feedback for skill gap identification
• Monitoring coaching progress
• Role-play: Coaching session using feedback

Day 13: Team Feedback and Group Dynamics

Objectives:
• Facilitate team feedback sessions effectively.
• Manage group dynamics and ensure inclusive participation.
• Use feedback to improve team collaboration.
• Address conflict arising from feedback.

Topics:
• Team feedback structures (e.g., retrospectives)
• Facilitation skills for group feedback
• Encouraging psychological safety
• Conflict resolution in team feedback
• Exercise: Running a team feedback circle

Day 14: Feedback Culture and Organisational Change

Objectives:
• Define a feedback-rich culture and its benefits.
• Identify barriers to a feedback culture.
• Implement strategies to promote openness to feedback.
• Lead by example in feedback practices.

Topics:
• Characteristics of a feedback culture
• Overcoming resistance to feedback
• Leadership's role in modelling feedback
• Change management for feedback adoption
• Workshop: Designing a culture change initiative

Day 15: Technology and Tools for Feedback Management

Objectives:
• Evaluate software and platforms for feedback collection and analysis.
• Use technology to automate feedback processes.
• Integrate feedback tools with existing systems (e.g., CRM).
• Ensure data security in digital feedback systems.

Topics:
• Feedback management software overview
• Automation of feedback workflows
• Integration with CRM and ERP systems
• Cybersecurity considerations
• Demo: Popular feedback tools

Day 16: Legal and Ethical Considerations in Feedback

Objectives:
• Understand labour law implications of feedback (e.g., dismissal warnings).
• Apply ethical principles in feedback practices.
• Ensure confidentiality and privacy.
• Handle grievances arising from feedback.

Topics:
• Labour Relations Act and feedback
• Ethical feedback principles
• Confidentiality agreements
• Grievance procedures related to feedback
• Case study: Legal pitfalls in feedback

Day 17: Feedback for Customer Retention and Satisfaction

Objectives:
• Use customer feedback to improve service delivery.
• Implement closed-loop feedback systems with customers.
• Analyse customer feedback for collections strategies.
• Enhance customer experience through feedback.

Topics:
• Customer feedback loops
• Net Promoter Score (NPS) and feedback
• Using feedback to reduce churn
• Customer journey mapping with feedback
• Practical: Analysing customer feedback data

Day 18: Advanced Feedback Analytics and Reporting

Objectives:
• Apply statistical methods to feedback data.
• Create comprehensive feedback reports for stakeholders.
• Use predictive analytics from feedback trends.
• Present feedback insights effectively.

Topics:
• Statistical analysis of feedback
• Dashboard creation for feedback KPIs
• Predictive modelling from feedback
• Report writing and presentation skills
• Exercise: Building a feedback report

Day 19: Feedback Process Improvement and Innovation

Objectives:
• Conduct a feedback process audit.
• Identify opportunities for innovation in feedback methods.
• Implement continuous improvement cycles for feedback.
• Benchmark feedback practices against industry standards.

Topics:
• Feedback process audit techniques
• Innovative feedback approaches (e.g., pulse surveys)
• Plan-Do-Check-Act (PDCA) for feedback
• Industry benchmarking
• Workshop: Redesigning a feedback process

Day 20: Integration and Capstone Project

Objectives:
• Synthesise all course concepts into a comprehensive feedback strategy.
• Develop a feedback management plan for operations and collections.
• Present the plan and receive peer feedback.
• Reflect on personal learning and application.

Topics:
• Capstone project guidelines
• Developing a feedback strategy document
• Presentation skills for stakeholders
• Peer review and feedback session
• Action planning for implementation

Practicals

No practicals for this training.

This course is made up of exercises and case studies delivered alongside the theory — no separate practical sessions are required to complete it.

Summatives

Each delegate is assessed continuously throughout the course and a final summative test at the end.

Daily Exercises — 30%

Every training day ends with a multiple-choice exercise scored out of 100%. The scores from each daily exercise are averaged across the duration of the course to produce a Daily Average mark, which contributes 30% to the final total.

Final Test — 70%

On the last day a final summative test is written. It is a multiple-choice paper with multiple-answer questions: each question may have more than one correct option, and a single wrong selection on a question marks the entire question wrong — no partial credit. The final test is scored out of 100% and contributes 70% to the overall mark.

Final Total
Component Out of Weight
Daily Average (multiple choice) 100% 30%
Final Test (multi-answer multiple choice) 100% 70%
Final Total 100%

All marks are recorded on the AATICD LMS and visible to each learner under their account.

Certificate

Certificate of Completion

Awarded to delegates who achieve an overall mark of 50% or higher on the Final Total (Daily Average 30% + Final Test 70%).

How it works
  • Certificates are auto-generated on the AATICD LMS as soon as the marks pass the 50% threshold.
  • Each certificate is a branded PDF with the delegate's name, the course title, the unit standard ID, NQF level, credits, and the date of issue.
  • You can download or print your certificate from your LMS dashboard at any time after issue — there's no reissue fee and no expiry date.
  • If you scored under 50% you can sit the final test again at the next scheduled session at no extra cost.
Where to find it

Sign in to the LMS, open your dashboard, and your certificates appear under My Certificates. Each entry has a View / Download button and a print option.

Training Discounts

Group discounts apply automatically — the more delegates you enrol, the greater the saving. Discounts are calculated at 3% per 5 delegates, scaling up to 40% off for 100+ delegates.

Delegates Discount
5 3% off
10 6% off
15 9% off
20 12% off
25 15% off
30 18% off
50 30% off
75 35% off
100 40% off

3% discount per 5 delegates, up to 40% off for 100+ delegates. Contact us for a custom group quote.

Upcoming Training Sessions
Online training — attend live sessions from anywhere via our virtual classroom.
Start End Delivery Season Price Action
Wed 09 Sep 2026 Thu 22 Oct 2026 Virtual Spring 2026 $4,979 Register
Tue 29 Sep 2026 Wed 11 Nov 2026 Virtual Spring 2026 $4,979 Register
Mon 19 Oct 2026 Tue 01 Dec 2026 Virtual Spring 2026 $4,979 Register
Mon 07 Dec 2026 Tue 19 Jan 2027 Virtual Summer 2026 $4,979 Register
Fri 15 Jan 2027 Mon 01 Mar 2027 Virtual Summer 2026 $4,979 Register
Thu 18 Feb 2027 Fri 02 Apr 2027 Virtual Summer 2026 $4,979 Register
Wed 03 Mar 2027 Thu 15 Apr 2027 Virtual Autumn 2027 $4,979 Register
Tue 09 Mar 2027 Wed 21 Apr 2027 Virtual Autumn 2027 $4,979 Register
Mon 15 Mar 2027 Tue 27 Apr 2027 Virtual Autumn 2027 $4,979 Register
Fri 11 Jun 2027 Mon 26 Jul 2027 Virtual Winter 2027 $4,979 Register
Thu 01 Jul 2027 Fri 13 Aug 2027 Virtual Winter 2027 $4,979 Register
Wed 21 Jul 2027 Thu 02 Sep 2027 Virtual Winter 2027 $4,979 Register
Tue 07 Sep 2027 Wed 20 Oct 2027 Virtual Spring 2027 $4,979 Register
Mon 27 Sep 2027 Tue 09 Nov 2027 Virtual Spring 2027 $4,979 Register
Fri 22 Oct 2027 Mon 06 Dec 2027 Virtual Spring 2027 $4,979 Register
Mon 06 Dec 2027 Tue 18 Jan 2028 Virtual Summer 2027 $4,979 Register
Fri 31 Dec 2027 Mon 14 Feb 2028 Virtual Summer 2027 $4,979 Register
Thu 20 Jan 2028 Fri 03 Mar 2028 Virtual Summer 2027 $4,979 Register
On-Campus training — face-to-face sessions at our training venues across Africa and beyond.
Showing all 534 sessions across 26 venues
Start End Venue Season Price Action
Fri 19 Jun 2026 Mon 03 Aug 2026 Windhoek, Namibia Winter 2026 $12,328 Register
Mon 22 Jun 2026 Tue 04 Aug 2026 Maseru, Lesotho Winter 2026 $12,166 Register
Tue 23 Jun 2026 Wed 05 Aug 2026 Nairobi, Kenya Winter 2026 $13,084 Register
Wed 24 Jun 2026 Thu 06 Aug 2026 Mbabane, Eswatini Winter 2026 $12,166 Register
Thu 25 Jun 2026 Fri 07 Aug 2026 Mombasa, Kenya Winter 2026 $13,084 Register
In-House training — we bring the trainer to your organisation, tailored to your team.
Start End Delivery Season Price Action
Fri 26 Jun 2026 Mon 10 Aug 2026 Your Premises Winter 2026 $6,475 Register
Thu 17 Sep 2026 Fri 30 Oct 2026 Your Premises Spring 2026 $6,475 Register
Wed 07 Oct 2026 Thu 19 Nov 2026 Your Premises Spring 2026 $6,475 Register
Tue 27 Oct 2026 Wed 09 Dec 2026 Your Premises Spring 2026 $6,475 Register
Tue 15 Dec 2026 Wed 27 Jan 2027 Your Premises Summer 2026 $6,475 Register
Mon 18 Jan 2027 Tue 02 Mar 2027 Your Premises Summer 2026 $6,475 Register
Fri 26 Feb 2027 Mon 12 Apr 2027 Your Premises Summer 2026 $6,475 Register
Thu 11 Mar 2027 Fri 23 Apr 2027 Your Premises Autumn 2027 $6,475 Register
Wed 17 Mar 2027 Thu 29 Apr 2027 Your Premises Autumn 2027 $6,475 Register
Tue 23 Mar 2027 Wed 05 May 2027 Your Premises Autumn 2027 $6,475 Register
Mon 14 Jun 2027 Tue 27 Jul 2027 Your Premises Winter 2027 $6,475 Register
Fri 09 Jul 2027 Mon 23 Aug 2027 Your Premises Winter 2027 $6,475 Register
Thu 29 Jul 2027 Fri 10 Sep 2027 Your Premises Winter 2027 $6,475 Register
Wed 15 Sep 2027 Thu 28 Oct 2027 Your Premises Spring 2027 $6,475 Register
Tue 05 Oct 2027 Wed 17 Nov 2027 Your Premises Spring 2027 $6,475 Register
Mon 25 Oct 2027 Tue 07 Dec 2027 Your Premises Spring 2027 $6,475 Register
Tue 14 Dec 2027 Wed 26 Jan 2028 Your Premises Summer 2027 $6,475 Register
Mon 03 Jan 2028 Tue 15 Feb 2028 Your Premises Summer 2027 $6,475 Register
Fri 28 Jan 2028 Mon 13 Mar 2028 Your Premises Summer 2027 $6,475 Register
Training Discounts
Delegates Discount
5 3% off
10 6% off
15 9% off
20 12% off
25 15% off
30 18% off
50 30% off
75 35% off
100 40% off

3% off per 5 delegates, up to 40% for 100+

View Sessions & Register Get A Quote Download Course Brochure
Have an account?

Sign in to track your applications and manage your cart.

Related Courses

Other Law, Military Science and Security courses at NQF level 6 learners on this page also viewed.

Browse the full Law, Military Science and Security category for law, military science and security training programmes.
GET A QUOTE / APPLY COURSE CATALOGUE