Communication Code for Collectors

The Communication Code for Collectors is a 5-lesson course designed to

help collectors maximize their communication with consumers.


  • Lesson 1: Nervous System: Friend or Frenemy?

    This foundational lesson focuses on how the human brain and body handle fears, feelings, and needs. The student will learn about the parasympathetic nervous system, the emotional and psychological implications of having a debt, and how the Consumer Financial Protection Bureau outlines the consumer experience, which can inform how we interact and communicate with consumers.

  • Lesson 2: The Do-Not-Say List

    Mary is well-known in the industry for her Do-Not-Say List, which is a list of negative words that all employees at her companies are banned from saying. The reason the words are banned is because of how the brain reacts to negative language. When we say a negative word to the consumer, they’re more likely to become triggered, which pushes us farther away from a solution. This lesson outlines the 6 words on the list (no, not, can’t, won’t, however, unfortunately), explains why they create stress chemicals in the brain, and offers a few alternative phrases.

  • Lesson 3: Validation Is Non-Negotiable

    Lesson 3 introduces the first step of Mary’s 3-step Communication Code. The lesson explains to the student that every human has a universal emotional need: To feel heard and understood. The first step of the Code works to meet this need by validating what the consumer is saying.

  • Lesson 4: Plant a Seed of Happiness

    Step 2 of the Communication Code is a simple step that bridges the validation to the solution. This lesson will explain the science behind why only a few positive words, when spoken at the right time, can give a consumer hope for a positive outcome. This lesson also provides examples of great seeds of happiness to use.

  • Lesson 5: Action Statement

    Lesson 5 outlines the last step of the Communication Code. This lesson focuses mainly on critical thinking and finding ways to solve consumer stalls and objections without saying “no.” This lesson also explains why the Code is a multistep process. With relevant examples and scripting, this lesson rounds off the course by giving the collector confidence that they can solve almost any consumer issue.


Additional Learning Materials:

Pro-Tip Guide

Create Your Own Script

The 5-Step Pre-Scripting Process

2:2:2 Challenge

10 Most Frequent Scenarios Download

ⓒ Copyright by Mary Shores. All Rights Reserved.