11.5.1.1 — When interviewing, especially for the recovery phase of an overpayment, negotiation skills are vital to obtain a quick and satisfactory outcome.
Source URL (modified on 13/10/2014 - 10:46am): https://clik.dva.gov.au/compensation-and-support-reference-library/overpayment-management-manual/ch-11-overpayment-interviews/115-negotiation-skills/1151-overview