Enjoy this blog that Zack Merrill, CBTP,  wrote for your reading pleasure!

This would probably be the most effective billboard ever created. Especially if it’s typeset correctly and placed in a highly visible area along a major interstate. But most billboards aren’t nearly this effective because most marketing isn’t this simple or obvious. Either the wrong service is promoted to the audience or the offer simply isn’t that great.

The same can be said about most websites. They look great and the creators have worked very hard to convey their message and mission in as few words as possible. That can be utterly frightening when you know the ins and outs of the product you offer. In marketing, the goal isn’t to immediately close a sale as much as the goal of the first date is to get married. It’s to showcase a product you offer to earn attention, trust, curiosity and hopefully start a conversation.

So I would like to start the conversation.

Before joining the InterAction Training team, I was a Branch Manager and Organizational Trainer for a mid-sized community bank. I can un-biasedly say that some of the best third-party tools I was given came to me for free. Those tools are on the Free Stuff page of the InterAction Training website at https://www.interaction-training.com/product-category/free/

I used many of these tools to perform staff evaluations, have difficult conversations, train employees and create countless action plans. It’s not very often that you encounter a 'free gas' situation, but this was certainly one for me. Check out the free articles, worksheets and forms InterAction Training has to offer and let us know what other tools we can provide that will help improve your day-to-day. That’s what we are here to do!

Thank you for another blog post Zack!

Still learning,

Honey

The Secret to Training Tellers

Our guest blogger, Zack Merrill, CBTP, is a Senior Training Consultant with InterAction Training. You will enjoy learning the secret to training tellers.

We seldom remember the expected exchange of everyday conversation because our brain is chock-full of stuff already. If the exchange is meaningful or helpful to you then there is a better than average chance you can recall it. When you are called upon to train or be trained remember this secret: Engagement, getting involved in the training, creates a very distinct file in the brain. When you want learners to learn, teach utilizing engagement and involvement.
When we only read, look, or listen that information is instantly processed and we file it away in our brain under the junk file marked MISC. Very hard to recover information in this file of the brain because it is overloaded and stuff is tossed in there in no particular order. Like taking your trash and junk to the landfill. If you cleaned out that file you could sort it into four piles: Don’t care, Don’t Understand, Won’t Ever Use, I Need This. The last pile will be the smallest.

When training tellers how to perform, the expectations are high. Both the teller and the company want recall to be quick and spot-on so we wow the client and protect the company. Many bank and credit union trainers feel lousy when the trainees that attend their training don’t remember what was covered. Most trainers are offended when leadership complains that so and so wasn’t trained very well.

In teller training, the amount of information that needs to be transferred to learning is staggering if you look at the whole picture. The trainer must breakdown the required knowledge, skills, and attitudes into training modules that call for engagement, relatable stories, discussion, real world examples, role play, FAQs, and note taking.

A module that I always enjoyed training tellers about had to do with the persistent threat of counterfeit items. A highly impactful technique for training tellers is the use of storytelling. Here is a favorite one of mine.

Our customer, a decorated veteran was a favorite with the branch staff. Kind and friendly, everyone enjoyed seeing him walk into the lobby. His daughter convinced him to cash some postal money orders she had received as part of a Craig’s List employment opportunity. I don’t need to tell you what happened next. He became my favorite former customer. He thought we should have been able to tell the items were worthless and counterfeit.

It’s still a punch in the gut to think about today. When we charged back the fraudulent activity it cost him over a third of his irreplaceable nest egg that he had earmarked for retirement. It pained all of us to see Mr. Smith fall victim to a scammer.

Immediately after this unfortunate event came to light, I went to the Post Office and purchased a low dollar amount authentic money order to use in the counterfeit module as a “show and tell” discussion. All new tellers as well as veterans should have at their fingertips the means to compare an incoming postal money order to a genuine one.

What stories or techniques have you used to create highly impactful training for tellers?

Great info for our audience, Zack, thank you for sharing your story.

Still learning,

Honey

Two Alternatives to On the Job Classroom Training

Time and travel create the need for the business world to get creative about how to deliver meaningful and effective training to their workers.  Video conferencing and using an online learning management system (LMS) are excellent choices for many topics.  Not all of our clients find video conferencing affordable and not all topics on an LMS are the right fit for internal policies, etc.

Check out these two alternatives to on the job classroom training that relieve the burden of interrupting the work day and lessen the cost that can be associated with training in the physical classroom.

Internal Webinars

Not every topic is a good fit for a webinar.  It can certainly be utilized very successfully for updates to existing policies and procedures.  A webinar may be ideal for and review and refresher training.  Webinars are a perfect choice to teach product knowledge.  Plus, it is an ideal way to record and archive a training program that others can view when the schedule works best for them.

Training Packets

On occasion, the solution for addressing change orientation training or introducing an easy-to-understand process or procedure can be the development of a standalone training packet.

This alternative calls for the training department to establish a clear line of communication with all supervisors and managers on how they, and those that report to them, are expected to engage with the training packet.  Also, point out to the managers the value of this approach; no one is taken off the job or sent offsite to training.

Still learning,

Honey

What Do Employees Learn in the Training Session?

Pros and Cons of Testing Employees on Training Topics

Pre-testing

You can use pre-testing in the early stage of content design and prior to finalizing learning objectives. When administered correctly, this approach allows a trainer to better form content to fulfill the learning objectives. This option takes the guesswork out of content generation and lets a trainer know what topics need the most attention. The other would be as part of the introduction to a training subject or topic. With this option, attendees get a read immediately on why they are here and what they are expected to learn.

 

When creating a pre-test, design questions that will check the knowledge level of the course content. This should not be a simplified version of the learning objectives, but instead a test of the knowledge needed for a learner to be successful in the training session. Focus more on “what they know” versus “what they do not know.”

 

Example: When training tellers on REG CC develop questions that indicate their understanding of the hold process for a pre-test. Or when training new accounts staff on proper procedures regarding a corporate account develop questions pertaining to definitions involved in the procedures and required documentation from the customer.

 

When administering a pre-test, lessen learner anxiety by explaining the process is simply to gauge the wide range of knowledge represented in the training session and that no grades will be recorded. The learner should always have ample time to complete any test and it should be given early enough that the trainer has time to analyze the results.

Post-testing

A well designed post-test should measure comprehension of the learning objectives and, where possible, changes in behavior and attitudes. Ask learners to provide examples of how they will put this new knowledge to use. Using a rating system, have learners rate feelings and attitudes towards training after completion and compare them to the same questions before training.

 

Use the results from post-testing to modify or correct future training. If a question is answered incorrectly by the majority of test takers, investigate the cause and make adjustments. Also, use results from testing to fine tune the questions for future use. With feedback from learners, try to gauge the understanding of what was asked and what was confusing or needed more clarity.

 

Post-testing also gives the opportunity for an open conversation with the learner and their supervisor. Share the results openly with the appropriate supervisors and ask that they follow up with the learner. Test results will give the supervisor information on which learning objectives were mastered by the learner and which concepts need reinforcement.

Still learning,

Honey

Ten Rules of Engagement When You Attend Training

When you attend training in your work world what are your expectations? I am sure yours are like mine. Interesting, relevant and useful are right at the top of most people’s list. Have you ever considered what the trainer’s expectations are? That might put a different spin on your perspective.

 

I have been a trainer for financial institutions for several decades and here are a few of the Rules of Engagement for the attendee:

1. Come prepared to engage in the learning.
2. Be on time.
3. Bring an open mind.
4. Don’t forget a sweater or a jacket if you tend to be cold-natured.
5. If you bring a laptop or tablet, don’t cause a distraction to others by keyboarding or checking your email or Facebook.
6. Leave your cell phone on vibrate or off and in your pocket or handbag.
7. Participate; ask questions, speak so everyone in the room can hear you.
8. Take notes.
9. Return to your workplace prepared to discuss what was covered.
10. Provide feedback on your evaluation about how the training experience was for you.

Still learning,

Honey

Pump Up the Bottom Line with Engaged Employees

What is the motivation to investigate and implement strategies that promote employee engagement? Gallup says that disengaged employees may be costing the US economy $450-$550 billion per year! Their research goes on to say that on the average ONLY 30% of the workforce is engaged. The remaining 70% are most likely committed to undermine what engaged workers accomplish.

Imagine the results at your shop if you could bump up the number of engaged employees. Engaged employees are more dependable, they operate from a “can do” way of thinking versus “can’t do”. Engaged employees are 21% more productivity and leave customers feeling appreciated and cared about. Happy, capable employees help recruit happy, capable new hires. Happy employees leave a positive impression on the customer and the end result is happier customers. Happy customers refer new customers.

Empowering and engaging your employees is about leadership. Provide innovative and effective leadership training. Set the bar high for management; leaders are to be on the lookout for ways to encourage and challenge employees to stretch and discover their potential. Inspiring and coaching employees to increase their capability.

The most engaged workers say they work for a leader that has confidence in them. The road to engagement for employees is paved with a sense of responsibility towards their leaders and a belief that what they do and how they do it is valued.

There isn’t a vaccination or miracle vitamin that ensures employee engagement. What brings engaged employees forward in the workplace is leadership. Leadership is a skill. Provide leadership training. Expect managers to learn how to lead. Then your leaders can pump up the bottom line with engaged employees.

“Leaders don’t create followers, they create more leaders.” – Tom Peters

Still learning,

Honey

 

 

 

 

 

Go For Win-Win!

 

Foster a win-win mindset by focusing on the development of three character traits:

Integrity

Integrity means treating everyone by the same set of honorable principles. Do what you say you’ll do and own it when you don’t. Respect the time, space and boundaries of others as well as yourself. Work hard to respect what you say and what you write. Honor your agreements.

 

Maturity

Maturity is walking the balance beam of courage and consideration. Expressing feelings and convictions with courage offset with consideration for the feelings and convictions of others requires maturity, particularly issues that matter greatly to all parties.

 

Abundance Mentality

An abundance mentality supports the belief that this is a world of plenty and that there is enough for everybody. It results in the sharing of accomplishments, recognition, profits and decision making. It encourages possibilities and creativity.

Polish your commitment to go for a win-win mindset and you will find the quality of your relationships, partnerships and engagement with others will take on a new shine.

Still learning,

Honey