Teller Training - Overcoming Resistance

Begin with exploring what the purpose of the training will be for the established teller. Some tellers have done this job a long time and may be described as "stuck in their ways" or even "not going to change".   Whether you are the teller trainer, the mentor or the supervisor when your training efforts hit the armor of a resistant teller it will never feel good.  So prepare your training with resistance in mind so you can meet it and turn the resistant teller into a learner. 

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Keeping in mind all training must be purposeful, here are five points to consider that can help you be well prepared for training a resistant teller.

Be certain to communicate to all learners the value and purpose of the training from their perspective.  Always assume people want to excel on the job.

1.  Clearly Stated Goals

What is the point of the training?

What are the expected outcomes of the training?

Is the training intended to prevent problems?  Correct problems? Prepare the teller to make a change?  Is the training intended to introduce or change new skills or best practices?

Example: The point of the training is to increase efficiency, reduce errors and heighten understanding of using the platform system.

2.  Content

What content is needed to support the stated goals?

Example: If the goal is “to increase efficiency and heighten skills linked to using the platform system” what information should you present to reach that goal?  Create a workbook with screenshots?  Can you build in using a “test bank”?

3.  Appropriate Delivery Option

How should you present the training?

Example: One-on-one?  Classroom?  Virtual?  How will you make it memorable?  How will you keep the learners involved?   What training tools will they leave with?  Will you include a quick reference guide and exercises they can do on their own?

 4.  Assessment of Learning

How will you know if trainees have learned the content?

How will you know if the learning goal was achieved?

Example: A hands on demonstration by the trainer and then by the trainees might be used to teach the platform system application.  For these types of skills, a mastery of at least 90% of the exercise content is a reasonable standard.  If an individual achieves the 90%, the goal has been met.

5.  Additional Support

What kind of an intervention should you plan or implement to provide additional support for the trainee?

Example: If lack of understanding persists after having received initial instruction on a task, you should provide additional information, experience, discussion, etc. Will you provide follow-up or advanced training?  What expectations for additional support have been conveyed to the supervisor?  Re-enforcement instruction should continue until the trainee displays mastery of the task or information.

Overcome resistance by developing training programs that are purposeful and focused on the learner.  Help move the resistant teller to being cooperative and unstuck!

Still learning,

Honey