Five Points that Ensure Quality Training

As you contemplate creating a training session keep in mind that all training is intended to either prevent problems, correct problems or prepare people to make a change.  In a few cases, a training program is aimed at all three of these. 

 

Here are five points to mull over as your plan your training session.

1.      Establish clear learning objectives.

               What is the point of the training?

               What are the expected outcomes and takeaways of the training?

Example: The point of the training is to increase accuracy, speed and efficiency with the new account platform system. 

2.       Create targeted content

What content will best support the stated goals?

Example: If the learning objective is “to increase accuracy, speed and efficiency with the new account platform system”, what information should you include and present to reach that objective

3.       Consider all delivery options

What teaching methods will you employ?

Example: Teaching methods that draw on the knowledge, experience and expertise of experienced users in class and generate discussions with less experienced users may be a highly effective option to support transfer of knowledge. 

4.       Monitoring, assessing and tracking results

How will you know if the trainees have learned the content?

How will you know if the learning objectives were achieved?

Example:  A hands-on demonstration by the trainer and then by the trainees might be used to indoctrinate and educate users on the platform system application.  For these types of skills, a mastery of at least 90% of the exercise content is a reasonable standard.  

5.       Post training support and learning reinforcement

What tools will trainees leave with that can help them implement the learning?

What additional support will be available for trainees?

Example:  If lack of understanding persists after having attended the initial training, you should provide additional resources, coaching, reinforcement, discussions, etc.  A Quick Reference Guide is the type of tool trainees can quickly access for reminders or independent instruction until they have mastered the learning objective.

Quality training demands pre-planning and passionate execution.  Walk through these five points the next time you are ready to create quality training.

Still learning,

Honey

interaction-training.com

Role Models at Work

You have heard it said, “hitch your wagon to a star”,  if you want to get where you want to go.  Aim high.  Be in search of those that have done what you want to do.  Role models are the stars that have aimed high and hit the target.  A role model is a person who others look up to and admire.  A role model provides inspiration and stirs up motivation in others.  Role models send messages about their convictions by what they do and what they say.  

Self-Assurance

A role model is self-assured and happy with themselves.  As you nurture a healthy self-esteem, others will look up to you.  Hang on to your independence; show you don’t need to follow current trends that don't  fit with your value system.   Maintain your balance.  Be proud of who you are, but never cocky or arrogant.

Manage Stress Positively

Being human means having to constantly deal with stress and routinely overcome obstacles.  A role model sets a good example on how to handle pressure.  Become a pro at handling stress and managing yourself when the pressure heats up.  When you mess up, be quick to forgive and make note of lessons learned and what you would do differently next time.

Trustworthiness

A revered role model is honest and works at refraining from exaggeration.   Treasure your integrity and do the right thing even if no one is looking.  Trust in the boomerang theory – what goes around comes around.

Perseverance

Deliver on promises and stay the course even when overwhelmed and you want to give up.  Perseverance is a key character trait.  Role models have a track record.  They have mastered the art of working hard while working smart for something worthwhile.  Become that someone that inspires dreams and determination of reaching goals in others.  Show others the way to get where they want to go.

Respect for Others

How you treat others says it all about who you are.  Kindness and courtesy are key ingredients to showing and receiving respect.   True models embrace accountability and responsibility and never take credit for ideas or solutions that belong to someone else.

Find a role model and become one.  Pass it forward.

Still learning,

Honey

Take Your Professionalism Up a Notch

Ever noticed how some people light up a room when they walk in or how some others might light up a room by walking out of it?  How you light up a room will have much to do with your managerial presence.  Successful lead managers/supervisors encourage an atmosphere that demonstrates they and others deserve attention and respect.

To effectively manage your life, diligently seek new insights, stimulation, and intellectual and emotional development.  Never stop learning.  Keep the student in you learning.  Self-development is good for you and for your workplace.  Make the tiniest adjustments every day and soon you will be significantly improved.

“Anyone who stops learning is old, whether at twenty or eighty. 

Anyone who keeps learning stays young.”

-Henry Ford

Stay on Top of Current Events

To sound intelligent, you must have something intelligent to say. Read newspapers, magazines and industry-related publications to stay current with what is happening in the industry.

Seek out Training Opportunities

Improve Your Vocabulary

It is almost impossible to have a polished, professional image with a poor vocabulary.  Attend classes on communication skills, have someone you trust critique pronunciation, diction, use of grammar, etc.  Use a thesaurus when you write.  Learn a new word a day.

Study Positive Role Models

When you meet someone you admire, study his or her style, speech, dress, and ideas.  Look for what you can use.

Fight the fear and project poise when confronted by persons who intimidate you.  Breathe, breathe, breathe...  Focus on your strengths.  Make your self-talk positive.  Recite affirmations.

Engage in Self-Assessment

Video and audiotape yourself. 

Listen to the message you leave on voice mail.

 

Ask for feedback from a mentor or someone you trust. 

Buy a full-length mirror and view yourself every day before leaving for work.

If you’re not the expert seek the advice of one. 

Learn what you need to know and don’t pretend to be someone you’re not.

Value and honor the expertise in others.

Observe what goes into persuasive presentations and adopt the tactics that feel right for you.

Safeguard Your Value/Power

Power and value are synonymous in business.  Our value (power) is realized by our competency when delivered by a self-control method.  When we choose to move away from self-control, the only thing that gets questioned is our competency.  Managers or supervisors that shout, berate, rant and rave, or demand lose power (value) within the organization.

The key to achieving self-management competency is establishing a strong sense of self-control.

Learn and use healthy boundaries.

Say what you mean and mean what you say.

Don’t react when you are too mad, too glad, or too sad.

Take note of how your emotions “act out.” 

Still learning,

Honey

Pave the Way to Quality Training

As you work to get your bearings with your training strategy answer these thought-provoking questions:

Does your bank have a route for each staff person to take to become trained on what they are expected to deliver? 
 
Do you protect your investments in the latest, razzle-dazzle products, phone systems, A/V equipment, software applications and updates with a training plan?

Have you added up all the expense that’s come with every new product you’ve added to the mix in the last seven years?  Brace yourself because it will be staggering.  Share those numbers bank wide so that everyone realizes the investment the bank has made to remain competitive. 

 

 

Review that list of newer products and inquire about the acceptance by both customers and your bankers. If your staff lacks confidence in a product or don’t know the features, benefits and advantages of a product they will remain mum on the subject.
 
Do you spend countless hours conducting due diligence on a potential acquisition or selecting a new core processor and then only the minimum on developing internal experts who can train the troops?
 
Are all the procedures in the bank written out and tested by users?  Don’t wait to train until this is done but do include this major undertaking in your training plan’s long term goals. You must create written, usable procedures for all major functions of the bank and name an overseer who acts as the gatekeeper to update and alert the troops when change occurs.  Written procedures are the core of consistency and continuity. 

Take the steps necessary to craft your training travel plan so that you can drive professional development right into the very heart of your bank’s culture.   As you map out your route stay alert for a few curves and occasional icy conditions. Pay the toll and pave the way with a standard of excellence so that quality steers the competence and confidence of your team.

Still learning,

Honey

Choose Learning as a Core Value

For starters, you must identify who “owns” training, that one individual responsible for leading the charge, organizing the effort, and, in some cases, implementing the training. 

Next, you will need to do the preliminaries: ascertain what is needed, visibly obtain the complete endorsement from the top of the bank and build a plan to get where you want to go!

Train the Trainer Boot Camp

Who should be the designated driver for training at the bank?  No question Human Resources acts as home base for training; it’s the conscience of professional development no matter what size your bank is or wants to become. Oversight for salaries, promotions, personnel files, job descriptions and performance evaluations belong to HR so that key area of the bank should be the fuel behind passion for training.  Depending on the size and structure of your bank, it may be time for Human Resources to launch a formal training department.

A community banker that has been there, done that is Randy Hesson, Vice President/Education Director, Cornerstone Bank in York, Nebraska.  Hesson says,

"I think the most critical piece in making training effective is having the endorsement of the man or woman at the top. Training took on a new meaning at our bank when our President said to our management team, ‘Our trainers are the messengers bringing my message that training is a must! It’s not the trainers message it’s my message.’ 

Another key piece to training effectiveness is determining who needs what.  Here’s what is working for us in that arena.  First, we have a 15 member Education Committee which meets monthly.  Each member takes responsibility for surveying one or more departments to identify training needs and report them to the Committee. Secondly, each employee is asked to complete a Training Profile form during the annual performance review. Input is expected both from the employee and the evaluating supervisor.”

It takes dedication and buy-in to keep training effective on target and current.  Plus, it takes perseverance to guard against complaining or other tactics intended to halt or stall when a strategy for training is in place.  No question training can easily be derailed due to mergers, staffing issues and other complications.  Yet the bank that takes on training like they are required to take on compliance, and like they should take on sales, will be insulated against training taking a back seat when things heat up. Choose to make learning a core value of the company and training will be embraced. 

Still learning, 

Honey

Bank Training & Professional Development

How did we ever get somewhere we hadn’t been before without Google Earth or a GPS?  Oh, I remember, we used a map -- those impossible to refold paper maps that had a scale so you could take a ruler and mark up your route and measure your distance.  Now that’s really dating me.  Even my plug in the cigarette lighter Garmin is old hat.  Today, my Smartphone acts as my guide, navigating me here and there.  I really like it when the navigator alerts me when there are tolls so I can be ready to fork over my quarters or dollars and pay the price to travel the best route.  

When it comes to training, set your sights on your destination, map out the route and pay the toll.  Clear a path for training to become a rock solid contributor to your culture, efficiencies and bottom line.

Want to learn all the ins and outs of training your bankers? 

Check out Honey's Train the Trainer Boot Camp

Everyone invested in your bank hopes that the staff – from top to bottom - is well-trained.  Are you using hope and luck as your strategies for making training a priority or do you enjoy the comfort that comes with needs assessment, goals and a plan?  I am sure you would agree you need to rely on more than hope when it comes to people knowing how to do their job so that the bank can build a well-earned reputation for excellence among customers, regulators, peer, investors and the community.

Let me ask you this, at times do you find yourself thinking we sure are lucky that we have people who know what to do and how to do it?  Certainly, being grateful for the talent and skills of the staff is admirable and a best practice when expressed. However, should the hope and luck strategies crash, you will be even more grateful you aren’t working in a hospital!  Why wouldn’t the bank want to take the same stance as a hospital or a well-run restaurant when it comes to training?  Training is about preventing problems, solving problems, enhancing confidence and building collective and individual intelligence.

It’s interesting that there is a mandate for a bank to have a disaster recovery plan but not a plan for training and developing the staff.  Maybe now is the time to issue that mandate and ensure training and professional development become a top priority at your bank.  How do you do that?  Where do you begin? 

 

Join me in my next blog for more training direction!

 

Still learning,

 

Honey