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

Hot Tips for Training Others at Your Bank

Take Control of the Training Room Right Away

If you are committed to being effective at training others at your bank or credit union, here are few hot tips for you.  Whether you are training one person or fifty, lay the ground rules in your training environment first thing.  Solicit input from attendees about what they think are best practices that make for an excellent training environment.  Post the results on a flip chart or whiteboard for everyone to see throughout the training event.

Here is a starter list...keep the to about ten or so.

1.   Cell phones off or on vibrate.
2.   Check messages at breaks.
3.   No texting during class.
4.   Participate willingly.
5.   Be on time for class and when breaks are done.
6.   Answer questions.
7.   Have fun. 

Learn more about excelling at trainer bankers

Click on TRAIN THE TRAINER BOOT CAMP 

Stay Tuned to What You See

Be observant and respond to what you see by taking action that keeps the trainee's interested. Watch for signs they aren't "getting it" or, they need a break.

Behaviors	What It May Mean
Smiling Nodding affirmatively Leaning forward Making eye contact	Enthusiasm, Interest, Understanding
Yawning Vacant stare Shuffling feet Leaning back in chair Looking at clock	Boredom, We need a Break, Get Me Out of Here!
Frowning Scratching head Pursing lips Vacant stare Avoiding eye contact	Confusion, I'm lost, I need help

  

Still learning,

Honey

Training on the Frontline

Interest is high on delivering training that sticks for those deployed on the frontline – tellers and new account reps working in the branching network of financial institutions.  That interest really soars when a frontline employee makes a mistake or is out of balance or handled a transaction that resulted in an unrecoverable outage.   And should a con artist get by the new account screening process at a bank and start scamming the company the alarm for training will be triggered.

Train the Trainer Boot Camp

(designed exclusively for trainers in financial institutions)

we explore best practices on

planning, designing and implementing training that works

April 15-17, 2013

Houston, TX

Here are a few tips on how to you teach tellers and new account representatives to excel on the job.     It starts with a planned approach that dovetails with your culture, policies, procedures and technological how-to.

Culture – Frontline training must include expectations and standards on how you are to treat the customer and co-workers.  The company’s values, mission, vision and corporate goals have to be a part of this curriculum.  Familiarization training on who’s who, the history of the company, the history of the branch where your trainee will work are just a few of the key subjects that must be covered.
Policies – Distinguish between policy and procedure.  Help the frontline understand the purpose and reasoning for the company’s policies that directly impact them.  How does the frontline access answers to policy questions?  On your Intranet?  In a 500-page manual that only the compliance officer can navigate through?  The frontline has to be trained on effective dialog with customers when following policy that a customer can find objection with or be offended by.
Procedures – All procedures need to be in writing and tested by a user before implementing them.  Well thought-out, consistent procedures are the glue to making training stick with the frontline.  Integrate flow charts, checklists and screen shots along with quick reference guides and a glossary into procedure training for the frontline.
Technological How To – With hands on the keyboard, eyes on the monitor, and plenty of practice, people will learn to use all the systems, applications and software programs they need to become competent with on the frontline.

If you are looking for training solutions or want to elevate the effectiveness of training at your financial institution click here Train the Trainer Boot Camp or email me, honey@interaction-training.com.


Still learning,

Honey

Money Matters for the Teller!

There are many key disciplines when it comes to handling money.  Here are just a few...

All currency in the teller’s possession should be face-up, appear orderly and stored neatly.

When purchasing currency, the teller should verify the purchase immediately turn the strap or replace it with a new strap, stamp the strap with his or her teller stamp, and initial it.  All strapped currency in the possession of a teller should have the purchasing teller's initials and dated teller stamp on the up side of the strap. In order to prevent misuse, it is important all used currency straps be torn in two.

The teller's cash handling responsibilities begin anew daily.  Starting with the moment the teller takes possession of the cash and right up to the point the money is returned to safekeeping at the end of the day.  A best practice is for the teller to start the day counting and recording the cash drawer validating the drawer is intact. 

If interrupted during counting, stop and start again.  It's better to take the extra minute than to shortchange or overpay someone.

Avoid making unnecessary conversation when counting cash or preparing a cashier’s check.  Discipline is important to avoid being distracted during the counting steps.

Ask customers to count large amounts of cash before they leave the window. As an added precaution, follow procedures for having customers sign for large amounts of cash, to indicate receipt of the money.

Handling currency and coin in a consistent and professional manner assures the work is simplified and the chance of error is reduced. Equally important, tellers develop the skill to concentrate on both the transaction and the customer.

Ace all audits by following proper procedures and being consistent.  Email me, honey@interaction-training.com for your free copy of the Audit Checklist for Tellers.

Still learning,

Honey

Customer Service Reality Check

Have you ever noticed that some things seem so clear from the outside, yet from within, things become cloudy and confused? We often see this in politics, when we accuse—often with good reason—elected officials for being “out of touch with reality”. What seems like common sense to us just doesn't seem to filter into that bubble.

Bad customer service is almost ALWAYS a result of being out of touch with customer reality. It's really quite simple; and perhaps even too simple to grasp, since we're often in search of complicated answers to complicated problems.  Here's the insight to memorize:

Customers like to be treated

like they matter to you!

Do have an automated recording telling customers that their call is important to you—so important that you keep telling them this over and over that by the time they reach 10 minutes on hold, it actually becomes insulting for them to be told that they're important—when they obviously aren't?

Is your team trained to actually listen and find out what the problem is and what solution the customer would like, before they try and “resolve the situation”?  Learn how to provide training that will make a difference with my Training That Sticks workshop that is now available on CD-ROM.

Do you have a checklist of all of the things that you personally loathe about customer service?  Become committed to behaviors that ensure you excel at customer service and become very focused on the behaviors you want to eradicate from the workplace.  Send me your list of each one!

Still learning,

Honey