After completing the payment process, you will receive a confirmation e-mail with the instructions for viewing the training session, including how to access the online materials.

Live Session Only – $150*

Attend the live session with the opportunity to ask questions of the presenter. You also receive handouts prior to the program. All questions sent in during the live session will be addressed during the session or in writing to all participants. The Q & A document will be included in all post live purchases.

CD-ROM + Hardcopy Handouts + Q & A Document – $175

CD-ROM plus hardcopy handouts. Does not include live session.

Preferred Combo – $275 (you save $50!)

Otherwise known as “A Very Good Deal!” Includes all three options above. You have the live session experience, the On Demand Web Link so you can assign or share the program with as many people as you need to plus you have the CD ROM/hardcopy handouts to add to your in-house library! A very good deal!

*Additional Locations Join in the Live Session – $89 per location

Want your branches to participate? Facilities within your organization will be able to participate without the travel costs of coming to one location.

Janice Branch

Presented by Janice Branch. Is there another job in a financial institution under more scrutiny daily than the teller?  Everyday everything counts and is counted in the teller drawer.  Among the counted include success factors like accuracy, organization, procedures, accountability, and security just to name the top five.  But at the end of the day it’s about balancing.  The teller’s balancing record is tracked and monitored.

One of the most anxiety producing expectations a teller faces is balancing consistently. It’s not just luck when a teller balances; instead it’s all about best practices in action. Whether a teller balances or not depends on how well they follow specific procedures when handling cash, procedures and transactions. The ability to properly handle money and transactions is without question the key to mastering the balancing act.

Come learn from one of the nation’s leading teller training providers, InterAction Training. Highly seasoned and popular with her audience, presenter Janice Branch will lead you through the steps necessary to establish and maintain a consistent practice on how money is handled and transactions are processed to ensure balancing is the outcome.

What You Will Learn:

• • What to Always Do when Handling Cash
  • What to Never Do when Handling Cash
  • Good Judgment & Reasoning
  • Messy Tellers Have to Rely on Luck
  • Follow Procedure
  • The Pace of the Day
  • Avoid Outages
  • Prevent and Reduce Interruptions
  • Distractions Can Be Costly
  • Eliminate Transpositions

Pamela Grant

Presented by Pamela Grant. Ever find yourself frustrated that you think, maybe even know, you’ve made a bad hiring decision?  You have already discovered that!  Just because someone interviews well doesn’t mean they can perform the job well.  Interviewing mistakes are expensive and time consuming. Ultimately, they break down morale and erode the team environment.  Poor hiring decisions create dread and remorse and can have serious and unexpected consequences.  Learn from an expert how to master all the strategies needed for establishing excellent standards when it comes to interviewing.

Put an end to “buyer’s remorse” and start hiring the right talent.   Nationally recognized speaker and author, Pamela Grant will help you focus on what you must do as well as what to never do in an interview. You will explore best practices, mistakes to avoid and the right approach to assessing your candidates.

Become a Master Interviewer

• Advertise for the right skills
• What to look for when reviewing resumes
• Conducting the most productive interview
• Asking the best questions
• Reading the body language of the interviewee
• Involving the interviewee in the interview
• Reviewing the legal and illegal questions
• Making the best decisions in hiring

Alan Buhler

Presented by Alan Buhler.  One of the reasons you went into banking is so you wouldn’t have to sell – Right!  You are not alone.    This program will demonstrate how developing a sales culture is about helping both your organization, and your clients, achieve their financial goals.  However, if you want to help more, you’re going to have to sell more!  But to many, “sell” is a four-letter word!  So is the word “help”.  The fact is,   selling  is  helping  and  helping  is  selling, and today’s banker must adapt to the necessary changes that require selling to be a part of the banking industry. Implement these strategies and you will be able to sell more… and sell more easily.

Objectives:
Participants will…

• Understand that marketing and selling have a rightful place in today’s financial institutions.
• Understand the dynamics of “selling” interactions and the effects they have on “helping” your clients.
• Learn how to use Client Relationship Management (CRM)/Sales Force Automation (SFA) tools to develop a better understanding of your clients/prospects, and how to use that knowledge to attract new clients, gain numerous referrals, and effectively cross-sell additional products and services.

Dave McGuinn

Presented by Dave McGuinn.  Improve Your System:  Questions regarding the collection of past due box rent, drilling delinquent boxes, securing drilled and inventoried box contents, reporting abandoned property to our state authorities and many other legal and compliance issues have caused great concern and confusion for the safe deposit industry. At this workshop you will receive current information, step by step procedures and an in-depth explanation about how to handle these issues and how they impact on your financial institution and your safe deposit box renters.

Dave McGuinn, a nationally known expert in the area of safe deposit, will provide clear concise answers to complicated questions regarding your institution’s responsibility and potential liability. He will also identify and discuss various compliance issues relating to each legal topic.

What You Will Learn:

What would happen if all your unclaimed property was destroyed or disappeared?
When are drilled box contents reported to your Unclaimed Property Department?
Do you have any “Right of Offset” against a past due renter’s deposit account?
What seven past due fees should be collected from all delinquent box renters?
What does the Unclaimed Property Department do with these box contents?
Have there been any lawsuits caused by incorrect box drilling procedures?
How do you handle dangerous or illegal contents found in a drilled box?
Can you sell these box contents and recover your collection expenses?
Who must be present when a past due box is drilled in most states?
Can you report a past due box renter to a credit-reporting agency?
What careful wording should be used in a FINAL past due notice?
What should we do if money, guns or drugs are found in a box?

Honey Shelton

Presented by Honey Shelton. Consistently Communicating & Coaching.

A positive, real-world approach for delivering extraordinary results.

If you are a supervisor, if you need others to take direction from you in order to succeed, you will find this program of tremendous value.  Supervisors must master the art of juggling – staff, schedules, meetings, compliance concerns, goals that must be met, deadlines that won’t wait, on-going training needs, serving as a back-up for the employee that didn’t come in…the list goes on and on. We’ll discuss how to keep all the balls in the air without breaking a sweat.

This program will ramp up your leadership skills and address critical supervisory issues necessary to becoming an excellent manager.  Delivered in three-parts, the webinar will focus on the techniques and strategies you need in order to handle your job responsibilities successfully while at the same time increasing your personal effectiveness.

Part 1   Consistency

• Professional Maturity
• Reputation Management
• Garnering Support at Every Level
• Role Modeling

Part 2 Communicating

• What is Expected
• Soliciting & Providing Performance Feedback
• Resolving Conflict
• Encouraging Your Staff to be Self-Managed

Part 3 Spot-On Coaching

Janice Branch

Presented by Janice Branch.  You’re familiar with the term ‘knock their socks off.’ Come learn how to do it!  Anyone who works in a people-intensive job will agree the toughest part of the job is dealing with customers. From dealing with different personality styles, to conflict, to solving problems, to dealing with difficult people or sticky situations takes skill and practice. There’s no question that frontline employees affect customer satisfaction every day. In the current competitive climate within the financial industry, the only distinguishing factor from one institution to another is the people that touch the customer daily, either in person or over the phone. How well they interact with the customer can be the glue that keeps the customer loyal to the institution.

Set the bar high when it comes to the customer experience!  Learn the difference between having a philosophy and putting it into practice. This program is meant to help you learn the skills and techniques that will WOW the customer and turn them into raving fans.

What Will Be Covered

• Customer Satisfaction Factors
• Critical Customer Service Skills
• Why Quality is Important to the Customer, the Bank and YOU
• The Power of Choosing the Right Words at the Right Time
• Adopting a Customer Service Attitude
• Confirming Customer Satisfaction before They Leave the Institution

Who Should Attend

Everyone with customer contact and all those responsible for leading and training the frontline!

Honey Shelton

Presented by Honey Shelton. Do you feel like you are constantly pushing a boulder up a hill or swimming against the tide?  Do you feel like a prisoner to a non-stop flow of meetings, interruptions, emails and phone calls?  Do you find yourself looking up at the clock and wondering where the time went; realizing you didn’t get done what you intended?  If so, it’s time to learn the power of planning.

At the end of this three-part webinar, you’ll be able to:

Part One:  Take Charge of Your Time

• Develop planning habits that juggle competing priorities
• Minimize interruptions
• Stop procrastinating
• Identify personal time wasters
• Understand where your time is spent

Part Two:  Boundaries and Forecasting

• Critical goal setting techniques
• Learn the value and the difference between long term and short term planning
• Gain balance in your work, availability and time
• Keep your eye on the target

Part Three:  Put Power Tools to Work for You

Honey Shelton

Presented by Honey Shelton.  The Coaching Performance Success workshop uses an eight-step coaching approach.  It is designed to create a framework to ensure success for both the employee and the coach.

 Part I – Steps 1-4:  Thursday, January 19; 11 AM CST

Designed to build a broad understanding of what it means to effectively put the coaching process to work for you. Each one of the seven steps will be defined and expanded upon; you will quickly see how each one links to your personal success as a coach.  It will set the stage for why coaching skills are the key support tools managers bring to the workplace.

1. Introducing Coaching
2. Convey Expectations
3. Collaborate and Agree
4. Build a Performance Plan

This action packed, how-to webinar will explore why coaching skills are relevant and essential.  You will leave the program knowing what coaching is and when, where and how it is applied.  You will learn how to build positive, constructive relationships that result in a stronger commitment to improving performance.

What You Will Learn

You will learn how to apply proven coaching techniques that motivate and maximize performance. You will be exposed to practical tools and best practices used as you come to understand and personally build your skill to coach in all types of circumstances.

Pricing

After completing the payment process, you will receive a confirmation e-mail with the instructions for viewing the training session, including how to access the online materials.

LIVE EVENT + 30 DAY VIEWING – $150*

Each registration comes with one access to the live event and 30 days of unlimited access to the archived on-demand event.  All programs are recorded and the link is available the following day.You will receive an email with a new URL the day following the live event. You may view the recorded webinar at your convenience and as many times as you wish throughout the next 30 days.

Add the CD-ROM to your live event order for only $125 – savings of $50

Each webinar is recorded and available in a CD-ROM format.  This option includes the complete program, all materials and the follow-up Q&A paper.

Can’t attend the live event? PRE-order the CD-ROM – $175

This option includes the complete program, all materials and the follow-up Q&A paper.

*ADDITIONAL LOCATIONS JOIN IN THE LIVE SESSION – $89 PER LOCATION

Want your branches to participate? Facilities within your organization will be able to participate without the travel costs of coming to one location.

Honey Shelton

Presented by Honey Shelton and Janice Branch.  Get Unstuck from Sticky Employee Issues.

Are you ready to learn how to coach effectively?  Especially coaching those sticky issues you would love to find help with?  Help is here.  This is the first in a series of webinars where you

Janice Branch

will be coached on how to coach successfully.  Honey Shelton and Janice Branch, both highly experienced trainers/coaches have been teaching a method InterAction Training has coined, Coaching Choices, for many years.  This fast moving, 55-minute webinar consists of three coaching scenarios role played by Honey and Janice.  Participants in Coaching Choices training consistently rave about how helpful, practical and effective this training is for managers wanting to elevate their effectiveness in coaching others.

Chronically Tardy

You find yourself frustrated because in spite of you addressing this issue with your employee, she just can’t seem to get what “on time” means.  Learn how to use Coaching Choices to help the chronically tardy employee be accountable and responsible about getting to work on time.

Indifferent/No Energy

You’ve nudged this employee several times to show some initiative and appear receptive when dealing with others but nothing has budged him from a state of indifference.  Your employee seems morose a lot of the time, not a team player, little or no enthusiasm, not rude per se, but not friendly either.   Learn how to help this employee evaluate if what they are doing is helping them get what they want.

I’m Not Paid Enough

What do you do with the outspoken employee that doesn’t hesitate to speak up often and loudly that she doesn’t think she’s paid enough?  You could describe this person as an employee that does her job well, but never hesitates to complain about what she doesn’t like.   She doesn’t hesitate to crusade for her causes and has stepped over the line more than once speaking her mind.  Find out how to use positive confrontation with this veteran and work out a plan to rein in unwanted behaviors.