This is the most comprehensive series for branch leadership you will find.

The branch is the most important component of a successful and growing community bank.  The branch is where the customers come.  The branch is where the image and perception of the bank is built. 

The CSR's, Tellers, Personal Bankers, and the others on the branch floor are the bank to 85% of your customers!

As a branch leader you play a critical role in the overall success of the bank.  You set the tone for the branch team.  You create the energy level within the branch. 

This exciting and very practical webinar series will equip you will the essential structure, skills, and knowledge to create a dynamic team in your branch to achieve high performance.  All four of the webinars are designed to build a unified  understanding of the role of the branch leader. 

Each session has been designed as a separate unit.  So that you can attend them all or you can just attend the ones that you think will be the most helpful. 

What Will We Cover in Each Session?

Session I will help you understand the importance of your role, how to build a strong team, and three essential structures you need to be successful. 

Session II will build on that foundation and teach you essential steps to build great team members in your branch. 

Session III will teach you essential coaching process to coach your staff for high performance. 

Session IV will teach you the essential skills to solve any performance issue in your branch. 

You don’t want to miss this series!

Session I - Thursday April 3, 2008, 3-4:30 p.m. EST

The Importance of Your Role as a Leader, Building Your Team, Essential Branch Structure

1. The Importance of Your Role as a Leader

   1. What It Means to Be a Leader

      1. Why you are critical to staff success

      2. How you impact the branch staff

      3. What most tellers, CSRs, & personal bankers want and need

      4. The importance of achieving positive results

   2. Wearing many hats

      1. Balancing leadership and your personal goals

      2. Balancing leadership & getting tasks done

   3. How leaders think & act

      1. More than just following orders

      2. Taking initiative & ownership

      3. Taking personal responsibility

   4. Four essential responsibilities related to staff

      1. Clarifying expectations

      2. Helping people develop skills, knowledge, and beliefs for success

      3. Reinforcing right performance

      4. Correcting performance problems

2. Building Your Team

   1. Five key drivers for high octane team performance

      1. Accountability

      2. Communication

      3. Cooperation

      4. Problem solving

      5. Performance & process improvement

   2. Creating team focus

   3. Clarifying the destination

   4. Clarifying team expectations

   5. Creating a MAP for success (Measurements, Actions, Processes)

   6. Creating the CAR for success (Control, Accountability, Responsibility)

3. Essential Branch Structure

   1. Creating the focus structure

   2. Creating the feedback structure

   3. Creating the positive accountability structure

Session II - Thursday April 17, 2008, 3-4:30 p.m. EST

Developing Great Team Members

1. The Five Questions You Must Answer about Each Team Member

2. The Essential Eight Questions that everyone must be able to answer

3. Two Essential Skills to Teach

   1. Problem solving

   2. Decision making

4. The Importance of the Teller Role

   1. Most interaction with the customer is with tellers

   2. Tellers become the face of the bank to most customers

   3. Tellers have the greatest opportunity to see service & sales opportunities

5. Understanding Tellers and Their Need

   1. Characteristics of tellers

   2. Needs of tellers

6. Understanding Why Tellers Leave & Why They Stay

   1. Strategies for managing turnover

7. Key Drivers that a Teller Musts Master to be successful

   1. Customer interaction

   2. Transaction accuracy & timeliness

   3. Identifying needs & opportunities for products & services

8. The Importance of the CSR & Personal Banker role

   1. How they connect with the customer

   2. How they influence the customer

   3. The role of the CSR in your service & sales culture

9. The Role of the CSR/Personal Bankers in a Service & Sales Culture

   1. CSR/Personal Bankers are in position to gather a great deal of information about customers

   2. CSR/Personal Bankers are in the best position to create add-on sales

   3. CSR/Personal Bankers are in the best position to build personal relationships with the customers

10. Key Drivers that a CSR/Personal Banker Musts Master to be successful

    1. Customer interaction

    2. Cross selling and referral skills

    3. Problem solving skills & conflict management skills

11. Developing GREAT Staff

    1. A five step process to develop great tellers

    2. Get them Connected

    3. Relate to Them

    4. Clarify expectations

    5. Create positive accountability

    6. Train them
        

Session III  - Wednesday April 30, 2008, 3-4:30 p.m. EST

The Performance Coaching Process for Branch Leaders

1. Coaching Defined

2. Why Branch Leaders Don’t Coach

3. The Importance of Coaching

4. The Four Step Coaching Process

   1. Goal step

   2. Observation step

   3. Awareness step

   4. Alignment step

5. The Goal Step

   1. How to clarify core responsibilities

   2. How to clarify behavioral expectations

6. The Observation Step

   1. What to observe

   2. How to observe

   3. When to observe

7. The Awareness Step

   1. How to reinforce right performance

   2. How to discuss problem performance

8. The Alignment Step

   1. How to correct performance problems

Session IV - Thursday May 15, 2008, 3-4:30 p.m. EST

Essential Coaching & Leadership Skills & Techniques

1. Time Management As a Branch Leader

2. How to Delegate Effectively

3. Essential Communication Skills

   1. Asking Questions

   2. Listening

   3. Dialogue Planning Tree

   4. Speaking the Truth with Compassion

4. Problem Solving and Conflict Resolution

5. How to resolve any performance issue

BONUS!

The first 10 organizations we receive payment from will receive a FREE Copy of the webinar AND we will pay the shipping! 

All 4 of these Webinars have been approved for 1.5 HRCI Recertification Hours each.

To receive the 1.5 HRCI Recertification hours YOU MUST ATTEND THE LIVE Webinar. 

I have never attended a webinar.  What can I expect?

If you have never experience a webinar you will be amazed at the convenience and savings! 

*  No Travel Costs

*  Invest by the number of locations NOT by the number of participants!

*  You Don’t have to leave the office

*  Listen to experts share their time proven secrets

*  Watch as presenters share information on their computer screen

*  You can ask questions by typing them in the "Questions and Answer" box

*  Participate in live surveys during the webinar

*  EVEN IF you will not have access to a computer you can call in and listen to the audio

I Cannot Attend Any of the Webinars...

If you cannot attend any upcoming webinars that's ok!  Purchasing the webinar on DVD is as easy as registering below.  Once each session has been completed you will receive your DVD in the mail!  (Note: if you are signing up for HRCI Recertification hours you must attend the LIVE webinar.  For questions call (706) 795-3557 and ask to speak with Drew Brantley)

Do I Have To Attend All 4 Webinars?

No, You can attend as many or as few as you would like.  HOWEVER, the content will build each week and the greatest return on your investment will be from attending all 4 webinars.

Investment and Registration

The great thing about attending a webinar training session is that you DO NOT pay per person.  You invest based on the number of locations that will be calling and logging in to the webinar.  There is a base investment for the first location and then a REDUCED INVESTMENT for each additional location.

Example: Susan and 10 associates will view the webinar from the training room (1 location) at the home office in Atlanta by registering for $399.  The 2 satellite office's in Charlotte and Athens would register for $267.

(Note: You do NOT have to attend all 4 webinars to receive valuable information for effective branch leadership. For questions call (706) 795-3557 and ask to speak with Drew or John.)

You Can Register Below for the Complete Series or Individual Sessions.

To Purchase the DVD's from a session register below as if you were attending the LIVE webinar.  Once the session has been completed your DVD will be mailed to you.

If you do not have a credit card or if you would like to pay by check please call (706) 795-3557 to register, or email info@jtbcommunications.net.  

I am confident that this branch leadership series will help you and your bank begin performing at a higher level!