The Five Words That Strike Fear

By Joyce Goletz Heckman

Ed. Note: This training page is for the trainer...

The most fearful words to some bankers are: "You can train the staff." If you have little to no background in training, it seems like a formidable task. Once you receive this assignment, and choose to accept it, (if you have a choice!), your challenge is to find a way to make it a valuable and painless experience for your program participants, and a success in the eyes of administration, your compliance officers, and your examiners.

Here are some hints that can help make your training initiative a success.

Determine The Goals and The Requirements
Just assembling the information and passing it out is not a "quick fix." You'll first have to learn what the ultimate result has to be for the people you are going to train. Is there a change in procedures? And will there be resistance to that change? Overcoming the "We've never done it like that before" attitude may be one of your biggest challenges. The more familiar the staff is with the procedure, the more they will resist change. Work with some of your more experienced employees in deciding how to present these changes to make them more acceptable. If there is non-compliance with a process, perhaps the operational procedures need streamlining before you even start to train.

Get Management Involved
A critical factor is management's buy-in to the program. Some very lucky folks who are responsible to do the training may hear from management, "We support this program. Let us know what we can do." Don't make the mistake of not taking management up on their offer! Let management know in tangible terms how they can stand behind the effort.

For instance, include them in setting the objectives of the program. Write an introduction they can use to kick off the program, or get them to send individual memos to each participant personally. If possible, have them attend some of the programs, and close them with some remarks which will show their support of the training efforts. If there is a change in procedures, such as we will be expecting under the new account opening requirements of the PATRIOT Act, it is particularly important to have the visible support and participation of management, especially if it appears some of the required changes may cause customer problems.

Understand Your Participants
Professional trainers, as well as women who shop for clothes, know for a fact that one size does not fit all! Knowing your audience is important for successful training to be accomplished. It is close to impossible to mix administrators with front line when trying to accomplish compliance training such as will be necessary under the PATRIOT Act. Tailor your presentations to your attendees. For instance, don't assume your trust officers will understand suspicious activity reporting of transactions by the front line any more than you would expect your front line to understand false income reporting on a loan application being reportable on a SAR by your mortgage officers.

A benefit of understanding the audience is that you will be able to give the participants the skills and knowledge they need to perform effectively back on the job. The trainer and management must address early on what the staff will do differently after the program and how management will reinforce the transfer of learning from the classroom to the job.

Delivering The Program
Today, you have many choices for delivering a program, though some may be limited by lack of a budget. If possible, choose the method you are most comfortable with, and one that best fits the topic. Robbery training may be best illustrated through the use of videos or through role playing, while teaching Regulation CC may be better suited to overheads, repetitive questions, and the use of quizzes. Research the Internet and see if there are courses or aids that will assist you.

[Ed. Note: check out BankersOnline.com for help.]

If budget is a major factor, and your training is to be done strictly by lecture, or as a "leader-round table discussion meeting" type of training, there is even more reason to do your homework. Become thoroughly familiar with the subject before you attempt to impart this information to your co-workers. If the subject is complex, such as the PATRIOT Act training threatens to be, you might want to break the training into segments, with one person attacking each part, and so bring to the table several areas of expertise so that all can learn from each other. For instance one can take new account requirements, one OFAC requirements, one verification requirements, one special list requirements, etc. This will enable you to provide more in-depth training that will be necessary for all to learn.

Prepare, Prepare, Prepare
Your delivery and teaching will be directly proportional to the effort you put into preparing it. There are very few shortcuts to successful presentations. The least successful training is done by preparing a PowerPoint or using a video, turning off the lights, letting people watch the screen and then assuming you have trained them. It just isn't that easy! Only through discussion, interaction, the use of quizzes, and following up will your training be consistent and accurate.

One last hint - always have a dated, sign-in sheet (not a check off list) for everyone to record the fact that they attended the session, and keep the sheet with the outline of the training content. It could be important later on. Your examiners may require you to provide proof of training. This is an easy way to keep track of what you have accomplished. If you have had people who have managed to avoid any of the training sessions, you'll want to record that fact in your file, along with a copy of your memo to that person (or persons) that such training is mandatory according to the regulations, and you have recorded the fact that they have not attended. That too, could be important to your response to your examiners.

Good Luck!

Joyce is a Vice President and Training Officer with The Chase Manhattan Bank

Copyright © 2002 Bankers' Hotline. Originally appeared in Bankers' Hotline, Vol. 12, No. 9, 12/02