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Newsletter                                                          March 24, 2020

Training Remote Learners

We hope that everyone is managing "the new normal" as best as possible. 

There are an increasing number of articles online about how to train remote learners. Read as many as you can. Implement those practices that make sense for your financial institution. Some will work better than others.


I had a good conversation with one of our clients last week. She is a trainer and is responsible for training new hires on their system, but the employees aren't able to attend face-to-face teller training.

She and I were talking about ways to continue to provide training to new hires that aren't able to travel to training. In this newsletter, I'll share some of those tips with you. I hope you find these beneficial. Let me know what you think. 

Please feel free to forward these tips to any colleagues or peers that would benefit from our newsletters. Even better, subscribe here. 

Take care of yourselves, your family, your work family, and your customers/members.

Paul and Liz

Tip #1: Enlist Help


One of the first steps we talked about was to identify one person at the branch (or department) who can certify that the new employee can complete a specific task. This person can be a head teller, manager, or even a peer that would serve as a good role model. This person would need to be given instruction on what you expect the new hire to do and how to provide that instruction. Let's say this person is a head teller.

The head teller would have a list of transactions that a new hire would need to complete. Make sure the procedures that the head teller shows are in line with what you would teach in training. After job shadowing, the head teller would have the new hire "teach" the transaction back to the head teller. Then the new hire would perform the transaction. Once the employee can complete the transaction correctly, the head teller will sign off on that transaction. If it's more appropriate (and if it's possible), this shadowing and demonstrating can be out of sight of your accountholders. 

What ends up happening is the new employee learns correctly and the head teller becomes more proficient at training. 

Tip #2: Webcam Teachback


This is a similar approach to  the first tip. However, the new employee would call (or video conference) the trainer and walk the trainer through the transaction.

Tip #3: Scavenger Hunt


Ask your new hire to find out where your financial institution's rate sheets are located. What about the minimum opening deposit on your Platinum Checking account? By having your new hires find the information themselves, they become the owner of their own learning.

 

Tip #4: Record Training


Record your new hire training. Make it available for your new hires. Another idea we shared was to record the transaction procedures. A great tool for doing this is called Camtasia, by Techsmith. It will record your computer screen as you process the transaction, including the option of recording your voice as well as your webcam. You can add call outs, reminding the user of any important tips along the way.

The end result is a virtual demonstration of a specific procedure. The video, combined with your written procedures, can help your new hires when you're not there with them. It can also improve consistency among branches and departments.

 

What other tips do you have? Send us your tips at training@pinnstrat.com and we can share those with others.


As always, we are here for you. What questions or concerns do you have about training, leading, communication, etc.? Let us know how we can help.

Paul and Liz
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