Open Week - Retail Leadership Zooms

This is a short week with lots of PTO. Use this week to engage with your teams and get to know them a little more. 

1. Icebreakers: Use the Icebreaker Ideas article in HelpU to select an icebreaker to do with your team.
   • Note: Feel free to share with your Regional Experience Managers (RXMs). We would love to hear success stories and ideas.
2. Retail Leadership Zoom: Wednesday 10:30 or 2:00 Please make plans to attend, a couple of the agenda items are listed below.
   • OneNote Coaching Form rollout.
   • Traci Gillbert is discussing the new Private Client Checking account. 

"Leading Client Loyalty" Huddle #1

Every month we are going to spend 1 week focused on a Leading Client Loyalty Huddle. This content is an important part of our culture and it is important that we continue to have these conversations. While some teams may have not had turnover and all associates have experienced this content, others are new to our teams and this will be the first time they are hearing it. Use your creativity to engage your teams and to make it fresh, approach it differently this time, and connect your team through the delivery of the content.

If you do not have the hard copy of the Leading Client Loyalty resources you can download and print them here. In particular you will need “It's Who You Are” and the “Leader's Guide”. Additionally you can find the Franklin Covey videos which will provide these guides and more.

Retail Coaching Form and Performance Development Plan

We are rolling out an updated coaching form and wanted to take a few minutes to talk about the key to gaining the most value from coaching and the difference it can make in both your personal life and your career growth. The key is coachability. 

Being Coachable

1. Show the video: Being Coachable.
2. Ask: What does it mean to be coachable?
3. Open the discussion and engage the team as you talk through each point below on what being coachable is:
   1. Being grateful that someone cares enough about you to push you to improve beyond where you would get on your own.
   2. Being vulnerable enough to know you're not perfect.
   3. Being open to honest feedback (even if it hurts).
   4. Working to actively change bad habits.

We all have times that it may be a struggle to truly be coachable; however we are the ones who gain the greatest impact if we are able to take steps in that direction.

Retail Coaching Form

1. Share the Retail Coaching Form and the Performance Development Plan (PDP) Conversation Guide.
2. Discuss both forms and the process:
   • The Retail Coaching Form is driven by the leader.
     • Updated this month to include all performance and recognition measurements.
     • No longer solely focused on observational coaching.
     • The manager meets with each associate to communicate progress, accomplishments, and WOWs, as well as areas that need growth.
   • The PDP Conversation Guide is driven by the associate. It is their opportunity to take control of their career and growth opportunities.
3. Ask: Why is monthly coaching important?
4. Discuss some of the reasons below:
   • Career Value for You - Gain valuable feedback on how to improve in your role. This can result in future growth opportunities
   • Lets You Know Where You Stand - Constructive feedback lets you know where you stand and better understand where focus is needed. Brings to light any areas of concern so they can be corrected.
   • Builds Trust - Strengthen relationships with manager. Open communication encourages collaboration and fresh ideas. Creates comfort to approach with challenges.
   • Promote a Positive Work Culture - Regular feedback and encouragement to meet career goals creates motivation and helps your environment to be more enjoyable.
5. Ask for feedback: How can we gain the most out of this monthly interaction?
6. Listen for ideas and insight.

Private Client Checking Account

This week’s focus is the new Private Banking Checking Account. While we are not able to open the account, it is important we understand the product and are able to discuss it with our clients and connect them to a Private Banker.

Create Interaction: Use the Product Knowledge Center article, Discussing Private Client Checking, to create an interactive game with your team. Use your creativity. The goal is to help everyone better understand the features and benefits of the product, how to identify opportunities, discover client needs, overcome objections and make a referral.
 

Also introduce your team to the PCC Retail Quick Reference Guide for additional resources and training.

"Empathy" Huddle #2

The next installment of Leading Client Loyalty is Demonstrating Empathy. Use your creativity to engage your teams and to make it fresh and approach it differently this time. Collaborate with your team to deliver this content.

1. Review Huddle #2 materials.
2. Practice Activity: Use the Expressing Empathy PDF as a guide to share real world examples and role play.

If you do not have the hard copy of the Leading Client Loyalty resources you can download and print them here. In particular you will need “It's Who You Are” and the “Leader's Guide”. Additionally you can find the Franklin Covey videos which will provide these guides and more.

Open Week - Retail Leadership Zooms

This is a short week with lots of PTO. Use this week to engage with your teams and get to know them a little more. This is also the week of the Retail Leadership Zoom Meetings. 

1. Icebreakers: Use the Icebreaker Ideas article in HelpU to select an icebreaker to do with your team.
   • Note: Feel free to share with your Regional Experience Managers (RXMs). We would love to hear success stories and ideas.
2. Retail Leadership Zoom: Wednesday 10:30 or 2:00 Please make plans to attend.
   • Transaction Risk and Fraud presentation on Fraud Prevention. Please plan to present the Fraud Prevention PowerPoint to your teams.
   • Note: Be sure to use the presenter notes found in the slide deck. If you choose to print the PowerPoint presentation, in Print > Settings click the Page Layout box to open a drop-down menu. Under Page Layout select Notes Page. Then click Print.
     

Building Deposit Relationships

1. Talk about your office Net New Account Goal
2. Celebrate Retail accomplishments from 2023.
   • Total of 3774 Net New Accounts for 2023. 
   • 107.8% of goal, or an average of 315 accounts per month.
   • 185 account increase over 2022. 
3. Ask: Why does it make a difference?
   • Did you know
     • Our average products per household is currently 1.84, which is below industry norms.
     • Across our footprint, 57% of our relationships are limited to a single account. 
   • How can we impact it?
     • Connecting – Client walk-in, friends, family, people we in the community – Refer Live is a great tool.
     • Building the Relationship - Getting to know our clients and understanding their needs.
     • Listening to clues as we connect with our clients.
     • Talking About Our Strength – When discussing deposits, associates should be comfortable with our “position of strength statement/comments”. Talking about a strong institution with over 128 years of history serving our communities can go a long way.
     • Outbound Calls – The list for the Building Deposit Relationships can be found on Growth Prospecting Opportunities Report. Sales Management updates this list quarterly to keep it fresh.
4. Resources: Take time to walk through the New Account Conversation Resources article on HelpU.
5. Be creative, ask questions, and create interaction.

Building Rapport Over The Phone

Download and send Building Rapport By Phone to the team for review in advance of the meeting. Have them come prepared to discuss and share their thoughts.

1. Discuss how these relate to connecting with our clients by phone, both inbound and outbound. Be creative, share examples, and add a little role play to the mix.
2. Ask associates to share examples of each of the 9 tips.

Make a Human Connection Huddle #3

This is the third Leading Client Loyalty Huddle, Making A Human Connection. Use your creativity to engage your teams and to make it fresh and approach it differently this time. Collaborate with your team to deliver this content.

If you do not have the hard copy of the Leading Client Loyalty resources you can download and print them here. In particular you will need “It's Who You Are” and the “Leader's Guide”. Additionally you can find the Franklin Covey videos which will provide these guides and more.

Understanding Our Differences

This week we are going to spend time getting to know ourselves and our teams a little better. 

1. Send you team the link below and have them take the test in advance of the weekly meeting. Ask them to bring their results to the meeting.
   https://www.16personalities.com/free-personality-test
   • The goal of the assessment is to help you better understand yourself and those around you. On the most basic level, knowing your personality type can help you answer the personal “why” question. You think a certain way and feel a certain way, but often it’s hard to understand why especially when other people aren’t thinking or feeling the same way. 
   • By understanding your personality, you also understand what your personality is not, and can start to see differences in those around you in a deeper way. You have a language to think about and talk about differences in what energizes you, how you make decisions, how you take in information, and more. If you’ve understood the concept of “self-awareness”, think of this as the next logical step – “others-awareness.”
2. Spend time sharing your results as a team. Use your creativity in how you discuss this. The results cover 5 basic categories.
   • Energy – How we respond and interact with others. Extroverted or Introverted
   • Mind – How we approach information and see the world. Intuitive or Observant
   • Nature – Decision making skills, how we mediate emotion. Thinking or Feeling
   • Tactics – How we organize and navigate work and planning. Judging or Perceiving
   • Identity – Assertive or Turbulent
   • The below link shows a breakdown of all 16 types grouped by similarities into 4 families.
     • Analysts
     • Diplomats
     • Sentinels
     • Explorers 
     • https://www.16personalities.com/personality-types
3. Ask the following questions:
   • What surprised you about your results?
   • What similarities do we have on the team?
   • What are the differences?
   • How does this impact our team?
   • How do we see these traits play out day to day?

Next week we are going to look at how to leverage our differences to impact our communication and connection on our teams.

Leveraging Different Perspectives

There are many things that make us who we are, in addition to our personality, there are generational, cultural and race differences all that impact the way we see the world and interact with those around us. These differences influence how we interact on a team and how we like to be managed.

Icebreaker Activity:

Print and use the Perspective Icebreaker handout to open your discussion on varying perspectives.

Discussion Activity:

Deliver this meeting as an interactive discussion.

1. Place each of the 7 ideas listed in the Ideas to Help Leverage Different Perspectives on Your Team on a piece of paper and place them around the room.
2. Have associates gather around 1 of the ideas and share a story or example of what this might look like on our team.
   • While this can be helpful to leaders it also applies to us all as we learn to work together as a team.

The Bottom Line for Now:
The wonderful thing about working with others is the diversity of ideas and perspectives that can potentially be developed to solve problems and seize opportunities. While disagreement might seem like conflict, it is fertile ground for creation. Embrace it and leverage the varying viewpoints for your organization’s benefit.
 

Marble and Batter Up Contest Rollout

April 1st is the kick-off for the new marble program as well as the Batter Up contest. Both of these programs are opportunities to reward and recognize our associates' performance. Use this meeting to introduce both programs.

Engage other associates in planning the fun. The goal is to create a atmosphere that is exciting and sets the tone for both opportunities.

Marble Refresh Rollout

As a leader you set the tone for the culture in your office. As we reintroduce the marbles it is important that we share what is in it for your associates and why it is being rolled out again. The Retail Advisory Council received feedback from our associates, and it was clear that the marble recognition program was not equally impactful in every region. These associates worked with their regions to create enhancements to the program that will increase its effectiveness.
 

The Refresh

• The Goal: To incorporate core values into marbles, create excitement and engagement with tangible reward options. Look for opportunities to enforce our values and engage the associates in recognition and celebration of success.
• The Values:
  • Do the right thing
  • Be committed to community
  • Build relationships and loyalty
  • Grow a career here
  • Embrace individuality and value others
  • Represent the star proudly
• Program Updates:
  • All 3 marble colors can be given for any of the above values. Colors are no longer assigned to specific categories.
  • Production is no longer a part of the program.
  • This is now a quarterly program. Marbles should be reset at the beginning of each quarter.
  • Associates wishing to nominate a peer for a marble must submit written documentation explaining why the associate has earned a marble.
    • Managers will make the determination to award the marble.
• Rewards:
  • A drawing for a $100 gift card will be held at the end of each quarter. 
    • RXMs are responsible for managing the cards and timely distribution to the winners in their region.
  • Once an associate achieves 5 marbles, their name is entered in the drawing. 
  • More entries can be earned for every 5 additional marbles achieved. (More marbles means more chances to win!)
  • RXMs are responsible for performing the drawings for their regions. 
  • The top 16 marble earning individuals will each receive a $25 gift card. 

Meeting To Do:

1. Share: Examples of what the culture elements look like in action can be found here. Download and share them with your teams.
2. Discuss this list and ask for examples your team has seen in the office in the last week.
   • Engage the team in identifying behaviors in each other.
3. Ask: What is in it for you? Review the reward opportunities with your team.
   • This change was made based on the concerns we heard from associates.
   • They are being given an opportunity for added recognition and earning gift cards.

Your leadership drives the success of this program. Ask for feedback and engage your team in identifying and celebrating the success and watching our values come to life every day in our client and associate interactions.

Batter Up Contest Rollout

Make copies of the handout provided here, to talk through with your team.

1. When: The contest runs from April 1st - June 28th.
2. Use your creativity and fun to present the Batter Up Contest. Here are a few ideas:
   • Play music (for example: "Take Me Out To The Ballgame")
   • Dress up (for example: wear hats or baseball jerseys)
   • Have fun ballpark snacks like peanuts or cracker jacks
3. Discuss:
   • The products that are in the line-up
   • What is our goal?
   • What is in it for me?
   • Details of what counts
4. Take questions: Engage the team in the discussion.

Keep in mind that it is up to you to create a fun engaging atmosphere where associates are excited to be part of the solution.
 

We all make a difference in the success of this program. 

Making Cents

This week our goal is to engage our team in understanding the Making Cents Product and talk about the added benefit to waive fees on their savings account. 
 

1. Prior to the meeting send the links below to your associates so they have time to read through and familiarize themselves with all of the resources available. Let them know that we are going to play a game. The more they are familiar with the resources and understand the product, the greater chance they have to win the game.
   • Making Cents (HelpU)
   • Making Cents FAQs
   • Making Cents (ccbg.com)
     
     Create a fun positive learning environment to allow for healthy competition. 
      
2. Use the information located on the linked pages above, as well as the limited time offer information located here, to create questions. 
   • Note: The Notice of Temporary Change in Terms Addendums are linked below. These MUST be provided to every client that participates in this offer.
     • Basic Savings Terms of Service Addendum
     • Everyday Savings Terms of Service Addendum
   • Making Cents is only available for VISA® consumer debit cards.
3. Play Divide into 2 teams. Have each team choose a team name and then compete against each other to see which team has the best understanding of this product. Have a prize for the winning team. (Even something small like candy)
4. Recap: Making Cents is a debit card round-up program that allows Capital City Bank clients to save without trying. Our clients can build savings without thinking about it, when enrolled in Making Cents. For each eligible debit card purchase made, the Making Cents feature rounds up the purchase amount to the next whole dollar and transfers the extra cents to the client’s designated Capital City Bank secondary account.
   • Benefits for Client:
     • Easy way to save, set it and forget it;
     • No more loose, bulky change laying around the house;
     • 12 month waiver offered on savings account through the end of 2024.
   • Great Prospects:
     • Every consumer client that has a CCB debit card
     • Clients wanting to increase savings for themselves or a child
   • Benefits for CCB:
     • Opportunity to expand relationships by cross-solving new service and savings account;
     • Increased debit card usage and interchange;
     • Potential to grow deposit by the funds being transferred and saved in the secondary account
5. Debrief and discuss strategies as a team. Ask the following:
   • How can we uncover opportunities to recommend this product?
   • How could this product bring value to our client?
     
      

Retail Leadership Zoom - Hiring and Onboarding

Wednesday 4/17/24 at 10:00 or 2:30

This is the week of the Retail Leadership Zoom Meetings. Please make plans to attend, as we will hear from HR on the topic of hiring and onboarding. 
 

Use this week for teambuilding activities.
 

Leading Client Loyalty Huddle #4 - Listen to Learn

Every month we are going to spend 1 week focused on a Leading Client Loyalty Huddle. This content is an important part of our culture and it is important that we continue to have these conversations. While some teams may have not had turnover and all associates have experienced this content, others are new to our teams and this will be the first time they are hearing it. Use your creativity to engage your teams and to make it fresh, approach it differently this time, engage your team in the delivery of the content.

If you do not have the hard copy of the Leading Client Loyalty resources you can download and print them here. For this huddle you will need the Practice Cards, PowerPoint, and Leader Guide for Huddle 4.

Elavon – Merchant Services

Please connect with your Elavon Rep in advance of your meeting. They can give you additional insight and, in many cases, they may choose to join you for this meeting. 
 

This week we are going to focus on product knowledge, building confidence in sharing this product and connecting clients with our partners.

Download and share the items below with your teams:

• Elavon and Capital City Bank (PowerPoint)
• $50 Blitz Crush Your Goals Referral
• Meet or Beat $1000

Ask for questions and experiences as you talk through the Best Practices sheet. As a team, share experiences and strategies.
 

Some appointment best practices Include:

• Calling your Elavon Rep while the business client is at your desk. Connecting them in the moment can help streamline the discussion and sales process.
• If you cannot connect them in the moment, once the client has agreed to speak to the Elavon rep, provide your client with the rep's name and cell number. Encourage them to take the call when it comes in.
• Let your client know that you will be calling them in a few days to see how their conversation with the Elavon rep went and to see if they have any additional questions or needs.
• Have your team take some time to familiarize themselves with the Merchant Services resources page on netinterest. 

Understanding Generational Differences

1. Ask: Why is it important for us to talk about the generations? 
   1. Discuss as a team.
   2. Say: For the first time in history there are four generations represented in the workplace. Each generation represents a unique set of experiences, values, and characteristics. These differences create potential for conflict particularly around communication and work ethic. However when we take time to get to know each other and appreciate the differences we are able to reap the benefits of those differences. These differences can become the greatest asset to our team by reflecting multiple opinions, perspectives and experiences we are better able to communicate with each other and our diverse client base.
2. Ask: Has everyone had the opportunity to take their IQ test? Please get it out.
   1. Say: Let's look at the results to see how generationally savvy we are.
      • Trainer Note: Take a moment to go over the results together as a group.
      • Answer Key:
        1. Boomer
        2. Gen Z
        3. Gen Y 
        4. Boomer
        5. Gen X
        6. Boomer
        7. Gen X
        8. Gen Z
        9. Gen X
        10. Gen Y
   2. Say: Based on the answers to the IQ test, what do we know about each generation?
      • Trainer Note: Refer to the Characteristics of Each Generation job aid as you discuss. 
3. Ask: How are the generations represented throughout the retail bank? (All retail associates in every office includes RXMs) Share the graphic  and statistics below. 
   
   • 13% Boomers
   • 25% Gen X
   • 40% Millennials (Gen Y)
   • 22% Gen Z
4. Say: You can see by these numbers how generationally diverse we are. This diversity has an impact in our communication not only with each other, but also with our clients. The goal is not to change other generations, it is to create a workplace that appreciates a variety of perspectives, styles, and opinions.

Challenge for the week:  

Lets work this week to understand our generational differences and the impact it has on our communication with each other and our clients. Look for ways to appreciate the things that make us different.

Leading Client Loyalty Huddle #5 - Responsibility

Every month we are going to spend 1 week focused on a Leading Client Loyalty Huddle. This content is an important part of our culture and it is important that we continue to have these conversations. While some teams may have not had turnover and all associates have experienced this content, others are new to our teams and this will be the first time they are hearing it. Use your creativity to engage your teams and to make it fresh, approach it differently this time, engage your team in the delivery of the content.

If you do not have the hard copy of the Leading Client Loyalty resources you can download and print them here. For this huddle you will need the Practice Cards, PowerPoint, and Leader Guide for Huddle 5.

Retail Leadership Zoom - Wire Transfers

This week’s retail leadership zoom is focused on wire transfers. 

Play a game of Wire Transfer Jeopardy with your teams to help familiarize them with this week's content! (Note: The link takes you to the SuperTeacherTools website and our game.)

• The game work's best if you divide into 2 teams and log in on separate computers. A code will be generated to allow both teams to connect. 
• Instant Jeopardy Review is designed for live play with up to 10 individuals or teams. 
• Teams choose a question, then try to give the best answer. 
• Scoring is built in for each team. 

Make it fun! - The goal is to create a fun environment to reinforce the content from the Zoom call.

Personal History Team Exercise

Purpose: To improve trust by giving team members an opportunity to demonstrate vulnerability in a low-risk way and to help team members understand one another at a fundamental level so that they can avoid making false attributions about behaviors and intentions.

Time Required: 15-25 Minutes

Instructions: Go around the room and have everyone answer 3 questions about themselves.

1. Where did you grow up?
2. How many siblings do you have and where do you fall in that order?
3. Please describe a unique or interesting challenge or experience from your childhood.

Debrief: Ask team members to share what they learned about one another that they didn't already know. This reinforces the purpose of the exercise and allows for a natural ending to the conversation. 

Next Steps: This is the first of many exercises that can be used to start the trust building process. Often, leaders will reveal interesting personal information that was otherwise not known. As leaders you must continue to work on building trust by taking the time to understand each person on your time and the unique background, values and perspectives they bring to the team.
 

This exercise originated from Patrick Lencioni's book, Overcoming the Five Dysfunctions of a Team: A Field Guide.
 

Grow Your Career

One of our core values is to "grow your career". While it is something we talk about often, we want to spend some time digging a little deeper into what that can look like for our teams. 

1. Ask: What is required of us to grow a career?
   • Possible answers could include
     • Confidence: To make connections and build relationships
     • Self-Reflection: Spend time evaluating yourself to gain a deeper understanding of your strengths, weaknesses, and passions
     • Be open: To constructive feedback
     • Engage: Find ways to add value and go the extra mile
   • What growing your career looks like in action:
     • Learning everything you can about areas of the company that interest you
     • Getting to know your fellow bankers to build your internal network
     • Raising your hand and asking for opportunity (NOT expecting promotions without putting in the work)
     • Asking for and being open to feedback (NOT being defensive)
     • Working to excel at the position you are in. (NOT settling for getting by or doing the minimum)
   • While these things are the tangible steps to growing our career, there is one critical thing that is necessary for us to take the first step. We must have confidence to ask questions and make connections in building relationships. There will be some aspects of growing are career that take time and are outside of our control, there are however things we can control.
2. Read: Have someone read the following quote from a recent Daily Discipline article.
   

   Today is the most important day of your life.

   Sometimes, your aspiration isn’t an external goal. Sometimes, your aspiration is simply to be a certain kind of person.

   
   A person who faces difficulty with grit.
   A person who handles criticism with grace.
   A person who meets success with gratitude.

   
   A person who turns fear into courage.
   A person who turns failure into wisdom.
   A person who turns average into excellence.

   
   You’re not always pursuing something tangible. You’re not always chasing an experience, either. Sometimes, you’re chasing an identity—a way of being.

   
   You’re fighting to figure out who you want to be, how to become that person, and how to be that person all the time.

   
   Discipline may not be your aspiration, but you might want to be a disciplined person. That may be the identity you want to build on the way to your ambitions.

   
   And if that’s what you’re pursuing right now, it’s a worthy pursuit.

   
   Brick by brick. Do the work.
    

    
3. Say:  Often we feel like things aren’t changing or progressing fast enough. If we can’t see tangible evidence of it, it can grow discouraging. While it is important and wonderful to aspire for progress in project/community goals, careers, promotions, and so on (which may not happen every day), it is equally important to aspire to be a certain kind of person (generous, kind, inclusive, a better listener, braver, smarter) – these are goals you can work toward daily.
   
   What sort of person are you working toward? You get to decide! 
    
4. Wrap Up: What is 1 thing you want to focus on this week to grow personally or professionally?

Leading  Client Loyalty Huddle #6 - Discover the Job to be Done

Every month we spend 1 week focused on a Leading Client Loyalty Huddle. This content is an important part of our culture and it is important that we continue to have these conversations. While some teams may have not had turnover and all associates have experienced this content, others are new to our teams and this will be the first time they are hearing it. Use your creativity to engage your teams and to make it fresh, approach it differently this time, engage your team in the delivery of the content.

If you do not have the hard copy of the Leading Client Loyalty resources you can download and print them here. For this huddle you will need the Practice Cards, PowerPoint, and Leader Guide for Huddle 6.

Retail Leadership Zoom - Fraud Focus

This month’s retail leadership zoom is focused on Fraud, due to the holiday the zoom will be held on June 27th. 

Discuss: Spend some time discussing fraud challenges with your team, and what you have recently noticed. Take this time to capture questions and concerns from your team that you can bring to our call on the 27th.

Debit Cards - Product Spotlight: Capital City Bank Visa® Debit Cards

This week our product spotlight is focused on the Visa debit card. Each tab below contains information highlighting the various features and benefits that come with having a CCB Visa® debit card. Use the provided questions and discussion guidance to have an educational and engaging meeting.

Facilitator Note: Make this discussion interactive. As you ask the group questions, have small prizes for correct answers.  

Product Scenario Board Game

This week we are playing a game with our teams. The goal is to test our knowledge and build our understanding of products and services while having fun as a team. 

Preparation:

1. Make sure you have dice on hand. (They are needed to play the game.)
2. Have a board or piece of paper and pen for tracking points.
3. Print the game board found here.

Instructions:

Make it fun and engaging, encouraging everyone to participate! Offer prizes for the winning associate or team.

1. Have the first player roll the die.
2. Move the corresponding number of squares.
3. Read the scenario on the square they have landed on. 
4. The associate/team has 45 seconds to correctly identify as many products or services that can be offered based on the scenario.
5. The player must correctly identify products and/or services that can be offered to clients based on the scenario.
6. Award the associate 1 point for each correctly identified product or service.
7. The turn has ended. Next player rolls the die and moves.
8. Repeat steps 3-6 for each associate/team playing, continuing to the end of the game board.
9. The associate/team with the most points at the end wins!

Fraud

the content used for this week's meeting focus was originally shared with Retail leadership during the Retail Leadership Zoom on 6/27/24. Take this opportunity to share the valuable information we received from Transactional Risk and Fraud Protection (TR&FP) with your teams.

Click here to download the PowerPoint. It includes note that walk you through leading this presentation with your team.

A video recording of the Zoom session is located in the J: drive > Lead Teller > CX Meeting 062624.

Make this interactive.

Ask the questions in the PowerPoint and engage the team around the video. This is great training and can add value to our teams' understanding of the many forms fraud can take and the impacts it can have on our clients and the bank.

Crucial Conversations - Start with the Heart

This week's Retail Leadership Zoom is focused on Crucial Conversations. For the meeting this week, bring this content back to your teams so they can master these skills as well.

This week's focus topic is Start with the Heart.

• Say: The outcomes of your crucial conversations are largely determined by what you do before you even open your mouth. To hold a successful Crucial Conversation, we need to start with the heart.
  • Ask: What does it mean to start with the heart?
• Say: By “heart” we mean intent or motive. The first thing that degrades in a crucial conversation isn't our behavior but our motives. We can quickly go from wanting to learn and understand to wanting to win, be right, and defend ourselves – and we usually don't even notice the change. Eventually, what we are thinking, feeling, and wanting will impact the the conversation. 
  
  In other words, motives influence behavior. Get your motives right and better dialogue will follow.
  
  
  • Ask: So how do you start with the heart?
• Say: To start with the heart, you'll want to do 3 things:
  1. Get clear on what your motives are.
  2. Improve them if necessary.
  3. Make sure others understand them.
     
     Once you have established good intent, it is important to convey it. Thus, “start with the heart” means to address your motives first. Then make sure they are visible to others.
      
• To help us dig a little a little a little deeper watch this video with your team. It shows us what it means to start with the heart and clearly communicate.
  • Ask for examples. What does starting with the heart look like in action?
• Wrap Up: Success in crucial conversations starts with YOU, and it starts with the heart. Remember to first look inward to establish good intent, and then verbally share your good intent. Only then can you begin to dialogue and get better results in crucial moments.
  • Ask: How can these skills add value to our team?

Leading Client Loyalty #7 - Strengthen the Relationship

Every month we are going to spend 1 week focused on a Leading Client Loyalty Huddle. This content is an important part of our culture and it is important that we continue to have these conversations. While some teams may have not had turnover and all associates have experienced this content, others are new to our teams and this will be the first time they are hearing it. Use your creativity to engage your teams and to make it fresh, approach it differently this time, engage your team in the delivery of the content.

If you do not have the hard copy of the Leading Client Loyalty resources you can download and print them here. For this huddle you will need the Practice Cards, PowerPoint, and Leader Guide for Huddle 7.

Product Spotlight: Credit Cards

This week is a product focus on credit cards. Use the Credit Card Jeopardy PowerPoint to present the content in a fun, interactive way. By dividing into teams and keeping score you can use this as an opportunity to enhance and encourage teamwork in your office. Bring prizes to help create excitement and healthy competition. 

The game is designed to be played like Jeopardy, with all the answers contained in the PowerPoint. In it there are sections specifically created to challenge each team to overcome client objections. This is a great opportunity to discuss these challenges as a team, especially if someone is struggling with an answer. Make it a fun way to expand our knowledge and understanding of the available products.  

The links below are the source materials used to create the game. Please print and give them out after the game to provide a resource  on hand when assisting future clients. 

• Elan July 2024 Meeting Guide
• Overcoming Objections: Business
• Overcoming Objections: Consumer

This week our focus is on Regulation E (Reg E): Opt-in (Bounce Protection). The goal is to create a fun interactive way to build knowledge and practice having the conversations with our clients. This is a great opportunity to talk about the importance of having conversations about Bounce Protection with clients.

1. Things you will need:
   • A timer
   • A way to play music and stop it when the timer ends
   • Prizes for the winner(s)
2. Set Up: Arrange chairs in the center of the room/teller line. (Note: Place them back-to-back so the group can walk around the chairs safely.) Start with 1 less chair than the number of people playing.
3. The Rules: Explain the rules.
   1. Everyone walks around the chairs the music is playing. When the music stops  everyone quickly finds a chair and sits down. There should be 1 less chair than the number of players. Whoever is left standing without a chair must answer a question about Reg E. 
   2. If they answer correctly, they remain in the game. 
   3. If they get it wrong or cannot answer, they are out of the game and become an observer or timekeeper.
4. Begin playing using the attached Reg E Musical Chairs Questions. (Note: Feel free to add to the questions by using the Regulation E resources in HelpU. 
   • Regulation E
   • Regulation E: Opt-in Procedures
   • Bounce Protection
   • Bounce Protection Qualifications
   • Creating a Centrix Dispute
   • Reg E Opt-in Disclosure
   • Bounce Protection Status Codes
   • Transactions Covered by Bounce Protection

Leading Client Loyalty Huddle #8 - Generosity

Every month we are going to spend 1 week focused on a Leading Client Loyalty Huddle. This content is an important part of our culture and it is important that we continue to have these conversations. While some teams may have not had turnover and all associates have experienced this content, others are new to our teams and this will be the first time they are hearing it. Use your creativity to engage your teams and to make it fresh, approach it differently this time, engage your team in the delivery of the content.

If you do not have the hard copy of the Leading Client Loyalty resources you can download and print them here. For this huddle you will need the Practice Cards, PowerPoint, and Leader Guide for Huddle 8.

Retail Leadership Zoom - Crucial Conversations

Today's focus lays the foundation for a discussion on crucial conversations, why they matter and how to master effective communication with CPR. 

1. Play this video for your team.
2. Ask your team the following questions:
   1. What are the 3 elements that make a conversation crucial?
      
      • Response: What makes each of these conversations crucial – and not simply challenging, frustrating, or annoying – is that the results could have a huge impact on the quality of your life.
   2. What are some examples of typical crucial conversations?
      1. Here are a few examples:
         • Ending a relationship
         • Asking a friend to repay a loan
         • Giving the boss feedback about her behavior
         • Critiquing a colleague's work
         • Dealing with a rebellious team
         • Talking to a team member who isn't keeping commitments
      2. Response: We all face interactions daily in both out personal and work life.
   3. How do we typically handle crucial conversations?
      • Possible answers:
        • We avoid them – We go silent.
        • We can face them and handle them poorly – Go into attack mode.
        • We can face them and handle them well.
3. Say: Let's look at a skill that will help you unbundle complex problems and choose the conversation that will get you unstuck.
   • There are 3 levels of a crucial conversation you can hold. They can be remembered with the handy acronym CPR.
     • Content: The immediate pain or problem. If this is the first time something has happened, it's likely a “content” level crucial conversation, or if you choose to address 1 episode among many, you would be address the “content”.
     • Pattern: In many situations the issue isn't about what just happened. It's that this issue is a reoccurring problem; it's happened before.
     • Relationship: This is when the conversation isn't about what just happened or that it's happened numerous times. It's when you're facing a fundamental relationship concern – one of trust, competence, or respect.
4. Practice: Below is an example to help you put CPR into practice.
   1. Read the scenario below:
      • Your boss has grown accustomed to asking you to produce complex reports for her. She's not asking you because it's part of your job but because you have some background in databases and know how to work with your system, To make matters worse, it's often a last-minute request that takes you away from other priorities. She's just asked for a “special” last-minute report that is very time consuming to produce. Not only is it tough for your to produce, she's requiring it by 3:00 p.m. today, (a time frame that is way too condensed). To top it off, you don't believe it will provide her with the information she really needs. But she's your boss, and if she want's it, she should get it – right? 
   2. Let's take a look at the content, pattern, and relationship issues in this situation:
      1. Content:
         • The report is useless
         • Today's request was last-minute
      2. Pattern:
         • It's always a last-minute request
         • Your manager consistently demands unrealistic time frames
      3. Relationship
         • It doesn't seem that your manager values your other work
         • You don't feel comfortable speaking up to your manager
5. Say: Knowing which of these issues is the right conversation all depends on what you really want. If you only address today's episode you'll have taken care of that 1 concern, but it's likely to happen again. If you address the pattern you may solve some of the issues with the requests themselves, but you still have an underlying concern about communicating with your manager. If your main goal is to have a good working relationship with your manager, at some point you may need to have the “relationship” conversation about feeling devalued and unsafe to speak up.
6. Make it real world: Ask someone to share a real world situation where they had a crucial conversation or where 1 was needed. Apply the CPR skill and talk through it as a team.
7. Discussion wrap-up: 
   1. Share the handout which you can download here.
   2. Have each person read a tip and discuss take-aways and next steps.
   3. Ask: How do we put this into practice?

Client Experience Lessons of Taxi Terry

1. Play the 6-minute clip of Scott McKain sharing his story of Taxi Terry.
2. Ask: What are some things you noticed in this story that made Taxi Terry different from other cab drivers?
   1. He created a memorable experience that caused people to want to come back to his cab.
   2. He set high expectations by starting with the question, “Are you ready for the best cab ride of your life?”. Then he exceeded expectations.
3. Create discussion on the team, share the points below and then challenge your team to share ways that we can create memorable experiences for our clients.
   • Delivering what helps the client helps you.
   • Clients are people, personalize their experiences.
   • Think logically, creatively, and consistently.
   • Make the client the star of your show.
   • Help your clients come back for more.
   • Creating joy for your client will make your work, and life, more joyful.
4. Ask: How can we create a memorable experience for our clients? Share ideas and challenge the team to find 1 thing then can contribute this week to make a difference in your office.

What can you do to make a difference?

Open Week

This  week is your week to focus on the specific needs of your office. Bring your own fun, focus on engaging topics to help connect your team. Feel free to use it as an opportunity to strengthen relationships, team build, and get to know each other a little bit more.

If you are looking for fun unique team building activities head over to Museum Hack for a list of 18 Getting to Know You Activities  that will help you build the relationships among your teams. 

We would love to hear from you! If you find a particular building activity that works well on your team, feel free to send an e-mail to Tracie Egert. This allows us to share your experience with other teams and chose the most valuable activities to use again in future meetings.

Learning Week

1. Ask: What is Learning Week?
   1. Say: This quarterly event is a reminder that your personal professional development is a priority. Associates are encouraged dedicate one-hour to learning something new. Star University highlights the best content from the online catalog and collaborates with business partners to provide engaging virtual sessions on high-demand topics. 
2. When is it? 
   1. Next week, the week of September 16th,
3. Ask: Has anyone attended classes in the past? What classes have you taken?
   1. Have an associate or 2 share their experiences and what value they gained from them.
4. Discuss: Talk about class type options. – Choose the style and format that works the best for you.
   1. Complete self-paced learning. This can be a book, online class from StarU Online, or a podcast. Look for Featured and Suggested playlists on your Learner Home in StarU Online or search the catalog to find courses and subjects of interest to you. 
   2. Attend a virtual instructor led session. Unique topics and sessions are designed specifically for Learning Week. Visit the StarU online events calendar to view a full list and register for available sessions.
      • Coming Soon! - Once the class schedule has been rolled out by StarU it will be linked here for you to print out and share with your office.
5. Ask: Why should you participate? What is in it for you?
   1. Share: 3 Good reasons to Participate:
      1. Grow your career. Use this time to think big – develop a new skill, explore a new perspective, get advice, learn best practices and tips.
      2. Earn hours towards your Take It to 10 Professional Development Hours. Every course in the catalog, all virtual sessions and external training entered counts toward your goal.
      3. You could win a prize. For Q3 2024, Star University is giving away 4 $50 gift cards to associates that participate in Learning Week. We will select (2) associates who complete at least 1 online course in StarU Online; and (2) associates who attend at least 1 virtual instructor-led session. Winners will be drawn randomly. One entry per associate in each category. Maximum 1 award per associate. External training submissions are excluded from this contest.

Discuss the Learning Week schedule, and the courses associates wish to take, as a team. Coordinate your schedules to make it possible for as many associates as feasible to attend.

Crucial Conversations: Mastering My Stories

1. Say: As we begin mastering the art of having crucial conversations 1 of the principles we must understand is that out emotions and feelings are not created because of what other people are doing or saying but rather by the story we tell ourselves about what they are doing or saying.
2. Share the Path to Action Model below, either on a flip chart or by handout. 
   
   • As you can see, emotions, thoughts, and experiences lead to actions. 
3. Say: Facts are things we can see and hear; things that we can measure. Stories are assumptions, conclusions we make from the facts. Separate fact from story by focusing on observable behavior.
   • We tell ourselves a story which creates an emotion which then drives our action. 
   • The following example helps us see the things we tell ourselves versus the facts. 
     
      
   • The “possibilities” are observable facts.
4. Share: Take a few minutes to share examples of the stories you have told yourself versus the observable facts. 
5. Discuss the tips pictured below as a team to wrap up.
   

Retail Leadership Zoom:  

Please make plans to attend.

Wednesday 9/25/24 10:30 or 2:00

Leading Client Loyalty Huddle #9 - Share Insights Openly and Surprise with Unexpected Extras

Every month we are going to spend 1 week focused on a Leading Client Loyalty Huddle. This content is an important part of our culture and it is important that we continue to have these conversations. While some teams may have not had turnover and all associates have experienced this content, others are new to our teams and this will be the first time they are hearing it. Use your creativity to engage your teams and to make it fresh, approach it differently this time, engage your team in the delivery of the content.

If you do not have the hard copy of the Leading Client Loyalty resources you can download and print them here. For this huddle you will need the Practice Cards, PowerPoint, and Leader Guide for Huddle 9.

• Please Note the class materials and videos for Leading Client Loyalty are all hosted on the Franklin Covey website. If the videos do not load or you have trouble accessing the website, please reach out to the Help Desk at ext. 397400. It may just be a bandwidth issue. 

Celebrating Teller and Client Service Appreciation Week

A Week of Celebrating Our Teams

The week's meeting guide is structured a little bit differently than usual. Our Wake-Up Wednesday team has created a daily focus for each day, along with tools to help us deliver a week of fun, engagement, and appreciation to our teams. You can choose to select 1 (or maybe even all) of the optional resources that were created for the different daily topics, or if you are the creative type and prefer to come up with your own resources and activities geared towards your team, feel free to put your own fun spin on the day! The goal of the guidance in the table below is to help spark your ideas as you personalize a great experience for your team.

Take a moment and thank your Wake-Up Wednesday team for the time and effort they put in to create the resources in the table above that are sure to help make this week fun and engaging. 

Team Building – Open Week

Monday, October 14th is Columbus Day, the bank will be closed. Due to this being a shortened week, it will be left open for you to focus on addressing your team's needs and adding your own focus.

 If you are looking for a way to bring the team together and want some fun team building ideas, feel free to use the Ice Breaker Games list.

Leading Client Loyalty #10 - Surprise with Unexpected Extras

Every month we are going to spend 1 week focused on a Leading Client Loyalty Huddle. This content is an important part of our culture and it is important that we continue to have these conversations. While some teams may have not had turnover and all associates have experienced this content, others are new to our teams and this will be the first time they are hearing it. Use your creativity to engage your teams and to make it fresh, approach it differently this time, engage your team in the delivery of the content.

If you do not have the hard copy of the Leading Client Loyalty resources you can download and print them here. For this huddle you will need the Practice Cards, PowerPoint, and Leader Guide for Huddle 10.

Note: Franklin Covey has removed the audio story for this week's Leading Client Loyalty. Please download and read The Pizza Shop story with your team.

👻 Fall Celebration Week 💀

The Wake-up Wednesday Team has created a week of fun filled daily themes and activities to help add a little pumpkin spice to your week. 

• You can download the Fall Celebration Week flyer here. Feel free to print and hang it in your office before 10/28 to give your team a chance to prep for the activities ahead!

This is a great opportunity to bring the team together with a week of activities and dress up day options. Feel free to add your own festive flair. We have included a schedule of events that you are welcome to use for your team. The goal is to make it fun and engaging. 

1. Do: 
   1. Create a fun and festive atmosphere in your office.
   2. Include your clients in the fun!
   3. Use your creativity. 
   4. Capture photos/videos of the fun that can be shared with other offices!
2. In the table below you will find an assortment of activities, including coloring pages, word searches, and crossword puzzles. Use your favorites or create your own! 
   • Additional suggestions include:
     • A pumpkin decorating contest
     • A scarecrow contest
     • Pick a theme and decorate your office

Activity	Printables
Coloring Pages Print up extras for associates and clients!	Witch's Hat Fall Y'all! Candy Corn Boo! Spooky Happy Halloween
Games Some additional game suggestions would be I Spy/Hidden Object printables or Scavenger Hunts	Halloween Word Scramble Scary Movies Word Search Halloween Word Search Halloween Crossword 90's Music Trivia 80's Movie Trivia Halloween Fact or Fiction Halloween Mad Libs
Certificate	Best Pumpkin Award

Fraud and Endorsements

This week the focus is on Endorsements and how important they are to protecting our clients, and the bank, from fraudsters. Using the the materials Transactional Risk and Fraud Protection's (TR&FP) presentation in our October Retail Leadership Zoom, share this information with your teams. Please take time to prepare and make it your own so that it becomes engaging and a valuable resource for your team.

Below are links to the full PowerPoint presentation and the presentation script. You can use either 1, or both if you prefer, to aid you in sharing this week's focus topic.

• Endorsements PowerPoint
• Endorsements Script

Team Building

This week is a shortened week due to the holiday. Feel free to use this week and add your own focus. If you are looking for a way to bring the team together and want some fun team building ideas, feel free to use the Icebreaker Games handout.

Leading Client Loyalty Huddle 11 - Your Loyalty Legacy

This is the last Leading Client Loyalty Huddle make it fun and impactful!

• Note: We will not be regularly revisiting this content as a part of our weekly agendas. 

This content is an important part of our culture and it is important that we continue to have these conversations. While some teams may have not had turnover and all associates have experienced this content, others are new to our teams and this will be the first time they are hearing it. Use your creativity to engage your teams and to make it fresh, approach it differently this time, engage your team in the delivery of the content.

If you do not have the hard copy of the Leading Client Loyalty resources you can download and print them here. For this huddle you will need the Practice Cards, PowerPoint, and Leader Guide for Huddle 11.

Coming Soon, another fun filled week sponsored by your Wake-Up Wednesday team!