In this episode of Training Matters Honey Shelton talks to Yolanda Garcia, Executive Vice President and Chief Client Experience Officer at WestStar Bank. Yolanda has made it her passion to establish a climate in which team members can thrive and customers have memorable experiences. These are the two pillars that Yolanda built her philosophy on ...…

Mary Beth Guard discusses compliance concerns in a world where new privacy scandals seem to emerge weekly. What's your privacy policy? Do you have a fool-proof process in place for reporting malpractices? Mary Beth also brings up the repeal of Dodd-Frank and workplace equality in this must-hear episode of Training Matters.…

Are you looking to smooth out a little wrinkle in your career life or are you in need of intensive help? Honey Shelton talks to coaching expert Pamela Grant about being stuck in a rut.Do you have a coworker that interrupts you at the most inconvenient times? Pamela will teach you how to set boundaries and deal with intrusiveness. Learn to recog ...…

Why is the subject of human connection so important to your business now? Why should you pay attention to human engagement and how do you start deepening the connection you have with your customers? Joe Sullivan is an expert on the topic and today he shares why and how to deepen your human connections in an increasingly digital world.…

Honey visits with Stacey Barnier about today's HR headaches. They discuss how to keep employees engaged, how a SHRM certification can help HR professionals and which challenges face the human resource department faces in 2018, one of which of course is the increased awareness and attention to sexual harassment.…

Is this really the best use of my time? How often do you ask yourself that question? I bet quite often! We all strive to be more efficient with our time, effort, and money. Where we often fail is in deciding what on a process to make a meaningful change or break a bad habit. Honey Shelton talks to Karen Wiehoff, a process improvement expert, an ...…

Honey invites Chad Knutson back to the studio to talk about the Equifax data breach. How did it happen? Could it happen again? How does it affect me? How do I protect my information? Chad also talks about implementing a business plan to prevent such a breach from happening at your institution and about the opportunity your bank or credit union ...…

Your brand on the outside is only as strong as it is on the inside. Honey Shelton welcomes Steve Schmidt to the study as they discuss how to identify and embrace a sales mentality at your bank or credit union, all while making sure you maintain your unique identity. question: What does selling really mean to you? This episode is all about the e ...…

From time to time, a conflict will arise between you and a customer. How do you keep your cool when a customer expresses a complaint? What's the best way to defuse the situation? Honey Shelton talks to customer service expert Teresa Allen about the types of complaints, where they are rooted, and how to react accordingly to each. Teresa and Hone ...…

Questions about how to make smart investment choices? Whether you’re just starting out, retirement is around the corner, or you’re somewhere in the middle: This episode of Training Matters is for you! Suzie Jones will inspire you to look at your investments differently and take action! Tune in to get a better understanding of how to make sure y ...…

You don’t master leadership through luck, it takes training, experience, self-learning, and staying on top of best practices. Supervisors must have the right attitude and aptitude to excel in their challenging role but all staff members benefit from developing their own leadership skills and elevate their personal and professional development. ...…

Is your bank or credit union protected against cyber attacks? Never before have we been under greater threat from the dangers that lurk online. Viruses, malware, phishing, hacking, identity theft, ransomware. Those are just a handful of things that should be of great concern to any business, but especially to a financial institution. Are you at ...…

Is your frontline staff equipped with the self-confidence, skills, and support they need to serve your customers in the best possible way? We welcome Leigh-Anne Taylor, Senior Vice President and COO of Community Bank NBC Oklahoma, to talk about serving well and selling right. Discover how a community bank equips their frontline to consistently ...…

There's been a lot of talk in the industry about the changes 2017 and a drastically altered Washington DC will bring. We asked our very first guest back on the show to talk about the impact our new president and new administration may have on banking: Mary Beth Guard from Bankers Online.Mary Beth answers your most pressing questions: Will Dodd ...…

What are the challenges of being positive in the workplace? How do you manage employees who are stuck in negativity? Why are some people more pessimistic than others, and can you do something about that? Those any other questions are answered in this episode of Training Matters, in which Honey discusses the payoffs for being a positive person w ...…

Honey talks to body language expert Jan Hagrave to find out if actions speak louder than words. What impact does body language have on customer interactions? Tune in for an in-depth discussion on the do's and don'ts, the dead giveaways, and the details to look for when communicating. Learn how to use eye-contact, interpret handshakes, subtle mo ...…

Honey talks to Steve Greene about recent changes in employment law and what they mean for the banking world. Steve is an expert in the field of employment law and specializes in working with banks and credit unions. He and Honey discuss the dramatic changes in overtime regulations that take effect December 1, 2016. How will these changes affect ...…

Wells Fargo, one of the most respected banks in the country, turns out to have a poisonous cross-selling culture. What can we learn from this scandal? How will it affect community banks and credit unions? Honey has three guests that shed their light on the Wells Fargo mess. Rogers Pope Jr. talks about corporate culture and cross-selling from th ...…

When would you install Interactive Teller Machines? What are the benefits? How do they transform your branch? Today we try to answer when interactive teller machines are a good fit for your bank. Honey is joined today by Chuck Gearhart from Salin Bank in Indiana. Salin Bank pioneered the ITMs in Indiana. Listen to what they've learned and disco ...…

What are the myths & truths of overdraft privilege? What do customers assume it is? What do you tell customers about it? Honey Shelton talks to expert Julie Story about the myths and truths of overdraft privilege. Julie has 28 years of experience in banking and is now Executive Vice President of Pinnacle Financial Strategies. Julie and Pinnacle ...…

What does your online identity look like? Does your credit union or bank have a social media presence? If so, are you actively and consciously using social media? Honey talks to Amy Howell, CEO and Founder of Howell Marketing Strategies. Amy and Honey discuss the do's and don'ts of social media for banks and credit unions. How does social media ...…

Honey talks to Jennifer Sommers, Loan Officer at The Community State Bank and Karen Butcher, Director of Educational Development at Whitaker Bank. Honey, Jennifer, and Karen all know first hand how performance-based coaching can improve your professional and personal life. Karen and Jennifer were coached by Honey and tell their personal story o ...…

The financial crisis should have been a wake-up call, but instead, the government doubled down with Dodd-Frank; A way to encourage consolidation by adopting extraordinary assistance programs to ensure the survival of banks that are too big to fail. But what about the community banks? How are they affected by these regulations? Do they even play ...…

Have you ever dealt with a bank robber? Did it play out by the book? It’s hard to prepare for all potential scenarios and identify all possible security risks. With branches that are more open and visitor-friendly, it’s more important than ever to ask yourself: “Are we prepared for the worst?”We talk to fraud expert Barry Thompson about bank ro ...…

Darlia Fogarty brings a wealth of knowledge and practical experience to our banks as well as our staff. After 12 years as a commissioned national bank examiner with the OCC, Darlia developed an expertise in compliance while administering examinations in banks of all sizes. She contributed as a member of the Retail Credit Team, with a Compliance ...…

Is your bank or credit union prepared for changes in your marketplace? Are you adapting to the latest trends and demands? Are you even aware of them? If not, this episode will be your wake-up call. Don’t let changes in your market catch you by surprise! In this Training Matters Honey Shelton talks to Joe Sullivan, expert in marketplace evaluati ...…

Trent Fleming is widely recognized as an expert in many areas of banking technology, operations, and strategy. Trent's is an expert on identifying the products and services needed for growing your community bank or credit union. You'll enjoy Trent's insight in how to get the business and grow your bank or credit union!…

Vicki Kraai is Owner/Founder of VK Solutions, a community bank consulting company that provides guidance to community banks to grow their people and profitability. She tells Honey her story on how she went from being a bank teller, to being a bank president to running her own company in this episode of Training Matters: From Bank Teller to Bank ...…

Senior Training Consultant and Certified Bank Training Professional Janice Branch talks about how she became the raved about trainer she is today. Janice has learned that wanting to be a trainer and being one are two different things. In this episode of Training Matters she shares her story with our listeners. This episode is not to be missed b ...…

In episode 8 of Training Matters, Honey Shelton welcomes Kathy Box, Executive Vice President of Professional Development with the Texas Bankers Association in Austin, Texas. Kathy manages all educational activities at Texas Bankers Association for the last 20 years. Honey talks to her about what bankers associations can do for you and and why b ...…

Listen to Honey Shelton and Debbie Crawford as they share their thoughts on fraud on the frontline and how to prevent it. Both Debbie and Honey have an extensive background in banking. They are in a unique position to discuss security issues banks and credit unions have to deal with on the frontline. You'll learn the consequences of the wrong a ...…

Honey talks with InterAction Training's very own Zack Merril. Zack was responsible for managing a branch, determining and developing training needs, and finding the right people for the bank or credit union. His unique combination of responsibilities has given him valuable insights in how to manage your branch and your people. Honey and Zack al ...…

In this month's Training Matters, Honey talks to Adelee Mirelez, Performance Improvement Consultant and Director of the Contact Center at Insperity. They discuss call center management and best practices. Adelee shares the secrets on finding the right call centers agents and providing amazing training to ensure they really excel. Learn how to s ...…

Tune in to hear what webinar expert, Mark Bennett, has to say on the value and importance of webinars for your bank or credit union staff responsible for training. Find out great ways webinars can boost your knowledge and skills without the issues commonly associated with training. In this 4th episode of Training Matters, Mark and Honey also di ...…

In this month's episode, Honey talks to Cindy Rowan, President at Performance Management Solutions and expert in performance assessment. Honey and Cindy discuss why assessing training needs is important and how to perform one at your bank or credit union with a simple but effective six-step process.

What is happening with the sales culture at your financial institution? In this episode, your host, Honey Shelton, talks with Bill Gibson, VP, CoreTrac about different efficiencies and key behaviors that result in bumping up sales at your company. Bill has an extensive background in consulting with banks and credit unions on strategies that hel ...…

Are you and your team prepared for all the ways training delivery is changing? In this episode, Honey Shelton talks to Mary Beth Guard about topics that are going to shake up the financial world. Mary Beth is an attorney, co-founder of bankersonline.com and executive manager of BOL Insiders. Listen to her unique insights in this first episode o ...…