Training Matters
Training expert Honey Shelton brings in performance-improvement experts as they discuss real-world scenarios and offer advice on how to improve day-to-day operations, professional development, and business skills.
Episodes
August 31, 2018 • 20 mins
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. Tune in to hear her story.
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May 23, 2018 • 20 mins
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.
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April 25, 2018 • 17 mins
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 recognize and avoid the traps we keep falling for and the detours we keep taking in our daily ...
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 recognize and avoid the traps we keep falling for and the detours we keep taking in our daily ...
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March 15, 2018 • 25 mins
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.
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January 9, 2018 • 25 mins
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.
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November 29, 2017 • 24 mins
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, and InterAction Training's newest speaker! They discuss how to approach processes you want ...
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September 27, 2017 • 25 mins
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 has to help customers or members take appropriate action.
About our Guest
Chad Knutson is a...
About our Guest
Chad Knutson is a...
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August 30, 2017 • 21 mins
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 extended relationship with your customers and will help you answer this simple, yet tough ...
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July 28, 2017 • 27 mins
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 Honey also discuss the role of social media as an outlet for customer complaints. Tune in if ...
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May 17, 2017 • 20 mins
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 your investment portfolio matches you!
About our Guest
Suzie Jones has 40 years of experienc...
About our Guest
Suzie Jones has 40 years of experienc...
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April 19, 2017 • 21 mins
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. Eric Eaton talks about accountability and how he elevated the leadership skills at BankPl...
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March 15, 2017 • 23 mins
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 risk of being a target for cyber criminals?
Honey talks to Chad Knutson from SBS CyberSec...
Honey talks to Chad Knutson from SBS CyberSec...
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February 15, 2017 • 18 mins
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 excel at customer service and cross-selling.
About Our Guest
Leigh-Anne started her banking...
About Our Guest
Leigh-Anne started her banking...
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January 18, 2017 • 29 mins
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 Frank go away? What about the CFBP? Listen to what she anticipates will happen!
About Our ...
Mary Beth answers your most pressing questions: Will Dodd Frank go away? What about the CFBP? Listen to what she anticipates will happen!
About Our ...
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December 14, 2016 • 23 mins
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 with Tina Hallis, certified expert in Positive Psychology.
About Our Guest
When Tina Hallis ...
About Our Guest
When Tina Hallis ...
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November 16, 2016 • 20 mins
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 movements, and more in this month's episode of Training Matters.
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October 19, 2016 • 21 mins
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 business, part-timing, and minimum wage? Honey and Steve also discuss the gray area of m...
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October 4, 2016 • 43 mins
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 the perspective of his community bank, Julie Story shares her sales and incentives expertis...
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September 14, 2016 • 15 mins
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 discover if you should place Interactive Teller Machines in your branches!
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July 27, 2016 • 29 mins
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 assist banks and credit unions with anything from reward checking, mystery shopping, SMA...
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