Regular and PTS Course Descriptions

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Analyzing Financial Statements
Length of Course:  10 Weeks
Price:  $195
Credits:  2

Synopsis:  Analyzing Financial Statements is a practical introduction to financial analysis from the viewpoint of the commercial loan officer. This program gives you the skills you need to effectively assess the borrower's ability to repay loans.

Audience: Commercial loan officers, credit analysts, and trainees who have a basic knowledge of accounting principles and practices, and a familiarity with the commercial lending process.

Learning Objectives: After successfully completing this program, you will be able to:

• Relate how a company's type of business, legal structure, size, and management strategies affect the way a lender conducts financial analysis
• Analyze income statements, balance sheets, and pro forma statements
• Calculate key financial ratios and use them to compare a company's performance with that of the company's industry 
• Use advanced analytical techniques: sensitivity analysis, sustainable growth, working investment analysis, break-even analysis, and operating leverage
• Determine when a funds flow statement is required
• Construct and analyze long-run, multiple-year forecasts of income statements and balance sheets
• Construct and interpret a cash budget

Banking Today
Length of Course:  2 Weeks
Price:  $145
Credits:  .5

Synopsis:  This program will give you an orientation to the essential principles, concepts and operations of banking and a firm grounding in the business of banking.

Audience: Bank personnel new to the banking industry at all levels, specialists in non-banking functions such as marketing, information systems and human resources.

Learning Objectives: After successfully completing this program, you will be able to:

• Explain the impact of banking on the economy
• Describe the competitive environment of banking 
• Identify key trends
• Summarize the business of banking

Business Etiquette
Length of Course:  1 Week
Price:  $95
Credits:  .25

Synopsis:  Business Etiquette introduces new employees to the four guiding principles of business etiquette. Students will learn to introduce themselves or others appropriately to reflect professional hierarchy, describe professional dress code and the effect of not following the code, explain how workplace behavior can affect others, and finally, understand how the rules of business etiquette apply to work situations out of the office.

Audience: Bank personnel in the branch and administrative office environments.

Learning Objectives: After completing this course, students will be able to:

• Define the four guiding principles of business etiquette
• Introduce themselves or others appropriately to reflect professional hierarchy
• Describe professional dress code and the effect of not following the code
• Explain how workplace behavior can affect others
• Explain how the rules of business etiquette apply to work situations out of the office

Coaching for Success
Length of Course:  1 Week
Price:  $95
Credits:  .25

Synopsis:  Coaching for Success provides managers, supervisors, team leads and mentors with the knowledge and skills necessary to assess, plan, and carry out a performance coaching dialogue with an employee or person being mentored. Additionally, this course provides techniques for ongoing performance feedback and skills for recognizing a coaching opportunity. It will encourage students to become involved, on an ongoing basis, with the performance growth of other employees to develop and enhance their skills. At the end of the course, students will participate in a simulated coaching dialogue to practice applying these skills in a typical coaching situation.

Audience: Bank personnel responsible for coaching others with or without a reporting relationship. This could include managers, supervisors, team leaders and mentors.

Learning Objectives: After completing this course, students will be able to:

• Differentiate coaching, by goals and methodology, from corrective feedback
• Explain the benefits of coaching and the potential consequences of not coaching
• Recognize a coaching opportunity
• Describe resources and processes that your employer provides in support of coaching
• Prepare a plan for a coaching session
• Demonstrate listening skills appropriate to a coaching dialogue
• Perform a coaching dialogue

Commercial Lending
Length of Course:  10 Weeks
Price:  $195
Credits:  2

Synopsis:  Commercial Lending will give you the knowledge and skills required to identify the credit needs of various types of small business customers and to sell a total banking relationship. It will also prepare you to assess the customer's credit worthiness by examining income statements and balance sheets. This program covers both the technical side of small business lending and the interpersonal skills required to be a successful loan officer.

Audience: Entry-level commercial lending officers and bank employees supporting the commercial loan operations. Customer service representatives and other branch personnel who have direct contact with small business owners and managers.

Learning Objectives: After successfully completing this program, you will be able to:

• Explain the key elements of a loan interview and credit investigation
• Describe the "cash-flow cycle" of various types of business
• Explain the relationship between loan structuring and type of business
• Complete basic income statement and balance sheet analysis
• Describe the documentation and procedures required for perfection of collateral

Consumer Lending
Length of Course:  10 Weeks
Price:  $195
Credits:  2

Synopsis:  This comprehensive overview of the consumer lending business covers the essentials about closed-end loans, indirect loans, and open-end credit products. You will trace the consumer lending process from developing and taking loan applications to collection and recovery. Consumer Lending reviews the credit investigation process and how loan decisions are made. You will develop a greater understanding for client relationship building, new lending technologies and the importance of consumer regulations.

Other key topic areas include:

• the loan application generating process
• how effective marketing increases loan outstandings and application volume
• consumer loan information sources and the credit verification process
• how the five C's of credit are used in credit evaluation and decision making
• factors affecting loan pricing and loan structuring
• loan documentation

Special Features include:

• Real-life situations faced by bankers assisting consumer loan clients
• "Did You Know" boxes throughout the textbook on little-known facts and banking trivia.
• "Consumer Tips" boxes to help consumers with specific problems.
• Lists of additional resources, including websites
• A comprehensive end-of-chapter summary that highlights the major concepts
• A glossary of terms that defines the words appearing in bold type throughout the text
• A sample Bank Consumer Lending Policy
• An appendix case study of a bank's lending function, including balance sheets, income statements, portfolio reports, product /profit loss reports, and interest rate analysis.

Corrective Actions
Length of Course:  1 Week
Price:  $95
Credits:  .25

Synopsis:  In Corrective Action, students will learn how to facilitate their employees' improvement, instead of merely disciplining them. The course covers when and how to apply corrective action, and provides strategies for motivating employees to improve. Students will learn to use a range of corrective modes in a balanced and objective manner, including applying the progressive disciplinary model, documenting corrective action through a standard documentation template, and counseling employees towards improvement in a professional manner.

Audience: Any supervisor or manager who has responsibility for evaluating and documenting employee performance.

Learning Objectives: After completing this course, students will be able to:

• Define corrective action and its significance
• Describe an employee's performance or behavior gap specifically and objectively
• Identify the steps of the progressive disciplinary model
• Apply the progressive disciplinary process to disciplinary situations
• Document corrective action completely by including the standard elements
• Prepare for a corrective counseling session with an employee
• Conduct a corrective counseling discussion with an employee
• Take appropriate corrective action based on an employee performance or behavior issue

Cross-Selling Deposit Products
Length of Course:  1 Week
Price:  $95
Credits:  .25

Synopsis:  Cross-Selling Deposit Products teaches students how to sell deposit products effectively. Students will learn how to conduct sales interactions with clients, and how to prepare for effective cross-selling to maximize sales of deposit products and ensure client satisfaction. Course exercises provide opportunities for students to practice cross-selling concepts through realistic client scenarios.

Audience: Any bank personnel in a position to discuss deposit products and services with customers.

Learning Objectives: After completing this course, students will be able to:

• Explain the importance of cross-selling
• Describe typical bank products and their features and benefits
• Interpret clues and identify client needs
• Cross-sell deposit product solutions that match client needs
• Respond to questions and objections from clients
• Close the sale or refer the client

Dealing Effectively with Co-Workers
Length of Course:  3 Weeks
Price:  $145
Credits:  .5

Synopsis:  Dealing Effectively with Co-Workers focuses primarily on behavior among co-workers. This course introduces information about social behavioral styles and how the different styles affect communication among co-workers. Students will identify their own base preference group and learn what creates the challenges with his/her behavioral opposite. Students will also learn strategies and guidelines for dealing with difficult co-workers and the resulting conflict.

Audience: Bank personnel at all levels.

Learning Objectives: After completing this course, students will be able to:

• Identify elements that contribute to individual perspective
• Describe how perspective drives actions and behaviors
• Describe how behavior choices impact the work environment
• Describe the characteristics and behaviors of the four base preference groups
• Explain the differences found in the same base preference group
• Describe how to look at things from a different perspective
• Describe the benefits and challenges of working with behavioral opposites
• Use the five steps to enhance the working relationship with a difficult co-worker
• Describe the benefits of focusing on what someone else finds important

Economics for Bankers
Length of Course:  10 Weeks
Price:  $195
Credits:  2

Synopsis:  This program introduces you to the fundamental principles of economics. Special emphasis is placed on macroeconomics and topics of importance to you as a banker. The course covers the basics of economic theory and includes examples of the application of economics to banking.

Audience: Bank personnel who have not had a formal course in Economics and wish to increase their understanding of economics as it relates to banking.

Learning Objectives: After successfully completing this program, you will be able to:

• Interpret the economic indicators published in the media
• Relate basic principles of economic theory to the business cycle and business organization
• Describe the causes of inflation, its effects, and the ways it is measured
• Compare and contrast economic systems
• Relate the fundamental concepts of supply and demand theory and Keynesian economics

Effective Referrals
Length of Course:  1 Week
Price:  $95
Credits:  .25

Synopsis:  Effective Referrals provides branch or operations personnel with the skills to provide confident and effective referrals. By the end of the course, students will be able to identify sales and service opportunities and use benefits statements to make the referral.

Audience: Bank/operations personnel who service client transactions and are in a position to identify referral opportunities.

Learning Objectives: After completing this course, students will be able to:

• Describe what customers expect from their bank
• Identify the four steps in the Effective Referral Model
• Identify sales and service referral opportunities
• Match referral opportunities with the appropriate financial need type
• Make an effective referral using the appropriate referral technique
• Follow up with a customer when necessary

Ethical Issues for Bankers
Length of Course:  2 Weeks
Price:  $145
Credits:  .5

Synopsis:  Ethical Issues for Bankers prepares students to meet the ethical standards expected of financial services professionals. Students will learn the general guidelines that determine banking ethics, gain the knowledge and skills needed to perform ethical decision-making, and be prepared to observe their institution’s code of conduct and Federal laws.

Students will also explore typical ethical dilemmas that tend to occur in financial institutions, and learn how to apply a thoughtful three-step approach to such dilemmas.

Audience: Bank personnel at all levels.

Learning Objectives: After completing this course, students will be able to:

• Describe the importance of ethical practices in banking
• Define the nature and elements of ethical dilemmas
• Describe business practices commonly covered in financial institutions’ codes of conduct
• Identify the regulations prohibiting unethical practices in banking
• Use the three-step approach to determine appropriate action in situations that could lead to ethical violations

Financial Accounting
Length of Course:  10 Weeks
Price:  $245
Credits:  2

Synopsis:  Financial Accounting teaches students the information needed to create financial statements, including trial balances, t-accounts, balance sheets, and various other accounts and their respective functions. This course emphasizes current practices of accounting procedures and includes coverage of the latest principles set forth by the Financial Accounting Standards Board (FASB). Formerly called Accounting.

Audience: Bank personnel requiring a fundamental knowledge of accounting.

Learning Objectives: After successfully completing this program, you will be able to:

• Describe the content and purpose of the balance sheet and income statement
• Compare the basic characteristics of accrual basis and cash basis accounting
• Explain the full accounting cycle and prepare all required journals, entries, and adjustments
• Outline the necessity for and features of internal controls
• Identify the basic assumptions, principles, and modifying conventions of accounting
• Describe how inflation affects information
• Define partnerships and explain their characteristics

Note: Given the level of difficulty of this course, it is recommended that you have already taken an online course. And, it is suggested that you not enroll in other courses while taking this one.

General Accounting
Length of Course:  12 Weeks
Price:  $245
Credits:  2

Synopsis:  General Accounting provides a complete foundation in basic accounting procedures. This course presents the fundamentals of accounting in a practical, up-to-date, and easy-to-comprehend manner. The goal is to provide students with a strong basic knowledge of accounting terms, concepts, and procedures. Emphasis is placed on developing a firm foundation of fundamental procedures with appropriate repetition of content through the use of examples and color-coded illustrations.

Audience: Bank personnel with little or no accounting background at any level.

Learning Objectives: After successfully completing this program, you will be able to:

• Understand the basic accounting cycle and define the basic elements used such as asset, liability, owner's equity, revenue, and expense accounts
• List the steps in the accounting cycle; prepare a post-closing trial balance and interim statements
• Understand and perform functions relative to bank accounts and cash funds
• Understand the implications of dealing with employee earnings and deductions, and with employee taxes, payments, and reports
• Prepare a classified income statement and balance sheet, compute working capital and current ratio and journalize closing entries for a business

Hiring the Best
Length of Course:  2 Weeks
Price:  $145
Credits:  .5

Synopsis:  Hiring the Best presents employees who participate in the hiring process with a structured process for identifying, evaluating and hiring the best candidate for a job. Students learn to identify job requirements, measure and rate skills, and conduct an interview that is legal and useful. Students will also learn to identify potential interview pitfalls, evaluate candidates and use reference checks. At the end of the course, students have an opportunity to apply what they've learned in a course project.

Audience: Any supervisor or manager who participates in the position analysis and selection and hiring of employees.

Learning Objectives: After completing this course, students will be able to:

• Identify the job tasks, skills, and proficiency levels that make up a job analysis
• Prepare effective interview questions to conduct a legal, thorough interview
• Follow proper guidelines for conducting an interview and pre-employment tests
• Evaluate and select the best candidate for a position in a legal manner
• Select the most qualified candidate for an open position in the course project

Introduction to Mortgage Lending
Length of Course:  10 Weeks
Price:  $195
Credits:  2

Synopsis:  The course covers construction and permanent financing for residential property; real estate law; documentation; mortgage loan servicing; the secondary mortgage market; the role of government in mortgage lending; and residential real estate as an investment. The discussion of underwriting, processing, and servicing will give participants a framework for learning the mortgage lending business and refining their existing knowledge. Additionally, the coverage of laws and regulations affecting mortgage lending provide an understanding of mortgage lending's history and a glimpse into its future.

Audience: Financial service professionals who want a broad overview of mortgage lending including those who intend to pursue a career in mortgage lending (business development, underwriting, processing) and those individuals who recently joined a mortgage lending department.

Learning Objectives: After successfully completing this program, you will be able to:

• Know why mortgage lending has become important for financial services companies
• Understand the legal aspects of mortgage lending and how lenders should document mortgage loans 
• How a lender determines if a mortgage loan application should be approved
• Understand the advantages and disadvantages of residential real estate as an investment

Law and Banking: Applications
Length of Course:  10 Weeks
Price:  $195
Credits:  2

Audience:  Personnel who are new to banking or require a refresher course on the legal basis for many banking services and transactions.

Course Description:  This newly updated AIB course reflects the ways that banks do business and how they are affected by laws and regulations --- in plain English for the non-lawyer. It is devoted to the basic laws and banking regulations that govern deposit accounts, lending, real estate lending, bankruptcy, non-deposit products and services, international banking, marketing, safety and soundness, and information reporting.

After successfully completing this course, you will be able to:

• Discuss laws and regulations pertaining to deposit account relationships such as regulations D, E, Q, CC, and DD

• Explain legal protections afforded to consumers by such laws as Equal Credit Opportunity, Fair Housing, and Truth in Lending, and more

• Describe key laws affecting real estate transactions such as RESPA and HOEPA, and more.

• Describe provisions of bankruptcy law covering liquidation, rehabilitation, and relief, and the 2005 Bankruptcy Abuse Prevention and Consumer Protection Act

• Identify major laws and regulations governing bank trust, securities and insurance activities; marketing and international banking

• Describe major provisions of laws and regulations protecting bank operations such as regulations O and W,

• Explain provisions of laws such as HMDA, Bank Secrecy Act, USA Patriot Act, Financial Privacy and OFAC regulations

Text:  Law & Banking, 2005, ABA

Special Features

• Legal Cases for discussion that illustrate court decisions.

• Key terms boxes define important legal and banking terms.

• Questions for student Self-Check and Review.

• Situations, sidebars, exhibits and illustrations

Law and Banking: Principles
Length of Course:  10 Weeks
Price:  $195
Credits:  2

Audience:  Personnel who are new to banking or require a refresher course on the legal basis for many banking laws governing products, services and transactions.

Course Description:  This newly updated AIB course is a foundation on the business law principles underlying banking law as well as a description of the context for and process of creating banking law and regulations. Knowing the basics of business law enables every banker to more easily understand laws pertaining to bank products, services and transactions.

After successfully completing this course, you will be able to:

• Explain the legal and regulatory system by which laws and regulations are made and banks are governed.

• Describe the Uniform Commercial Codes Articles 3, 4, and 9

• Distinguish between civil law and criminal law, torts and crimes

• Explain concepts such as of legal capacity, obligation, authority, responsibility and liability

• Describe legal entities such as sole proprietorships, partnerships, corporations, agents, principals, estates, and more

• Explain the elements, types of, and rules for interpretation of  contracts

• Understand real and personal property ownership, ways property is transferred or acquired, major types of property interests, and more

• Describe the UCC Article 3 rules for negotiable instruments, the rules of negotiation and more

• Explain UCC Article 4 requirements for transfer of negotiable instruments, the rules for banks in the collection process, the affect of Check 21, and more

Text:  Law & Banking, 2005, ABA

Special Features

• Legal Cases for discussion that illustrate court decisions.

• Key terms boxes define important legal and banking terms.

• Questions for student Self-Check and Review.

• Situations, sidebars, exhibits and illustrations

Managing Change
Length of Course:  1 Week
Price:  $95
Credits:  .25

Synopsis:  Managing Change covers the typical effects that change events can have on individuals and organizations. This course will teach students strategies for demonstrating change leadership. Through honing communication skills and applying them to a four-step change communication process, students will be prepared to manage the effects of the change. Throughout the course, students will have several opportunities to observe effective and ineffective change communication techniques. These examples are set in real-world change scenarios and offer solutions that can be applied immediately in the workplace.

Audience: Any employee who is leading a group in a changing environment.

Learning Objectives: After completing this course, students will be able to:

• Distinguish between change and transition
• Identify seven typical effects of change
• Describe the primary reactions employees have to change events
• Examine the three stages of change
• Identify possible reactions to each stage of change
• Identify the seven strategies to demonstrate change leadership
• Identify the influence and action you can take in change situations
• Describe the key elements of effective communication
• Identify the four steps to communicating change effectively
• Describe the impact of the four-step communication approach on a change event

Managing Employee Relations
Length of Course:  2 Weeks
Price:  $145
Credits:  .5

Synopsis:  Managing Employee Relations provides managers and supervisors with a four-step strategy for managing employee relations --compliance with legislation, managing diversity, handling work and personal issues and fostering open communications. After an overview of the importance of employee relations and their impact on the workplace, the course reviews the legislation that protects employees from discriminatory and unfair practices. Students will learn how to identify diversity issues in a team, how to respond to personal issues that affect the work environment, how to promote open communications and how to establish formal and informal problem resolution processes.

Audience: Any manager or team leader with one or more reporting relationships.

Learning Objectives: After completing this course, students will be able to:

• Describe the impact of a manager's role in establishing and maintaining sound employee relations in an organization
• Identify four management strategies that support positive employee relations
• Describe the purpose and intent of employment legislation governing workplace supervision
• Identify diversity issues in a team and overcome related barriers to productive employee relations
• Use effective guidelines for handling work and personal issues in a team
• Implement management activities that facilitate open communications

Marketing Financial Services
Length of Course:  16 weeks
Price:  $195
Credits:  3.0

Synopsis: Marketing Financial Services looks at what motivates customers to purchase financial services and teaches you how to develop a successful marketing plan.

Audience:  All bank personnel responsible for conceiving or carrying out any phase of a bank's marketing efforts, including bank personnel in customer-contact and operations positions, management trainees, and persons entering banking at the mid-management level.

Learning Objectives:
After successfully completing this program, you will be able to:

• Recognize consumer motivation and buying behavior

• Integrate public relations, advertising, sales promotion, selling, and service distribution functions in your bank's overall marketing plan

• Conduct situation analysis and formulate a master marketing strategy

• Monitor and evaluate performance

Money and Banking
Length of Course:  10 Weeks
Price: $195
Credits:  3.0

Synopsis:  Money and Banking presents a fundamental treatment of how money functions in the U.S. and world economies. Topics include the concept of money supply and the role your bank plays as a money creator and participant in the nation's payment mechanism. Money and Banking also explains how the various types of financial institutions operate, the workings of monetary and fiscal policies, the functions and powers of the Federal Reserve, and more.

Audience:  Bank personnel who have not had a formal course in money and banking and who wish to increase their understanding of the banking industry; officer trainees through the mid-management level.

Learning Objectives:  After successfully completing this program, you will be able to:

• Describe how commercial banks "create" money

• Identify the tools of monetary and fiscal policy

• Summarize and better interpret major trends and issues in banking

• Relate bank operations to the U.S. payments mechanism

• Compare and contrast various types of financial institutions

Performance Management
Length of Course:  2 Weeks
Price:  $145
Credits:  .5

Synopsis:  Performance Management provides supervisors and managers with a proactive approach to performance management through a process called the Performance Management Cycle. Managers will learn to set clear expectations with employees, as well as deliver performance feedback and objective evaluations through the three stages of the Performance Management Cycle: Planning, Feedback, and Evaluation.

Audience: Any supervisor or manager who has responsibility for direction, documenting and evaluating employee performance.

Learning Objectives: After completing this course, students will be able to:

• Identify the stages of the Performance Management Cycle
• Write clear, concise performance objectives
• Communicate expectations and monitor employee progress
• Provide timely formal and informal employee feedback
• Write fair and effective performance evaluations

Presentation Skills
Length of Course:  3 Weeks
Price:  $145
Credits:  .5

Synopsis:  This workshop covers the basics of planning an organized, audience-focused oral presentation. The workshop also covers the physical aspects of presenting, such as body language, voice and gestures, handling nervousness and dealing with disruptive audience members. Participants will have the opportunity to design and deliver a presentation during the workshop and receive feedback from their peers.

Audience: Any bank employee who makes stand-up, verbal presentations to schools, community groups, business prospects, staff, senior management, etc.

Objectives: At the conclusion of the workshop, the participants will be able to:

• Write a purpose statement for their presentation topic.
• Write an opening statement that catches the audience's attention.
• Identify components of a presentation that gain attention and keep interest.
• Describe effective uses of visual aids (flipcharts & overheads).
• Define and demonstrate open and closed questions.
• Develop a closing statement that calls the audience to action.
• List methods for dealing with disruptive audience members.
• Identify ways to control nervousness.
• Demonstrate appropriate body language.
• Deliver a presentation that meets the need of the audience.

Principles of Banking
Length of Course:  10 Weeks
Price:  $195
Credits:  2

Synopsis:  Long recognized as the standard introduction to the banking industry, Principles in Banking touches on nearly every aspect of banking, from the fundamentals of negotiable instruments to contemporary issues and developments within the industry.

Audience: Personnel new to banking at all levels.

Learning Objectives: After successfully completing this program, you will be able to:

• Explain the importance of full-service commercial banking as it affects the economy, the community, business, and the individual
• Describe the three major functions of commercial banks and their interrelationship
• List the various products and services banks offer governments, businesses, individuals, and correspondents
• Contrast between demand and time deposits mechanism
• Illustrate the various types of bank loans and investments
• Explain the concepts of liquidity, safety, and income
• Identify various banking regulations and regulatory agencies

Revitalizing Customer Service
Length of Course:  2 Weeks
Price:  $145
Credits:  .5

Synopsis:  Revitalizing Customer Service presents the ten basic customer service skills that clients expect from any business interaction. Students will learn three communication methods for sharing information with clients, as well as the keys to effective listening that can have a positive influence on a client.

The course also covers basic guidelines for understanding and helping angry clients. After taking this course, students will recognize how customer service impacts all phases of their job responsibilities.

Audience: All levels of employees.

Learning Objectives: After completing this course, students will be able to:

• Describe the value of basic customer service skills
• Explain the impact of stress on customer service delivery
• Explain the role of communication in the delivery of customer service
• Describe how listening enhances customer service delivery
• Explain how customer service skills help with angry clients

Rewards and Recognition
Length of Course:  2 Weeks
Price:  $145
Credits:  .5

Synopsis:  Rewards and Recognition provides students with the knowledge and skills necessary to recognize, reward, and motivate employees toward continued and improved performance. Students will learn the core principles and characteristics of recognition, and understand the benefits that giving rewards and recognition can bring to individual employees, departments and the institution. The course covers how to choose and convey effective rewards and recognition, including selecting an appropriate reward and the time and place to communicate recognition to employee. Students will get hands-on practice in planning a rewards and recognition program using planning and recording forms included in the course.

Audience: Any employee responsible for motivating, staff regardless of the specific reporting relationships. This could include managers, supervisors, team leaders and mentors.

Learning Objectives: After completing this course, students will be able to:

• Define the terms reward and recognition
• Identify the elements of rewarding and recognizing employees
• Describe the consequences of failing to reward and recognize employees
• Describe how to link a specific company value to specific employee behaviors
• Determine a reward/recognition that is appropriate to the individual
• Communicate the reward/recognition effectively
• Describe the steps in creating a recognition plan
• Create a recognition plan for employees

Supervisor Certificate
Length of Course:  10 Weeks
Price:  $195
Credits:  2

Synopsis:  This course prepares new and potential first-level supervisors to handle people management duties. Among the topics covered are hiring, performance management, coaching, rewards and recognition, corrective action, managing employee relations, and managing change. Students who complete this course and the Banking Today course or equivalent experience will receive the ABA Performance Training Series Supervisor Certificate.

Audience: New and potential first level supervisors.

Learning Objectives: After successfully completing this program, you will be able to:

• Select the most qualified candidate for the job
• Describe the importance of ethical practices in banking
• Identify the major strategies for managing employee relations
• Execute and communicate clear performance objectives
• Recognize the need to coach others to achieve their personal best
• Explain the need to employee corrective action and plan appropriate steps for corrective counseling
• Describe different forms of recognition and the benefits
• Explain the change process and what actions to take to manage change

Telephone Etiquette
Length of Course:  1 Week
Price:  $95
Credits:  .25

Synopsis:  This seminar covers fundamental skills and techniques for using the telephone effectively on the job. It spotlights the importance of the telephone as a business tool and provides practical tips and techniques for its effective use.

Audience: Branch and administrative office staff who answer calls or make calls to customers and other bank staff. This is appropriate for call center staff as an introduction to telephone skills. Consultative selling skills for call center employees is specifically addressed in Tele-consulting.

Objectives: At the conclusion of the program participants will be able to:

• Prepare for typical calls you make and receive.
• Set up your work area to support effective telephone communication.
• Use effective call greetings as a caller and receiver.
• Speak with an effective telephone voice.
• Use appropriate language during telephone conversations.
• Use questioning and listening skills that support effective telephone communication.
• Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.

Writing Bank Correspondence
Length of Course:  2 Weeks
Price:  $145
Credits:  .5

Synopsis:  Writing Bank Correspondence provides students with the knowledge and skills necessary to effectively communicate in writing with peers and managers within their bank, and with their clients. Students will learn how to use a written document as a tool for achieving a specific goal through a four-step process: planning, drafting, revising, and polishing.

Audience: Anyone who writes business correspondence such as letters to customers, memos, faxes, or e-mail messages.

Learning Objectives: