Building Partnerships with Co-Workers for Banks and Credit Unions

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Business Issue - Solid teamwork between the front line and the departments that support it is extremely important when a financial institution is building a high-performing sales and service environment. Skill development for the front line is a given, but the development of complementary skills in support units is often omitted. Service providers who have the skills and know the processes for collaborative problem solving provide the critical bench strength an organization needs to deliver value-added service and achieve its service and financial goals.

Omega Performance’s Solution - Building Partnerships with Co-Workers helps individual service providers develop the skills necessary to foster harmonious, productive working relationships. In this one-day workshop, participants have the opportunity to identify their own personal style of communication and its impact on colleagues. They learn a key process for turning a difficult conversation into a collaborative interaction and how to apply that process to their own work situations. They also learn a problem-solving process to use when working on service issues with a group of colleagues.

What Is Included

Building Partnerships with Co-Workers is a highly interactive, one-day workshop in which service providers learn techniques for working together more collaboratively. This partnership enables service providers to serve internal and external customers more effectively.

The workshop is divided into the following topics:

Service Partnerships emphasizes the role service providers play in the organization’s overall strategy for success. Service initiatives, measures, and success factors are explained or clarified.

In Personal Communication Styles, service providers discuss different communication styles, adaption strategies, and the effect that styles may have on service delivery. They also identify and plan for the opportunities and challenges when different styles work together.

In Building Partnerships: Co-Worker Strategies, service providers are introduced to the Service Interaction Model and the Handling Objections Model. They learn how to effectively handle service requests from coworkers and how to appropriately handle objections using the models.

In Building Partnerships: Group Strategies, service providers are introduced to the AIM Problem-Solving Model and learn to use it as an organizing tool in resolving service quality issues

Delivery Options

Omega Performance consultants conduct Building Partnerships with Co-Workers and leader training is available.

Results You Can Expect

Building Partnerships with Co- Workers helps your service providers:

Develop the skills and processes needed to meet your organization’s service objectives
Deliver effective service to co-workers even under challenging conditions
Work collaboratively with colleagues who have different communication and problemsolving styles
Identify obstacles to service success and apply a problemsolving process to resolve the issues
Improve routine conversations through small techniques that convey a positive, collaborative intention

Who Should Be Trained

Building Partnerships with Co-Workers is appropriate for all service providers and their managers