Presenter: Barry Thompson, CRCM, Thompson Consulting Group, LLC
Date: Wednesday, June 27, 2012
Time: 2:00 - 3:30 pm Central

Focus:
We all know and have heard that members are the lifeblood of the credit union and frontline staff and call center personnel are the true face of the credit union.  However, in the day-to-day, we sometimes forget how our surroundings affect the person entering our lobby and how staff interactions with members determine whether your credit union flourishes or fails.

In this webinar, staff/member interpersonal communications that can result in compliments, conflicts, or account closings will be analyzed.  Real-life examples of staff in normal business encounters that exploded into difficult situations will be examined.  Many of the reasons for member/staff confrontations are easily identified: the language used may be combative, unfriendly or condescending.  The member may misinterpret the message or be angry over a situation beyond their control.  This webinar will provide staff with skills and techniques to handle even the most difficult situations. 

What You Will Learn

• Know the only times you should say, “No!”
• Understand how your language, demeanor and people’s perception of you impact your message
• Learn how to remain calm and why this is crucial
• Know when humor is not appropriate

Who ShouldSign Up?
This informative session is designed for frontline staff, branch managers, call center personnel, security staff, and anyone with daily member contact. 

About the Presenter:
Barry Thompson is an international speaker, trainer, consultant, and writer.  He is a security and compliance “guru” for a leading national training organization and regularly presents security conferences for trade groups.

Barry is recognized worldwide, presenting in Brussels, Belgium to European bankers on internal fraud; at the United Nations on identity theft for the United Nations Credit Union; and to Japanese bankers on bank security.  Barry has worked in the financial services industry for over three decades, and has held the positions of security officer, compliance officer, treasurer, senior vice president, and executive vice president.  He has handled over 900 security cases and has been involved with investigations and prosecutions at the federal, state, and local levels.