Payment Industry Insider

This series of posts will outline the sessions at the 2008 Partnership Symposium.

Session Speaker

Andy Janning, AVP Training & Quality Service, FORUM Credit Union

Session Overview

You’ll leave the Symposium with new ideas and innovations for your credit union and members. Your first stop back home may be to your Training department, where you may request, “Make a class that teaches everyone about this fabulous new idea!” Ironically, this approach could be the kiss of death for your innovative brainchild. We’ll examine the short, focused list of questions that will radically transform the way in which training supports organizational innovation and delivers member-focused results.

Session Notes

Andy LaFlamme, Marketing Specialist, Maine State Credit Union, has put together some great notes on the highlights of this session.

Most trainers are constantly worried about “their place at the table”. They should be worried about everybody else’s place at the table. It is their job to change behavior to increase the performance of other employees.

Are you looking at the smile sheet or the balance sheet? Trainers shouldn’t be concerned about whether or not people liked their training sessions, but rather, what measurable effect the session has on employee behavior.

A good trainer is an agent of change. They are focused on helping reach goals. They measure how their training changes the behavior of employees.

Knowledge isn’t power, performance is.

what you know doesn’t get you a promotion, how you perform does. Training needs to be focused on performance changes rather than a deluge of information.