How to Talk to Members: Handling Difficult Members &...

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How to Talk to Members: Handling Difficult Members & Situations
Wednesday, June 27, 2012
9:00 a.m. - 10:30 a.m. Hawaii Time
Barry Thompson, CRCM, Thompson Consulting Group, LLC
Registration Deadline: June 13, 2012
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.
HIGHLIGHTS
Ø Know the only times you should say, “No!”
Ø Understand how your language, demeanor and people's perception of you impact your message
Ø Learn how to remain calm and why this is crucial
Ø Know when humor is not appropriate
WHO SHOULD ATTEND?
This informative session is designed for frontline staff, branch managers, call center personnel, security staff, and
anyone with daily member contact.
Live Webinar - $200
REGISTRATION OPTIONS
The Live Webinar option allows you to have one telephone connection for the audio portion and one Internet Connection (from a
single computer terminal) to view online visuals as the presentation is delivered. You may have as many people as you like listen
from your office speaker phone. Registrants receive a toll-free number and pass code that will allow entrance to the seminar. The
session will be approximately 90 minutes, including question and answer sessions. Webinar materials, including instructions, pin
number, and handouts will be emailed two days prior to the live broadcast. You will need the most current version of Adobe
Reader available free at www.adobe.com.
On-Demand Web Link** and Free CD ROM* - $200
Can't attend the live webinar? The On-Demand Web Link is a recording of the live event including audio, visual, and handouts.
We even provide the presenter's email address so you may ask follow up questions. Two days prior to the webinar, you will
receive an email with the web link. This web link can be viewed anytime 24/7, beginning six business days AFTER the webinar
and will expire six months after the live program date. But there's more…as an added bonus, you will also receive a free audio/
visual CD ROM. The CD ROM includes the original audio/visual presentation, the question and answer sessions, and the
handouts. Use the on-demand link or this “off-the-shelf” training program for those that could not attend the live webinar and for
future training. *CD ROM for PC use only **All materials are subject to copyright and intended for your credit union's use only.
Both Live Webinar and On-Demand Web Link (includes free CD-ROM) - $250
Includes registration options above.
Webinar instructions will be emailed to contact person two days prior to webinar.
If you have any questions, please contact Education & Meeting Coordination Officer Liz Ott at
eott@hcul.org or 203.6404 (Oahu) or 888.331.5646 (neighbor islands).
WEBINAR REGISTRATION FORM
June 27 - How to Talk to Members:
Handling Difficult Members & Situations
Please check registration option(s):
$200
Live
Webinar
Credit Union Name:
Phone No.:
Contact Person:
Title:
$200
On-Demand
Web Link
$250
Both
Required: Instructions will be sent to this email address
eMail Address:
Required: Free CDs will be mailed to this address
Mailing Address:
City, State, Zip Code:
Total Amount Enclosed:
Please mail your completed form and payment to : Hawaii Credit Union League
1654 S. King Street
Honolulu, HI 96826-2097
eCheck payment available.
Go to http://www.hcul.org/training/event-calendar/
Click on link to eCheck payment form