Course Descriptions

Accounting (Recommended prerequisite: Accounting Basics)

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. Emphasis is placed on the conceptual framework involved in the classification and summarization of financial data. Valuation of assets and liabilities and recognition of revenue and expenses under the accrual basis are emphasized. Please note: Students should expect 6-8 hours of homework each week.

Audience: Students who require a fundamental knowledge of accounting

Class Delivery Format: Guided Self-Study, Instructor Facilitated Online

Advertising (Recommended prerequisite: Marketing)

This course presents a comprehensive view of the industry, from the creative stand-point while providing real life business examples. This course addresses the importance of Integrated Marketing Communications (IMC) in the field of Advertising and how it impacts advertising strategy through featured examples of IMC campaigns.

Audience: Anyone interested in the Marketing field.

Class Delivery Format: Guided Self-Study

Agricultural Lending

This course will focus on how the major agricultural trends are impacting marketing and credit decisions, and how the competitive structure is changing. The differential credit analysis techniques will be introduced through short case studies; included will be the worksheets used for small and large commercial agricultural loans, ratio benchmarks for agricultural loans, common denominators of problem loans, and risk- rating systems for both small and large agricultural loans.

Audience: Audience: Lenders who will be beginning or are in their first few years of agricultural lending, credit analysts and loan review personnel, loan documentation personnel, and any ag-bank personnel who need an understanding of the agricultural lending function.

Class Delivery Format: Instructor Facilitated Online

Analyzing Financial Statements (Prerequisite:Accounting I)

A practical introduction to financial analysis from the viewpoint of the commercial loan officer, this course gives you the skills you need to effectively assess a borrower's ability to repay loans. After successfully completing this course, 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; and construct and interpret a cash budget.

Audience: Designed for 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.

Class Delivery Format: Guided Self-Study, Instructor Facilitated Online

Asset Liability Management I

Increased profitability correlates directly to a financial institution's management of its assets and liabilities. Users will learn how to establish financial goals, determine fundamental trade-offs between risks and returns, understand the link between GAP and net interest margin, determine conditions that affect market value of stockholders' equity, factors that make assets and liabilities price sensitive, and managing capital and liquidity risk. The following topics will be covered in this online course: Overview of Asset Liability Management; GAP and Sensitivity Analysis; Duration Analysis; Managing Capital Risk; and Managing Liquidity Risk.

Audience: All personnel involved in the funds management process. Any bank personnel involved in lending or deposit gathering, whether or not they are involved in the asset liability management decision process. Many of these types of participants have walked away with a greater understanding of how other areas of the bank impact product pricing and structure.

Class Delivery Format: Instructor Facilitated Online

Asset Liability Management II

Think you have a good handle on the basics of asset liability management or you're ready to take the next step' Learn the income-based and wealth-based approach to asset/liability management, GAP management of interest rate risk, how to conduct a static GAP analysis, calculating asset/liability valuation and market risk, regulation of interest rate risk using the Federal Reserve System's IRR model, and explore hedging with derivative securities. Below is a list of topics that will be covered in this online course: Asset Liability Management; GAP Management of Interest Rate Risk; Asset/Liability Valuation and Market Risk; Regulation and Interest Rate Risk Management; and Hedging with Derivative Securities.

Audience: Those individuals identified in the Asset Liability Management I course who are ready for the next step and more technical information. Experienced funds management professionals.

Class Delivery Format: Instructor Facilitated Online

Bank Financial Analysis

This course builds your knowledge of proper analytical techniques for evaluating the financial condition of a financial institution. Subjects include an in-depth look into the Uniform Bank Financial Report, operating ratio analysis, capital components, return on assets, establishing net interest margin, rate sensitivity, asset and liability liquidity sources, and many more financial components utilized in conducting a bank financial analysis. The course even includes a case study to test your knowledge of proper analytical techniques.

Class Delivery Format: Instructor Facilitated Online

Business Communications

This course takes you through a well-developed, consistently applied process approach to communication that is combined with integrated, hands-on application of current and emerging business technologies. Students learn a process for solving future communication problems, and how to use Internet and electronic media to deliver their message, resulting in a tangible communication strategy they can use throughout their careers.

Class Delivery Format: Guided Self-Study, Instructor Facilitated Online

Business Math

This course is a comprehensive coverage of personal and business related math topics. Basic math skills are essential for survival in today’s business world. Learning day-to-day application of math concepts is necessary to become successful in the financial services industry. Topics to include: understand how many ratios, payments, interest, etc. are calculated; understand how gross and net pay are calculated; understand the different types of banking accounts and how business math applies to them; calculate loan payments and interest; understand the cost of credit; calculate mortgage payments, including insurance costs; calculate life insurance premiums; estimate technology costs; and understand employee recruitment expenses, including the cost of part-time vs. full-time employees.

Class Delivery Format: Guided Self-Study, Instructor Facilitated Online

Commercial Lending

This course will give you the knowledge and skills to be an effective commercial lender. It covers both the technical side of lending and the important human relations skills all successful lenders must have. After successfully completing this course, you will be able to: explain why good human relations skills are critically important to the successful lending officer in many stages of the commercial lending process; identify the functions of the loan interview and credit investigation; describe how the borrower's financing needs and business type can affect the structuring of a loan; list important elements of loan documents and describe their functions; and name some warning signs of problem loans and identify ways that you can prevent problem loans

Audience: Designed for entry-level commercial lending officers, officer trainees, or personnel supporting commercial lending officers.

Class Delivery Format: Guided Self-Study, Instructor Facilitated Online

Communication Skills for Business

This course explores the perception process that underlies and colors all communication. It also focuses on two communication skills that are sometimes neglected: effective listening and nonverbal communication. These skills are key elements in building good relationships with customers and co-workers.

Class Delivery Format: Guided Self-Study

Consumer Lending

In this comprehensive overview of the consumer lending business, participants learn the essentials about closed-end loans, indirect loans and related credit products, and open-end credit products. They also trace the consumer lending process from developing and taking loan applications to collection and recovery. After successfully completing this course, you will be able to: describe key laws or regulations affecting consumer lending; list characteristics, benefits, and disadvantages of direct lending, indirect lending, and open-end credit products; explain how effective marketing can increase loan outstandings and application volume; describe consumer loan information sources and the credit verification process; explain how the five C's of credit are used in credit evaluation and decision making.

Audience: Designed for entry-level consumer lenders, consumer credit personnel, and bank employees who need to understand consumer credit.

Class Delivery Format: Guided Self-Study, Instructor Facilitated Online

Consumer Lending Overview

The content of the course includes the following: advantages of consumer loans; classification of consumer loans; common types of loans; major steps in the lending process; identification of loan application elements; verification of applicant information; understanding closing and servicing; major regulations affecting lending

Audience: This course is designed for lending professionals, tellers, customer service representatives, supervisors or anyone interested in learning about consumer lending fundamentals.

Class Delivery Format: Guided Self-Study

Customer Service Excellence

Discover why improving your service to consumers is a career investment. Learn how to provide service that meets the needs and expectations of every consumer. Course content includes: recognize the importance of customer service; understand the communication process; recognize the value of face-to-face interactions; describe how to effectively use the telephone to communicate; identify techniques for interacting with diverse customers; identify techniques for handling challenging situations; explain the role of technology in customer service; describe the importance of effectively working with internal customers.

Audience: Anyone who has direct or indirect contact with consumers.

Class Delivery Format: Guided Self-Study, Instructor Facilitated Online

Deposit Accounts and Services

This course provides the tools you need to effectively open deposit accounts and help potential customers make the best account choices. It will increase your understanding of the different types of account ownership. At the conclusion of the program participants will be able to: understand deposit investment counseling; state the account owner's rights and responsibilities; examine new account precautions; compare savings, checking, money market accounts and certificates of deposit; define individual, joint, corporate, partnership and trust account ownership; understand contributions and distributions of Traditional, Roth, Education, SEP and SIMPLE IRAs; and accurately administer decedent accounts when an owner dies testate or intestate.

Audience: Financial counselors, personal bankers, supervisors, managers, tellers and customer service representatives.

Class Delivery Format: Guided Self-Study

Economics

Macroeconomics applies economics to phenomenon that students are familiar with and interested in, this course teaches students how economic analysis can be applied to virtually anything of interest, thus helping students develop true economic intuition. This course focuses on macroeconomics, and offers a unique blend of solid theoretical, while utilizing intriguing applications that convey the prevalence of economics in everyday life.

Audience: Students who have not had a formal course in economics and who wish to increase their understanding of macroeconomics.

Class Delivery Format: Guided Self-Study, Instructor Facilitated Online

Effective Business Writing

This course helps one to improve their written communication. Good grammar and punctuation skills are prerequisites for his course. The course content includes: three stages of the writing process and special financial service writing characteristics; the'you attitude' writing technique; determining the reader's need for scope, depth and language; complete, efficient and emphatic sentences that build to unified and organized paragraphs; common business letter characteristics and formatting; effective memos, emails, and letters for good-news, bad-news and persuasive writing situations; and writing effective reports and job procedures.

Audience: Designed for anyone whose current or future job requires effective written communication.

Class Delivery Format: Guided Self-Study

Employment & Labor Law

During the past decade, American businesses have shifted their focus in human resource management and labor relations to employment issues such as wrongful discharge, sexual discrimination, and other employee rights. After successfully completing this course, you will be able to: Describe Employment-at-will; Identify commonly committed workplace torts; Understand Title VII of the Civil Rights Act and Race Discrimination; Describe gender and family issues legislation, as well as discrimination based on religion and national origin; Discuss discrimination based on age and disability; and Understand and describe EEO legislation Audience: Human Resource and Department Managers

Class Delivery Format: Guided Self-Study

Ethics in Business

This course will focus on the ethical issues involved in today's technological workplace, including information on ethics in the workplace, technology issues and behavior concerns. Key topics also include: what is business ethics, ethical behavior in business, ethical norms for business decisions, ethical norms for global business, ethics in cultural diversity and the bottom line, loyalty and whistle blowing, handling ethical dilemmas at work and ethics for strategic planning.

Class Delivery Format: Guided Self-Study

Financial Accounting (Recommended prerequisite: Accounting Basics)

This course covers accounting terminology; the recording and classifying of financial transactions, including analyzing, journalizing, and positing; the preparation of the trial balance, work sheet and financial statements; a familiarization with handling of adjustments, bad debts, inventory and depreciation; and matters concerning sole proprietorship and partnership. Course objectives: describe content and purposes of balance sheet and income statement; compare the basic characteristics of the accrual basis with the cash basis of accounting; explain the full accounting cycle and prepare all required journals, entries, and adjustments; outline the necessity for and features of internal control; identify the basic assumptions, principles, and modifying conventions of accounting; describe how inflation affects information presented in conventional financial statements; define partnerships and explain their characteristics.

Audience: Appropriate for students who need a working knowledge of accounting.

Class Delivery Format: Guided Self-Study, Instructor Facilitated Online

Fraud Identification Training

A seasoned state bank regulator facilitates this interactive, on-line course. The 5-week course consists of many activities, including: analyzing 21 actual fraud cases; viewing PowerPoint presentations on audit, internal controls, and cyber banking; reflecting on and discussing specific fraud issues; interacting with the other participants and the facilitator regarding these issues and the red flags associated with the fraud cases. To fully benefit from the course, you should participate on a regular basis (at least 2-3 times a week) in the threaded discussions. The amount of time necessary to complete the activities is approximately five hours per week.

Audience: A must for all personnel working in a financial institution.

Class Delivery Format: Instructor Facilitated Online

Human Relations

This course provides an examination of the evolution of human relations in the workplace, concepts of motivation, and leadership behavior. The role and function of the individual within an organizational structure are addressed. Topics include: how human relations is a key success; improvement of personal and organizational communications; identification of individual motivations; development of personal strategies for improving human relations; and how to achieve emotional control.

Audience: Aspiring and current supervisors who desire a broader knowledge of the "culture" in a workplace.

Class Delivery Format: Guided Self-Study, Instructor Facilitated Online

Human Resource Development

Employee skills and motivation are critical for organizational success. This course will help anyone increase their effectiveness, along with that of individuals with whom they work and the organizations of which they are a part. After successfully completing this course, you will be able to: understand
the concepts, processes, and practices that form the basis of successful HRD; show how concepts and theory can and have been put into practice in a variety of organizations; focus on the shared role of line management and human resource specialists in HRD; and reflect the current state of the field,
blending real-world practices and up-to-date research.

Class Delivery Format: Guided Self-Study

Human Resource Management

This course offers practical coverage of basic human resource management concepts and practices, including the review of important laws and regulations and an overview of information that is commonly used by human resource professionals. This shortened essentials version offers concise, streamlined content. Its focused coverage is ideal for individuals preparing for HR certification exams, Directors of HR and instructors who are seeking basic yet comprehensive and up-to-date coverage of HR concepts and practices. The “Managerial Perspectives,” found at the beginning of each chapter, encourage readers to think in terms of general management as they learn human resource management.

Class Delivery Format: Guided Self-Study

Human Resource Selection

This course offers advanced treatment of the technical issues involved in developing and implementing selection programs within organizations. This course provides up-to-date research and applications for those already working in selection and provides current examples and exhibits. Human Resource Selection covers legal, global and ethical concerns, psychometric measurement concepts, job analysis, predictors of job performance and
criteria measures.

Audience: Those working in Human Resources or who are heavily involved in the hiring process.

Class Delivery Format: Guided Self-Study

Interviewing and Hiring Techniques

Upon successful completion of this course, students will understand the five elements of a successful interview; general, narrow, and follow-up questions; how to make explanations more clear, concise, and effective; strategies for closing the interview; and topics that can violate fair employment practices.

Audience: Any supervisor or manager who participates in the hiring of new employees.

Class Delivery Format: Guided Self-Study

Introduction to eCommerce (Recommended prerequisite: Marketing)

Introduction to eCommerce provides a solid foundation in all aspects of conducting business in the networked community. This course focuses on what a manager needs to know about internet infrastructure, strategy formulation and implementation, technology concepts, public policy issues, and capital infrastructure in order to make effective business decisions. Audience: Anyone wishing to expand their technological marketing knowledge.

Class Delivery Format: Guided Self-Study

Law and Banking: Applications

Business law and, more generally, the legal environment of business have universal applicability. A student entering virtually any field of business must have at least a passing understanding of business law in order to function in the real world. Topics covered include: Introduction to Law and Legal Reasoning; Courts and Alternative Dispute Resolution; Negotiable Instruments; Creditors' Rights and Bankruptcy; Agency Formation and Duties; Liability to Third Parties and Termination; Administrative Law; Consumer and Environmental law; Cyberlaw and E-Commerce.

Audience: Designed for entry- and officer-level bankers.

Note: You may choose either Law and Banking course to satisfy the Law and Banking course requirement for any of the CFT diplomas. The second of the two courses could then be applied as an elective, if you desired a more comprehensive knowledge of banking law.

Class Delivery Format: Guided Self-Study, Instructor Facilitated Online

Law and Banking: Principles

Business law and, more generally, the legal environment of business have universal applicability. A student entering virtually any field of business must have at least a passing understanding of business law in order to function in the real world. Topics covered include: Introduction to Law and Legal Reasoning; Courts and Alternative Dispute Resolution; Torts; Criminal Law and Procedures; Contracts: Nature and Terminology, Agreement, Consideration and Capacity of Assent; Breach of Contract and Remedies; The Formation of Sales and Lease Contracts; Title, Risk, and Insurable Interest; Sole Proprietorships and Partnerships; Corporations: Formation and Financing, Directors, Officers, and Shareholders; Limited Liability Companies and Limited Partnerships; Wills, Trusts, and Elder Law; Personal Property and Bailments; Real Property.

Audience: Designed for entry-level and officer-level personnel who need an overview of the legal aspects of banking.

Note: You may choose either Law and Banking course to satisfy the Law and Banking course requirement for any of the CFT diplomas. The second of the two courses could then be applied as an elective, if you desired a more comprehensive knowledge of banking law.

Class Delivery Format: Guided Self-Study, Instructor Facilitated Online

Leading Your People to Success

This course discusses how supervisors can use proven techniques to empower their employees. The content of the course includes: team building skills; group dynamics; coaching and counseling; productive performance appraisals; support of employee career development; creating a high-opportunity work environment; embracing change; and continuous improvement of employees.

Audience: Designed for new or experienced supervisors and first-line managers or those preparing for such a role.

Class Delivery Format: Guided Self-Study

Management

This course presents management theory and applications in an engaging narrative style not commonly found in textbooks. The author’s unique organization and features focus on the critical theories and enhance them with detailed examples that draw the reader into the reading and clearly show their implications for managers and organizations. The text’s unique organization focuses on how managers “make things happen” in modern organizations, exploring the role and impact of management on individuals and organizations.

Class Delivery Format: Guided Self-Study, Instructor Facilitated Online

Managing Change at Work

With today's fast-paced and hectic way of doing business, change in the workplace has become an everyday reality. Change happens rapidly and sometimes with very little notice. Major changes, such as mergers, takeovers, and layoffs, can leave employees feeling confused, fearful, or disheartened. This course will help managers works through organizational change with strategies for providing positive leadership while dealing effectively with resistance and other trouble spots. It will also helps managers become adept change leaders who will inspire and motivate their employees.

Class Delivery Format: Guided Self-Study

Managing Human Resources

This course covers all aspects of human resource management and its impact on both individuals and organizations. The text builds on a foundation of research and theory but also provides a practical framework focusing on critical issues and successful practices. Over 500 different organizations from a variety of settings are used as examples to illustrate key points and make the connection to HR practice. Important issues and critical trends are spotlighted in each chapter and reflected in the comprehensive and chapter ending cases included in the text. Managing Human Resources’ balance of theory and practice, hands-on activities, applications, and examples helps students develop the competencies to understand and help their organizations create a sustainable competitive advantage through people.

Class Delivery Format: Guided Self-Study, Instructor Facilitated Online

Managing The Investment Portfolio

This easy-to-use, computer-based software course is perfect for understanding and implementing sound management of the bank's investment portfolio. Topics include: fixed income prices and yields; interest rates and the yield curve analysis; securities in a bank's investment portfolio; mortgage backed securities; and, an extended section on portfolio management including setting objectives, policy and strategy. The course is set-up in an easy-to-follow, step-by-step format for best results by the user. Below is a list of topics that will be covered: Bank Investment Portfolio; Fixed Income Overview; Interest Rate & Yield Curve Analysis; Mortgage Backed Securities and the Secondary Mortgage Market; and Portfolio Management Strategies

Audience: Any bank personnel involved in any aspect of the bond portfolio, all accounting personnel, any lending officer or office manager who needs to broaden their exposure to other areas of the bank, and internal auditors.

Class Delivery Format: Instructor Facilitated Online

Managing Performance and Productivity

This course covers the management principles needed by today's supervisors. It discusses how supervisors can use processes and systems to encourage maximum productivity of their employees. Topics to be covered: how to use an effective interview process to select the best candidate; the mentor system and techniques for training employees; establish expectations and measure productivity and performance; work simplification and time management skills; use technology to improve productivity; manage meetings and give presentations; and how to use problem-solving tools to reach results

Audience: New or experienced supervisors and first-line managers or those preparing for such a role.

Class Delivery Format: Guided Self-Study

Marketing

The primary objective of Essentials of Services Marketing: Concepts, Strategies Cases, is to provide materials that not only introduce the student to the field of services marketing, but also acquaint the student with specific customer service issues. The business world now demands, in addition to traditional business knowledge, increasing employee competence in customer satisfaction, service quality, and customer service - skills that are essential in sustaining the existing customer base.

Audience: Students who have not had a formal course in marketing and who wish to increase their understanding of all facets of marketing.

Class Delivery Format: Guided Self-Study, Instructor Facilitated Online

Money and Banking (Recommended prerequisite: Economics)

Money and Banking teaches the role of money, credit, and financial institutions in the U.S. economy. Topics include commercial banks, thrifts, credit unions, the Federal Reserve system, credit markets, and monetary theory and policy. It emphasizes the effects of structural change, globalization, financial innovation, and technology on the financial environment.

Audience: Students 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 mid-management level bankers.

Class Delivery Format: Guided Self-Study, Instructor Facilitated Online

Motivating Your Staff

This course is designed to give you handy tips that will give you positive results in increasing team performance while make the job more enjoyable for everyone.

Class Delivery Format: Guided Self-Study

Principles of Banking

This course explores the principles and practices of banking and credit in the United States. The course gives an excellent overview of financial services, including information on human resources, marketing, and ethics. Topics to be covered include: money and interest, negotiable instruments, mortgages, commercial lending, security and ethics, and the role of banking in today's economy.

Audience: Personnel new to banking, at any level.

Class Delivery Format: Guided Self-Study, Instructor Facilitated Online

Real Estate Appraisal

This course is a thorough outline of current appraisal theory and practice, providing a practical guide to real estate appraisal for students. After successfully completing this course, you will be able to: define terms associated with real estate appraisal; discuss the formal appraisal process; understand inspections and analysis; understand cost and income approaches; estimate depreciation

Audience: Anyone working in lending or interested in gaining an understanding of the appraisal process.

Class Delivery Format: Guided Self-Study, Instructor Facilitated Online

Real Estate Appraisal Advanced

This course will provide appraisal information about the Interagency Guidelines, Appraisal Rules, Uniform Standards Professional Appraisal Practice (USPAP), appraisal reports, appraisal valuation process, concepts of value, and the three approaches to value (cost, direct sales comparison, and income capitalization). This course will enable you to: Explain how the regulatory agencies use appraisal reports; Describe the various types of appraisal reports; Explain the appraisal valuation process; Describe the identification aspects of highest and best use analysis step of the appraisal valuation process; Describe and apply the cost approach to valuation; Describe and apply the direct sales comparison approach to valuation; Describe and apply the income capitalization approach to valuation; Define pertinent appraisal terms.

Class Delivery Format: Instructor Facilitated Online

Real Estate Finance

This course provides cutting-edge coverage of specialized mortgage lending procedures. Including sources of mortgage money, constraints on those sources, loan qualifications, and laws and regulations that guide practices.

Class Delivery Format: Guided Self-Study, Instructor Facilitated Online

Real Estate Law

This course brings to life the color and law of real estate in day-to-day settings. In addition to the lively case selection, it also has a clear set of rules that will enable you to recognize, solve, and prevent legal issues.

As a result of this course, students will be able to: understand partial ownership AND co ownership of real property, and lending issues related to these topics; discuss real estate residential and commercial leases; understand mechanic's liens (strikethrough: methods of real property conveyance); discuss constitutional issues, specifically eminent domain powers; and understand environmental issues in real property, focusing on Comprehensive Environmental Response, Compensation and Liability Act (CERCLA).

Class Delivery Format: Guided Self-Study, Instructor Facilitated Online

Residential Mortgage Lending

This 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.

Class Delivery Format: Guided Self-Study, Instructor Facilitated Online

Residential Mortgage Lending Overview

The content of the course includes the following: mortgage loan products and documents; types of costs associated with a loan; interest, simple interest and amortization; fixed-rate and adjustable-rate mortgages; regulations that affect lending practices; steps in the lending cycle; analyzing an applicant's income, assets and debits; and the steps in loan closing.

Audience: tellers, customer service representatives, supervisors or anyone interested in learning about residential mortgage lending fundamentals.

Class Delivery Format: Guided Self-Study

Sales Excellence

This course challenges financial institution employees to see themselves as sales professionals. It provides the tools needed to achieve the level of sales professionalism required by financial institutions today. Upon completion of this course, participants will be able to: overcome hesitations about selling and benefit from a professional approach to sales; recognize how your sales efforts benefit your institution, your customer and you; adjust your selling techniques to comply with the unique challenges of financial selling; identify customers' financial needs quickly and efficiently in a variety of customer situations; structure your sales presentation as a dialog with the customer, rather than'pitching' the product; use the techniques of listening, questioning and communicating nonverbally to improve results in sales situations; customize product presentations for specific customers and their problems or needs; present products in terms if benefits as well as features in order to gain customer commitment; gauge customer interest in the product enabling you to ask for the sale at the right time; respond effectively to common objections to financial products and services; use proven strategies for efficiently confirming the sale; create a positive customer encounter, regardless of the outcome; analyze demographics to help understand customers' life-styles and their financial wants and needs; shop the competition to improve sales results; implement tele-consulting strategies to improve sales results; and use goal setting and the power of positive thinking to improve sales success.

Audience: Anyone who works at a financial institution and has customer contact including tellers, personal bankers and loan officers.

Class Delivery Format: Guided Self-Study, Instructor Facilitated Online

Sales Training

This course is for those new to selling. You'll explore the psychology of selling, questioning techniques, closing a sale, telephone selling and more. Through lively exercises, you'll learn selling techniques and the importance of a positive attitude and self-image.

Supervision

Supervision blends skill-building techniques and traditional management principles to prepare students to become supervisors in today's business world. The course will emphasize that supervision is working through people to develop and empower them to become better and more efficient in their roles, and closely follows the SCANS requirements for the five workplace competencies and three-part foundation of skills and personal qualities needed for job performance.

Audience: Both practicing and aspiring supervisors who have little formal knowledge of supervision.

Class Delivery Format: Instructor Facilitated Online

Teller Operations

After successfully completing this course, one will be able to: describe the expectations of your role as a teller; respond effectively to difficult customer situations; understand the cross-selling opportunities provided by daily transactions; distinguish between genuine and counterfeit currency; avoid balancing errors; conduct proper procedures during a robbery, fire or other emergency; explain the Currency Transaction Report; describe endorsement types and their individual features; and utilize negotiability and security measures to prevent check fraud.

Class Delivery Format: Guided Self-Study

The 21st Century Supervisor

A new or experienced supervisor and first-line managers or those preparing for such a role will find that this course offers training of the following topics: challenges facing today's supervisor; methods for smoothly transitioning to a new supervisory role; SMART goals to develop planning strategies; and ways to effectively communicate to staff.

Class Delivery Format: Guided Self-Study

The Future of Business

This course offers a brief yet complete introduction to business concepts and terminology using a student-centered, practical, and relevant approach. The Future of Business: The Essentials teaches students to navigate through the sometime stormy business environment by stressing important business issues such as customer satisfaction and quality, entrepreneurship, cultural and workplace diversity, ethics, global business, technology, teams, and e-business.

Class Delivery Format: Guided Self-Study

Understanding Organizational Behavior

This course studies the scholarly foundations upon which the science of organizational behavior is built. You will learn how to transform business challenges into personal opportunities and organizational advantages. This course builds upon a powerful theme of change to clearly demonstrate how change not only affects attitudes and behaviors within an organization, but also offers new opportunities and experiences for those who can learn how to profit from its potential. This course addresses timeless organizational behavior topics, such as motivation, leadership, teamwork and communication, as well as some of the emerging issues shaping the field of organizational behavior today. Supporting themes focus on the challenges and opportunities within globalization, diversity, and ethics today. You learn not only the concepts and theories that help enhance the management of human behavior at work, but also learn how to practice these skills. You will learn how to answer today’s demands on the individual to learn, grow, and adjust as this course equips you for success within today’s changing world of work.

Audience: Any interested in learning more about organizational behavior.

Class Delivery Format: Guided Self-Study