media. Different ways of teaching work better in different situations, and some are chosen by the necessity of the moment’s needs or the pressure of immediate problems. Also, some methods work better for some subjects and in some situations than others. One element that should be included in any training process is some type of testing. You need to have some way of measuring the success of any training, and you should keep records of these results. The testing outcomes can point to issues that need further attention or to particular staff members who need more help to understand the rules that they must master. Many online training programs blur the distinction between training systems and reference/performance support systems. These systems will be easy to update, contain the tests and permit both initial self-paced training and ongoing just-in-time learning and support. Organizing Information Besides the choices in teaching media and methodology, there are alternatives to how compliance information can be organized for presentation. In some situations, instruction organized by regulation makes sense, particularly when a new regulation is released, when major changes are made in an existing one, or when compliance reviews or examinations reveal problems in a particular area. However, many times it is easier for the students to learn to apply regulatory requirements if a more transactional approach is taken or if compliance issues are woven into other job-related training. The level of instruction needs to be geared to the breadth of compliance knowledge and understanding among the target audience. You do not want to bore the knowledgeable by dwelling too long on basic information, nor do you want to go over the heads of the novices by speeding past the basics right to detailed, high-level issues. Another potential problem area is in gearing the content to the audience. Credit card personnel are not likely to be very interested in (or in need of) information about the right of rescission and mortgage servicing transfer notices. Similarly, mortgagelending staff will not be drawn into instruction on tabular credit card application disclosures and openend periodic statements (unless they are also involved in home equity line lending). Teaching Style A crucial issue for instructor-presented (as opposed to computer-based or similar format) training is the selection of the instructor. You want to have someone comfortable with presenting to and teaching others and, preferably, someone with experience in training. In larger institutions, the training department can help in this effort, perhaps with the compliance officer attending to handle questions that probe deeper into a rule’s requirements or into more complicated situations. 100 South Phillips Avenue, Sioux Falls (605) 335-5112 advantage-network.com BE THERE FOR YOUR CARDHOLDERS Your cardholders are always on the go — which is exactly why you need to be there for them 24/7.With Instant Issuance, Checkcard Alerts, and Mobile Wallet capabilities, you can take care of your cardholders anytime, anywhere. And while you’re there for your cardholders, we’ll be here for you. Reach out to learn more about our products and experience our local, high-touch customer service! NEBRASKA INDEPENDENT BANKER 19
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