T2. CU: Giving and Getting Respect: This topic will inform the learner on giving and getting respect from members, how actions speak louder than words, treating everyone as an individual, the importance of treating everyone with respect, the importance of demonstrating the ôFour CÆsö of respect and defining each ôC,ö and making members feel valued by being tactful and showing respect to everyone equally.
T3. CU: Communicating with Members: This topic will educate the learner about the importance of establishing good communication lines with members as well as developing solid member relationships, becoming an effective communicator, knowing what you want to communicate, remembering the rhythm of the day, concentrating on the context of messages, identifying outside distractors that interfere with your message, and concentrating on the components of the interpersonal communication model.
T4. CU: Listening to Members: This topic will educate the learner regarding the importance of listening to members, the difference between hearing and listening, showing the speaker you are giving him/her your full attention, identifying key points of messages, eliminating distractions, never interrupting, and listening carefully.
T5. CU: Positive Phrasing: This topic will inform the learner regarding thinking before you speak, the importance of collecting your thoughts prior to speaking, communicating effectively, focusing on the positive, speaking in a natural and comfortable manner while remaining professional, and remembering the member experience.
T6. CU: Gathering Information: This topic will inform the learner regarding the act of probing, and the reasons for probing, which include obtaining information, stimulating conversation, gaining otherÆs opinions, confirming agreement, building relationships and trust, and confirming information.
T7. CU: Ask the Right Question: This topic will educate the learner regarding the proper techniques for asking the right questions, probing strategies, the funnel technique, and the importance of asking the right questions.
T8. CU: Telephone Usage: This topic will inform the learner regarding proper telephone usage, the importance of remembering the member experience, letting the member hear you smile when conversing with them on the phone, being prepared, actively listening, speaking clearly and being understood, and finishing the call on a positive note.
T9. CU: Unreasonable Members: This topic will disseminate information to the learner regarding effectively communicating with problem members, staying positive and rational, remembering the big picture and treating each member respectfully, showing members how to make informed choices based on reasonable options, working toward resolutions with members, and how to deal with angry members.
T10. CU: Service: This topic will disseminate information to the learner regarding situations that require extra consideration, presenting complex information, using clear and precise language, verifying and correcting any mistakes brought to your attention by members, and providing the best solutions available to members when an answer to a question is not immediately prevalent.
T11. CU: Types of Members: This topic will educate the learner on giving quality member service to senior citizens, being patient with older members while they are conducting business, educating older members on new systems and practices, showing concern for elderly members, and defining youthful members and educating them on the various services offered by the credit union.
T12. CU: Members with Disabilities: This topic will introduce the learner on providing good member service to members with special needs, the importance of remaining patient, flexible, and supportive, how to best serve the visually impaired member, serving members with speech impairments, serving the physically impaired member, and recognizing, addressing, and eliminating barriers that interfere with effective communication.