Pub. 3 2014 Issue 3

l e a d i n g a d v o c a t e f o r t h e b a n k i n g i n d u s t r y i n k a n s a s 14 D ONNA CUTTING OPENED THE TRI-STATE Leadership & Human Resources Conference with a story from her visit to the Oscars. She explained that one special star stepped over the velvet rope to reach out and take photos with the fans and she realized that he understood great customer service. In our banks we have to nail the basics plus a little something extra and step over the rope to deliver great customer service. The interactive session had attendees grouped into pairs with prescribed topics for discussion. Donna provided ideas to get employees excited about giving red carpet service and discussed steps to teach those who have never seen what red carpet service looks like. In the second session attendees were put to work to share skill, knowledge and abilities in a discussion facilitated by assigned topics and questions. Each group shared information with all attendees in an organized format designed to enhance learning from each other. Loretta Summers facilitated several topics to include communication, performance, coaching, discipline and others. Petra Marquart provided an off-the-cuff, story-telling presentation on how to create a positive work culture. She addressed the relevance of a culture reflecting positive behavior not because we want people to be happy but rather because productive and creative people care more about making customers happy. Traits of inspirational leadership were discussed and the significance of modeling great service by creating a culture of service among staff was explained. Everyone was on their feet and learning to move during the motivational talk by Fred Schafer. Describing how he strikes back at mediocrity by being bold, preparing for opportunity and setting goals Fred told his story of success. He challenged each attendee to spend 5 minutes each day to study a topic that is important to them and in 5 years you will master that topic. Concurrent sessions included “Motivating Through Reward & Recognition” by Petra Marquart; “Entering the Bank Professional’s High Performance Health, Wellness, and Fitness Zones in a High Demand World” by Fred Schafer; “Dos and Don’ts of Work Place Snooping” by Chris Howard of Littler Law; and “Becoming a Destination Employer” by David Weaver and Rich Jiwanlal of Career 1 Source. The networking reception following the first day of the conference was well attended and provided an opportunity for attendees to share ideas and experiences. The 2015 Tri-State Leadership and Human Resources Conference will be held March 24 & 25 at the Intercontinental Hotel Plaza in Kansas City, MO. TRI-STATE LEADERSHIP & HUMAN RESOURCES CONFERENCE Kristy Umsheid, Farmers State Bank, Westmoreland, gave the group report in a facilitated peer group discussion.