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2506 Business Etiquette 
This AIB course is designed to promote professional behavior in the workplace and help participants avoid making inappropriate etiquette decisions.
After successfully completing this course, you will be able to:
- Make appropriate introductions
- Greet individuals with confidence
- Describe the impact of personal appearance at work
- Recognize how behavior in a close work environment affects co-workers
- Describe how common behaviors in the United States may be interpreted differently in other cultures.
Recommended AIB Credit: 1/4
1853 Business Writing for Financial Professionals
This course prepares participants to write effective correspondence. After successful completion of this course, students will be able to: identify three stages of the writing process and special financial service writing characteristics; use the "you attitude" writing technique; define your reader's needs to determine the scope, depth, and language; write complete, efficient and emphatic sentences while building unified and organized paragraphs; learn common business letter characteristics and formatting; write effective memos, emails and letters for good-news, bad-news, and persuasive writing situations; write effective reports and job procedures.
Audience: Anyone whose current or future job requires effective written communication.
1721 Communication Skills for Business
Learn how to express yourself clearly, listen actively and avoid conflicts caused by poor communication. After successfully completing this course you will be able to; recognize the importance of effective communication, learn how perception affects interaction, see how effective word choices increase accuracy and improve communication, apply nonverbal communication skills to your exchanges, learn the effects of listening in the communication process, understand communication channels, anticipate reactions to conflict and learn steps for successful conflict resolution, improve group goals, norms and roles through cohesiveness and communication.
Audience: Anyone whose job requires describing products or explaining policies to customers, answering questions or dealing with complaints. Also, anyone who wants to improve relationships with employees or supervisors.
6492 Customer Service Certificate  
This course builds skills used by frontline banking personnel such as tellers and customer service personnel. Among the topics covered are revitalizing customer service, effective referrals, dealing effectively with co-workers, cross-selling deposit products, telephone etiquette, and business etiquette. Students who complete this course and the Banking Today course or equivalent experience will receive the ABA/AIB Performance Training Series Customer Service Associate Certificate.
Audience: Frontline banking personnel such as tellers, customer service, and safe deposit clerks who are primarily responsible for handling routine banking transactions.
2534 Dealing Effectively with Co-Workers
This AIB course will allow participants to discuss and practice a set of basic guidelines for interaction with each other. This course will also introduce information about social styles and strategies for dealing with difficult co-workers and the potential resulting conflict between colleagues.
After successfully completing this course, you will be able to:
- Demonstrate appropriate professional behavior with co-workers
- Use basic guidelines to enhance professional relationships
- Understand the impact of different social behavioral styles on communication
- Describe methods for dealing with difficult co-workers.
Recommended AIB Credit: 1/2
0162 Ethical Issues for Bankers
This AIB course addresses ethical practices in banking. Participants explore the importance of ethical behavior in banking from a personal and organizational perspective and focus on areas including confidentiality, conflict of interest, information security, personal transactions, and accepting or giving gifts.
After successfully completing this course, you will be able to:
- Describe the importance of ethical practices in banking
- Define the nature and elements of ethical dilemmas
- Describe business practices commonly covered in financial institutions’ codes of conduct
- Identify the main regulatory parameters prohibiting unethical practices in banking
- Use an effective approach to determining appropriate action in situations holding potential for ethics violations.
Recommended AIB Credit: 1/2
1720 Interpersonal Communication 
Interpersonal Communication provides a detailed look at communicating between individuals. After successfully completing this course, students will be able to: understand the use and importance of non-verbal communication in everyday life; describe the role of listening in the communication process; identify your own communication style and what it means to you and others; select the most appropriate channel for your communication from the array of available options; understand the elements of communication between parties; identify the multiple levels of every message.
Audience: Designed for anyone interested in improving their relationships with others through the use of effective communication skills.
6808 Managing Change
This AIB course helps participants understand the change process and their reactions to change and includes tools to help them and others communicate and manage change.
After successfully completing this course, you will be able to:
- Name and describe the three stages of change
- Identify reaction to change through the various stages
- Identify appropriate and inappropriate actions to take when managing change
- Develop a personal action plan on a real-world change situation
- Use a four-step process for communicating and getting commitment from others during change.
Recommended AIB Credit: 1/4
4342 Managing Time at Work
This AIB course provides participants with the understanding and skills necessary to effectively manage their time on the job. They focus on how to organize and prioritize daily tasks, manage workflow, develop a daily plan, manage interruptions, and manage computer information.
After successfully completing this course, you will be able to:
- Describe why time management is important
- Use a planning form to organize tasks
- Prioritize and adjust daily tasks
- Utilize efficient work area techniques
- Utilize timesaving tips for the computer.
Recommended AIB Credit: 1/4
1877 Meetings That Work
This AIB course discusses how to effectively lead meetings and use them as opportunities to communicate, solve problems, and make decisions. You will observe a scripted meeting and develop skills in a role-playing session that includes a meeting planning form, icebreaker activities, and skill practice scenarios.
After successfully completing this course, you will be able to:
- Plan effective meetings at the bank
- Discover how to calculate the average annual cost of meetings in your organization
- Identify appropriate reasons to hold a meeting
- Evaluate the productivity of meetings
- Build leadership and participation skills
- Apply proven principles for leading effective meetings.
Association
Recommended AIB Credit: 1/2
5415 Presentation Skills
This AIB course covers the basics of planning an organized, audience-focused oral presentation. It covers how to begin with the audience in mind, develop an opening, use techniques for questioning, and deal with problem behaviors. Participants design and deliver a presentation during the workshop and receive feedback from their peers. (Class size should be between six and ten participants.)
After successfully completing this course you will be able to:
- Write a purpose statement for your presentation topic
- Write an opening statement that catches the audience’s attention
- Identify the components of a presentation that gain attention and keep interest
- Describe effective uses of visual aids
- Define and demonstrate open-ended and closed-ended questions
- Develop a closing statement that calls the audience to action
- List methods for dealing with disruptive audience members
- Demonstrate appropriate body language.
Recommended AIB Credit: 1/2
4193 Project Management Fundamentals
This course is designed to teach students the basic principles of good project management. Students will learn how to identify and schedule project resources, create project flow charts, and produce critical path planning and evaluation reports. Important issues of staff selection and team management are also covered. These learning objectives are reinforced by a course project that allows the student to apply the principles and use the tools they have learned. In addition, students are provided with case studies describing real-world project management problems and their solutions as well as audio tracks featuring experienced project managers who offer insights and advice about project management skills.
Prerequisites
Project management experience is helpful, but not required.
After successfully completing this course you will be able to:
- Create a clear statement of project scope
- Create a task list
- Estimate project resources and costs
- Determine project risks
- Determine project constraints
- Interpret and create a GANTT Chart
- Interpret and create a PERT Diagram
- Determine a project’s Critical Path
- Build and lead a project team
- Maintain high team morale
- Resolve team conflict
- Choose an appropriate management style
- Evaluate a project
- Negotiate project changes
- Document project changes
- Maintain and enhance team and client communication.
Recommended AIB Credit: 1/2
6496 Revitalizing Customer Service
This AIB course provides tips and reminders to enhance customer service focus by using an action plan and tracking form. Participants use a variety of exercises and group activities to define basic customer service skills and examine how the use of those skills adds to the personal and professional productivity levels of the participants. Participants can use a worksheet to chart their own customer service skills.
After successfully completing this course, you will be able to:
- Identify and use basic customer service skills in the current workplace environment
- Understand how individual perspectives impact customer service
- Isolate personal symptoms of stress and the possible impact of those on service levels
- Connect three areas of communications and listening to clarify the intended message
- Apply customer skills to interactions with angry or difficult customers.
Recommended AIB Credit: 1/2
0052 Spanish for Bankers
This is a comprehensive Spanish language program that provides immediate access to functional language skills for non-Spanish-speaking bank personnel. The language component utilizes phonetic encoding to address the most important Spanish commands, questions, and phrases pertinent to daily banking interactions. This course is intended for bank tellers, account representatives, receptionists, and banking officers. This course is published by Command Spanish * and includes a 40-page manual and accompanying audio. No prior knowledge of Spanish necessary.
1884 Tele-Consulting
This AIB course helps participants understand the unique challenges of telephone sales and learn specific techniques to overcome common obstacles to success. Exercises, planning charts and an observation checklist help participants learn and practice telephone sales.
After successfully completing this course, you will be able to:
- List three business reasons for using tele-consulting
- Set realistic tele-consulting performance goals
- Identify sales and service potential for existing clients
- List internal and external contact information sources
- Establish rapport and gain customer interest
- Conduct an effective tele-consulting interview and make effective presentations
- Use scripts to handle objections appropriately
- Close a tele-consulting contact effectively.
Recommended AIB Credit: 1/2
Telephone Etiquette
This AIB course covers fundamental skills and techniques for using the telephone effectively on the job. It spotlights the importance of the telephone as a business tool and provides practical tips and techniques for its effective use.
After successfully completing this course, you will be able to:
- Prepare for typical calls you make and receive
- Set up your work area to support effective telephone communication
- Use effective call greetings as a caller and receiver
- Use questioning and listening skills that support effective telephone communication
- Use an effective approach to handling special telephone tasks.
Recommended AIB Credit: 1/4
1858 Writing Bank Correspondence
This AIB course prepares participants to write effective correspondence. It introduces a four-step writing process of planning, drafting, revising, and polishing memos and letters. Participants will apply their new skills in many brief exercises and in redoing a sample of their own writing.
After successfully completing this course, you will be able to:
- Identify common barriers to writing effectively
- Describe a four-step process to write business correspondence
- Plan correspondence by analyzing the purpose and audience
- Use three principles of clarity to revise and improve writing drafts
- Describe special considerations in different formats including faxes and e-mail messages.
Recommended AIB Credit: 1/2
1870 Written Communication
Written Communication will give participants an understanding of core communication principles essential for effective communication. You will learn to apply these principles to develop personal and professional successes. After successfully completing this program, you will be able to: identify the elements of the communication process and describe the basic purposes of writing, tailor your writing to your potential reader/customer, define your objectives for writing, apply methods to develop an active, strong, businesslike, "on paper" personality, support your assertions and conclusions, develop a polished product that serves to reinforce your purpose in writing.
Audience: Bankers whose professional responsibilities demand effective written communication skills.
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