No Time, No Problem: Consistency Keeps Training on Track!

In today’s demanding environment, training can often feel like a luxury. Between limited staff, regulatory demands, service goals and ever-changing member needs, leaders are stretched thin. Yet, training and education are the foundation for member satisfaction, compliance and employee confidence and engagement.

Well, I have good news to share with you today. Delivering consistent, quality training doesn’t require a large budget or a full-time training department. It requires clarity, creativity and commitment to small, consistent habits that add up to lasting impact.

Here’s how to make it happen.

1.     Start with the basics.

Many times, we make the mistake of trying to train everything at once. The result? Overwhelmed employees and inconsistent application. Instead, focus on “the basics” – the items that will get you the best bang for your buck and that most influence your credit unions success.

Ask yourself:

• What skills directly impact the member experience or keep us in compliance?
• What processes create the most confusion or inconsistency across branches? How can we provide clarity and improve performance?
• What do our best-performing employees do differently and how can others learn from that?

Once you have identified the basics, build short, focused training moments around them. A five-minute refresher on a specific topic can be more impactful than a two-hour workshop that tries to cover everything.

2.     Embrace microlearning.

The most effective learning often happens in small doses. According to the Association for Talent Development’s microlearning research, the ideal length of a microlearning segment is 10 minutes and segments lasting between two to five minutes were considered the most effective. 

Try incorporating:

• A quick video on how to explain overdraft protection (with a bit of experience and professionalism, phone recordings can be a valuable training tool)
• A single slide or visual guide summarizing a new procedure
• A short member impact scenario discussed during a team huddle

Microlearning helps team members retain knowledge better and fits into the workday without disrupting member service.

3.     Build training into existing routines.

You don’t need to add training to an already full schedule; you can embed it into what you are already doing.

Try these time-saving strategies:

• Weekly staff meetings. Dedicate five minutes to a “training spotlight.” Focus on one key skill or compliance reminder. This is also a terrific opportunity to delegate this task to a team member who is ready for more responsibility.
• Morning huddles. Use quick scenario discussions to reinforce decision making or providing exceptional member service.
• Peer–to–peer sharing. Encourage employees to share their expertise with others on the team. For example, a teller who excels at finding balancing differences can share their tips with the team. A member service representative who has exceptional service skills can be on the lookout for a “Member Moment” of the week. They can share the behaviors that were effective and recognize a team member at the same time!

This approach reinforces consistency and excellence without requiring extra time on the calendar.

4.     Use simple tools.

Consistent training doesn’t require an expensive learning management system. You can do a lot with what you already have.

• Use Google Drive or SharePoint to store and update procedures.
• Use Email or chat platforms (like Slack or Teams) for quick training reminders.
• Use phone recorded videos for explaining updates visually. Video can be very engaging.

The key is accessibility. Make sure everyone can find and access training material when they need it the most.

5.     Create a training rhythm.

Training fails when it is once and done. The goal is to create a learning rhythm with predictable, bite-sized sessions that employees can come to expect.

Here are some examples:

• Monthly training themes. Focus on one area, such as “Member conversations that build trust.”
• Weekly tips. Send best practices that support the monthly theme.
• Quarterly check-ins. Have supervisors observe and coach around the selected topic.

A consistent rhythm says that learning is part of who the credit union is.

6.     Measure progress.

You don’t need elaborate metrics. Track what is important:

• Are employees applying what they learn?
• Are member satisfaction or error rates improving?
• Do supervisors feel more confident in coaching?

Celebrate small wins and share stories of progress. Minor improvements coupled with recognition can compound into major gains over time.

Your team and the service they provide are your greatest asset. Consistent training is how you keep them engaged and excelling. With limited time and resources, the goal is not to do more training, it’s to build training into the everyday life of the credit union. Meaningful and repeatable training will build confidence, consistency and care into every member interaction. You don’t need perfection, just persistence. Start small, stay consistent and see the difference it makes!

Jeanne Heath is the director of cultural engagement and learning for Vizo Financial Corporate Credit Union. Ms. Heath has spent the bulk of her career conducting training within the financial services industry with a strong focus on technical and change management training during mergers and acquisitions. Jeanne has developed and implemented a dynamic onboarding program which immediately immersed new employees into the company culture of “positively impacting people’s lives” through an atmosphere of high performance, high accountability and high care. She is a certified Professional in Human Resources (PHR) and has earned her Credit Union Development Education (CUDE) designation.