Great leaders set the example by representing the ideal team player. However the major pitfall for most managers is they still perform the tasks meant for their team. We must be willing, able and actually do the work. We must grow with our role. What is more critical, is leaders must emphasize the importance leading by example outside of this the operational tasks.

In this episode we talk about and answer these questions:

• The distinction between soft and technical skills
• Using the Deficiency Diagnosis to identify the willingness of an employee
• Catching People Doing It Right & Delegation are discriminatory
• How do I get my team to embrace a sales role?
• What are banks doing better than credit unions to get better engagement from their employees?
• Introducing our producer, Rian!

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Certify your trainers in ServiStar material

Referral Sales Champion - Equip your team with the skills to improve their sales

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Get tactical advice for credit union leaders. In this episode we answer questions from listeners where we show how to align team efforts with the organization's mission, managing minimum performance expectations vs. goals, and effective conflict resolution.

In this episode we talk about and answer these questions:

• "When delivering the why behind the change, how do I communicate the why if I do not fully understand the reason for the change?"
• "When encouraging employees to resolve conflict themselves, what do you do when the employee is too afraid to confront their teammate?"
• "How do I get my team to shift from a goal mindset to minimum expectation mindset?"
• CU or No CU - gametime where we share some of the craziest or interesting credit union names we have heard.

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Attend Defusing Irate Members

Attend one of our Monthly Service Excellence Workshops!

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Gallup has recently found a drop in manager engagement from 30% to 27%. This is a troubling sign for organizations looking to improve employee engagement. Interestingly enough, Gallup says that when managers go through a management program, manager performance metrics improve 20-28%. We bring on a panel of ServiStar clients to share their insights and experiences with implementing training programs that can play a pivotal role in reversing this trend.

Guests:

Austin Kimberling - U.P. State

Melisse Robinson - HRCCU

Maria Wahl - PEFCU

In this episode we talk about and answer these questions:

• Coaching and Recognizing Excellence
• Community Service and Internal Culture
• Maintaining Momentum in Service Standards

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Links from show:

Click Here to read Gallup's State of the Workplace 2025 Report

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