Start Coaching and Stop Hovering Over the Teller Line

Want your tellers to demonstrate professional maturity, balance every day, be accountable, be on time and excel at sales and service?  Sounds good, doesn’t it? This program focuses on teller performance management – the key to a motivated and responsible frontline.

Are you ready to learn how to work with the teller to create a performance plan that enhances what they do well and works on what needs improvement? Traditionally, the role of the supervisor was to develop the plan, inform the employee of the goals and objectives and tell him/her how to meet them. The employee had very little input.

This best practice approach involves both the teller and the supervisor.  Once the teller is made aware of the expectations and goals, the teller creates a performance plan outlining how the goals will be met. The supervisor’s role in planning is to act as an advisor. Once a plan is in place, a coaching schedule is established to address progress or the need for improvement. 

What gets in the way of this process? Maybe you face resistance, lack of cooperation, old grudges and resentments. Or it could be due to an inexperienced supervisor or lack of time. Tune in and learn how to take success to a new level – start coaching, stop hovering over the teller line!


  • Accountability
    • Areas of responsibilities
    • Performance planning
    • Utilizing a scorecard
  • Competency
    • Skill sets and behavior expectations
    • Solving the training issue
    • Tracking and measuring performance
  • Professional Development
    • Raising the bar
    • Understanding motivation
    • Managing diversity
  • Implementing Coaching Choices
    • Use a proven and effective method to mentor and coach
    • Learn what to say and how to say it
    • Explore what to do when the plan doesn’t work


Teller supervisors, managers and trainers, or anyone in your organization with the responsibility to supervise, lead, develop and manage others, or anyone being considered for a supervisory position.


Honey Shelton has more than 25 years experience as a training and quality improvement consultant for bankers. Most recently she was EVP for an independent Texas bank. Her responsibilities included managing the retail division, marketing, training and deposit growth. Over a half million bankers have participated in Honey’s programs. Her depth of knowledge, enthusiasm, and compelling personality has left a lasting mark on InterAction Training, the firm she founded in 1983.   

Credit Information

Institute of Certified Bankers: Visit http://www.icbmembers.org/login.aspx for instructions regarding self-reporting. Estimated credits: 2.0 hours/session HRCI 


Live Webinar:

Member price: $265.00 | Non member price $530.00

On-Demand Webinar

Member price: $280.00 | Non member price $560.00


Online: Visit the CBA Webinar Catalog

Mail: Click here and mail completed form with check payable to ConferenceEdge to: (Mail at least 10 days prior to event)

1516 Xavier St., Ste 500, Denver, CO 80204

Phone: Call ConferenceEdge at (877) 988-7526 (credit card payments only)

Please Note:

  • Preferred Payment Method: Online
  • Please register online or by phone when paying with a credit card
  • Payment Must Accompany Registration – Invoices are Not Provided

Register online up to day of event. Earlier registration allows time to check your computer for an optimal experience.