Newfoundland Labrador Credit Union

NLCU’s first member experience skills initiative with Fusion focused heavily on building performance coaching skills within the branch leadership teams. Extensive training seminars and follow-up in-branch coaching were provided to ensure sustainment. This on-site seminar service was well received by a staff of over 100. Advanced programming for coaching competencies was delivered to the sales leadership teams, and NLCU made use of our coaching tools and online resource materials.

Over the years, we delivered continuous training and coaching support, utilizing various methodologies including on-site training seminars, coaching seminars, executive consultations, tele-conference coaching, and in-branch coaching support. The approach evolved to include train-the-trainer initiatives, aimed at developing the training and staff development skills of a selected group of coaches. Tele-coaching support was also provided to this group, as well as to branch management. To support ongoing efforts, sustainment tools like Sales Meeting Express and DVDs were utilized by branch management teams.

Additionally, live and recorded webinars were offered to support credit union initiatives and product launch outreach programs.

NLCU was one of the first credit unions to incorporate one-on-one coaching sessions via ZOOM. In this setup, a Fusion trainer and the branch coach conducted a series of back-to-back one-on-one coaching sessions, with the branch coach receiving direct feedback on their skills between each session.

NLCU’s experience highlights how the relationship evolved from direct deployment of training to sustainment coaching, and ultimately, to the development of internal capabilities to take over our training and coaching role. However, factors like staff turnover, leadership changes, or the passage of time can erode effectiveness. When this happens, internal resources are sometimes not enough to get back on track. We are always pleased to be invited back to refocus teams and rejuvenate proactive member service.