Frequently Asked Questions About Bank Culture & Coaching

1. How does Monarch Performance Group define culture?

The bank culture of an organization consists of the behavioral norms, both expected and realized. Just like every family has a set of cultural norms, so do businesses.  At Monarch Performance Group, we help our clients understand how their current culture impacts their results, as well as determining what type of culture is needed in order to improve productivity, drive revenue results, and/or create an outstanding customer experience.

2. How long will it take to change my organization’s bank culture?

Depending on the scope, it can take between six months to two years to see significant cultural change within an organization.  At Monarch Performance Group, we help design an infrastructure that shortens the learning curve for the new behaviors and processes. We focus on creating a coaching bank culture to support team members as they expand their skill-sets.

3. What does Monarch Performance Group’s coaching look like?

Coaching is an integral part of what makes a training or consulting deliverable sustainable.  At Monarch Performance Group, we are not a training company that simply provides an “event” and walks away.  We understand that changing behaviors takes time, reinforcement, feedback, and cultural change.  So we partner with our clients – walk beside them coaching and helping to build a culture that is sustainable.

4. How do you hold people accountable for a new bank culture?

Not everyone sees it this way, but at Monarch Performance Group, we think of accountability as a positive. We understand that people need to know what to do, how to do it well, and why they are being asked to follow a certain plan.  When we can help bring an organization together by creating the right “what,” then teaching “how,” and supporting the initiative with the “why,” people are more committed and find accountability as a motivator, not a detractor. In addition, we work with a company’s leaders to help them coach employees toward desired results.

5.  How does Monarch Performance Group measure results?

Numbers of results and activities are one quantitative form of measurement that we use. Even more important are the on-site observations, allowing us to provide timely and behavior-based feedback after measuring behavioral progress.

6. What is Monarch Performance Group’s interactive classroom experience like?

Our classroom deliverables incorporate group discussion, individual and group activities, practice coupled with feedback, group projects, and of course, instruction. So many of our clients have commented on the high level of engagement of our deliverables and the value that provides to each participant.  We believe everyone is a “starter” in the classroom…no “bench warmers”!

7. Why does Monarch Performance Group conduct an assessment before offering solutions?

Sometimes a client will have an idea as to what solutions they believe need to be implemented. We want to ensure that we fully understand the current culture then compare it to the desired culture so that we can customize a targeted training/consulting deliverable. The assessment process gives us an opportunity to gain a clear understanding, as well as ensures our clients that we are all on the right track. Assessment allows many team members within the organization “to be heard” before we customize a training solution.

8. What is consultative selling?

Consultative selling is all about having a conversation with your prospect/customer to learn what his/her needs may be, then providing pinpointed solutions to those needs. No product pushing!

9. I have heard Monarch Performance Group say gaps are positive. Tell me why?

At Monarch Performance Group, we get excited about gaps because if we can find them, then we can partner with our clients to bridge them! We don’t worry about the gaps we discover…we celebrate those. We worry about gaps that are undiscovered, because within an organization those can create pitfalls that impact the customer experience, productivity, morale, and bottom-line results.

10. How will a communication initiative impact our organization?

Just think about it, you communicate from the time you wake up in the morning until you go to sleep at night – either through your words, tone, body language or lack thereof. Our communication initiative focuses on key areas where executives to front line leaders need to gain mastery. Whether you are dealing with ambiguity, collaborating, building self-esteem, or focusing on getting better results from group interactions, we can help your leaders be more efficient and effective.