After 27 years in the Learning Development Profession you would think I have seen it all. However, a local financial institution sunk to a new low when it came to what they called training. In a hurry to get this training completed before a regulatory audit, they called an all employee conference call for 20 minutes to cover “Robbery Procedures” and “Identity Theft Actions.”
Never mind that this was a talking head spewing words into a speaker phone, and that no actual training happened, the management team were pleased as punch that they could check off a completed training task for when the auditors ask when the training had been covered. The fact that no actual learning occurred was not important, in fact it wasn’t even a consideration. Only that this task had been completed before the auditors arrive. And to add insult to injury, over two thirds of those listening into the call are not even responsible for this information in their jobs. This means for those people the 20 minutes was a chance to check out and do something different.
Too many bankers think they are superior intellects compared to their regulators. It is a battle of wills that I personally love to watch the regulators win. And the ironic thing given how often this type of sloppy training effort is attempted is the regulators usually find out. They ask employees about the training and before you know it the façade is torn down and the management team looks like fools.
My first job as a training director was with a bank that had been in business for 30 years, and yet for most of that time had only focused on commercial real estate loans. A year before I came on board they started a home loan division and the first FDIC audit “discovered” that the bank had not trained ANY compliance related topics under the home loan banner. The bank was inches away from a cease and desist order to stop home loan lending. Upon hearing of my first major training initiative, I stood there with my mouth wide open unable to comprehend such a lack of stupidity and what I later learned was more defiance toward the regulator’s requirement for training.
But back to the wing ding group this week covering two important topics in 20 minutes; OMG I don’t think it could have been delivered in a worse manner. I am at a loss as to what these people were thinking when they actually decided to count this event as training. Have we stooped to such a low point that a return to quality training is impossible? Their idea of what passes training hurts the employee, the customer and ultimately the company. Personally I hope the auditors nail them good for fraud.